The popularity of the Fast Creek Lightning hockey team under

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. (See Fast Creek Lightning (A) in Chapter 3 and (B) in Chapter 4.) With an arena close to maxing out at 10 800 seats and a vocal coach pushing for a new facility, Fast Creek Lightning owner Keith MacLennan 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. €œThe lines at the concession stands were too long€; €œParking was harder to find and farther away than in the old days€; €œSeats were shabby€; €œTraffic was backed up halfway to Saskatoon€; and on and on. €œI just can€™t win,€ muttered MacLennan.
At his staff meeting the following Monday, MacLennan turned to his VP of operations, Leslie Gardner. €œI wish you would take on these complaints, Leslie,€ he said. €œSee what the real problems are€”let me know how you€™ve resolved them.€ Gardner wasn€™t surprised at the request. €œI€™ve already got a handle on it, Keith,€ she replied. €œWe€™ve been randomly surveying 50 fans per game for the past 5 games to see what€™s on their minds. It€™s all part of the organ- ization-wide 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). €œThere€™s a lot of information here,€ she thought.
Fan Satisfaction Survey Results (N = 250)
The popularity of the Fast Creek Lightning hockey team under
The popularity of the Fast Creek Lightning hockey team under

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?

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