Case Study: Southwestern University The popularity of Southwestern Universitys football program under its new coach Phil Flamm surged in each of the 5 years since his arrival at the Stephenville, Texas, college With a football stadium close to maxing out at 54,000 seats and a vocal coach pushing for a new stadium, SWU president Joel Wisner faced some difficult decisions. After a phenomenal upset victory over its archrival, the University of Texas, at the homecoming game in the fall, Dr. Wisner was not as happy as one would think. Instead 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 werent comfortable; Traffic was backed up halfway to Dallas; and on and on. A college president just cant win, muttered Wisner to himself. 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 youve resolved them. Gardner wasnt surprised at the request. Ive already got a handle on it, Joel, she replied. Weve been randomly surveying 50 fans per game for the past year to see whats on their minds. Its all part of my campuswide TQM effort. Let me tally things up 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 below). Theres a lot of information here, she thought. Source: Jay Heizer, Barry Render and Chuck Munson, Operations Management: Sustainability and Supply Chain Management Pearson Education, Inc., 2017. Fan Satisfaction Survey Results: question

1.What is the next step for Leslie Gardner and Joel Wisner?