A franchises super market is located in the North West of United States. Sara, the manager of one of the stores, was disturbed by the large number of complaints from customers at her store, particularly on Tuesdays. A quality improvement plan was initiated to reduce complaints. She obtained complaint records from the store's customer service desk for the last nine Tuesdays and identified the following six types of problems: pricing, checkout speed & charging mistakes, long waiting lines, store & parking lot conditions, out of stock and quality of products. Do the results of the last two weeks reflect improvement?
Use the data and come up with a Check Sheet, Pareto Chart, and a Fishbone Diagram for the most problematic issue that you identify using the Pareto Chart. Then prepare a list of recommendations that will address customers complains.
June 1 June 8 out of orange yogurt produce not fresh fish smelled funny underchargon bread stale lemon yogurt past sell date out of diet bread out of roses checkout lines too long couldn't find rice dented can meat spoiled overcharged milk past seil date out of hamburger rolls overcharged on two stems double charged stock clerk rude fish not fresh sicie too warmi meat smelled strange cashier riot friendly cashier not helpful out of ice charged for item not purchased out of maple walnut ice crean meat tasted bau teiephone out of order couldn't find the sponges something green in meat ATM ate carni overcharged meat tasted strange didn't like music slippery floor rolls stale store too cold checkout lines too slow music too loud bread past sale date light ou! in parking lot June 15 July 13 wanted smaller size overcharged on special wrong price on spaghetti undercharged too cold in store couldn't find aspirin water on floor out of brown rice out of Wheaties undercharged store looked messy out of mushrooms out of Minute Rice checkout lines too long store too warm overcharged cashier rude out of diet cola checkolit lines too long checkout wait too long fish tasted fishy meat smelled bad cashier not friendly out of Cheese Doodles shopping cart broken couldn't find aspirin ice cream thawed overchargewon eggs double charged on hard rolls bread not fresh triple charged nut of Tip Top lunch bags out of Tip Top straws long wait at checkout didn't like music out of Saran Wrap wrong price on item Tost bailet out of Dove Bars overcharged overcharged on bread fish didn't smell right (continued) June 22 July 20 milk past sales date couldn't find oatmeal out of Bounty paper towels store too warm out of cucumbers checkout lines too slow found keys in parking lot out of Tip Top toilet paper out of red peppers out of Tip Top napkins overcharged on orange juice lost keys out of apricots foreign object in meat store too cold eggs cracked couldn't find lard out of 42 oz. Tide lines too long at checkout couldn't find shoelaces wrong price on sale item telephone out of order cvercharged on corn out of cocktail sauce out of Smucker's strawberry jam uut of Frosty Flakes cereal out of Thomas' English Muffins water on floor wrong price on baby food out of 18 oz. Tide fish really bad out of onions windows dirty out of Tip Top tissues checkout lines too long out of romaine lettuce out of squash out of iceberg lettuce out of Tip Top paper towels June 29 July 27 checkout line too long restroom not clean out of bananas wanted to know who won the out of Dove soap couldn't find sponges Icttery reported accident in parking lot wrong price on cranapple juice store too warm out of Bisquick eggs cracked checkout lines slow out of 18 oz. Tide out of carrots store not clear out of fresh figs out of Campbell's turkey soup out of pepperoni sticks checkout lines too long oatmeal spilled in bulk section telephone out of order out of Tip Top tissues store too cold cashier too slow out of skim milk charged wrong price out of Tip Top napkins out of Tip Top straws windows dirty water on floor meat not fresh out of Tip Top paper towels overcharged on melon out of iceberg lettuce out of Tip Top toilet paper spaghetti sauce on floor July 6 dislike store decorations out of Tip Top lunch bags out of vanilla soy milk out of Peter Pan crunchy peanut butter store ton varm July 6 ou out of straws store too warm out of bird food overcharged on butter out of masking tape stockboy was not helpful lost child price not as advertised need to open more checkouts shopping carts hard to steer debris in aisles out of Drano out of Chinese cabbage meat looked bad overcharged on butter out of Swiss chard. store too warm floors dirty and sticky out of Diamond chopped walnuts too many people in store out of bubble bath out of Dial soap June 1 June 8 out of orange yogurt produce not fresh fish smelled funny underchargon bread stale lemon yogurt past sell date out of diet bread out of roses checkout lines too long couldn't find rice dented can meat spoiled overcharged milk past seil date out of hamburger rolls overcharged on two stems double charged stock clerk rude fish not fresh sicie too warmi meat smelled strange cashier riot friendly cashier not helpful out of ice charged for item not purchased out of maple walnut ice crean meat tasted bau teiephone out of order couldn't find the sponges something green in meat ATM ate carni overcharged meat tasted strange didn't like music slippery floor rolls stale store too cold checkout lines too slow music too loud bread past sale date light ou! in parking lot June 15 July 13 wanted smaller size overcharged on special wrong price on spaghetti undercharged too cold in store couldn't find aspirin water on floor out of brown rice out of Wheaties undercharged store looked messy out of mushrooms out of Minute Rice checkout lines too long store too warm overcharged cashier rude out of diet cola checkolit lines too long checkout wait too long fish tasted fishy meat smelled bad cashier not friendly out of Cheese Doodles shopping cart broken couldn't find aspirin ice cream thawed overchargewon eggs double charged on hard rolls bread not fresh triple charged nut of Tip Top lunch bags out of Tip Top straws long wait at checkout didn't like music out of Saran Wrap wrong price on item Tost bailet out of Dove Bars overcharged overcharged on bread fish didn't smell right (continued) June 22 July 20 milk past sales date couldn't find oatmeal out of Bounty paper towels store too warm out of cucumbers checkout lines too slow found keys in parking lot out of Tip Top toilet paper out of red peppers out of Tip Top napkins overcharged on orange juice lost keys out of apricots foreign object in meat store too cold eggs cracked couldn't find lard out of 42 oz. Tide lines too long at checkout couldn't find shoelaces wrong price on sale item telephone out of order cvercharged on corn out of cocktail sauce out of Smucker's strawberry jam uut of Frosty Flakes cereal out of Thomas' English Muffins water on floor wrong price on baby food out of 18 oz. Tide fish really bad out of onions windows dirty out of Tip Top tissues checkout lines too long out of romaine lettuce out of squash out of iceberg lettuce out of Tip Top paper towels June 29 July 27 checkout line too long restroom not clean out of bananas wanted to know who won the out of Dove soap couldn't find sponges Icttery reported accident in parking lot wrong price on cranapple juice store too warm out of Bisquick eggs cracked checkout lines slow out of 18 oz. Tide out of carrots store not clear out of fresh figs out of Campbell's turkey soup out of pepperoni sticks checkout lines too long oatmeal spilled in bulk section telephone out of order out of Tip Top tissues store too cold cashier too slow out of skim milk charged wrong price out of Tip Top napkins out of Tip Top straws windows dirty water on floor meat not fresh out of Tip Top paper towels overcharged on melon out of iceberg lettuce out of Tip Top toilet paper spaghetti sauce on floor July 6 dislike store decorations out of Tip Top lunch bags out of vanilla soy milk out of Peter Pan crunchy peanut butter store ton varm July 6 ou out of straws store too warm out of bird food overcharged on butter out of masking tape stockboy was not helpful lost child price not as advertised need to open more checkouts shopping carts hard to steer debris in aisles out of Drano out of Chinese cabbage meat looked bad overcharged on butter out of Swiss chard. store too warm floors dirty and sticky out of Diamond chopped walnuts too many people in store out of bubble bath out of Dial soap
