Tip Top Markets
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Tip Top Markets is a regional chain of supermarket located in the Southeastern United States, Karen Martin, manager of one of the stores, was disturbed by the large number of complaints from customers at her stores, particular on Tuesday, so she obtained complaints records from the stores customer service desk fro the last eight Tuesdays. These are shown below;
Assume you have been asked to help analyze the data and to make recommendations for improvement. Analyze the data using the checklist, a Pareto diagram, and run charts. Then construct a cause-and-effect diagram for the leading category on your Pareto diagram. Based on your analysis, prepare a list of recommendations that will address customer complaints.
June 1
June 22
Out of Orange Yogurt
Bread stale
Checkout line too long
Overcharged
Double charged
Out of tangerines
Charged for items not
Purchased
Couldnt find sponges
Meat tasted strange
Store too cold
Light out in parking lot
Cashier not friendly
Produce not fresh
Out of Progresso
chicken soup
Couldnt find rice
Milk past sell date
Stock clerk rude
Out of maple walnut
ice cream
Something green in
meat
Didnt like music
Checkout line too
slow
Milk past sell date
Store too warm
Foreign object in meat
Store too cold
Eggs cracked
Couldnt find lard
Out of 42 oz, Tide
Fish really bad
Windows dirty
Couldnt find oatmeal
Out of Bounty paper towels
Overcharged on orange
juice
Lines too long on checkout
Couldnt find shoe laces
Out of Smuckers
strawberry jam
Out of Frosty Flakes cereal
Out of Thomas English
muffin
June 8
June 29
Fish smelled funny
Out of diet bread
Dented can
Out of hamburger rolls
Fish not fresh
Out of bananas
Meat tasted bad
ATM ate card
Slippery floor
Music too loud
Undercharged
Out of roses
Out of figs
Overcharged on two
items
Store too warm
Out of ice
Telephone of order
Overcharged
Rolls stale
Bread past sales
date
Checkout line too long
Out of Dove soap
Out of Biscuit
Eggs cracked
Store not clean
Store too cold
Cashier too slow
Out of skimmed milk
Restroom not clean
Couldnt find sponges
Checkout line too
Slow
Out of 18 oz, Tide
Out of Campbells chicken
soup
Out of pepperroni sticks
Checkout line too long
Meat not fresh
June