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ITEC355 Homework 2 Instructions

Problem Statement - You are working as Assistant Managers in a restaurant and the manager, upon hearing you studied Pareto Charts at AU, assigns you the task of converting raw data (see attached Excel file) from customer comments (complaints only) into a Pareto Chart then analyzing them by first associating each record with one of the following categories provided by corporate headquarters: 1. Cleanliness 2. Food Prep 3. Menu 4. Unknown 5. Other 6. Parking 7. Service 8. Website Your tasks, then, are as follows: 1. Add a worksheet labeled 'Pareto Chart' and make it the first one in the spreadsheet. 2. Assign each of the customer complaints to one of the nine categories listed above. 3. Create a Pareto Chart based on the distribution of complaints by categories. 4. Insert a textbox and answer the following questions regarding the Chart:

What is the summary of what this chart shows? What are your recommendations? What is a significant limitation of the data in this particular chart?

5. Insert a second textbox and answer the following questions regarding the quality of operations at

the restaurant:

Based on the data provided, what do you think reasons are for poor customer satisfaction and what are the potential impact on loyalty behaviors at the restaurant? Develop a procedure that should be followed by the staff when they first come into contact with a diner. Design an improved Customer Comment card (the current one is just a plain form with Date and space for the comment).