TIP TOP MARKETS

QUESTION:
Tip Top Markets is a regional chain of supermarkets located in the south eastern United States. Karen Martin, Manager of one of the stores, was disturbed by the large number of complaints from
customers at her store, particularly on Tuesdays, so she obtained complaint records from the store’s customer service desk for the last 9 Tuesdays.
Assume you have been asked to help analyze the data and to make recommendations for improvement. Analyze the data using the check sheet, a Pareto diagram, and run charts. Then construct a
cause-and-effect diagram for the leading category on your Pareto diagram.
On July 15 changes were implemented to reduce out of stock complaints, improve store maintenance, and reduce check out lines/pricing problems. Do the results of the last 2 weeks reflect the
improvement?
Based on your analysis prepare a list of recommendations that will address customer complaints.

June 1
Out of orange yogurt
Bread stale
Checkout lines too long
Overcharged
Double charged
Meat smelled strange
Charged for item not purchased
Couldn’t find the sponges
Meat tasted strange
Store too cold
Light out in parking lot
Produce not fresh
Lemon yogurt past sell date
Couldn’t find rice
Milk past sell date
Stock clerk rude
Cashier not friendly
Out of maple walnut ice cream
Something green in meat
Didn’t like music
Checkout lines too slow

June 8
Fish smelled funny
Out of diet bread
Dented can
Out of hamburger rolls
Fish not fresh
Cashier not helpful
Meat taste bad
ATM ate card
Slippery floor
Music too loud
Undercharged
Out of roses
Meat spoiled
Overcharged on 2 items
Store too warm
Out of ice
Telephone out of order
Overcharged
Rolls stale
Bread past sell date

June 15
Wanted smaller size
Too cold in store
Out of Wheaties
Out of Minute rice
Cashier rude
Fish tasted fishy
Ice cream thawed
Double charged on hard rolls
Long wait at checkout
Wrong price on item
Overcharged
Fish didn’t smell right
Overcharged on special
Couldn’t find aspirin
Undercharged
Checkout lines too long
Out of diet cola
Meat smelled bad
Over charged on eggs
Bread not fresh
Didn’t like music
Lost wallet
Overcharged on bread

June 22
Milk past sale date
Store too warm
Foreign object in meat
Store too cold
Eggs cracked
Couldn’t find lard
Out of 42 oz. Tide
Fish really bad
Windows dirty
Couldn’t find oatmeal
Out of Bounty paper towels
Overcharged on orange juice
Lines too long at checkout
Couldn’t find shoelaces
Out of Smucker’s Strawberry jam
Out of Frosty Flakes cereal
Out of Thomas’ English muffins

June 29
Checkout line too long
Out of Dove soap
Out of Bisquick
Eggs cracked
Store not clean
Store too cold
Cashier too slow
Out of skim milk
Charged wrong price
Restroom not clean
Couldn’t find sponges
Checkout lines slow
Out of 18oz. tide
Out of Campbell’s Turkey soup
Out of pepperoni sticks
Checkout lines too long
Meat not fresh
Overcharged on melon

July 6
Out of straws
Out of bird food
Overcharged on butter
Out of masking tape
Stockboy was not helpful
Lost child
Meat looked bad
Overcharged on butter
Out of Swiss chard
Too many people in store
Out of bubble bath
Out of dial soap
Store too warm
Price not as advertised
Need to open more checkouts
Shopping carts hard to steer
Debris in aisle
Out of Drano
Out of Chinese cabbage
Store too warm
Floors dirty and sticky
Out of Diamond chopped walnuts

July 13
Wrong price on spaghetti
Water on floor
Store looked messy
Store too warm
Checkout lines too long
Cashier not friendly
Out of Cheese Doodles
Triple charged
Out of Saran wrap
Out of Dove bars
Undercharged
Out of brown rice
Out of mushrooms
Overcharged
Checkout wait too long
Shopping cart broken
Couldn’t find aspirin
Out of Tip Top lunch bags
Out of Tip Top straws

July 20
Out of cucumbers
Checkout lines too slow
Found keys in parking lot
Lost keys
Wrong price on sale item
Overcharged on corn
Wrong price on baby food
Out of 18 oz. Tide
Out of Tip Top tissues
Out of red peppers
Checkout lines too long
Out of romaine lettuce
Out of Tip Top toilet paper
Out of Tip Top napkins
Out of apricots
Telephone out of order
Out of cocktail sauce
Water on floor
Out of onions
Out of squash
Out of iceberg lettuce
Out of Tip Top paper towels
 July 27
Out of bananas
Reported accident in parking lot
Wrong price on cranapple juice
Out of carrots
Out of fresh figs
Out of Tip Top napkins
Out of Tip Top straws
Windows dirty
Out of ice berg lettuce
Dislike store decorations
Out of Tip Top lunch bags
Out of vanilla soy milk
Wanted to know who won the lottery
Store too warm
Oatmeal spilled in bulk section
Telephone out of order
Out of Tip Top tissue
Water on floor
Out of Tip Top paper towels
Out of Tip Top toilet paper
Spaghetti sauce on floor
Out of Peter Pan crunchy peanut butter

SOLUTION:
1. Analysis:
A. To analyze the data using a check sheet, we can categorize the various issues reported and track their frequency over time. Here's a breakdown of the reported issues and their occurrence
for each date:

Issue Category June 1 June 8 June 15 June 22 June 29 July 6 July 13 July 20 July 27
Out of Stock Orange Yogurt, Diet Bread, Wheaties, Lard, 42 oz. Dove Soap, Straws, Bird Saran Wrap, Cucumbers, Bananas,
Sponges, Rice Hamburger Minute Rice, Tide, Oatmeal Bisquick, Skim Food, Swiss Dove Bars, 18 oz. Tide, Carrots,
Rolls, Roses Aspirin Milk Chard Brown Rice Red Peppers Fresh Figs
Stale/Not Fresh Bread Fish, Meat Ice Cream Fish, Meat Fish Meat - - -
Long Checkout Lines ✓ - - - - - ✓ - -
Overcharged/Undercharged Overcharged, Overcharged Overcharged Overcharged Overcharged Overcharged Triple Charged, Overcharged, Wrong Price,
Double Charged (2 items) Undercharged Wrong Price Overcharged
Quality Issues Meat Smelled Fish Smelled Fish Tasted Foreign Meat Looked - - - -
 Strange, Meat Funny, Fish Fishy Object in Bad
Tasted Strange, Not Fresh, Meat, Eggs
Produce Not Meat Taste Cracked
Fresh, Lemon Bad
Yogurt Past Sell
Date, Meat
Spoiled
Unfriendly Staff Stock Clerk Rude, Cashier Not Cashier Rude - Cashier Too Stockboy Not Cashier Not - -
Cashier Not Helpful Slow Helpful Friendly
Friendly
Maintenance Issues Light Out in Slippery Floor, - Windows Restroom Not Store Too Store Too - Spaghetti
Parking Lot Music Too Dirty Clean Warm Warm Sauce on
Loud Floor
Product Past Sell Date Milk Past Sell Bread Past Sell - - - - - - -
Date Date
Miscellaneous Store Too Cold, ATM Ate Card Lost Wallet Store Too Store Not Clean, Lost Child Shopping Carts Store Looked Dislike Store
Didn't Like Music Cold Too Many Hard to Steer Messy Decorations
People in Store,
Shopping Carts
Hard to Steer,
Debris in Aisle
Using this check sheet, you can analyze the frequency of different issues and identify the most common problems encountered by customers. This information can help you prioritize areas for
improvement and take corrective actions to address the recurring issues.
B. To analyze the data using a Pareto diagram, we can rank the issues based on their frequency and determine the cumulative percentage of occurrences. Here's a Pareto analysis of the
reported issues:

Issue Category Frequency Cumulative Percentage

Overcharged/Undercharged 10 16.67%

Out of Stock 10 16.67%

Long Checkout Lines 4 6.67%

Unfriendly Staff 4 6.67%

Quality Issues 4 6.67%

Maintenance Issues 4 6.67%

Miscellaneous 4 6.67%
Issue Category Frequency Cumulative Percentage

Stale/Not Fresh 3 5%

Product Past Sell Date 2 3.33%

Based on the Pareto diagram, it is evident that the most significant issues reported by customers are overcharging/undercharging and items being out of stock, which account for 16.67% of the total
reported issues each. The next significant category is long checkout lines, which accounts for 6.67% of the reported issues. Unfriendly staff, quality issues, maintenance issues, miscellaneous problems,
and stale/not fresh items each contribute 6.67% to the total. Lastly, product past sell date has a frequency of 2, representing 3.33% of the reported issues.
This Pareto analysis helps identify the critical areas that require attention and corrective measures. By focusing efforts on addressing the top issues, such as overcharging/undercharging and out-of-
stock items, the store can have a significant impact on customer satisfaction and improve the overall shopping experience.
C. To analyze the data using run charts, we can track the occurrence of each reported issue over time to identify any patterns or trends. Here's a run chart analysis of the reported issues:
i. Run Chart for "Checkout Lines":
 The "Checkout Lines" issue occurred on June 1, June 13, June 20, and July 13.
ii. Run Chart for "Overcharged/Undercharged":
 The "Overcharged/Undercharged" issue occurred on multiple dates: June 1, June 8, June 15, June 22, June 29, July 6, July 13, July 20, and July 27.
iii. Run Chart for "Out of Stock":
 The "Out of Stock" issue occurred on multiple dates: June 1, June 8, June 15, June 22, June 29, July 13, July 20, and July 27.
iv. Run Chart for "Unfriendly Staff":
 The "Unfriendly Staff" issue occurred on June 1, June 8, June 15, June 29, and July 13.
v. Run Chart for "Quality Issues":
 The "Quality Issues" occurred on June 1, June 8, June 15, June 22, and June 29.
vi. Run Chart for "Maintenance Issues":
 The "Maintenance Issues" occurred on June 1, June 8, June 22, and July 6.
vii. Run Chart for "Miscellaneous":
 The "Miscellaneous" issue occurred on June 1, June 8, June 29, and July 6.
viii. Run Chart for "Stale/Not Fresh":
 The "Stale/Not Fresh" issue occurred on June 1, June 8, and June 15.
ix. Run Chart for "Product Past Sell Date":
 The "Product Past Sell Date" issue occurred on June 1 and June 8.
By analyzing the run charts, you can observe the frequency and distribution of various issues over time. This information can help identify any recurring patterns or irregularities and assist in
implementing appropriate measures to address the identified issues.
Table 1
Dates Frequency (Checkout Lines)
June 1 3
June 8 0
 June 15 3
June 22 1
June 29 4
July 6 1
July 13 2
July 20 1
July 27 1

Table 2
Dates Frequency (Over/Under Charged)
June 1 3
June 8 3
June 15 6
June 22 1
June 29 2
July 6 3
July 13 4
July 20 3
July 27 0

Table 3
Dates Frequency (Out of Stock)
June 1 1
June 8 4
June 15 3
June 22 5
June 29 6
July 6 9
July 13 7
July 20 13
July 27 12

Table 4
Dates Frequency (Unfriendly Staff)
June 1 2
June 8 1
 June 15 1
June 22 0
June 29 1
July 6 0
July 13 1
July 20 0
July 27 0

Table 5
Dates Frequency (Quality Issues)
June 1 5
June 8 5
June 15 5
June 22 3
June 29 2
July 6 1
July 13 0
July 20 0
July 27 0

Table 6
Dates Frequency (Maintenance Issues)
June 1 3
June 8 4
June 15 2
June 22 3
June 29 2
July 6 4
July 13 4
July 20 2
July 27 6

Table 7
Dates Frequency (Stale/Not Fresh)
June 1 2
June 8 2
 June 15 1
June 22 0
June 29 1
July 6 0
July 13 0
July 20 0
July 27 0

Table 8
Dates Frequency (Product Past Sell Date)
June 1 2
June 8 1
June 15 0
June 22 1
June 29 0
July 6 0
July 13 0
July 20 0
July 27 0

Table 9
Dates Frequency (Miscellaneous)
June 1 2
June 8 2
June 15 3
June 22 3
June 29 1
July 6 2
July 13 1
July 20 2
July 27 3

Run Charts
Figure 1 Figure 2
 Frequency (Checkout Lines) Frequency (Over/Under Charged)
4 6

3 3
4
Frequency

Frequency
2 3 3 3 3
2
1 1 1 1
1
0 0
n n n n n n n n n n l l l l l l l l l n n n n n n n n n n l l l l l l l l l
Ju Ju Ju J u J u J u J u J u J u J u - Ju - Ju - Ju - J u - J u - J u - J u - J u - J u Ju Ju Ju J u J u J u J u J u J u J u - Ju - Ju - Ju - J u - J u - J u - J u - J u - J u
1- 4- 7- 10- 13- 16- 19- 22- 25- 28- 1 4 7 10 13 16 19 22 25 1- 4- 7- 10- 13- 16- 19- 22- 25- 28- 1 4 7 10 13 16 19 22 25

Date Date

Figure 3 Figure 4

Frequency (Out of Stock) Frequency (Unfriendly Staff)

13
12
2
9
7
Frequency

Frequency
6 1 1 1 1
5
4
3
1
0 0 0 0
n n n n n n n n n n l l l l l l l l l n n n n n n n n n n l l l l l l l l l
Ju Ju Ju J u J u J u J u J u J u J u - Ju - Ju - Ju - J u - J u - J u - J u - J u - J u Ju Ju Ju J u J u J u J u J u J u J u - Ju - Ju - Ju - J u - J u - J u - J u - J u - J u
1- 4- 7- 10- 13- 16- 19- 22- 25- 28- 1 4 7 10 13 16 19 22 25 1- 4- 7- 10- 13- 16- 19- 22- 25- 28- 1 4 7 10 13 16 19 22 25

Date Date

Figure 5 Figure 6
 Frequency (Quality Issues) Frequency (Maintenance Issues)
5 5 5 6

4 4 4
3
Frequency

Frequency
3 3
2
2 2 2
1

0 0 0
n n n n n n n n n n l ul ul ul ul ul ul ul ul n n n n n n n n n n l l l l l l l l l
u
Ju Ju Ju J u J u J u J u J u J u J u - J - J - J - J - J - J - J - J - J Ju Ju Ju J u J u J u J u J u J u J u - Ju - Ju - Ju - J u - J u - J u - J u - J u - J u
1- 4- 7- 10- 13- 16- 19- 22- 25- 28- 1 4 7 10 13 16 19 22 25 1- 4- 7- 10- 13- 16- 19- 22- 25- 28- 1 4 7 10 13 16 19 22 25

Date Date

Figure 7 Figure 8

Frequency (Stale/Not Fresh) Frequency (Product Past Sell Date)

2 2 2
Frequency

Frequency
1 1 1 1

0 0 0 0 0 0 0 0 0 0 0
n n n n n n n n n n l l l l l l l l l n n n n n n n n n n l l l l l l l l l
Ju Ju Ju J u J u J u J u J u J u J u - Ju - Ju - Ju - J u - J u - J u - J u - J u - J u Ju Ju Ju J u J u J u J u J u J u J u - Ju - Ju - Ju - J u - J u - J u - J u - J u - J u
1- 4- 7- 10- 13- 16- 19- 22- 25- 28- 1 4 7 10 13 16 19 22 25 1- 4- 7- 10- 13- 16- 19- 22- 25- 28- 1 4 7 10 13 16 19 22 25

Date Date

Figure 9
 Frequency (Miscellaneous)
3 3 3

2 2 2 2
Frequency

1 1

n n n n n n n n n n l l l l l l l l l
Ju Ju Ju J u J u J u J u J u J u J u - Ju - Ju - Ju - J u - J u - J u - J u - J u - J u
1- 4- 7- 10- 13- 16- 19- 22- 25- 28- 1 4 7 10 13 16 19 22 25

Date

Analysis of the Run Charts:

Figure 1 - Checkout Lines: The frequency of checkout line issues varies throughout the dates, with fluctuations in the number of occurrences. However, there is no clear increasing or
decreasing trend over time.
Figure 2 - Over/Under Charged: The frequency of over/under charging appears to fluctuate over time, with some dates showing higher occurrences compared to others. There is no
consistent pattern in the data.
Figure 3 - Out of Stock: The frequency of out-of-stock issues shows an increasing trend over time, with higher occurrences observed in the later dates (July 20 and July 27). This
suggests a potential problem with inventory management or supply chain issues.
Figure 4 - Unfriendly Staff: The frequency of unfriendly staff issues remains relatively low and consistent throughout the dates, with occasional occurrences.
Figure 5 - Quality Issues: The frequency of quality issues remains relatively consistent over time, with no clear increasing or decreasing trend.
Figure 6 - Maintenance Issues: The frequency of maintenance issues shows some variation throughout the dates, but no clear pattern or trend can be observed.
Figure 7 - Stale/Not Fresh: The frequency of stale/not fresh issues remains relatively low and consistent, with occasional occurrences throughout the dates.
Figure 8 - Product Past Sell Date: The frequency of product past sell date issues remains relatively low and consistent, with occasional occurrences throughout the dates.
Figure 9 - Miscellaneous: The frequency of miscellaneous issues varies throughout the dates, with fluctuations in the number of occurrences. However, there is no clear increasing or
decreasing trend over time.
Overall, the analysis reveals that the frequency of out-of-stock issues shows an increasing trend over time, while the other categories do not exhibit consistent patterns or trends. This information can
help identify the specific areas that require attention and improvement, such as inventory management and supply chain processes, to address the increasing out-of-stock occurrences.

D. Constructing a Cause-and-Effect diagram from the two (2) leading categories on the Pareto diagram.
 First Category is Overcharged/Undercharged:

Over/Under
Charged (10 -
16.67%)

Unfriendly
Checkout Lines
Staff (4 -
(4 - 6.67%)
6.67%)

Product Past
Miscellaneous Stale/Not
Sell Date (2 -
(4 - 6.67%) Fresh ((3 - 5%)
3.33%)

Second Category is Out of Stock

Out of Stock
(10 - 16.67%)

Maintenance
Quality Issues
Issues (4 -
(4 - 6.67%)
6.67%)

Miscellaneous
(4 - 6.67%)

2. Interpretation and Recommendations.

A. On July 15 changes were implemented to reduce out of stock complaints, improve store maintenance, and reduce checkout lines/pricing problems. Do the results of the last 2 weeks reflect
the improvement?
To analyze the results of the last two weeks after the implemented changes on July 15, we'll focus on the categories that were targeted for improvement: "Out of Stock," "Maintenance
Issues," and "Checkout Lines/Overcharged-Undercharged." Let's examine the frequencies of these categories for the period after July 15 (July 20 to July 27) and compare them to the
previous weeks:
I. Out of Stock:
 Before July 15: Frequencies ranged from 1 to 7 (June 1 to July 13).
 After July 15 (July 20 to July 27): Frequencies ranged from 13 to 12.
The frequencies of out-of-stock issues increased during the last two weeks compared to the previous period, indicating that the changes implemented on July 15 may not have
effectively addressed the out-of-stock complaints.
II. Maintenance Issues:
 Before July 15: Frequencies fluctuated between 2 and 4 (June 1 to July 13).
 After July 15 (July 20 to July 27): Frequencies ranged from 2 to 6.
The frequencies of maintenance issues remained relatively consistent after July 15, with no significant improvement observed during the last two weeks.
III. Checkout Lines/Overcharged-Undercharged:
 Before July 15: Frequencies ranged from 0 to 6 (June 1 to July 13).
 After July 15 (July 20 to July 27): Frequencies ranged from 0 to 3.
The frequencies of checkout line and pricing issues remained relatively consistent after July 15, with no clear improvement during the last two weeks.
Based on the analysis, the results of the last two weeks do not reflect significant improvement in the targeted categories after the implemented changes on July 15. The frequencies of out-of-
stock issues even increased during this period. It may be necessary to reassess the effectiveness of the implemented changes or consider additional strategies to address these issues and
improve customer satisfaction.
B. Based on your analysis prepare a list of recommendations that will address customer complaints.
Based on the analysis of the customer complaints and the lack of significant improvement after the implemented changes, here are some recommendations to address the customer complaints:
a. Improve Inventory Management:
 Implement a robust inventory tracking system to monitor stock levels accurately.
 Conduct regular stock audits to identify and address any discrepancies.
 Establish effective communication channels with suppliers to ensure timely restocking.
b. Enhance Staff Training and Customer Service:
 Provide comprehensive training to staff members on product knowledge and customer service skills.
 Encourage friendly and helpful interactions with customers.
 Address any reported instances of rudeness or unhelpful behavior promptly through coaching or disciplinary action if necessary.
c. Optimize Checkout Processes:
  Increase the number of available checkout counters during peak hours to minimize waiting times.
 Implement efficient scanning and pricing systems to minimize overcharging and undercharging errors.
 Train cashiers on accurate and efficient checkout procedures.
d. Improve Store Maintenance:
 Establish a regular cleaning schedule to ensure cleanliness and hygiene throughout the store.
 Address any reported maintenance issues promptly, such as broken equipment or dirty floors.
 Regularly inspect lighting, parking lots, and aisle conditions to ensure a safe and pleasant shopping environment.
e. Enhance Product Quality Control:
 Strengthen quality control processes to ensure freshness and eliminate product defects.
 Implement rigorous checks on perishable items such as meat, fish, and dairy products.
 Regularly assess the shelf life of products and promptly remove items that have expired.
f. Gather Customer Feedback:
 Encourage customers to provide feedback through surveys or suggestion boxes.
 Actively listen to customer concerns and use their feedback to drive continuous improvement.
 Implement a system to address and track customer complaints to ensure timely resolution.
g. Enhance Communication Channels:
 Improve communication with customers through clear signage and product availability updates.
 Provide up-to-date information on any out-of-stock items or temporary issues through announcements or social media platforms.
h. Monitor and Measure Progress:
 Implement a system to monitor the effectiveness of the implemented changes.
 Regularly review customer satisfaction metrics and complaints to identify trends and areas for improvement.
 Use data-driven insights to make informed decisions and adjust strategies as needed.
By implementing these recommendations, the store can work towards addressing customer complaints, improving customer satisfaction, and creating a positive shopping experience for customers.