Question

Tip Top Markets is a regional chain of supermarkets 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 store, particularly on Tuesdays, so she obtained complaint records from the store's customer service desk for the last nine Tuesdays. Assume you have been asked to help analyze the data and to make recommendations for improvement. Analyze the data using a check sheet, a Pareto diagram, and run charts. Then construct a June 1 out of orange yogurt produce not fresh bread stale lemon yogurt past sell date checkout lines too long couldn't find rice overcharged milk past sell date double charged stock clerk rude meat smelled strange cashier not friendly charged for item not purchased out of maple walnut ice cream couldn't find the sponges something green in meat meat tasted strange didn't like music store too cold checkout lines too slow light out in parking lot cause-and-effect diagram for the leading category on your Pareto diagram. On July 15, changes were implemented to reduce out-of-stock complaints, improve store maintenance, and reduce checkout lines/pricing problems. Do the results of the last two weeks reflect improvement? Based on your analysis, prepare a list of recommendations that will address customer complaints. June 8 fish smelled funny undercharged out of diet bread out of roses dented can meat spoiled out of hamburger rolls overcharged on two items fish not fresh store too warm cashier not helpful out of ice meat tasted bad telephone out of order ATM ate card overcharged slippery floor rolls stale music too loud bread past sale date June 15 wanted smaller size too cold in store out of Wheaties out of Minute Rice cashier rude fish tasted fishy ice cream thawed double charged on hard rolls long wait at checkout wrong price on item overcharged fish didn't smell right overcharged on special couldn't find aspirin undercharged checkoutlines too long out of diet cola meat smelled bad overcharged on eggs bread not fresh didn't like music lost wallet overcharged on bread June 22 milk past sales 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 at checkout couldn't find shoelaces out of Smucker's strawberry jam out of Frosty Flakes cereal out of Thomas' English Muffins (continued)

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