Southwestern University Case Study
1. Using at least two different tools, analyze the data and present your conclusions. Using the Pareto Chart, the number of times all items were graded with the lowest rating “E” was plotted. Based on this chart and on the 80-20 principle, the top 3 items namely Speed of service, Printed Program, and Seating were causing the rest of the complaints on the rest of the items. Cumulative Frequency Speed of Service Printed Program Seating Entertainment Traffic Pricing Parking Prices Season Ticket Plans Selection of Foods Subtotal 0 182 182 100% 0 182 100% 76 30 25 19 15 10 5 2 Frequency 76 106 131 150 165 175 180 182 Percentage 42% 58% 72% 82% 91% 96% 99% 100%
Sample Fish-Bone Chart
Material seats are like rocks Dirty Bathroom Seats too narrow
Method Took an hour to park Game starts too late
Complains Man Double the parking attendants Get better cheerleaders Machine Parking a mess
2. How could the survey have been more useful? Since the survey was supposed to address complains, it could have been more useful if the tool was designed to determine “failure” instead of grading items on a scale. Out of the 10 items, the management could focus on identified aspect with a failed rating and the surge of overwhelming data would be avoided. 3. What is the next step? Following the Pareto principle, management should address the complaints on Speed of service, Printed Program, and Seating as they are causing 80% of the complains. Reaction: A qualitative data collected backed up with quantitative tools is an effective way of addressing issues that affect quality. In order to avoid being overwhelmed, it is important to establish the goals first before setting out to gather data. There are three things that could have been done to make this activity better. First as mentioned, using the “Pass” or “Fail” rating, instead of the Grading on a scale rating, should have been used to narrow down the complaints. Second, this survey would have a higher chance of being more
Sample Fish-Bone Chart
Material seats are like rocks Dirty Bathroom Seats too narrow
Method Took an hour to park Game starts too late
Complains Man Double the parking attendants Get better cheerleaders Machine Parking a mess
2. How could the survey have been more useful? Since the survey was supposed to address complains, it could have been more useful if the tool was designed to determine “failure” instead of grading items on a scale. Out of the 10 items, the management could focus on identified aspect with a failed rating and the surge of overwhelming data would be avoided. 3. What is the next step? Following the Pareto principle, management should address the complaints on Speed of service, Printed Program, and Seating as they are causing 80% of the complains. Reaction: A qualitative data collected backed up with quantitative tools is an effective way of addressing issues that affect quality. In order to avoid being overwhelmed, it is important to establish the goals first before setting out to gather data. There are three things that could have been done to make this activity better. First as mentioned, using the “Pass” or “Fail” rating, instead of the Grading on a scale rating, should have been used to narrow down the complaints. Second, this survey would have a higher chance of being more