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Question: Tip Top Markets is a regional chain of supermarkets located in

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 eight 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 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 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

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
overcharged on special
too cold in store
couldn’t find aspirin
out of Wheaties
undercharged
out of Minute Rice
checkout lines too long
cashier rude
out of diet cola
fish tasted fishy
meat smelled bad
ice cream thawed
overcharged on eggs
double charged on hard rolls
bread not fresh
long wait at checkout
didn’t like music
wrong price on item
lost wallet
overcharged
overcharged on bread
fish didnt smell right

June 22
milk past sales date
couldn’t find oatmeal
store too warm
out of Bounty paper towels
foreign object in meat
overcharged on orange juice
store too cold
lines too long at checkout
eggs cracked
couldn’t find shoelaces
couldn’t find lard
out of Smucker’s strawberry jam
out of 42 oz. Tide
out of Frosty Flakes cereal
fish really bad
out of Thomas’ English Muffins
windows dirty

June 29
Checkout line too long
restroom not clean
out of dove soap
couldn’t find sponges
out of Bisquick
checkout lines slow
eggs cracked
out of 18oz Tide
store not clean
out of Campbell’s turkey soup
store too cold
out of pepperoni sticks
cashier too slow
checkout lines too long
out of skim milk
meat not fresh
charged wrong price
overcharged on melon

July 6
out of straws
store too warm
out of bird food
price not as advertised
overcharged on butter
need to open more checkouts
out of masking tape
shopping carts hard to steer
stockboy was helpful
debris in aisles
lost child
out of Drano
meat looked bad
out of chinese cabbage
overcharged on butter
store too warm
out of swiss chard
floors dirty and sticky
too many people in store
out of Diamond chopped walnuts
out of bubble bath
out of Dial soap

July 13
wrong price on spaghetti
undercharged
water on floor
out of brown rice
store looked messy
out of mushrooms
store too warm
overcharged
checkout lines too long
checkout wait too long
cashier not friendly
shopping cart broken
out of Cheese doodles
couldn’t find aspirin
triple charged
out of Tip Top lunch bags
out of Saran Wrap
out of Tip Top straws
out of Dove Bars

July 20
out of cucumbers
checkout lines too slow
out of Red Peppers
found keys in parking lot
out of Tip Top napkins
lost keys
out of Apricots
wrong price on sale item
telephone out of order
overcharged on corn
out of cocktail sauce
wrong price on baby food
water on floor
out of 18oz Tide
out of onions
out of Tip Top tissues
out of squash
checkout lines too long
out of iceberg lettuce
out of romaine lettuce
out of Tip Top paper towels

July 27
out of bananas
wanted to know who won the lottery
reported accident in parking lot
stores too warm
wrong price on cranapple juice
out of carrots
oatmeal spilled in bulk section
out of fresh figs
telephone out of order
out of tip top napkins
out of tip top tissues
out of tip top straws
water on floor
windows dirty
out of tip top towels
out of icerberg lettuce
out of tip top paper
disklike store decorations
spaghetti sauce on floor
out of tip top lunch bags
out of peter pan crunchy peanut butter
out of vanilla soy milk

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