Q1. A recent Gallup poll of 519 adults who flew in the past year found the following number of complaints about flying: cramped seats (45), cost (16), dislike or fear of flying (57), security measures (119), poor service (12), connecting flight problems (8), overcrowded planes (42), late planes/waits (57), food (7), lost luggage (7), and other (51).

a) What percentage of those surveyed found nothing they disliked?

b) Draw a Pareto chart summarizing these responses. Include the "no complaints" group.

c) Use the "four M s" method to create a fish-bone diagram for the 10 specific categories of dislikes (exclude "other" and "no complaints").

d) If you were managing an airline, what two or three specific issues would you tackle to improve customer service? Why?

Q2. The popularity of Southwestern University's football program under its new coach Phil Flamm surged in each of the 5 years since his arrival at the Stephenville, Texas, college. (See Southwestern University: (A) in Chapter 3 and (B) in Chapter 4 .) With a football stadium close to maxing out at 54,000 seats and a vocal coach pushing for a new stadium, SWU president Joel Wisner faced some difficult decisions. After a phenomenal upset victory over its archrival, the University of Texas, at the homecoming game in the fall, Dr. Wisner was not as happy as one would think. Instead of ecstatic alumni, students, and faculty, all Wisner heard were complaints. "The lines at the concession stands were too long"; "Parking was harder to find and farther away than in the old days" (that is, before the team won regularly); "Seats weren't comfortable"; "Traffic was backed up halfway to Dallas"; and on and on. "A college president just can't win," muttered Wisner to himself. At his staff meeting the following Monday, Wisner turned to his VP of administration, Leslie Gardner. "I wish you would take care of these football complaints, Leslie," he said. "See what the real problems are and let me know how you've resolved them." Gardner wasn't surprised at the request. "I've already got a handle on it, Joel," she replied. "We've been randomly surveying 50 fans per game for the past year to see what's on their minds. It's all part of my campuswide TQM effort. Let me tally things up and I'll get back to you in a week." When she returned to her office, Gardner pulled out the file her assistant had compiled (see Table 6.6 ). "There's a lot of information here," she thought.

1. Using at least two different quality tools, analyze the data and present your conclusions.

2. How could the survey have been more useful?

3. What is the next step?