Bsm 405 - Tip Top Markets

Tip Top Markets

Thu Tran

12th Mar, 2017

BSM 405

Submitted to

Mr. Mike Witiw

Case Summary

        Tip Top Markets which is a regional chain of supermarkets in the Southeastern United States is facing a lot of problems within its stores. Karen Martin, who is the manager of one of Tip Top stores obtained customer complaint records for the last nine Tuesdays. She, then, found out those problems existing in her store such as out of products, pricing, quality of food and products, poor store maintenance, checkout, store temperature, staff and other. In this paper, I first will collect types of complaints received in Tip Top store by using a check sheet. Next, a Pareto diagram will be demonstrated to identify the primary concern. Then, constructing a cause-and-effect diagram based on the Pareto diagram is necessary to depict the possible causes of a problem in order to find the solution. Finally, I will give out some possible recommendations to deal with customer complaints.

Case Analysis

The data recorded at Tip Top has to be collected and analyzed carefully so that Tip Top Markets can depend on it to make effort to improve its situation. There are 184 complaints received over a period of eight weeks, and with the purpose of identifying problem in a simple way,  I will classify into eight categories, including out-of-stock products, pricing problems, poor store maintenance, checkout problems, store temperature, staff, and other, and present it in the check sheet below.