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Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay
Edition 10ISBN: 978-1305662544Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay
Edition 10ISBN: 978-1305662544 Exercise 46
Sizzleking Burrito House is a small regional chain of quick service restaurants in the Midwest. They specialize in four types of burritos: chicken, beef, pork, and a bean-based vegetarian item. The burritos are made-to-order, so customers can add rice, cheese, guacamole, tomato, lettuce, and salsa to fill out the wrap. The burrito is then placed in a paper wrapper to ensure ease of handling and sanitary delivery to the customer.
Lately, one of the store managers, Juan Niceley, has been hearing customer complaints, ranging from such comments as: "The tortilla wrap (bread) is too thin, it's breaking"; or "The food is not hot"; "Every time I get a burrito it seems to be a different size"; and "I got the wrong ingredients on my burrito." Juan knew that he needed to systematically survey his customers. Many complaints were submitted through the corporate website. Juan's district manager was most concerned with the comment on size. To be competitive, it is important that customers receive consistent food and service.
Juan knew Professor Evalind at the local university, who taught an MBA class in quality management. He told Juan that he was always looking for projects for his student teams. Juan decided to ask the professor if he would have a team of students design a customer survey, instruct his workforce on how to weigh and record burrito weights, gather customer comments, analyze the data, and make recommendations on what should be done to improve the operations of Sizzleking Burrito House.
The student team developed a survey using the questions in Table 6.3, based on a 5-point Likert scale [5 = excellent, or strongly agree; 1 = poor or strongly disagree] for the first 10 questions. The last two questions were coded as a 1, 2, 3, or 4. They administered the questionnaire to 25 random customers and gathered data on 150 burrito weights in samples of 3, each. See spreadsheet Ch06-Sizzleking Case.xlsx for the data.
TABLE 6.3 Customer Survey Questions
![Sizzleking Burrito House is a small regional chain of quick service restaurants in the Midwest. They specialize in four types of burritos: chicken, beef, pork, and a bean-based vegetarian item. The burritos are made-to-order, so customers can add rice, cheese, guacamole, tomato, lettuce, and salsa to fill out the wrap. The burrito is then placed in a paper wrapper to ensure ease of handling and sanitary delivery to the customer. Lately, one of the store managers, Juan Niceley, has been hearing customer complaints, ranging from such comments as: The tortilla wrap (bread) is too thin, it's breaking; or The food is not hot; Every time I get a burrito it seems to be a different size; and I got the wrong ingredients on my burrito. Juan knew that he needed to systematically survey his customers. Many complaints were submitted through the corporate website. Juan's district manager was most concerned with the comment on size. To be competitive, it is important that customers receive consistent food and service. Juan knew Professor Evalind at the local university, who taught an MBA class in quality management. He told Juan that he was always looking for projects for his student teams. Juan decided to ask the professor if he would have a team of students design a customer survey, instruct his workforce on how to weigh and record burrito weights, gather customer comments, analyze the data, and make recommendations on what should be done to improve the operations of Sizzleking Burrito House. The student team developed a survey using the questions in Table 6.3, based on a 5-point Likert scale [5 = excellent, or strongly agree; 1 = poor or strongly disagree] for the first 10 questions. The last two questions were coded as a 1, 2, 3, or 4. They administered the questionnaire to 25 random customers and gathered data on 150 burrito weights in samples of 3, each. See spreadsheet Ch06-Sizzleking Case.xlsx for the data. TABLE 6.3 Customer Survey Questions What conclusions do you reach when you calculate descriptive statistics for the answers to each of the survey questions in the database?](https://storage.examlex.com/SM2937/11eb9db5_d0e1_758b_9323_d96270300e68_SM2937_00.jpg)
What conclusions do you reach when you calculate descriptive statistics for the answers to each of the survey questions in the database?
Lately, one of the store managers, Juan Niceley, has been hearing customer complaints, ranging from such comments as: "The tortilla wrap (bread) is too thin, it's breaking"; or "The food is not hot"; "Every time I get a burrito it seems to be a different size"; and "I got the wrong ingredients on my burrito." Juan knew that he needed to systematically survey his customers. Many complaints were submitted through the corporate website. Juan's district manager was most concerned with the comment on size. To be competitive, it is important that customers receive consistent food and service.
Juan knew Professor Evalind at the local university, who taught an MBA class in quality management. He told Juan that he was always looking for projects for his student teams. Juan decided to ask the professor if he would have a team of students design a customer survey, instruct his workforce on how to weigh and record burrito weights, gather customer comments, analyze the data, and make recommendations on what should be done to improve the operations of Sizzleking Burrito House.
The student team developed a survey using the questions in Table 6.3, based on a 5-point Likert scale [5 = excellent, or strongly agree; 1 = poor or strongly disagree] for the first 10 questions. The last two questions were coded as a 1, 2, 3, or 4. They administered the questionnaire to 25 random customers and gathered data on 150 burrito weights in samples of 3, each. See spreadsheet Ch06-Sizzleking Case.xlsx for the data.
TABLE 6.3 Customer Survey Questions
What conclusions do you reach when you calculate descriptive statistics for the answers to each of the survey questions in the database?
Explanation
Verified
Verified
Applying the descriptive statistics anal...
Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay
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