MGT 364 Operations Management

Case #3 Managing Quality

Background

Read the Southwestern University (C) case at the end of Chapter 6 in the textbook.

Solution Requirements

Complete the following steps:

1. Using at least two different quality tools, analyze the data and present your conclusions.
   1. Look at the book and lecture slides to think about the different tools available.
   2. Make sure to present 3-4 key findings, along with related tables, charts, or graphs.

2. Based on your findings, make recommendations for administration on how to improve customer satisfaction.

OVERALL GRADE C D F 105 45 5 5 85 48 52 30 115 35 10 15 25 19 30 35 26 98 34 104 22 15 16 10 80 54 41 0 2 116 58 60 24 58 11 48 0 76 45 46 Game Day A Parking 90 B. Traffic 50 C Seating 45 D. Entertainment 160 E. Printed Program 66 Tickets A Pricing 105 B. Season Ticket Plans 25 Concessions A Prices 16 B. Selection of Foods 155 C Speed of Service 35 Respondents Alumnus 113 Student 83 Faculty/Staff 16 None of the above 38 Open-Ended Comments on Survey Cards: Parking a mess More hot dog stands Add a skybox Seats are all metal Get better cheerleaders Need skyboxes Double the parking attendants Seats stink Everything okay GO SWU! Too crowded Lines are awful Seats too narrow Seats are uncomfortable Great food I will pay more for better view Phil F. for President! Get a new stadium Ismelled drugs being smoked student dress code needed Stadium is ancient I want cushioned seats Seats are like rocks Not enough police Not enough cops for traffic Students too rowdy Game starts too late Parking terrible Hire more traffic cops Toilets weren't dean Need new band Not enough handicap spots in lot Great! Well done, SwU Put in bigger seats Friendy ushers Need better seats Expand parking lots Hate the bleacher seats Hot dogs cold 53 for a coffee? No way! Get some skyboxes Love the new uniforms Took an hour to park Coach is terrific More water fountains Better seats Seats not comfy Bigger parking lot I'm too old for bench seats Cold coffee served at game My company wil buy a skybox- buldit! Programs overpriced Want softer seats Beat those Longhorns! I'll pay for a skybox Seats too small Band was terrific Love Phi Hamm Everything is great Build new stadium Move games to Dallas No complaints Dirty bathroom OVERALL GRADE C D F 105 45 5 5 85 48 52 30 115 35 10 15 25 19 30 35 26 98 34 104 22 15 16 10 80 54 41 0 2 116 58 60 24 58 11 48 0 76 45 46 Game Day A Parking 90 B. Traffic 50 C Seating 45 D. Entertainment 160 E. Printed Program 66 Tickets A Pricing 105 B. Season Ticket Plans 25 Concessions A Prices 16 B. Selection of Foods 155 C Speed of Service 35 Respondents Alumnus 113 Student 83 Faculty/Staff 16 None of the above 38 Open-Ended Comments on Survey Cards: Parking a mess More hot dog stands Add a skybox Seats are all metal Get better cheerleaders Need skyboxes Double the parking attendants Seats stink Everything okay GO SWU! Too crowded Lines are awful Seats too narrow Seats are uncomfortable Great food I will pay more for better view Phil F. for President! Get a new stadium Ismelled drugs being smoked student dress code needed Stadium is ancient I want cushioned seats Seats are like rocks Not enough police Not enough cops for traffic Students too rowdy Game starts too late Parking terrible Hire more traffic cops Toilets weren't dean Need new band Not enough handicap spots in lot Great! Well done, SwU Put in bigger seats Friendy ushers Need better seats Expand parking lots Hate the bleacher seats Hot dogs cold 53 for a coffee? No way! Get some skyboxes Love the new uniforms Took an hour to park Coach is terrific More water fountains Better seats Seats not comfy Bigger parking lot I'm too old for bench seats Cold coffee served at game My company wil buy a skybox- buldit! Programs overpriced Want softer seats Beat those Longhorns! I'll pay for a skybox Seats too small Band was terrific Love Phi Hamm Everything is great Build new stadium Move games to Dallas No complaints Dirty bathroom