Case Questions for Discussion

1. Draw a cause-and-effect diagram for the possible causes of the $25 tip service upset. Select one possible root cause from your diagram, and explain how you would investigate and fix it.

2. What is the average value of a loyal customer (VLC) at Abby's restaurants (see Chapter 2, Section 2-2b)? What is the best way to increase revenue given your VLC analysis?

3. Critique the current "informal" quality control system. What changes and improvements do you recommend if Sunshine expands to 20 restaurants?

4. What are your short- and long-term recommendations? Explain your rationale for these recommendations.

Jochen Sand Photodisc Getty Images Sunshine restaurants average about one negative customer complaint per 100 customer comments.

Attachment:- Case.rar