Case Analysis: Tip Top Markets (Page 415)

(Due 11/12/2022)

Please use the following TQM tools to analyze the data collected from Tip Top Markets and make your recommendations.

1. Check sheet. (you can classify each complaint into different categories such as out of stock, customer unable to find product, store/parking lot conditions, checkout line/pricing problems, quality of products, and other)

2. Pareto diagram 3. Run Charts 4. Cause-and-Effect diagram for the leading category

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Case Analysis: Tip Top Markets (Page 412)

Scoring Rubric (10 Points)

Exemplary (9-10 pts) Acceptable (5-8 pts) Developing (1-4 pts) Format and Business Writing (2 Points)

 Tone and style are appropriate and consistent for business communication.

 Data table insertion is at the proper locations(s) and clear references are made in the text

 Responses are clear and concise

 Data tables are inserted appropriately to support the discussion

 Spelling and grammar are accurate

 12 pt font and 1” margins

 Submitted on time

Check Sheet and Pareto Chart (2 Points)

 Check Sheet and Pareto Chart clearly summarize the data and identify the priorities

 Charts are complete and accurate

 Check Sheet and Pareto Chart are properly titled

 Data are accurately represented in the Check Sheet and Pareto Chart

 Check Sheet and Pareto Chart are included

 3-5 logical categories are identified

 Pareto chart includes historical and target data

Run Charts (2 Points)

 Run charts are accurately titled and axis labeled

 Run chart data are accurate and the scale consistent / appropriate

 Run charts for the overall trend and individual categories are provided

Cause-Effect Diagram (2 Points)

 Diagram includes more than 4 sources of failures with 3-4 causes within each source

 Diagram reflects a clear understanding of using the tool to identify sources of quality failures

 Diagram includes at least 4 sources of failures and 2 causes within each source

 Diagram is included in the analysis

Recommendation (2 Points)

 5 recommendations are provided

 Recommendations are feasible and clearly linked to the data analysis

 Recommendations are clearly linked to the data and analysis

 Implementing the recommendations is feasible

 3 reasonable recommendations are provided

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**The sample output below may not represent the same data provided to the students**

Check Sheet

Wai ng Area Speed of

Service

Technician Products and

Price

Cashier

Week of Aug 3

Week of Aug 10

Week of Aug 17

Week of Aug 24

Pareto Diagram

Run Charts

0

5

10

15

20

25

30

35

Wai ng Area

Cashier Speed of Service

Technician Products and Price

Complaint Category

Pareto – Current and Target

Actual

Target

17

18

19

20

21

22

23

Week of Aug 3 Week of Aug 10 Week of Aug 17 Week of Aug 24

Overall Complaints

0

1

2

3

4

5 6

7

8

9

Week of Aug 3 Week of Aug 10 Week of Aug 17 Week of Aug 24

Wai ng Area Complaints

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Cause-E ect Diagram

0

1

2

3

4

5

Week of Aug 3 Week of Aug 10 Week of Aug 17 Week of Aug 24

Speed of Service Complaints

0

1

2

3

4

5

Week of Aug 3 Week of Aug 10 Week of Aug 17 Week of Aug 24

Products and Price Complaints

0

1

2

3

4

5

6

Week of Aug 3 Week of Aug 10 Week of Aug 17 Week of Aug 24

Cashier Complaints

0

1

2

3

4

5

6

Week of Aug 3 Week of Aug 10 Week of Aug 17 Week of Aug 24

Technician Complaints

Temperature Ambience Sea ng

Wai ng Area Complaints

?Rest roomVending

TV

Music

Thermostat

Sun

Clean

Maintenance

Filled

Selec on

Clean

Comfort

TV

TV

Repair

QA

? ? ?

? ? ?

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