Management homework
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MGMT3620_Critical_Thinking_Writing_AssignmentModel3.docxPresident Joel Wisner November 17, 2017 Page 4
To: President Joel Wisner
From: Kimball Bullington (put your name here)
Date: 11/17/2017
Subject: Football Complaint Survey
Background
Briefly describe the nature of the survey (i.e., how many did you do and what was the nature of the survey). Briefly describe your analysis.
Recommendations
1. Include student input into Entertainment selections immediately.
2. Contact Aramark to express concerns about speed of service and ask for suggestions to improve customer experience.
3. XXX
4. XXX
5. XXX
6. Xxx
7. Xxx
8. This is getting to be a lot of recommendations
Analysis
Survey Data
The distribution of complaint categories (Figure 1) does not strictly follow a normal Pareto distribution. 80% of the responses account for over half of the categories (Entertainment – Traffic). A more natural break occurs after Speed. The two categories Entertainment and Speed of Service account for about 40% of the total so we will focus on those two with recommendations addressing both categories.
First, we will include student input into Entertainment selections immediately. (This assumes that students are more concerned with Entertainment. This is an assumption we will test in future surveys.)
Secondly, we will contact Aramark expressing our concerns about speed of service and ask them for suggestions on how to improve customer experiences.
Our survey collected data on the demographics of survey respondents, but the connection between respondent and response was not recorded. We will try to use existing data to re-establish this link and further analyze complaint data by respondent group. We will make sure that this data is recorded and linked in future surveys.
Respondent Data
Our survey collected data on the demographics of survey respondents, but the connection between respondent and response was not recorded. We will try to use existing data to re-establish this link and further analyze complaint data by respondent group. We will make sure that this data is recorded and linked in future surveys. We also have no data to link the respondent demographics with total attendee demographics. The random nature of the survey should ensure a representative sample.
Respondents
Alumnus 113
Student 83
Faculty / Staff 16
None of the above 38
Open-Ended Survey Comments
Comments on the open-ended surveys should be included here, reviewing the results in order of decreasing importance. So for instance, the survey data I have shown would definitely include seating, parking, food and perhaps toilets and traffic.
Every item discussed (Figure 2) should have an associated recommendation, even if the recommendation is to study further or to take no action. This is one reason why you don’t want to include too many items as your recommendations will be diluted.
You want to note where the 80% cumulative frequency is even if you do not comment. I commented on the first chart, but did not comment on the second chart as the story is similar.
Make sure you include figure numbers and appropriate titles for all of your charts.
You can use the cause-and-effect diagram to analyze either one or both of your sets of data. Analysis using this tool requires some critical thinking. Is the chart balanced? What can I learn? (Asking yourself Why several times may be helpful.) Look for measures that are missing or are not quantitative. Try to describe the environment.
People
Materials
Measurements
Environment
Facilities
Processes
Effect
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Myself
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
Cause
You may have to play with this to get it looking right. I created the chart in Excel, then Grouped the shapes before transferring them to Word. Then I positioned it and sized it until it looked right. Finally, I ungrouped the images. At this point you can edit the individual objects.
