Question

Quick OIL Change Shoppe is a regional chain of oil change service centers located in the tri-state area. John Doe is the manager of their flagship location in Towson Junction. John is concerned about the number of complaints registered at his location. Complaints come in the form of “opportunities for improvement” listed by customers on the comment card they receive when their service is complete. In order to better understand the substance of the complaints, John has asked you to analyze the individual complaints received over the past SIX weeks. Based on the raw data that he has provided from the comment cards, prepare a check sheet, a Pareto diagram(5 categories) and appropriate run charts.

Week of August 3.

Invoice was wrong Bathroom not clean No windshield wipers Overcharged Waiting area too cold Nothing to read No coffee Price too high Waiting area dirty Credit card did not take Car was not vacuumed Too slow Waiting area was dirty Slow check out Seats are gross My windows were not clean Cashier did not take coupon Trash needed to be emptied Coupon not accepted Waiting area was hot Car windows were streaked

Week of August 10

Towson Quick OIL Change Shoppe – TQM Tools at Work 2 Did not fix tail light Soda not cold TV was too loud Waiting area was too warm Cashier did not enter discount Did not like the music Coupon not taken Check out was slow No coffee cups TV had no sound Forgot my window sticker Technician was rude Check-in was slow Tech was not helpful Noisy waiting area No wiper blades Too backed-up Check-in was slow Cashier was rude Coffee was cold Slow check out Did not have my part in stock

Week of August 17

Out of my wiper blades Had to wait Clean the waiting room Invoice was wrong Cashier did not enter my coupon Tech asked too many questions Noisy waiting area Did not receive mail coupon Didn’t like music Coffee was cold Restroom was not clean TV sound was off TV was too loud Credit card would not scan Extra charges Soda machine was empty Slow checkout The wait Overcharged Price was too high Too backed up Empty the trash! No sugar for the coffee Soda not cold

Week of August 24

My windows were not clean Too slow No window sticker Car was not vacuumed Car was not clean Car was not ready in 10 minutes TV was too loud Credit card would not scan Extra charges Waiting area was cold Long wait Cashier was rude No paper towels Out of soda in machine Noisy waiting area No outside seats Seats in wait area torn No one answered the phone Price was wrong No newspaper Out of air fresheners Credit card would not scan Had to wait Check-in was slow No wiper blades Too backed-up 3

Week of August 31

My windows were not clean Too slow No window sticker Car was not vacuumed Car was not clean Car was not ready in 10 minutes Could not process credit card Tech not helpful The wait Waiting area was cold Long wait Cashier was rude No paper towels Out of soda in machine Noisy waiting area Check-in was slow Tech was not helpful Noisy waiting area Did not like the music No sugar for the coffee Technician was rude Price was wrong No newspaper Out of air fresheners Waiting area was cold No window sticker TV was too loud Cashier gave wrong change Vacuuming not complete My filter was not in stock

Week of SEPT 7th

My windows were not clean Too slow No window sticker Car was not vacuumed Car was not clean Car was not ready in 10 minutes Check-in was slow Tech was not helpful Noisy waiting area Did not like the music No sugar for the coffee Technician was rude Price was wrong No newspaper Out of air fresheners Invoice was wrong Bathroom not clean No windshield wipers Overcharged Waiting area too cold Nothing to read Noisy waiting area Did not receive mail coupon Didn’t like music Coffee was cold Restroom was not clean TV sound was off Waiting area was too warm Cashier did not enter discount Did not like the music Coupon not taken Check out was slow No coffee cups Cashier gave wrong change Vacuuming not complete My filter was not in stock

Answer 1

In order to improve customers experience by using pareto chart which signifies the following points :
According to pareto analysis the supply

power of buyer is important which helps to retain the customer many complaines are raised here such as washrooms are not cleans, coffee are priced high,hence these problems leads to customer run away from the venture , will look for other options
Power of supplier is important as increase in price , rude behaviour of the technician leads to measure problem in the perticular era.
Threat of substitution : Here the threat is so high that the waiting area is too noisy and it leads to high pricing , where customer will go for other option where they can found a clam, less price option to optain with.
Competitive rivery : As good services is not provided here the competitors will start winning the race.
  

Hence its always important to provide good service to the fellow customers which leads to get best impression, brand loyality & help in generating handsome revenue out of it.