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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. On July 15, a quality improvement plan was initiated to reduce complaints. Do the results of the last two w

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. On July 15, a quality improvement plan was initiated to reduce complaints. Do the results of the last two w

FINANCIAL ACCOUNTING
FINANCIAL ACCOUNTING
10th Edition
ISBN:9781259964947
Author:Libby
Publisher:Libby
Chapter1: Financial Statements And Business Decisions
Section: Chapter Questions
Problem 1Q
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Tip Top Markets) 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. On July 15, a quality improvement plan was initiated to reduce complaints. Do the results of the last two weeks reflect improvement? She obtained complaint records from the store's customer service desk for the last nine Tuesdays and identified the following six types of problems: pricing, checkout speed & charging mistakes, long waiting lines, store & parking lot conditions, out of stock and quality of products.

Complaints were tallied in the check sheet below.


(Tip Top Markets) Use the check sheet to fill in the blanks below.

Type of complaints #checks
Out of stock ___ [Answer format: integer]
Store & parking lot conditions ___ [Answer format: integer]
Checkout speed & charging mistakes ___ [Answer format: integer]
Quality of products ___ [Answer format: integer]
Long waiting lines ___ [Answer format: integer]
Pricing ___ [Answer format: integer]
Total ___ [Answer format: integer]
   

Write your answer(s) 12, 34, 56, 78, 91, 2, 345

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(concluded) June 29 July 6 checkout line too long restroom not clean out of straws store too warm couldn't find sponges price not as advertised need to open more checkouts shopping carts hard to steer out of Dove soap out of bird food overcharged on butter out of masking tape out of Bisquick checkout lines slow eggs cracked store not clean out of 18 oz. Tide out of Campbell's turkey soup out of pepperoni sticks checkout lines too long stockboy was not helpful lost child debris in aisles store too cold out of Drano cashier too slow meat looked bad out of Chinese cabbage out of skim milk meat not fresh overcharged on butter store too warm charged wrong price overcharged on melon out of Swiss chard floors dirty and sticky too many people in store out of bubble bath out of Diamond chopped walnuts out of Dial soap July 13 July 20 wrong price on spaghetti undercharged out of cucumbers out of Tip Top toilet paper water on floo out brown rice s too slow out of red peppers store looked messy out of mushrooms overcharged checkout wait too long found keys in parking lot lost keys out of Tip Top napkins out of apricots telephone out of order store too warm wrong price on sale item overcharged on corn checkout lines too long shopping cart broken couldn't find aspirin cashier not friendly out of cocktail sauce out of Cheese Doodles wrong price on baby food water on floor triple charged out of Tip Top lunch bags out of 18 oz. Tide out of onions out of Tip Top tissues checkout lines too long out of Saran Wrap out of Tip Top straws out of squash out of Dove Bars out of iceberg lettuce out of romaine lettuce out of Tip Top paper towels July 27 out of bananas wanted to know who won the lottery reported accident in parking lot wrong price on cranapple juice out of carrots store too warm oatmeal spilled in bulk section telephone out of order out of fresh figs out of Tip Top napkins out of Tip Top straws out of Tip Top tissues 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 windows dirty out of iceberg lettuce dislike store decorations butter out of Tip Top lunch bags out of vanilla soy milk
Transcribed Image Text:(concluded) June 29 July 6 checkout line too long restroom not clean out of straws store too warm couldn't find sponges price not as advertised need to open more checkouts shopping carts hard to steer out of Dove soap out of bird food overcharged on butter out of masking tape out of Bisquick checkout lines slow eggs cracked store not clean out of 18 oz. Tide out of Campbell's turkey soup out of pepperoni sticks checkout lines too long stockboy was not helpful lost child debris in aisles store too cold out of Drano cashier too slow meat looked bad out of Chinese cabbage out of skim milk meat not fresh overcharged on butter store too warm charged wrong price overcharged on melon out of Swiss chard floors dirty and sticky too many people in store out of bubble bath out of Diamond chopped walnuts out of Dial soap July 13 July 20 wrong price on spaghetti undercharged out of cucumbers out of Tip Top toilet paper water on floo out brown rice s too slow out of red peppers store looked messy out of mushrooms overcharged checkout wait too long found keys in parking lot lost keys out of Tip Top napkins out of apricots telephone out of order store too warm wrong price on sale item overcharged on corn checkout lines too long shopping cart broken couldn't find aspirin cashier not friendly out of cocktail sauce out of Cheese Doodles wrong price on baby food water on floor triple charged out of Tip Top lunch bags out of 18 oz. Tide out of onions out of Tip Top tissues checkout lines too long out of Saran Wrap out of Tip Top straws out of squash out of Dove Bars out of iceberg lettuce out of romaine lettuce out of Tip Top paper towels July 27 out of bananas wanted to know who won the lottery reported accident in parking lot wrong price on cranapple juice out of carrots store too warm oatmeal spilled in bulk section telephone out of order out of fresh figs out of Tip Top napkins out of Tip Top straws out of Tip Top tissues 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 windows dirty out of iceberg lettuce dislike store decorations butter out of Tip Top lunch bags out of vanilla soy milk
Tip Top Markets CASE 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, so she obtained complaint records from the store's customer service desk for the last nine Tuesdays. Assume you have been asked to help analyze the data and to make recommendations for improvement. Analyze the data using address customer complaints. a 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 com- plaints, improve store maintenance, and reduce checkout lines/pricing problems. Do the results of the last two weeks reflect improvement? Based on your analysis, prepare a list of recommendations that will June 1 June 8 out of orange yogurt fish smelled funny produce not fresh lemon yogurt past sell date undercharged out of roses bread stale out of diet bread checkout lines too long couldn't find rice dented can meat spoiled overcharged double charged milk past sell date out of hamburger rolls fish not fresh overcharged on two items stock clerk rude store too warm meat smelled strange cashier not friendly cashier not helpful out of ice charged for item not purchased couldn't find the sponges meat tasted strange out of maple walnut ice cream something green in meat telephone out of order overcharged meat tasted bad ATM ate card didn't like music slippery floor rolls stale store too cold checkout lines too slow music too loud bread past sale date light out in parking lot June 15 June 22 wanted smaller size overcharged on special couldn't find aspirin undercharged milk past sales date couldn't find oatmeal too cold in store store too warm out of Bounty paper towels overcharged on orange juice out of Wheaties foreign object in meat out of Minute Rice checkout lines too long store too cold lines too long at checkout eggs cracked couldn't find lard cashier rude out of diet cola couldn't find shoelaces fish tasted fishy meat smelled bad out of Smucker's strawberry jam ice cream thawed double charged on hard rolls long wait at checkout wrong price on item overcharged fish didn't smell right overcharged on eggs out of 42 oz. Tide out of Frosty Flakes cereal out of Thomas' English Muffins bread not fresh fish really bad windows dirty didn't like music lost wallet overcharged on bread (continued)
Transcribed Image Text:Tip Top Markets CASE 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, so she obtained complaint records from the store's customer service desk for the last nine Tuesdays. Assume you have been asked to help analyze the data and to make recommendations for improvement. Analyze the data using address customer complaints. a 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 com- plaints, improve store maintenance, and reduce checkout lines/pricing problems. Do the results of the last two weeks reflect improvement? Based on your analysis, prepare a list of recommendations that will June 1 June 8 out of orange yogurt fish smelled funny produce not fresh lemon yogurt past sell date undercharged out of roses bread stale out of diet bread checkout lines too long couldn't find rice dented can meat spoiled overcharged double charged milk past sell date out of hamburger rolls fish not fresh overcharged on two items stock clerk rude store too warm meat smelled strange cashier not friendly cashier not helpful out of ice charged for item not purchased couldn't find the sponges meat tasted strange out of maple walnut ice cream something green in meat telephone out of order overcharged meat tasted bad ATM ate card didn't like music slippery floor rolls stale store too cold checkout lines too slow music too loud bread past sale date light out in parking lot June 15 June 22 wanted smaller size overcharged on special couldn't find aspirin undercharged milk past sales date couldn't find oatmeal too cold in store store too warm out of Bounty paper towels overcharged on orange juice out of Wheaties foreign object in meat out of Minute Rice checkout lines too long store too cold lines too long at checkout eggs cracked couldn't find lard cashier rude out of diet cola couldn't find shoelaces fish tasted fishy meat smelled bad out of Smucker's strawberry jam ice cream thawed double charged on hard rolls long wait at checkout wrong price on item overcharged fish didn't smell right overcharged on eggs out of 42 oz. Tide out of Frosty Flakes cereal out of Thomas' English Muffins bread not fresh fish really bad windows dirty didn't like music lost wallet overcharged on bread (continued)
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