Tip Top Markets

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 store's 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

Couldn't find sponges

Meat tasted strange

Store too cold

Light out in parking lot Cashier not friendly

Produce not fresh

Out of Progresso

chicken soup

Couldn't find rice

Milk past sell date

Stock clerk rude

Out of maple walnut

ice cream

Something green in

meat

Didn't like music

Checkout line too

slow Milk past sell date

Store too warm

Foreign object in meat

Store too cold

Eggs cracked

Couldn't find lard

Out of 42 oz, Tide

Fish really bad

Windows dirty Couldn't find oatmeal

Out of Bounty paper towels

Overcharged on orange

juice

Lines too long on checkout

Couldn't find shoe laces

Out of Smucker's

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

Couldn't find sponges

Checkout line too

Slow

Out of 18 oz, Tide

Out of Campbell's chicken

soup

Out of pepperroni sticks

Checkout line too long

Meat not fresh

June