Tip Top Market Case Study

Tip Top Markets
Introduction
Tip Top Markets is a regional chain of supermarkets located in Southeastern United States. Tip Top market is one of the famous stores which served different food to the customers as per their needs. Karen Martin is the manager of the stores and she found out different problems. Tip Top Market has numerous problems that limit them from better success.
Problems
Like any other supermarkets, Tip Top Markets do not function perfectly. There are a lot of complaints from customers, particularly Tuesdays. These complaints cover a wide range of areas such as customer service, checkout logistics, broken or expired products and store atmosphere. Different strategies were implemented but none of it solved the problems.
There were a total of 184 complains or comments on those nine Tuesdays.
Complaints June 1 June 8 June 15 June 22 June 29 July 6 July 13 July 20 July 27
Out-of-stock 2 4 3 5 7 8 7 13 12
Overcharged 3 2 5 1 1 1 2 1 1
Poor store maintenance 1 2 0 1 2 3 3 1 3
Long check-out waiting time 2 0 2 1 4 1 2 2 0
Defective products 3 3 2 2 1 0 1 0 0
Uncomfortable store temperature 1 1 1 2 1 2 1 0 1
Meat not fresh 4 2 0 1 1 1 0 0 0
Wrong price/under charge 0 1 2 0 0 1 2 2 0
Could not find items 2 0 1 3 0 1 1 0 0
Employees not courteous/helpful 2 1 1 0 0 1 1 0 0
Fish not fresh 0 2 2 1 0 0 0 0 0
Table 1: Complaints or comments sent in by customers

Data Analysis
Check Sheet – The check sheet shows there are 184 customer complaints received for the past 8 Tuesdays. There are complaints that are similar and could be categorized for easier analysis. We came out with 12 categories, namely:
 Out-of-stock - 61
 Overcharged - 18
 Poor store maintenance - 16
 Long check-out waiting time - 14
 Defective products - 12
 Uncomfortable store temperature - 10
 Meat not fresh - 9
 Wrong price/under charge -
2) Import the raw material from the local market if possible, and try to maintain the warehouse near the store area.
3) Company must focus on providing the better and quality product to the customer quickly, reasonable pricing strategies can be done to resolve the price of the product, and ensure that their product are more qualitative than others all the time by creating more values towards the customer, Tip Top Store also needs to provide proper training to the staff and employees on delivering the services to the customers, needs to enhance their communication skills, trained them frequently, and be sure that the store are focusing more on quality of the product rather than money.
4) Tip top need to use recent technology that provides relatively fine forecasting of their raw material and food consumption by the customer.
5) Implementation of radio frequency technology which reduces unwanted burden to the customer, fast and quick access in delivering the product to the customer and increase efficiency in billing procedure.
6) Check out all the materials that come from the vendor part, and balance it as per needs of the store, also check the expired date of the meat