The popularity of Southwestern University's football program under its new coach, Bo Pitterno, has surged in each of the 5 years since his arrival at the Stephenville, Texas college. 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 further 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 then." 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 campus wide 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 below). "There's a lot of information here," she thought. Discussion questions 1. Using at least two different quality tools from ch 10, analyze the data and present your conclusions. 2. How could the survey have been more useful? 3. What is the next step? Table 1. Fan Satisfaction Results (N=250) Grade given A B C D F Game Day Parking 90 105 45 5 5 Traffic 50 85 48 52 15 Seating 45 30 115 35 25 Entertainment 160 35 26 10 19 Printed program 66 34 98 22 30 Tickets Pricing 105 104 16 15 10 Season Ticket Plans 75 80 54 41 0 Concessions Prices 16 116 58 58 20 Selection of Foods 155 60 24 11 0 Speed of Service 35 45 46 48 76 Respondents Alumnus 113 Student 83 Faculty/Staff 16 Other 38 Table 2. Open-ended Comments on Survey Cards:Parking a mess Add a sky box Get better cheerleaders Double the parking attendants Everything is OK Too crowded Seats too narrow Great food Bo P. for President I smelled drugs being smoked Stadium is ancient Seats are like rocks Not enough cops for traffic Game starts too late Hire more traffic cops Need new band Great! More hot dog stands Seats are all metal Need sky boxes Seats stink Go SWU Lines are awful Seats are uncomfortable I will pay more for better view Get a new stadium Student dress code needed I want cushioned seats Not enough police Students too rowdy Parking terrible Toilets weren't clean Not enough handicap spots in lot Well done, SWU Put in bigger seats Expand parking lots Hate the bleacher seats Hot dogs cold $3 for coffee? No way! Get some sky boxes Love the new uniforms Took an hour to park Coach is terrific More water fountains Better seats Seats not comfy Bigger parking lot I'm too old for bench seats No coffee served at game My company will buy a sky box - build it1 Programs overpriced Want softer seats Beat those Longhorns! I'll pay for a sky box Band was terrific Love Pitterno Everything is great Build new stadium Move games to Dallas No complaints Dirty bathroom Seats too small