**Tiptop Markets: A Six Sigma Project Improvement Case** **Introduction:** Tip Top Markets is a regional chain of supermarkets located in the southeastern 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. She obtained records from the store's customer service desk for the last nine Tuesdays. Though not all complaints are the store's responsibility, it provides a basis for improvement analysis. Your task is to analyze the data and make recommendations for improvement by classifying these complaints into groups. **Complaint Records by Date:** - **June 1** - Out of orange yogurt - Bread stale - Checkout lines too long - Overcharged - Double charged - Product not fresh - Lemon yogurt past sell date - Couldn’t find rice - Milk past sell date - Stock offer rude - Management slow in checkout line - Couldn't find nutmeg - Didn't like music - Checkout lines too slow - Lost night in parking lot - **June 8** - Fish smelled funny - Out of diet bread - Couldn't find rice - Out of hamburger rolls - Shorted on beef - Receipt and food not same - ATM ate card - Slippery floor - Fish too loud - **June 15** - Wanted smaller size - Too cold in store - Out of Wheaties - Out of Minute Rice - Cashier rude - Fish tasted fishy - Overcharged on special - Couldn't find aspirin - Undercharged - Checkout lines too long - Bread didn’t like music - Too slow in leg checkout - **June 22** - Milk past sales date - Store too warm - Foreign object in meat - Store too cold - Eggs cracked - Couldn't find lard - Fish really bad - **June 29** - Checkout line too long - Out of Dove soap - Box of Bisquick eggs cracked - Ice cream too cold - Store too slow - More skim milk - Charged wrong price - Restroom not clean - Couldn't find sponges ### Discussion Questions for Improving Service Quality at Tiptop **E. What actions or programs would you propose to improve the quality of service at Tiptop?** Provide at least two and include detailed descriptions. **F. What obstacles do you perceive might exist to hinder changes at the store and quality improvement?** **G. What benefits do you think would result from quality improvement at Tiptop?**