When she returned to her office. Gardner pulled out the file her assistant had compiled (see Table 6). "There's a lot of information here." she thought. CASE STUDIES WA Fast Creek Lightning: (C)* The popularity of the Fast Creek Lightning hockey team under its new coach. Scotty Beauchamp, has surged in each of the five years since his arrival in town. With an arena close to maxing out at 10 800 seats and a vocal coach pushing for a new fucility, Fast Creek Lightning owner Keith MacLennun faced some difficult decisions. After a phenomenal upset victory over its archrival. the Walkerford Wolves, at the Holiday Classic in December. MacLennan was not as happy as one would think. Instead of ecstatic fans, all MacLennan 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"; "Seats were shabby": "Traffic was backed up halfway to Saskatoon": and on and on. "I just can't win." muttered MacLennan At his staff meeting the following Monday. MacLennan fumed to his VP of operations, Leslie Gardner. "I wish you would take on these complaints. Leslie." he said. "See what the real problems are- let me know how you've resolved them." Gardner wasn't surprised at the request. "I've already got a handle on it. Keith." she replied, "We've been randomly surveying 50 fans per game for the past five games to see what's on their minds. It's all part of the organization-wide TQM effort. Let me tally things up and I'll get back to you in a week. 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? * This integrated case study runs throughout the text. Other issues fucing Fast Creek's new arena include: (A) managing the renovation project: (B) forecasting game attendance: (D) break-even analysis of food services. (E) locating the new arena; inventory planning of hockey programs and 1) scheduling of security officer Ataff for game days. Recuming cases are also available in a ser ut tile for instructors using the PCI. 188 Managing Quality Fan Satisfaction Survey Results (N=250) Overall Grade D E B 10 45 TOS Dardim Come av Managing Quality Tahib Fan Satisfaction Survey Results (N = 250) Overall Grade D A B 105 85 45 5 48 115 E 5 15 25 19 30 52 35 10 22 15 26 35 98 30 34 104 10 0 16 54 58 41 80 2 116 58 11 24 0 60 45 46 48 76 Game Day 90 A. Parking 50 B. Traffic 45 C. Seating D. Entertainment 160 E. Printed Program 66 Tickets A. Pricing 105 B. Season Ticket Plans 75 Concessions A. Prices 16 B. Selection of Foods 155 35 C. Speed of Service Respondents 250 Open-Ended Comments on Survey Cards: Parking a mess More hot dog stands Add a luxury box Seats are all metal Seats too narrow Seats stink Everything is okay Go Lightning! Too crowded Lines are awful Programs overpriced Seats are uncomfortable Great food Seats too small Bigger parking lot Get a new arena 1 smelled drugs being smoked Double the parking attendants Stadium is ancient Not enough police Scotty B. for prime minister Not enough cops for traffic Seals are like rocks Fans 100 rowdy Game starts too late Parking terrible Hire inore traffic cops Toilets weren't clean Need new sound system Not enough handicap spots in los Great Put in bigger seats Friendly ushers Expand parking lots Need better seats Hot dogs cold $3 for a coffee? No way! Get some boxes Well done Took an hour to park Coachts terrific More water fountains Better seats Seats not com I want cushioned seats I'm too old for these seats Everything is great Need boxes Want softer seats Beat those Wolves! I'll pay for a box I will pay more for better view Music was terrific Love Beauchamp My company will buy a box-build it! Build new arena Move games to Saskatoon No complaints Dirty bathroom Love the new uniforms Cold coffee served at game Ee to search =