EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 2, Problem 2CQD
Summary Introduction
Case Summary:The case presents information about a customer survey carried out by a local chain of restaurants specialized in burrito making. The customers of the restaurant are given the option to select the ingredients in making their burrito. However, the management has been receiving complaints since lately, pertaining to various aspects. In addressing the same, the survey has been carried out by obtaining responses from customers.
Interpretation:The closeness of the average of the first seven questions to the score of satisfaction.
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The following set of questions were developed to administer to the customers of a food catering business. Put yourself in the position of a customer who has ordered food from this catering business at least one time in the past. You have just received this survey in an e‐mail from the catering company. The e‐mail contains a link that takes you to a Web‐based survey process (such as Google Forms or SurveyMonkey).
As you read each question, evaluate it carefully. Is it easy to answer? Do understand how to answer? Is there any confusion in your mind about what response is expected? Do you think your answer will be meaningful and useful to the system development team?
What is your company's name?
On a scale from 1 to 10, how easy do you find the ordering process?
0‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐10
How long does it take to place a catering request?
In your opinion, what is the biggest problem with the current system of…
If you average the responses to the first seven questions by customer, how closely are those averages correlated to the satisfaction score? Include a scatter chart in your analysis.
Consider the following case as you respond to the questions:HSO Corp. designs, manufactures and sells golf carts, scooters and similar vehicles. When a prospective client contacts one of their seven corporate offices, the office manager fills out an "intake questionnaire" to determine if HSO can meet the prospective client's needs. The office manager assembles a team of employees with expertise in design, production, marketing and accounting; the team reviews the intake questionnaire and determines if HSO can take on the order. If so, the office manager prepares a three-page written proposal for the prospective client; the proposal explains the responsibilities of both HSO and the client, along with a timeline and a budget. The proposal is forwarded to the prospective client electronically, and the client has ten calendar days to accept it. If HSO cannot take on the order, the prospective client receives an automatically generated form letter; if the prospective client does not accept…
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