Raul's Restaurant- TQM Tools at Work Raul Belcher is the owner of a local restaurant meal and service. There is also a blank space comments can be added. Raul has been that specializes in family style tapas with strong vegetarian options. Raul founded the company during the COVID-19 pandemic because he saw concerned as he has been recently seeing an increase in complaints in the comments box as a need for home cooked meals that could be well as lower scores and he's getting worried. picked up at his location or delivered to homes. In order to better understand whether he needs to make improvements and to evaluate the substance of the complaints, Raul has asked you to complete a TQM-based analysis of the scores and complaints received over the past ten weeks. Based on the raw data that he has Raul found a restaurant that had a large kitchen area, a small store front where people can buy meals to go and a very small eat-in dining area. This was a perfect combination as he wanted to specialize in delivery service and pick up options. Raul has 12 full time employees as well as 50 part-time employees that run the pickup and delivery service. He has a small back office staff of 2 people that help take phone and website orders and that help order the food needed for the next week. provided, prepare the appropriate check sheet, histogram, Par chart, cause and effect diagram and run charts. Raul keeps track of the 36 random customer results on a weekly basis. His business has been almost equally divided 1/3 in person dining, 1/3 pickup in store and 1/3 delivery. A customer Raul studied operations management when was at Towson University and so he learned the could have more than one complaint or value of customer feedback. Raul has a system suggestion per survey. that that selects 36 random customers during Prepare a prioritized list of 3-5 specific the week and if the person is willing to complete a survey they either receive 10% off recommendations that will improve the customer experience at Raul's restaurant based on the data and analysis. their meal or $10 (whichever is greater). After 11 months in operation, not one customer has declined to participate. Prepare your response to Raul Belcher in the form of a professional business report using MS If the customer agrees to the survey, then it is emailed or texted to them. The customer clicks Word with the appropriate Excel and/or PowerPoint objects inserted in the text for easy on the number of stars they would give for the reference to support your response. The electronic information a customer will fill out looks like this: Please help us and rate your customer experience. Please rate the level of service: (1 = Poor Service, 5= Outstanding Service) The actual survey to the customer has stars like above and then Raul translates the number of stars selected into a number scale. 1 2 3 4 5 We care about your comments and feedback. If there is anything we can do to improve our service, please let us know in the space below. Praise and compliments also appreciated. Raul knows the value of the customer order, the amount the customer tipped and whether the customer transaction was a delivery, a pickup order or in person dining. Raul has given you the data from 36 randomly selected surveys for each week over the last 10 weeks. The data is below. Data collected over ten weeks Week of Aug 1 Sample Score P-pickup D- Delivery In-in-house dining Meal Total Tip% Complaint or Praise 1 5 P 54.12 10 Great food. Forgot the napkins. 2 4 P 9.10 50 The sweet potato fries could be hotter 3 5 44.70 8 4 5 34.79 8 Very speedy 5 5 P 75.45 8 6 3 P P 140.40 6 I had to wait about 10 min after promised time. Great food. . 7 7 5 P 56.23 9 8 5 P 66.21 5 9 5 P 43.51 9 10 5 P 26.32 9 11 5 P 14.50 12 12 5 P 82.11 8 13 2 D 160.23 5 Food was not hot and was 10 minutes late 14 4 D 63.23 10 Forgot the forks. 15 5 D 88.34 15 16 5 D 82.22 20 17 5 D 42.53 15 18 4 D 72.45 15 19 5 D 43.90 10 20 4 D 67.38 10 21 3 D 135.21 10 The salad was a little warm-placed with hot food 22 5 D 74.81 15 23 5 D 82.98 20 Awesome food. 24 5 D 56.45 15 25 5 In 195.21 20 Emma was a fantastic server 26 5 In 66.89 15 27 5 In 98.78 15 28 5 In 87.34 15 29 5 In 145.08 20 30 5 In 112.12 15 31 5 5 In 132.32 14 32 5 5 In 97.34 16 33 5 In 80.09 17 34 5 In 101.01 15 35 5 In 180.34 20 Food was fresh and so wonderful Great food. Took more to go for lunch tomorrow Great service and great food. 36 5 5 In 131.98 15 Week of Aug 8 Sample Score P-pickup Meal Total Tip% Complaint or Praise D- Delivery In-in-house dining - 1 5 56.32 15 2 5 P P 45.23 5 3 4 P 65.23 8 8 Forgot a knife 4 5 5 P 23.45 8 5 5 89.21 8 6 3 P 159.21 5 Food was 15 min late 7 5 5 P 77.56 10 8 5 P 45.54 8 9 5 P 34.34 7 7 10 5 P 23.23 5 11 5 P P 55.56 8 12 5 5 P 43.34 9 13 5 D 54.72 5 14 4 D 66.21 10 The hot food was a little cold 15 5 D 55.55 10 16 5 D 68.45 15 17 5 5 D 44.56 15 18 5 D 66.45 15 19 4 4 D 53.21 12 20 5 D 91.21 15 21 3 D 161.23 15 Was about 15 min late from when promised 22 5 D 45.43 15 23 5 D 44.44 20 24 5 D 59.98 15 25 5 In 88.88 15 26 5 In 99.98 20 Great service from Alex 27 5 In 165.23 20 28 5 In 198.20 20 29 5 In 208.20 20 30 5 In 87.89 15 31 5 In 89.90 15 32 5 In 145.43 16 33 5 In 152.43 17 Awesome salads. . 34 5 In 101.34 15 35 5 In 43.56 20 Your vegetables are so fresh. 36 5 In 89.20 19 Week of Aug 15 Sample Score P- pickup Meal Total Tip% Complaint or Praise D- Delivery In-in-house dining 1 5 P 45.23 10 2 5 5 P 43.34 10 3 4 P 55.34 8 4 5 P 71.21 8 5 5 P 55.90 8 6 3 P 180.31 5 I waited 10 min and also forgot extra dressing 7 5 P 34.45 10 8 8 5 P 24.34 5 9 5 34.23 5 10 4 P 44.54 6 11 5 P 54.54 7 12 5 87.21 6 13 5 D 55.55 12 14 5 D 42.32 15 15 5 D 45.54 20 16 5 D 75.21 20 17 1 D 156.20 15 Food was late and not hot. 18 5 D 45.45 15 19 5 D 33.43 10 20 4 D 66.56 10 21 5 D 75.34 15 22 4 D 43.34 15 Forgot the salt and pepper that I asked for 23 5 D 44.98 20 24 5 5 D 34.91 15 25 5 5 In 99.87 15 26 5 In 145.21 20 Awesome food and great service. . Your vegetables are amazing and so fresh. My kids eat all the veggies here. Thank you! 27 5 In 165.21 20 28 5 In 65.45 15 29 5 In 123.23 20 30 5 In 145.32 20 31 5 In 59.90 15 32 5 In 65.45 20 33 5 In 134.23 15 34 5 In 178.90 20 35 5 In 144.44 16 36 5 In 181.81 19 Week of Aug 22 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 4 P 45.33 8 2 5 P 64.34 7 3 4 P 34.45 5 Forgot napkins 4 5 P 67.56 5 5 5 5 P 45.34 5 6 4 41.23 8 7 5 P 39.45 7 8 5 34.21 8 9 1 P 150.32 0 I had to wait 10 min from time I was told 10 5 P P 45.34 8 11 4 4 P P 71.23 8 12 5 5 P 77,54 9 13 3 D 65.65 8 Driver left a rut in my yard 14 4 D 44.45 15 15 4 D 54.45 15 16 5 5 D 65.56 20 17 5 D 45.54 15 18 4 4 D D 44.44 12 I got something I did not order but it was great. You app said driver had arrived - check your app - 19 3 D 44.34 10 20 4 D 56.54 10 21 3 D 189.98 15 You placed the heavy boxes on the light ones!! 22 5 D 34.39 15 23 5 D 56.87 20 24 5 D 55.65 15 25 5 In 144.90 15 26 5 In 156.23 20 Raul the owner is so nice and such a great cook! | always order too much as it's great leftovers! 27 5 5 In 161.44 25 28 5 In 134.24 20 29 5 In 112.23 15 30 5 In 189.12 20 31 5 5 In 143.23 12 32 5 In 89.34 15 33 In 111.12 15 5 5 34 In 78.23 20 35 5 In 111.11 16 36 5 In 77.77 15 Week of Aug 29 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 5 P 41.32 8 2 4 P 55.64 4 3 4 P 23.23 6 4 4 1 120.21 0 Your app told me 4pm to pickup-waited till 4:15pm 5 5 P 32.44 5 6 6 2 P P 45.00 5 I got the wrong food so I had come back 7 5 65.11 10 8 5 P 33.89 8 9 4 P 68.23 10 10 5 P 44.45 8 11 5 P 32..90 7 7 12 5 P 53.23 8 13 2 D 45.98 5 Your app said 7pm delivery but showed at 7:20pm 14 4 4 D 77.56 15 Food was colder than normal 15 5 5 D 34.99 10 16 5 5 D 65.78 15 17 2 D 140.34 5 The food felt like it was thrown in the bag. Ugh! 18 4 D 65.90 10 The driver first went to wrong house 19 5 5 D 44.78 12 20 4 D 87.34 10 Forgot the knives 21 4 D 79.34 15 Forgot spoons 22 5 D 58.54 15 23 5 D 76.34 20 24 5 D 77.34 15 25 5 In 99.84 15 26 5 In 145.31 15 27 5 In 165.11 15 28 5 In 65.45 20 I love your zuchinni noodles 29 5 In 123.73 16 30 5 In 135.32 20 31 5 In 59.90 15 32 5 In 55.45 20 Great service 33 2 In 234.23 8 The food service was choppy and few wrong items 34 5 In 128.90 12 35 5 5 In 114.44 15 36 5 In 161.81 15 Week of Sept 5 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 5 P 44.45 15 Fantastic salads. . 2 5 P 32..90 10 3 3 53.23 10 My salad was warm was it near hot food? 4 5 P 45.98 20 5 5 P 77.56 15 6 4 P 34.99 12 My order was rung up wrong-overcharged. 7 5 P 65.78 15 8 2 P 140.34 5 5 The food wasn't packaged well and too cooked. Forgot forks and my salad dressing 9 4 4 65.90 5 10 5 P 44.78 16 11 3 P 87.34 5 Forgot to add in the bread and honey butter 12 5 P 79.34 15 13 2 D D 58.54 5 Delivery was 20 minutes late 14 4 D 76.34 10 15 4 D 77.34 8 Forgot forks again 16 5 D 45.34 20 Great salads! 17 5 D 71.23 15 18 2 D 77,54 5 The app said would deliver at 7pm and was 7:30! 19 1 D 65.65 5 Driver was late and food was cold 20 1 D 44.45 5 The food was cold 21 4 D 54.45 15 22 5 D 65.56 15 23 3 3 D 45.54 10 The driver seems overworked my food was late 24 5 D 44.44 15 25 5 In 44.34 15 26 5 In 56.54 15 27 5 In 189.98 20 Your vegetable platter is so fresh and healthy 28 3 3 In 155.34 10 I signed in on the app for a table but had to wait! 29 5 In 176.23 ut & a 15 30 5 In 97.34 15 31 5 In 99.12 15 32 3 86.94 10 33 2 In 101.34 12 app told me there was space but waited 10 min 34 5 In 105.34 15 35 5 In 123.45 16 36 5 5 In 89.50 14 Week of Sept 12 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 1 5 P 47.45 15 10 2 5 P 37..90 3 3 P 53.27 0 I got the wrong sizes for my orders... too little 4 2 2 P 47.98 0 The packaging was terrible and it smashed salad You forgot to take off the tomatoes on salad 5 4 P 77.76 4 4 6 1 P 34.79 0 I waited 30 minutes from when you said to pickup 7 3 P 65.77 10 My check was wrong, you forgot 2 items. The app sent me a confirmation but then no order! 8 2 140.74 3 3 9 4 P 65.97 8 The app was really slow to place an order 10 5 P 47.78 16 11 5 P 87.74 20 12 3 P 77.34 5 13 1 D 57.54 5 Your steamed spinach with garlic is so good. The order app was too slow so I had to call I Delivery was 30 min late-app said was on time! The hot food was cold, the salad was hot Quick service and great vegetables 14 3 D 77.34 5 15 5 D 77.74 20 16 4 D 45.74 20 17 5 D 71.73 15 18 4 D D 77.74 15 I would have preferred the driver to wear a mask The salad was spilled out of the container 19 3 D 65.67 5 5 20 4 D 44.47 10 21 4 D 54.47 15 22 1 D 75.56 0 The ordering app was slow and my food 10 min late 23 5 D 85.54 20 24 1 D 48.44 0 The food was not hot what happened? 25 5 In 48.34 15 26 5 In 56.58 20 27 1 In 124.98 5 We had to wait for 10 min for water refills 28 5 In 157.34 20 29 1 In 177.23 5 Food was either too cold or too hot. Poor timing 30 5 In 77.34 20 31 5 In 97.12 16 32 2 In 87.94 6 It took forever to just get salads. 33 1 In 107.34 7 7 It took a long time to order and then get food 34 5 In 109.34 15 35 5 In 127.45 16 36 5 In 87.50 15 Week of Sept 19 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 1 4 P P 37.45 6 Forgot napkins 2 5 P 57.90 8 3 5 P 23.27 9 Great fruit salad 4 5 P 47.98 8 5 3 97.76 3 6 2 P 54.79 2 The app said my food would be ready- 10 min late The salad was crushed with heavier stuff on top My check was wrong I was charged twice! 7 1 P 105.77 0 8 5 P 10.74 10 9 9 4 P 55.97 8 Forgot the dressing on the side 10 5 P 57.78 9 11 5 P 97.74 10 12 3 P P 57.34 3 Not enough room to stand to wait for food Great salads 13 5 D 67.54 12 14 4 D 27.35 12 15 1 1 D 97.76 5 16 3 D 35.79 10 I got the wrong order.... Missing a lot of food got the wrong order-thankfully it was great You forgot to put the salad dressing on the side Forgot forks 17 3 D 71.71 8 18 4 D 77.71 15 19 3 D 65.61 5 Driver left trash in my driveway 20 5 D 44.41 10 21 5 D 54.41 15 22 5 D 75.51 15 23 5 D 85.51 20 Great sweet potato fries! 24 5 D D 48.41 15 25 5 In 48.31 15 26 2 In 56.51 5 The bathrooms were not clean 27 1 In 124.18 0 The tables were sticky and service was slow 28 5 In 157.14 12 29 2 In 177.13 6 The bathrooms were terrible 30 4 In 77.31 13 31 5 In 97.11 15 32 2 In 87.95 10 10 There was a weird smell-like bad water on floor 33 5 In 107.54 20 Great vegetables 34 5 In 109.54 15 35 5 In 127.55 16 36 5 In 87.55 17 Great service by Raul- love this place! 5 Week Sept 26 Sample Score Meal Total Tip % Complaint or Praise P-pickup D- Delivery In-in-house dining 1 5 P 67.45 10 2 3 P 47.90 4 Your bathrooms needed to be cleaned 3 3 4 P 33.27 8 The app said food would be ready- 5 min late 4 4 2 P 37.98 5 Your app was so slow I had to call to order 5 4 87.76 10 The bathroom was out of soap 6 2 24.79 5 I was missing the fries and forks. 7 5 P 115.77 10 8 5 5 P 12.74 10 Great salads 9 1 P 54.97 5 My order took 15 minutes longer than I was told The sweet potato fries are great 10 5 5 P P 67.78 11 11 5 P 77.74 10 12 5 5 97.34 10 13 4 D 57.54 10 14 1 D 37.35 6 15 2 D 87.76 7 Forgo the extra dipping sauce The driver hit my new bush in my driveway The wrong sauce was on the wrong veggies Why are the salads sometimes a little warm? The driver was like 15 min late and didn't apologize 16 4 D 45.79 14 17 2 D D 81.71 6 18 4 D 47.71 10 19 3 D 75.61 8 My order was not billed accurately 20 4 D 34.41 10 Your app was slow when I ordered usually faster The app was so slow I had to call to place an order 21 4 D 44.41 15 22 5 D 85.51 15 23 5 D 55.51 20 24 5 D 78.41 15 25 5 In 88.31 15 Great food and service 26 1 In 96.51 10 The mens bathroom was dirty and tables dirty too. The kitchen took a long time to complete order 27 3 In 134.18 10 28 5 In 137.14 15 29 2 In 127.13 10 It was way to hot in the restaurant 30 3 In 70.31 10 31 4 In 95.11 15 The place was not as clean as normal It took a while to pay as hostess was taking orders from phone in orders. 32 4 4 In 83.95 15 The menu changed a little. I liked the old menu. 33 5 In 127.54 18 34 5 In 119.54 20 Fantastic new menu! 35 5 In 117.55 18 36 5 In 81.55 20 Week of Oct 3 Sample Score P-pickup Meal Total Tip% Complaint or Praise D- Delivery In-in-house dining 1 5 P 56.31 15 2 4 P 45.21 5 3 3 P 65.21 5 The waiting area for pickup was really warm The women's bathroom was out of paper towels It took a while just to pay-why can't I pay on app The line to pay was long. 4 4 4 P 23.42 6 6 5 4 P 89.22 15 6 3 P P 159.22 12 The parking lot was really full spot for pickup? The food was 20 min late... And then not hot? 7 1 P 77.52 3 8 1 P 45.52 0 I couldn't park so then my food got cold 9 1 P 34.32 0 Hostess gave my food to someone else! 10 2 P 23.27 5 The app said to come pickup but then I had to wait 11 4 P P 55.57 5 Forgot to add olives to my salad. I paid for them. 12 4 P P 43.37 15 13 2 D 54.77 5 Food was cold 14 3 D 66.27 4 Food was late 15 2 D 55.57 20 Food was 15 min late 16 1 D 68.47 5 The portions were smaller than usual not enough 17 4 D 44.57 15 Forgot to add napkins 18 3 D 66.47 7 I had to call to order as your app was down Your app is down and then took forever on phone 19 1 D 53.27 5 20 5 D D 91.27 10 Food just wasn't the same as always. lost flavor Your driver seemed really stressed out... nice guy 21 4 D 161.73 10 22 5 D 45.47 15 23 5 D 44.47 20 24 1 D 59.97 5 5 The food was 20 minutes late 25 5 5 In 88.87 15 26 4 4 In 99.97 12 It was really warm in the restaurant Your front door is really hard to open 27 4 In 165.73 13 28 3 In 198.70 10 The women's bathroom had trash can overflowing The place is not as clean as usual 29 4 In 208.70 10 30 4 In 87.87 12 The new menu is ok. I liked the last one better 31 1 In 89.97 10 The food came out either too hold or too cold 32 2 In 145.73 10 The food service was really scattered 33 1 In 152.73 8 34 4 In 101.74 15 35 4 In 43.57 15 What's going on with your kitchen so slow I like the place but service is going down The food is not as great as it was last month I like this place but you've lost your spark. You should really fix things as you'll lose customers. 36 3 In 89.28 10 EBTM 365 Scoring Rubric (50 Points) Exemplary (9-10 pts) Acceptable (5-8 pts) Developing (1-4 pts) Format and Business Writing Spelling and grammar are accurate. 12 pt font and 1" margins Submitted on time (10 points) Tone and style are appropriate and consistent for business communication Data table insertion is at the proper location(s) and clear references are made in the text Run chart(s) are accurately titled and axis labeled Responses are clear and concise Data tables are inserted appropriately to support the discussion Run Chart(s) (10 Points) Run chart data are accurate and the scale consistent/ appropriate O Diagram includes at least 4 sources of failures and 2 causes within each source Run chart(s) for the overall trend and individual categories are provided O Diagram is included in the analysis Cause and Effect Diagram (10 points) Check Sheet, Histogram and Pareto Chart (10 Points) O Diagram includes more than 4 sources of failures with 3 causes within each source O Diagram reflects a clear understanding of using the tool to identify sources of quality failures Check sheet and Pareto Chart clearly summarize the data and identify the priorities Histogram shows the distribution of scores and clearly labeled Charts are complete and accurate 05 reasonable recommendations and are provided Recommendations are feasible and clearly linked to the data analysis Check Sheet and Excel check sheet and Pareto Chart are Pareto and histogram properly titled included in report Data are accurately a 3+ logical categories represented in the are identified Check Sheet and Pareto Chart Recommendation 3 reasonable recommendations are provided (10 Points) a Recommendations are clearly linked to the data and analysis o Implementing the recommendations is feasible Raul's Restaurant- TQM Tools at Work Raul Belcher is the owner of a local restaurant meal and service. There is also a blank space comments can be added. Raul has been that specializes in family style tapas with strong vegetarian options. Raul founded the company during the COVID-19 pandemic because he saw concerned as he has been recently seeing an increase in complaints in the comments box as a need for home cooked meals that could be well as lower scores and he's getting worried. picked up at his location or delivered to homes. In order to better understand whether he needs to make improvements and to evaluate the substance of the complaints, Raul has asked you to complete a TQM-based analysis of the scores and complaints received over the past ten weeks. Based on the raw data that he has Raul found a restaurant that had a large kitchen area, a small store front where people can buy meals to go and a very small eat-in dining area. This was a perfect combination as he wanted to specialize in delivery service and pick up options. Raul has 12 full time employees as well as 50 part-time employees that run the pickup and delivery service. He has a small back office staff of 2 people that help take phone and website orders and that help order the food needed for the next week. provided, prepare the appropriate check sheet, histogram, Par chart, cause and effect diagram and run charts. Raul keeps track of the 36 random customer results on a weekly basis. His business has been almost equally divided 1/3 in person dining, 1/3 pickup in store and 1/3 delivery. A customer Raul studied operations management when was at Towson University and so he learned the could have more than one complaint or value of customer feedback. Raul has a system suggestion per survey. that that selects 36 random customers during Prepare a prioritized list of 3-5 specific the week and if the person is willing to complete a survey they either receive 10% off recommendations that will improve the customer experience at Raul's restaurant based on the data and analysis. their meal or $10 (whichever is greater). After 11 months in operation, not one customer has declined to participate. Prepare your response to Raul Belcher in the form of a professional business report using MS If the customer agrees to the survey, then it is emailed or texted to them. The customer clicks Word with the appropriate Excel and/or PowerPoint objects inserted in the text for easy on the number of stars they would give for the reference to support your response. The electronic information a customer will fill out looks like this: Please help us and rate your customer experience. Please rate the level of service: (1 = Poor Service, 5= Outstanding Service) The actual survey to the customer has stars like above and then Raul translates the number of stars selected into a number scale. 1 2 3 4 5 We care about your comments and feedback. If there is anything we can do to improve our service, please let us know in the space below. Praise and compliments also appreciated. Raul knows the value of the customer order, the amount the customer tipped and whether the customer transaction was a delivery, a pickup order or in person dining. Raul has given you the data from 36 randomly selected surveys for each week over the last 10 weeks. The data is below. Data collected over ten weeks Week of Aug 1 Sample Score P-pickup D- Delivery In-in-house dining Meal Total Tip% Complaint or Praise 1 5 P 54.12 10 Great food. Forgot the napkins. 2 4 P 9.10 50 The sweet potato fries could be hotter 3 5 44.70 8 4 5 34.79 8 Very speedy 5 5 P 75.45 8 6 3 P P 140.40 6 I had to wait about 10 min after promised time. Great food. . 7 7 5 P 56.23 9 8 5 P 66.21 5 9 5 P 43.51 9 10 5 P 26.32 9 11 5 P 14.50 12 12 5 P 82.11 8 13 2 D 160.23 5 Food was not hot and was 10 minutes late 14 4 D 63.23 10 Forgot the forks. 15 5 D 88.34 15 16 5 D 82.22 20 17 5 D 42.53 15 18 4 D 72.45 15 19 5 D 43.90 10 20 4 D 67.38 10 21 3 D 135.21 10 The salad was a little warm-placed with hot food 22 5 D 74.81 15 23 5 D 82.98 20 Awesome food. 24 5 D 56.45 15 25 5 In 195.21 20 Emma was a fantastic server 26 5 In 66.89 15 27 5 In 98.78 15 28 5 In 87.34 15 29 5 In 145.08 20 30 5 In 112.12 15 31 5 5 In 132.32 14 32 5 5 In 97.34 16 33 5 In 80.09 17 34 5 In 101.01 15 35 5 In 180.34 20 Food was fresh and so wonderful Great food. Took more to go for lunch tomorrow Great service and great food. 36 5 5 In 131.98 15 Week of Aug 8 Sample Score P-pickup Meal Total Tip% Complaint or Praise D- Delivery In-in-house dining - 1 5 56.32 15 2 5 P P 45.23 5 3 4 P 65.23 8 8 Forgot a knife 4 5 5 P 23.45 8 5 5 89.21 8 6 3 P 159.21 5 Food was 15 min late 7 5 5 P 77.56 10 8 5 P 45.54 8 9 5 P 34.34 7 7 10 5 P 23.23 5 11 5 P P 55.56 8 12 5 5 P 43.34 9 13 5 D 54.72 5 14 4 D 66.21 10 The hot food was a little cold 15 5 D 55.55 10 16 5 D 68.45 15 17 5 5 D 44.56 15 18 5 D 66.45 15 19 4 4 D 53.21 12 20 5 D 91.21 15 21 3 D 161.23 15 Was about 15 min late from when promised 22 5 D 45.43 15 23 5 D 44.44 20 24 5 D 59.98 15 25 5 In 88.88 15 26 5 In 99.98 20 Great service from Alex 27 5 In 165.23 20 28 5 In 198.20 20 29 5 In 208.20 20 30 5 In 87.89 15 31 5 In 89.90 15 32 5 In 145.43 16 33 5 In 152.43 17 Awesome salads. . 34 5 In 101.34 15 35 5 In 43.56 20 Your vegetables are so fresh. 36 5 In 89.20 19 Week of Aug 15 Sample Score P- pickup Meal Total Tip% Complaint or Praise D- Delivery In-in-house dining 1 5 P 45.23 10 2 5 5 P 43.34 10 3 4 P 55.34 8 4 5 P 71.21 8 5 5 P 55.90 8 6 3 P 180.31 5 I waited 10 min and also forgot extra dressing 7 5 P 34.45 10 8 8 5 P 24.34 5 9 5 34.23 5 10 4 P 44.54 6 11 5 P 54.54 7 12 5 87.21 6 13 5 D 55.55 12 14 5 D 42.32 15 15 5 D 45.54 20 16 5 D 75.21 20 17 1 D 156.20 15 Food was late and not hot. 18 5 D 45.45 15 19 5 D 33.43 10 20 4 D 66.56 10 21 5 D 75.34 15 22 4 D 43.34 15 Forgot the salt and pepper that I asked for 23 5 D 44.98 20 24 5 5 D 34.91 15 25 5 5 In 99.87 15 26 5 In 145.21 20 Awesome food and great service. . Your vegetables are amazing and so fresh. My kids eat all the veggies here. Thank you! 27 5 In 165.21 20 28 5 In 65.45 15 29 5 In 123.23 20 30 5 In 145.32 20 31 5 In 59.90 15 32 5 In 65.45 20 33 5 In 134.23 15 34 5 In 178.90 20 35 5 In 144.44 16 36 5 In 181.81 19 Week of Aug 22 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 4 P 45.33 8 2 5 P 64.34 7 3 4 P 34.45 5 Forgot napkins 4 5 P 67.56 5 5 5 5 P 45.34 5 6 4 41.23 8 7 5 P 39.45 7 8 5 34.21 8 9 1 P 150.32 0 I had to wait 10 min from time I was told 10 5 P P 45.34 8 11 4 4 P P 71.23 8 12 5 5 P 77,54 9 13 3 D 65.65 8 Driver left a rut in my yard 14 4 D 44.45 15 15 4 D 54.45 15 16 5 5 D 65.56 20 17 5 D 45.54 15 18 4 4 D D 44.44 12 I got something I did not order but it was great. You app said driver had arrived - check your app - 19 3 D 44.34 10 20 4 D 56.54 10 21 3 D 189.98 15 You placed the heavy boxes on the light ones!! 22 5 D 34.39 15 23 5 D 56.87 20 24 5 D 55.65 15 25 5 In 144.90 15 26 5 In 156.23 20 Raul the owner is so nice and such a great cook! | always order too much as it's great leftovers! 27 5 5 In 161.44 25 28 5 In 134.24 20 29 5 In 112.23 15 30 5 In 189.12 20 31 5 5 In 143.23 12 32 5 In 89.34 15 33 In 111.12 15 5 5 34 In 78.23 20 35 5 In 111.11 16 36 5 In 77.77 15 Week of Aug 29 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 5 P 41.32 8 2 4 P 55.64 4 3 4 P 23.23 6 4 4 1 120.21 0 Your app told me 4pm to pickup-waited till 4:15pm 5 5 P 32.44 5 6 6 2 P P 45.00 5 I got the wrong food so I had come back 7 5 65.11 10 8 5 P 33.89 8 9 4 P 68.23 10 10 5 P 44.45 8 11 5 P 32..90 7 7 12 5 P 53.23 8 13 2 D 45.98 5 Your app said 7pm delivery but showed at 7:20pm 14 4 4 D 77.56 15 Food was colder than normal 15 5 5 D 34.99 10 16 5 5 D 65.78 15 17 2 D 140.34 5 The food felt like it was thrown in the bag. Ugh! 18 4 D 65.90 10 The driver first went to wrong house 19 5 5 D 44.78 12 20 4 D 87.34 10 Forgot the knives 21 4 D 79.34 15 Forgot spoons 22 5 D 58.54 15 23 5 D 76.34 20 24 5 D 77.34 15 25 5 In 99.84 15 26 5 In 145.31 15 27 5 In 165.11 15 28 5 In 65.45 20 I love your zuchinni noodles 29 5 In 123.73 16 30 5 In 135.32 20 31 5 In 59.90 15 32 5 In 55.45 20 Great service 33 2 In 234.23 8 The food service was choppy and few wrong items 34 5 In 128.90 12 35 5 5 In 114.44 15 36 5 In 161.81 15 Week of Sept 5 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 5 P 44.45 15 Fantastic salads. . 2 5 P 32..90 10 3 3 53.23 10 My salad was warm was it near hot food? 4 5 P 45.98 20 5 5 P 77.56 15 6 4 P 34.99 12 My order was rung up wrong-overcharged. 7 5 P 65.78 15 8 2 P 140.34 5 5 The food wasn't packaged well and too cooked. Forgot forks and my salad dressing 9 4 4 65.90 5 10 5 P 44.78 16 11 3 P 87.34 5 Forgot to add in the bread and honey butter 12 5 P 79.34 15 13 2 D D 58.54 5 Delivery was 20 minutes late 14 4 D 76.34 10 15 4 D 77.34 8 Forgot forks again 16 5 D 45.34 20 Great salads! 17 5 D 71.23 15 18 2 D 77,54 5 The app said would deliver at 7pm and was 7:30! 19 1 D 65.65 5 Driver was late and food was cold 20 1 D 44.45 5 The food was cold 21 4 D 54.45 15 22 5 D 65.56 15 23 3 3 D 45.54 10 The driver seems overworked my food was late 24 5 D 44.44 15 25 5 In 44.34 15 26 5 In 56.54 15 27 5 In 189.98 20 Your vegetable platter is so fresh and healthy 28 3 3 In 155.34 10 I signed in on the app for a table but had to wait! 29 5 In 176.23 ut & a 15 30 5 In 97.34 15 31 5 In 99.12 15 32 3 86.94 10 33 2 In 101.34 12 app told me there was space but waited 10 min 34 5 In 105.34 15 35 5 In 123.45 16 36 5 5 In 89.50 14 Week of Sept 12 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 1 5 P 47.45 15 10 2 5 P 37..90 3 3 P 53.27 0 I got the wrong sizes for my orders... too little 4 2 2 P 47.98 0 The packaging was terrible and it smashed salad You forgot to take off the tomatoes on salad 5 4 P 77.76 4 4 6 1 P 34.79 0 I waited 30 minutes from when you said to pickup 7 3 P 65.77 10 My check was wrong, you forgot 2 items. The app sent me a confirmation but then no order! 8 2 140.74 3 3 9 4 P 65.97 8 The app was really slow to place an order 10 5 P 47.78 16 11 5 P 87.74 20 12 3 P 77.34 5 13 1 D 57.54 5 Your steamed spinach with garlic is so good. The order app was too slow so I had to call I Delivery was 30 min late-app said was on time! The hot food was cold, the salad was hot Quick service and great vegetables 14 3 D 77.34 5 15 5 D 77.74 20 16 4 D 45.74 20 17 5 D 71.73 15 18 4 D D 77.74 15 I would have preferred the driver to wear a mask The salad was spilled out of the container 19 3 D 65.67 5 5 20 4 D 44.47 10 21 4 D 54.47 15 22 1 D 75.56 0 The ordering app was slow and my food 10 min late 23 5 D 85.54 20 24 1 D 48.44 0 The food was not hot what happened? 25 5 In 48.34 15 26 5 In 56.58 20 27 1 In 124.98 5 We had to wait for 10 min for water refills 28 5 In 157.34 20 29 1 In 177.23 5 Food was either too cold or too hot. Poor timing 30 5 In 77.34 20 31 5 In 97.12 16 32 2 In 87.94 6 It took forever to just get salads. 33 1 In 107.34 7 7 It took a long time to order and then get food 34 5 In 109.34 15 35 5 In 127.45 16 36 5 In 87.50 15 Week of Sept 19 Sample Score P-pickup Meal Total Tip % Complaint or Praise D- Delivery In-in-house dining 1 1 4 P P 37.45 6 Forgot napkins 2 5 P 57.90 8 3 5 P 23.27 9 Great fruit salad 4 5 P 47.98 8 5 3 97.76 3 6 2 P 54.79 2 The app said my food would be ready- 10 min late The salad was crushed with heavier stuff on top My check was wrong I was charged twice! 7 1 P 105.77 0 8 5 P 10.74 10 9 9 4 P 55.97 8 Forgot the dressing on the side 10 5 P 57.78 9 11 5 P 97.74 10 12 3 P P 57.34 3 Not enough room to stand to wait for food Great salads 13 5 D 67.54 12 14 4 D 27.35 12 15 1 1 D 97.76 5 16 3 D 35.79 10 I got the wrong order.... Missing a lot of food got the wrong order-thankfully it was great You forgot to put the salad dressing on the side Forgot forks 17 3 D 71.71 8 18 4 D 77.71 15 19 3 D 65.61 5 Driver left trash in my driveway 20 5 D 44.41 10 21 5 D 54.41 15 22 5 D 75.51 15 23 5 D 85.51 20 Great sweet potato fries! 24 5 D D 48.41 15 25 5 In 48.31 15 26 2 In 56.51 5 The bathrooms were not clean 27 1 In 124.18 0 The tables were sticky and service was slow 28 5 In 157.14 12 29 2 In 177.13 6 The bathrooms were terrible 30 4 In 77.31 13 31 5 In 97.11 15 32 2 In 87.95 10 10 There was a weird smell-like bad water on floor 33 5 In 107.54 20 Great vegetables 34 5 In 109.54 15 35 5 In 127.55 16 36 5 In 87.55 17 Great service by Raul- love this place! 5 Week Sept 26 Sample Score Meal Total Tip % Complaint or Praise P-pickup D- Delivery In-in-house dining 1 5 P 67.45 10 2 3 P 47.90 4 Your bathrooms needed to be cleaned 3 3 4 P 33.27 8 The app said food would be ready- 5 min late 4 4 2 P 37.98 5 Your app was so slow I had to call to order 5 4 87.76 10 The bathroom was out of soap 6 2 24.79 5 I was missing the fries and forks. 7 5 P 115.77 10 8 5 5 P 12.74 10 Great salads 9 1 P 54.97 5 My order took 15 minutes longer than I was told The sweet potato fries are great 10 5 5 P P 67.78 11 11 5 P 77.74 10 12 5 5 97.34 10 13 4 D 57.54 10 14 1 D 37.35 6 15 2 D 87.76 7 Forgo the extra dipping sauce The driver hit my new bush in my driveway The wrong sauce was on the wrong veggies Why are the salads sometimes a little warm? The driver was like 15 min late and didn't apologize 16 4 D 45.79 14 17 2 D D 81.71 6 18 4 D 47.71 10 19 3 D 75.61 8 My order was not billed accurately 20 4 D 34.41 10 Your app was slow when I ordered usually faster The app was so slow I had to call to place an order 21 4 D 44.41 15 22 5 D 85.51 15 23 5 D 55.51 20 24 5 D 78.41 15 25 5 In 88.31 15 Great food and service 26 1 In 96.51 10 The mens bathroom was dirty and tables dirty too. The kitchen took a long time to complete order 27 3 In 134.18 10 28 5 In 137.14 15 29 2 In 127.13 10 It was way to hot in the restaurant 30 3 In 70.31 10 31 4 In 95.11 15 The place was not as clean as normal It took a while to pay as hostess was taking orders from phone in orders. 32 4 4 In 83.95 15 The menu changed a little. I liked the old menu. 33 5 In 127.54 18 34 5 In 119.54 20 Fantastic new menu! 35 5 In 117.55 18 36 5 In 81.55 20 Week of Oct 3 Sample Score P-pickup Meal Total Tip% Complaint or Praise D- Delivery In-in-house dining 1 5 P 56.31 15 2 4 P 45.21 5 3 3 P 65.21 5 The waiting area for pickup was really warm The women's bathroom was out of paper towels It took a while just to pay-why can't I pay on app The line to pay was long. 4 4 4 P 23.42 6 6 5 4 P 89.22 15 6 3 P P 159.22 12 The parking lot was really full spot for pickup? The food was 20 min late... And then not hot? 7 1 P 77.52 3 8 1 P 45.52 0 I couldn't park so then my food got cold 9 1 P 34.32 0 Hostess gave my food to someone else! 10 2 P 23.27 5 The app said to come pickup but then I had to wait 11 4 P P 55.57 5 Forgot to add olives to my salad. I paid for them. 12 4 P P 43.37 15 13 2 D 54.77 5 Food was cold 14 3 D 66.27 4 Food was late 15 2 D 55.57 20 Food was 15 min late 16 1 D 68.47 5 The portions were smaller than usual not enough 17 4 D 44.57 15 Forgot to add napkins 18 3 D 66.47 7 I had to call to order as your app was down Your app is down and then took forever on phone 19 1 D 53.27 5 20 5 D D 91.27 10 Food just wasn't the same as always. lost flavor Your driver seemed really stressed out... nice guy 21 4 D 161.73 10 22 5 D 45.47 15 23 5 D 44.47 20 24 1 D 59.97 5 5 The food was 20 minutes late 25 5 5 In 88.87 15 26 4 4 In 99.97 12 It was really warm in the restaurant Your front door is really hard to open 27 4 In 165.73 13 28 3 In 198.70 10 The women's bathroom had trash can overflowing The place is not as clean as usual 29 4 In 208.70 10 30 4 In 87.87 12 The new menu is ok. I liked the last one better 31 1 In 89.97 10 The food came out either too hold or too cold 32 2 In 145.73 10 The food service was really scattered 33 1 In 152.73 8 34 4 In 101.74 15 35 4 In 43.57 15 What's going on with your kitchen so slow I like the place but service is going down The food is not as great as it was last month I like this place but you've lost your spark. You should really fix things as you'll lose customers. 36 3 In 89.28 10 EBTM 365 Scoring Rubric (50 Points) Exemplary (9-10 pts) Acceptable (5-8 pts) Developing (1-4 pts) Format and Business Writing Spelling and grammar are accurate. 12 pt font and 1" margins Submitted on time (10 points) Tone and style are appropriate and consistent for business communication Data table insertion is at the proper location(s) and clear references are made in the text Run chart(s) are accurately titled and axis labeled Responses are clear and concise Data tables are inserted appropriately to support the discussion Run Chart(s) (10 Points) Run chart data are accurate and the scale consistent/ appropriate O Diagram includes at least 4 sources of failures and 2 causes within each source Run chart(s) for the overall trend and individual categories are provided O Diagram is included in the analysis Cause and Effect Diagram (10 points) Check Sheet, Histogram and Pareto Chart (10 Points) O Diagram includes more than 4 sources of failures with 3 causes within each source O Diagram reflects a clear understanding of using the tool to identify sources of quality failures Check sheet and Pareto Chart clearly summarize the data and identify the priorities Histogram shows the distribution of scores and clearly labeled Charts are complete and accurate 05 reasonable recommendations and are provided Recommendations are feasible and clearly linked to the data analysis Check Sheet and Excel check sheet and Pareto Chart are Pareto and histogram properly titled included in report Data are accurately a 3+ logical categories represented in the are identified Check Sheet and Pareto Chart Recommendation 3 reasonable recommendations are provided (10 Points) a Recommendations are clearly linked to the data and analysis o Implementing the recommendations is feasible