Backround: Often management may present a problem to us in the form of a question or a request. We need to be prepared to respond with analysis and recommendations clearly communicated in the form of a problem solving report for problems that require some analysis. Assignment: We will use the data and scenario of the Southwestern University Case Study found in chapter 6, page 239 of Principles of Operations Management by Heizer, Render, and Munson, 10th edition. You are to write a problem solving report in direct format (after brief intro, the recommendations come first) addressing President Wisners request(s) found in the text. Your report should include the following: Clear prioritized recommendation summary. A Pareto analysis of the numerical survey data, focusing on the C-F grades including the graph and brief analysis. At least one recommendation for making future surveys more useful. A Pareto analysis of the open-ended comments with graph and brief analysis. A cause-and-effect diagram of some related problem with diagram and brief analysis. A Word document with the two Pareto charts and Cause and Effect Diagrams embedded in the appropriate places as jpeg files. A separate Excel file containing your spreadsheets. Files should be named yourlastnamefirstinitialWriting3 (for me that would look like bullingtonkWriting3). Be careful about making sweeping recommendations. For instance, I would hesitate to recommend (thats a Southern way of saying there is no way I would do this) installing skyboxes when I do not know (a) how much they cost or (b) how many people are willing to invest. However, I might recommend that we find the answers to questions (a) and (b), but just because someone brought it up does not mean that it necessarily rises to the level of further investigation. A model format for the report will be provided, but you may begin working on the assignment.
CHAPTER 6 MANAGING QUALITY 239 CASE STUDIES Southwestern University: (C)* The popularity of Southwestern University's football program . "A college president just can't win," muttered Wisner its new coach Phil Flamm surged in each of the 5 v ival at the Stephenville, Texas, college. (See Southwestern tiversity: (A) in Chapter 3 and (B) in Chapter 4.) With a foot- hall stadium close to maxing out at 54,000 scats and a vocal coach nushing for a new stadlum, SwU president Joel Wisner faced some difficu s archrn the fall, Dr. Wisner was not as happy as one would rhink Instead to himelf At his staff meeting the following Monday, Wisner turned to his VP of administration, Leslie Gardner. "I wish you would take care of these football complaints, Leslie," he said. "See what the real problems are and let me know how you've resolved them. Gardner wasnt surprised at the request. "I've already got a han- upset victory over , the University of Tera it, J for the nast year to sce what's on their minds. It's all part of my campuswide TQM effort. Let me tally things up 50 fans of ecstatic alumni, students, and faculty, all Wisner heard were complaints, "The lines at the concession stands were too long"; "Parking was harder to find and farther away than in the old days" (that is, before the team won regularly); "Seats weren't comfortable"; "Traffic was backed up halfway to Dallas"; and and I'll get back to you in a week." When she returned to her office, Gardner pulled out the file her assistant had compiled (see Table 6.6). "There's a lot of infor- mation here," she thought. Fan Satisfaction Survey Results (N 250) TABLE 6.6 OVERALL GRADE F D B A A. Parking 5 Game Day 45 5 105 90 Traffic 52 15 85 48 50 Seating 115 35 25 30 45 D. Entertainment 10 19 160 26 35 E. Printed Program 22 30 66 34 98 A. Pricing 16 Tickets 105 104 15 10 B. Season Ticket Plans 75 80 54 41 0 Concessions A. Prices 16 116 58 58 B. Selection of Foods 155 60 24 11 0 C. Speed of Service 35 46 45 48 76 Respondents Alumnus 113 Student 83 Faculty/Staff 16 None of the above 38 Open-Ended Comments on Survey Cards: Parking a mess Add a skybox Get better cheerleaders Double the parking attendants Everything is okay Too crowded Seats too narrow food PhiE Put in bigger seats Friendly ushers Need better seats Expand parking lots Hate the bleacher seats Hot dogs cold $3 for a coffee? No way! Get some skyboxes My company will buy a skybox- build it! Programs overpriced Want softer seats Beat those Longhorns! I'll pay for a skybox Seats too small Band was territic stands ore Seats are all metal Need skyboxes Seats stink Go SWU! Lines are awful Seats are uncomfortable I will pay more for better view Get a new stadium Student dress code needed I want cushioned seats Not enough police owdy Parking terrible Toilets weren't clean Not enough handicap spots in lot Well done, SWU President ms Took an hour to park Everything is great new stadium smelled drugs being smoked is ancient More water fountains eat Dallas Move No complaints Dirty bathroom are like rocks Not eno Better seats Seats not comfy Bigger parking lot I'm too old for bench seats Cold coffee served at game Game starts too laeraffic Hire more traffic cops Need new band Great CHAPTER 6 MANAGING QUALITY 239 CASE STUDIES Southwestern University: (C)* The popularity of Southwestern University's football program . "A college president just can't win," muttered Wisner its new coach Phil Flamm surged in each of the 5 v ival at the Stephenville, Texas, college. (See Southwestern tiversity: (A) in Chapter 3 and (B) in Chapter 4.) With a foot- hall stadium close to maxing out at 54,000 scats and a vocal coach nushing for a new stadlum, SwU president Joel Wisner faced some difficu s archrn the fall, Dr. Wisner was not as happy as one would rhink Instead to himelf At his staff meeting the following Monday, Wisner turned to his VP of administration, Leslie Gardner. "I wish you would take care of these football complaints, Leslie," he said. "See what the real problems are and let me know how you've resolved them. Gardner wasnt surprised at the request. "I've already got a han- upset victory over , the University of Tera it, J for the nast year to sce what's on their minds. It's all part of my campuswide TQM effort. Let me tally things up 50 fans of ecstatic alumni, students, and faculty, all Wisner heard were complaints, "The lines at the concession stands were too long"; "Parking was harder to find and farther away than in the old days" (that is, before the team won regularly); "Seats weren't comfortable"; "Traffic was backed up halfway to Dallas"; and and I'll get back to you in a week." When she returned to her office, Gardner pulled out the file her assistant had compiled (see Table 6.6). "There's a lot of infor- mation here," she thought. Fan Satisfaction Survey Results (N 250) TABLE 6.6 OVERALL GRADE F D B A A. Parking 5 Game Day 45 5 105 90 Traffic 52 15 85 48 50 Seating 115 35 25 30 45 D. Entertainment 10 19 160 26 35 E. Printed Program 22 30 66 34 98 A. Pricing 16 Tickets 105 104 15 10 B. Season Ticket Plans 75 80 54 41 0 Concessions A. Prices 16 116 58 58 B. Selection of Foods 155 60 24 11 0 C. Speed of Service 35 46 45 48 76 Respondents Alumnus 113 Student 83 Faculty/Staff 16 None of the above 38 Open-Ended Comments on Survey Cards: Parking a mess Add a skybox Get better cheerleaders Double the parking attendants Everything is okay Too crowded Seats too narrow food PhiE Put in bigger seats Friendly ushers Need better seats Expand parking lots Hate the bleacher seats Hot dogs cold $3 for a coffee? No way! Get some skyboxes My company will buy a skybox- build it! Programs overpriced Want softer seats Beat those Longhorns! I'll pay for a skybox Seats too small Band was territic stands ore Seats are all metal Need skyboxes Seats stink Go SWU! Lines are awful Seats are uncomfortable I will pay more for better view Get a new stadium Student dress code needed I want cushioned seats Not enough police owdy Parking terrible Toilets weren't clean Not enough handicap spots in lot Well done, SWU President ms Took an hour to park Everything is great new stadium smelled drugs being smoked is ancient More water fountains eat Dallas Move No complaints Dirty bathroom are like rocks Not eno Better seats Seats not comfy Bigger parking lot I'm too old for bench seats Cold coffee served at game Game starts too laeraffic Hire more traffic cops Need new band Great
