MGT 364 Operations Management

Case #3 Managing Quality

Background

Read the Southwestern University (C) case on page 236 in the textbook.

Solution Requirements

Complete the following steps:

Using at least two different quality tools, analyze the data and present your conclusions.

Look at the book and lecture slides to think about the different tools available.

Make sure to present 3-4 key findings, along with related tables, charts, or graphs.

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

Southwestern University: (C)

The popularity of Southwestern Universitys football program under its new coach Phil Flamm surged in each of the 5 years since his arrival at the Stephenville, Texas, college. (See Southwestern University (B) in Chapter 4.) With a football stadium close to maxing out at 54,000 seats and a vocal coach pushing for a new stadium, SWU president Joel Wisner faced some difficult decisions. After a phenomenal upset victory over its archrival, the University of Texas, at the homecoming game in the fall, Dr. Wisner was not as happy as one would think. Instead of ecstatic alumni, students, and faculty, all Wisner heard were complaints. The lines at the concession stands were too long; Parking was harder to find and farther away than in the old days (that is, before the team won regularly); Seats werent comfortable; Traffic was backed up halfway to Dallas; and on and on. A college president just cant win, muttered Wisner to himself.

At his staff meeting the following Monday, Wisner turned to his VP of administration, Leslie Gardner. I wish you would take care of these football complaints, Leslie, he said. See what the real problems are and let me know how youve resolved them. Gardner wasnt surprised at the request. Ive already got a handle on it, Joel, she replied. Weve been randomly surveying 50 fans per game for the past year to see whats on their minds. Its all part of my campus-wide TQM effort. Let me tally things up and Ill get back to you in a week.

When she returned to her office, Gardner pulled out the file her assistant had compiled (see Table 6.7). Theres a lot of information here, she thought.

Fan Satisfaction Survey Results (N=250)(N=250)

		OVERALL GRADE
		A	B	C	D	F
Game Day	A. Parking B. Traffic C. Seating D. Entertainment E. Printed Program	90 50 45 160 66	105 85 30 35 34	45 48 115 26 98	5 52 35 10 22	5 15 25 19 30
Tickets	A. Pricing B. Season Ticket Plans	105 75	104 80	16 54	15 41	10 0
Concessions	A. Prices B. Selection of Foods C. Speed of Service	16 155 35	116 60 45	58 24 46	58 11 48	2 0 76
Respondents Alumnus Student Faculty/Staff None of the above	113 83 16 38
Open-Ended Comments on Survey Cards:
Parking a mess Add a skybox Get better cheerleaders Double the parking attendants Everything is okay Too crowded Seats too narrow Great food Phil F. for President! I smelled drugs being smoked Stadium is ancient Seats are like rocks Not enough cops for traffic Game starts too late Hire more traffic cops Need new band Great!	More hot dog stands Seats are all metal Need skyboxes Seats stink Go SWU! Lines are awful Seats are uncomfortable I will pay more for better view Get a new stadium Student dress code needed I want cushioned seats Not enough police Students too rowdy Parking terrible Toilets werent clean Not enough handicap spots in lot Well done, SWU		Put in bigger seats Friendly ushers Need better seats Expand parking lots Hate the bleacher seats Hot dogs cold $3 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 Im too old for bench seats Cold coffee served at game		My company will buy a skyboxbuild it! Programs overpriced Want softer seats Beat th

Fan Satisfaction Survey Results (N=250)(N=250)

		OVERALL GRADE
		A	B	C	D	F
Game Day	A. Parking B. Traffic C. Seating D. Entertainment E. Printed Program	90 50 45 160 66	105 85 30 35 34	45 48 115 26 98	5 52 35 10 22	5 15 25 19 30
Tickets	A. Pricing B. Season Ticket Plans	105 75	104 80	16 54	15 41	10 0
Concessions	A. Prices B. Selection of Foods C. Speed of Service	16 155 35	116 60 45	58 24 46	58 11 48	2 0 76
Respondents Alumnus Student Faculty/Staff None of the above	113 83 16 38
Open-Ended Comments on Survey Cards:
Parking a mess Add a skybox Get better cheerleaders Double the parking attendants Everything is okay Too crowded Seats too narrow Great food Phil F. for President! I smelled drugs being smoked Stadium is ancient Seats are like rocks Not enough cops for traffic Game starts too late Hire more traffic cops Need new band Great!	More hot dog stands Seats are all metal Need skyboxes Seats stink Go SWU! Lines are awful Seats are uncomfortable I will pay more for better view Get a new stadium Student dress code needed I want cushioned seats Not enough police Students too rowdy Parking terrible Toilets werent clean Not enough handicap spots in lot Well done, SWU		Put in bigger seats Friendly ushers Need better seats Expand parking lots Hate the bleacher seats Hot dogs cold $3 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 Im too old for bench seats Cold coffee served at game		My company will buy a skyboxbuild it! Programs overpriced Want softer seats Beat th