Southwestern University: (C)* on and on. A college president just can't win, muttered Wisner to himself....
Fantastic news! We've Found the answer you've been seeking!
Question:
Transcribed Image Text:
Southwestern University: (C)* on and on. "A college president just can't 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 The popularity of Southwestern University's 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: (A) in Chapter 3 and (B) in Chapter 4.) With a foot- ball 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 care of these football complaints, Leslie," he said. "See what the real problems are and let me know how you've resolved them." Gardner wasn't surprised at the request. "I've already got a han- dle on it, Joel," she replied. "We've been randomly surveying 50 fans per game for the past year to see what's on their minds. It's all part of my campuswide TQM effort. Let me tally things up and I'll get back to you in a week." When she returned to her office, Gardner pulled out the file her assistant had compiled (see Table 6.6). "There's a lot of infor- 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 weren't comfortable"; "Traffic was backed up halfway to Dallas"; and mation here," she thought. TABLE 6.6 Fan Satisfaction Survey Results (N = 250) OVERALL GRADE A B D Game Day A Parking 90 105 45 5 B. Traffic C. Seating D. Entertainment E. Printed Program 50 85 48 52 15 45 30 115 35 25 160 35 26 10 19 66 34 98 22 30 Tickets A. Pricing 105 104 16 15 10 B. Season Ticket Plans 75 80 54 41 Concessions A. Prices 16 116 58 58 2 B. Selection of Foods 155 60 24 11 C. Speed of Service 35 45 46 48 76 Respondents Alumnus 113 Student 83 Faculty/Staff 16 None of the above 38 Open-Ended Comments on Survey Cards: Parking a mess Add a skybox Get better cheerleaders Double the parking attendants Seats stink Everything is okay Too crowded Seats too narrow Great food Phil F. for President! I smelled drugs being smoked Student dress code needed Stadium is ancient Seats are like rocks Not enough cops for traffic Game starts too late Hire more traffic cops Need new band My company will buy a skybox- build it! Programs overpriced Want softer seats Beat those Longhorns! r'l pay for a skybox Seats too smali Band was terrific Love Phil Flamm Everything is great Build new stadium Move games to Dallas No complaints Dirty bathroom More hot dog stands Seats are all metal Need skyboxes 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 Go SWU! Lines are awful Seats are uncomfortable I will pay more for better view Get a new stadium I want cushioned seats Not enough police Students too rowdy Parking terrible Toilets weren't clean Not enough handicap spots in lot Well done, SWU Better seats Seats not comfy Bigger parking lot I'm too old for bench seats Great! Cold coffee served at game Discussion Questions 1. Using at least two different quality tools, analyze the data and present your conclusions. 2. How could the survey have been more useful? 3. What is the next step? Southwestern University: (C)* on and on. "A college president just can't 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 The popularity of Southwestern University's 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: (A) in Chapter 3 and (B) in Chapter 4.) With a foot- ball 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 care of these football complaints, Leslie," he said. "See what the real problems are and let me know how you've resolved them." Gardner wasn't surprised at the request. "I've already got a han- dle on it, Joel," she replied. "We've been randomly surveying 50 fans per game for the past year to see what's on their minds. It's all part of my campuswide TQM effort. Let me tally things up and I'll get back to you in a week." When she returned to her office, Gardner pulled out the file her assistant had compiled (see Table 6.6). "There's a lot of infor- 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 weren't comfortable"; "Traffic was backed up halfway to Dallas"; and mation here," she thought. TABLE 6.6 Fan Satisfaction Survey Results (N = 250) OVERALL GRADE A B D Game Day A Parking 90 105 45 5 B. Traffic C. Seating D. Entertainment E. Printed Program 50 85 48 52 15 45 30 115 35 25 160 35 26 10 19 66 34 98 22 30 Tickets A. Pricing 105 104 16 15 10 B. Season Ticket Plans 75 80 54 41 Concessions A. Prices 16 116 58 58 2 B. Selection of Foods 155 60 24 11 C. Speed of Service 35 45 46 48 76 Respondents Alumnus 113 Student 83 Faculty/Staff 16 None of the above 38 Open-Ended Comments on Survey Cards: Parking a mess Add a skybox Get better cheerleaders Double the parking attendants Seats stink Everything is okay Too crowded Seats too narrow Great food Phil F. for President! I smelled drugs being smoked Student dress code needed Stadium is ancient Seats are like rocks Not enough cops for traffic Game starts too late Hire more traffic cops Need new band My company will buy a skybox- build it! Programs overpriced Want softer seats Beat those Longhorns! r'l pay for a skybox Seats too smali Band was terrific Love Phil Flamm Everything is great Build new stadium Move games to Dallas No complaints Dirty bathroom More hot dog stands Seats are all metal Need skyboxes 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 Go SWU! Lines are awful Seats are uncomfortable I will pay more for better view Get a new stadium I want cushioned seats Not enough police Students too rowdy Parking terrible Toilets weren't clean Not enough handicap spots in lot Well done, SWU Better seats Seats not comfy Bigger parking lot I'm too old for bench seats Great! Cold coffee served at game Discussion Questions 1. Using at least two different quality tools, analyze the data and present your conclusions. 2. How could the survey have been more useful? 3. What is the next step?
Expert Answer:
Answer rating: 100% (QA)
1 There are plenty of ways to research this data we recommend getting the scholar to start by considering the tools of TQM and go from there Here weve ... View the full answer
Related Book For
Principles of Operations Management Sustainability and Supply Chain Management
ISBN: 978-0134181981
10th edition
Authors: Jay Heizer, Barry Render, Chuck Munson
Posted Date:
Students also viewed these management leadership questions
-
The popularity of Southwestern University's 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...
-
An isochronic process, also called a constant-volume process, an isovolumetric process, or an isometric process, is a thermodynamic process during which the volume of the closed system undergoing...
-
The popularity of Southwestern Universitys football program under its new coach, Bo Pitterno, surged in each of the 5 years since his arrival at the Stephenville, Texas, college, (Southwestern...
-
Strickland Co. currently charges manufacturing over-head costs to products using machine hours. However, company management believes that the use of ABC would provide more realistic cost estimates...
-
What is the purpose of completing a competitive analysis grid?
-
A swimming pool is 20 ft wide, 40 ft long, 3 ft deep at the shallow end, and 9 ft deep at its deepest point. A cross-section is shown in the figure. If the pool is being filled at a rate of...
-
Is there a relationship between the number of accounting standards issued and demand for accounting and auditing services? Explain this relationship. Given this relationship, should environmental...
-
Did Sino-Forest manage earnings? Refer to the discussion in this chapter about different perspectives on earnings management in responding.
-
Here are the relevant estimates for the budget preparation of Beta Corporation for the fourth quarter of 2023: October November December Credit sales 1 403 380 1 631 850 1 205 930 Credit purchases...
-
[5] A marksman is firing a pistol at a 5 cm diameter, circular bullseye some distance away. The center of the target is considered (0, 0). This marksman pulls a little to the right (positive x) and a...
-
Rouse Company manufactures and sells a single product. The company's sales and expenses for last year follow: (Click the icon to view the information.) Read the requirements. The total contribution...
-
Short Assignment #4 - Marketing Plan (Rough Draft) For Apple. realize the following : Identify a product you are passionate about. It should be something you are interested in and something that is...
-
For Adita Inc. in Industry I, assume that preferred stock is noncumulative and calculate total dividends paid out to each class of shareholders for each of Years 1, 2, 3, and 4 and the years...
-
Ivan's, Incorporated, paid $48 in dividends and $594 in interest this past year. Common stock increased by $204 and accumulated retained earnings in the balance sheet increased by $-190. What is the...
-
A company signs a lease acquiring the right to use property for five years. Lease payments of $17156.31 are to be made annually at the end of this year and the next four years. The discount, or...
-
Thaler, R. H. (2015). Misbehaving: The making of behavioral economics . WW Norton & Company Topic A (Thaler 21) - Describe Thaler's "guess-the-number" game. What can be learned about different level...
-
1. A student shines a red laser at two slits in a piece of paper. The slits are 0.080 mm apart. A screen is placed 2.0 m away from the slits. Upon taking measurements, the student determines that...
-
A routine activity such as pumping gasoline can be related to many of the concepts studied in this text. Suppose that premium unleaded costs $3.75 per gal. Work Exercises in order. Use the...
-
Three students arrive per minute at a coffee machine that dispenses exactly four cups per minute at a constant rate. Describe the system parameters.
-
A major drug store chain wishes to build a new warehouse to serve the whole Midwest. At the moment, it is looking at three possible locations. The factors, weights, and ratings being considered are...
-
Use the sales data given below to determine: (a) the least squares trend line, and (b) the predicted value for 2003 sales. Year ______________________ Sales (Units) 1996...
-
Explain the limitations that auditors face when they perform the attest function.
-
Indicate whether you think the following third-party groups would normally represent a (1) primary beneficiary, (2) foreseen party, or (3) foreseeable party. Give reasons for your answers. a. A...
-
Use and Dispose Company was organized to manufacture and sell inexpensive golf clubs that can be used during the golf round and then thrown away at the end of the round. In order to keep the business...
Study smarter with the SolutionInn App