LUCKWAY SUPERMARKET
Christy Allen, the manager of the Luckway supermarket, was very concerned with the large number of complaints from
customers, particularly on Sundays, so over the last eight weeks she obtained Sunday's complaint records from the
store's service desk. These are listed below.
Week 1 Week 2 Week 3 Week 4
out of butter out of sugar overcharged want smaller bag
out of eggs fish smelled meat bad out of grapes
line too long no light in parking lot overcharged couldn't find item
broken cart store cold couldn't find item out of peas
overcharged out of bread fish bad lines too long
line too long undercharged line too long unclean restroom
overcharged out of bread line too long couldn't find rice
out of plums slippery floor overcharged meat smelled
broken cart wrong price wrong price too cold inside
out of salt out of item broken cart couldn't find item
slippery floor broken cart windows dirty telephone broken
cashier rude store too warm store cold
store too warm store messy
no lights in dairy section noisy conditioner
too warm in store
Week 5 Week 6 Week 7 Week 8
overcharged restroom dirty lines too long meat past sale
date
lines too long overcharged couldn't find rice unclean restroom
out of item out of walnuts noisy conditioner lines too long
wrong price broken cart lines too long fish had smell
noisy cart lines too long out of bread meat past sale
date
out of bananas meat old undercharged clerk rude
out of sugar out of bread out of sugar lines too long
bad fish too cold inside out of apples overcharged
out of bread wrong price no Life cereal lines too long
out of Purina dog food torn package overcharged out of R&D pizza
out of bread double charged
didn't like music
Questions:
- Analyze these data using Run Chart (or Data Collection Form) and Pareto Chart. (1 page)
- Construct a Cause-and-Effect (Fishbone) Diagram for each of the two leading categories on the Pareto diagram. (1 page)
- Please identify issues and present recommendations for improving customer satisfaction on Sunday. (2~3 pages)
Please prepare an comprehensive analysis (4~5 pages, including text, table, graph, etc.) on analyzing data, identify quality issues, recommend improvements on this Luckway Supermarket case.
Sample Solution