NASA Lean Six Sigma Management Office November 07, 2008 LaRC Cafeteria Kano Survey Brief

NASALean Six Sigma Management

OfficeNovember 07, 2008

LaRC CafeteriaKano Survey Brief

NASA Lean Six Sigma

2

BackgroundBackground

• LaRC Exchange Council formed a blue ribbon panel to improve

cafeteria services

• This panel was set up to Develop and administer a center wide needs assessment survey

Conduct focus groups

Develop a Cafeteria Strategic Business Plan based on the results of the the

survey and subsequent focus groups

• Kano Survey and Analysis was the methodology chosen to

address the survey needs Cafeteria key features were used to develop survey

NASA Lean Six Sigma

3

What is a Kano Survey and Analysis?What is a Kano Survey and Analysis?

• “Voice Of the Customer” tool used to confirm and categorize Critical To the

Customer (CTC’s) requirements

• Allows mapping of CTC’s into different dimensions of customer satisfaction

• Questions are written as “pairs” - functional and dysfunctional The results of each pair are then classified based on the response

Attractive:retracting radio antenna

One-dimensional:gas mileage

Must Be:Good brakes

QFD area

ProductFully

Functional

ProductDysfunctional

Dissatisfaction

Satisfaction

Kano Diagram for Car customer requirements

1. Must-be - “Givens” or “table stakes”. Will create significant dissatisfaction if these expectations are not met

2. Attractive – Provide unexpected excitement and satisfaction – the “wow” factor. These features can delight the customer

3. One Dimensional – “More / less is better”

4. Indifferent – Produce a “who cares?” reaction if the feature is there or not.

NASA Lean Six Sigma

4

What does a Kano survey question look like?What does a Kano survey question look like?

1a. If the cafeteria offered Home Style hot lunches, how do you feel?

I Like it that way

I expect it that way

I am neutral

I can live with it that way

I dislike it that way

1b. If the cafeteria did not offer Home Style hot lunches, how do you feel?

I Like it that way

I expect it that way

I am neutral

I can live with it that way

I dislike it that way

How important is the home style lunch feature?

Totally Unimportant Very Important

1 2 3 4 5 6 7 8 9

NASA Lean Six Sigma

5

Survey Statistics and DemographicsSurvey Statistics and Demographics

• Survey Statistics

Population 3500

Surveys 635

Error +/- 3.5%

Confidence 95%

NASA Lean Six Sigma

6

Executive Summary – Survey Results Executive Summary – Survey Results

One Dimensional Home Style Hot Lunch

Vegetable Entre

Made to Order Sandwiches

Soup, Salad Fruit Bar

< $6 for lunch

< 5 min to select and Pay

Attractive < $3 Breakfast

Discount Cards

Market Segmentation

Smoothies (Female – Attractive)

Food and beverage throughout day (Female –

Attractive)

Indifferent Low Carb hot items

Make your own

sandwiches

Self Serve ice cream

Smoothies

Off Peak time discounts

Exhibition Cooking

International Buffett

Pizza

Cooked to order items

Latte and Espresso

Focus Group

Call in order

Grab and Go Items

Credit / Debit card payment

NASA Lean Six Sigma

7

Survey Results – Home Style Hot Lunch?Survey Results – Home Style Hot Lunch?

Question 1: If the cafeteria offered home-style hot lunches, how do you feel?

Question 2: If the cafeteria did not offer home-style hot lunches, how do you feel?

Q 2R 3I 74A 22O 73M 48

Q 1R 3I 61A 52O 71M 33

Q 8R 8I 152A 124O 154M 89

• Importance Ranking Male – 6

Female – 6

Overall – 5

• Classification Male – One Dimensional

Female – One Dimensional

All – One Dimensional

• Overall Recommendation Classify as One Dimensional Feature

• One Dimensional – “More / less is better”

NASA Lean Six Sigma

8

Question 4: If the cafeteria offered vegetable entrees, how do you feel?

Question 5: If the cafeteria did not offer vegetable entrees, how do you feel?

Q 2R 3I 119A 23O 80M 35

Q 1R 0I 57A 37O 96M 30

Q 6R 6I 190A 63O 190M 73

Survey Results – Vegetable EntreesSurvey Results – Vegetable Entrees


Female – 4

Overall – 7

• Classification Male – Indifferent



• Overall Recommendation Classify as One Dimensional Feature


NASA Lean Six Sigma

9

Question 7: If the cafeteria offered low-carb hot items, how do you feel?

Question 8: If the cafeteria did not offer low-carb hot iems, how do you feel?

Q 5R 7I 149A 48O 40M 13

Q 3R 1I 98A 47O 54M 18

Q 8R 8I 269A 100O 105M 32

Survey Results – Low Carb Hot ItemsSurvey Results – Low Carb Hot Items


Female – 8

Overall – 11


Female – Indifferent

All – Indifferent

• Overall Recommendation Classify as Indifferent

• Indifferent – Produces a “who cares?” reaction if the feature is there or not

NASA Lean Six Sigma

10

Question 10: If the cafeteria offered hot sandwiches, how do you feel?

Question 11: If the cafeteria did not offer hot sandwiches, how do you feel?

Q 7R 0I 65A 46O 104M 40

Q 2R 0I 49A 49O 87M 34

Q 0R 0I 127A 99O 205M 79

Survey Results – Hot SandwichesSurvey Results – Hot Sandwiches


Female – 5

Overall – 4




• Overall Recommendation Classify One Dimensional


NASA Lean Six Sigma

11

Question 13: If the cafeteria offered "make your own sandwiches" with cost determined by weight, how do you feel?

Question 14: If the cafeteria did not offer "make your own sandwiches" with cost determined by weight, how do you feel?

Q 7R 49I 134A 47O 21M 4

Q 10R 43I 93A 56O 18M 1

Q 18R 102I 241A 111O 42M 6

Survey Results – Make Your Own SandwichesSurvey Results – Make Your Own Sandwiches• Importance Ranking

Male – 20

Female – 18

Overall – 19



All – Indifferent



• Note – Very large number “R”s. Interpret as customers view not having this feature as a positive

NASA Lean Six Sigma

12

Question 16: If the cafeteria offered "made to order sandwiches," how do you feel?

Question 17: If the cafeteria did not offer "made to order sandwiches," how do you feel?

Q 7R 1I 75A 62O 76M 41

Q 5R 3I 55A 67O 69M 22

Q 5R 5I 146A 133O 153M 67

Survey Results – Made To Order SandwichesSurvey Results – Made To Order Sandwiches


Female – 7

Overall – 6




• Overall Recommendation Classify as One Dimensional


NASA Lean Six Sigma

13

Question 19: If the cafeteria offered "Grab and Go Sandwiches, Sides, and Snacks," how do you feel?

Question 20: If the cafeteria did not offer "Grab and Go Sandwiches, Sides, and Snacks," how do you feel?

Q 5R 3I 139A 36O 60M 19

Q 7R 12I 80A 58O 51M 13

Q 18R 18I 233A 99O 113M 36

Survey Results – Grab And Go Sandwiches etc...Survey Results – Grab And Go Sandwiches etc...• Importance Ranking

Male – 9

Female – 9

Overall – 8



All – Indifferent



• Note – A focus group should be considered here due to it’s rank and the % that view it as a positive

feature

NASA Lean Six Sigma

14

Question 22: If the cafeteria offered call-in orders for sandwiches, how do you feel?

Question 23: If the cafeteria did not offer call-in orders for sandwiches, how do you feel?

Q 8R 4I 138A 58O 51M 3

Q 4R 1I 80A 75O 53M 8

Q 15R 0I 232A 138O 116M 12

Survey Results – Call In OrdersSurvey Results – Call In Orders


Female – 11

Overall – 12


Female – Attractive

All – Indifferent



• Note – A focus group should be considered here due to the % that view it as a positive feature

NASA Lean Six Sigma

15

Question 25: If the cafeteria offered a Soup, Salad, and Fruit Bar, how do you feel?

Question 26: If the cafeteria did not offer a Soup, Salad, and Fruit Bar, how do you feel?

Q 7R 2I 44A 46O 124M 39

Q 9R 0I 20A 40O 123M 29

Q 19R 2I 71A 86O 257M 76

Survey Results – Soup, Salad, and Fruit BarSurvey Results – Soup, Salad, and Fruit Bar


Female – 1

Overall – 2






NASA Lean Six Sigma

16

Question 28: If the cafeteria offered self-serve ice cream, how do you feel?

Question 29: If the cafeteria did not offer self-serve ice cream, how do you feel?

Q 6R 18I 159A 48O 24M 7

Q 3R 10I 122A 55O 26M 5

Q 11R 32I 296A 111O 49M 12

Survey Results – Self Serve Ice CreamSurvey Results – Self Serve Ice Cream

• Importance Ranking Male – 19 Female – 19 Overall – 20

• Classification Male – Indifferent Female – Indifferent All – Indifferent


• Indifferent – Produces a “who cares?”

NASA Lean Six Sigma

17

Question 31: If the cafeteria offered Smoothies, how do you feel?

Question 32: If the cafeteria did not offer Smoothies, how do you feel?

Q 4R 2I 179A 53O 22M 2

Q 5R 0I 97A 89O 28M 2

Q 10R 4I 291A 148O 54M 4

Survey Results – SmoothiesSurvey Results – Smoothies


Female – 16

Overall – 21



All – Indifferent



• Note – Could be considered “Attractive” to females. Market segment consideration should be given

NASA Lean Six Sigma

18

Question 34: If the time it takes to select and purchase your food takes less than 5 minutes, how do you feel?

Question 35: If the time it takes to select and purchase your food takes more than 5 minutes, how do you feel?

Q 3R 0I 41A 78O 85M 55

Q 1R 2I 29A 89O 75M 25

Q 5R 2I 78A 172O 172M 83

Survey Results – < 5 Minutes To Select Food And PaySurvey Results – < 5 Minutes To Select Food And Pay


• Classification Male – One Dimensional Female – Attractive All – One Dimensional



NASA Lean Six Sigma

19

Question 37: If the cost of breakfast is less than $3, how do you feel?

Question 38: If the cost of breakfast is more than $3, how do you feel?

Q 5R 1I 95A 97O 53M 11

Q 1R 0I 75A 83O 45M 17

Q 5R 1I 182A 187O 105M 29

Survey Results – < $3 For BreakfastSurvey Results – < $3 For Breakfast


• Classification Male – Attractive Female – Attractive All – Attractive

• Overall Recommendation Classify as Attractive

• Attractive - Provides unexpected excitement and satisfaction – the “wow” factor. These

features can delight the customer

NASA Lean Six Sigma

20

Question 40: If the cost of lunch is less than $6, how do you feel?

Question 41: If the cost of lunch is more than $6, how do you feel?

Q 3R 0I 39A 41O 113M 66

Q 4R 0I 30A 42O 102M 43

Q 8R 0I 77A 82O 229M 115

Survey Results – < $6 For LunchSurvey Results – < $6 For Lunch


• Classification Male – One Dimensional Female – One Dimensional All – One Dimensional



NASA Lean Six Sigma

21

Question 43: If the cafeteria offered discount cards, how do you feel?

Question 44: If the cafeteria does not offer discount cards, how do you feel?

Q 4R 17I 109A 92O 37M 3

Q 1R 9I 81A 104O 24M 2

Q 6R 29I 200A 205O 65M 6

Survey Results – Discount CardsSurvey Results – Discount Cards


• Classification Male – Attractive Female – Attractive All – Attractive

• Overall Recommendation Classify as Attractive

• Attractive - Provides unexpected excitement and satisfaction – the “wow” factor. These

features can delight the customer

NASA Lean Six Sigma

22

Question 46: If the cafeteria offered off-peak time discounts, how do you feel?

Question 47: If the cafeteria does not offer off-peak time discounts, how do you feel?

Q 1R 12I 130A 83O 32M 4

Q 0R 8I 118A 80O 14M 1

Q 2R 23I 264A 166O 47M 6

Survey Results – Off Peak Time DiscountsSurvey Results – Off Peak Time Discounts





NASA Lean Six Sigma

23

Question 49: If the cafeteria offered payment by credit or debit card, how do you feel?

Question 50: If the cafeteria did not offer payment by credit or debit card, how do you feel?

Q 1R 24I 116A 62O 45M 14

Q 1R 5I 92A 75O 41M 7

Q 2R 33I 219A 138O 94M 22

Survey Results – Credit Or Debit Card PaymentSurvey Results – Credit Or Debit Card Payment





• Note – A focus group should be considered here due to the % that view it as a positive feature

NASA Lean Six Sigma

24

Question 52: If the cafeteria offered food and beverage items throughout the day, how do you feel?

Question 53: If the cafeteria did not offer food and beverage items throughout the day, how do you feel?

Q 4R 2I 132A 78O 37M 9

Q 1R 2I 81A 98O 35M 4

Q 5R 4I 224A 182O 77M 14

Survey Results – Food & Beverage Throughout The DaySurvey Results – Food & Beverage Throughout The Day


Female – 12

Overall – 13


Female – Attractive

All – Indifferent



• Note – Is considered “Attractive” to females. Market segment consideration should be given

NASA Lean Six Sigma

25

Question 55: If the cafeteria offered exhibition cooking, how do you feel?

Question 56: If the cafeteria did not offer exhibition cooking, how do you feel?

Q 2R 17I 191A 33O 17M 2

Q 1R 16I 156A 40O 7M 1

Q 3R 37I 366A 72O 26M 3

Survey Results – Exhibition CookingSurvey Results – Exhibition Cooking




All – Indifferent



NASA Lean Six Sigma

26

Question 58: If the cafeteria offered an international buffet, how do you feel?

Question 59: If the cafeteria did not offer an international buffet, how do you feel?

Q 3R 10I 139A 74O 35M 1

Q 2R 5I 110A 85O 13M 6

Q 5R 16I 262A 163O 53M 7

Survey Results – International BuffetSurvey Results – International Buffet




All – Indifferent



NASA Lean Six Sigma

27

Question 61: If the cafeteria offered pizza, how do you feel?

Question 62: If the cafeteria did not offer pizza, how do you feel?

Q 3R 15I 132A 69O 43M 0

Q 2R 3I 103A 74O 32M 7

Q 5R 8I 245A 151O 79M 19

Survey Results – PizzaSurvey Results – Pizza




All – Indifferent



NASA Lean Six Sigma

28

Question 64: If the cafeteria offered cooked to order items, how do you feel?

Question 65: If the cafeteria did not offer cooked to order items, how do you feel?

Q 2R 8I 154A 61O 29M 8

Q 0R 2I 113A 76O 27M 3

Q 2R 12I 280A 142O 59M 11

Survey Results – Cooked To Order ItemsSurvey Results – Cooked To Order Items




All – Indifferent



NASA Lean Six Sigma

29

Question 67: If the cafeteria offered latte and expresso coffee, how do you feel?

Question 68: If the cafeteria did not offer latte and expresso coffee, how do you feel?

Q 2R 19I 188A 33O 17M 3

Q 4R 4I 138A 44O 29M 2

Q 6R 24I 338A 82O 50M 6

Survey Results – Latte And EspressoSurvey Results – Latte And Espresso




All – Indifferent



NASA Lean Six Sigma

30

Survey Results – Self Stated Importance RankingsSurvey Results – Self Stated Importance Rankings

Feature Rank All Feature Rank Female Feature Rank MaleIf the cost of lunch is less than $6 1 Soup, Salad, and Fruit Bar 1 If the cost of lunch is less than $6 1

Soup, Salad, and Fruit Bar 2 If the cost of lunch is less than $6 2 If the time it takes to select and purchase your food < 5 Minutes

2

If the time it takes to select and purchase your food < 5 Minutes

3 If the time it takes to select and purchase your food < 5 Minutes

3 Soup, Salad, and Fruit Bar 3

Hot sandwiches 4 Vegetable entrees 4 Made to order sandwiches, 4Home-style hot lunches 5 Hot sandwiches 5 Hot sandwiches 5Made to order sandwiches, 6 Home-style hot lunches 6 Home-style hot lunches 6Vegetable entrees 7 Made to order sandwiches, 7 Vegetable entrees 7Grab and Go Sandwiches, Sides, and Snacks

8 Low-carb hot items 8 Cost of breakfast is less than $3 8

Cost of breakfast is less than $3 9 Grab and Go Sandwiches, Sides, and Snacks

9 Grab and Go Sandwiches, Sides, and Snacks

9

Payment by credit or debit card 10 Payment by credit or debit card 10 Discount cards 10Low-carb hot items 11 Call-in orders for sandwiches 11 Payment by credit or debit card 11Call-in orders for sandwiches 12 Food and beverage items

throughout the day12 Food and beverage items

throughout the day12

Food and beverage items throughout the day

13 Cost of breakfast is less than $3 13 Call-in orders for sandwiches 13

Discount cards 14 Discount cards 14 Pizza 14Pizza 15 Pizza 15 Off-peak time discounts 15Off-peak time discounts 16 Smoothies 16 Low-carb hot items 16Cooked to order items 17 Cooked to order items 17 International buffet 17International buffet 18 Make your own sandwiches" with

cost determined by weight18 Cooked to order items 18

Make your own sandwiches" with cost determined by weight

19 Self-serve ice cream 19 Self-serve ice cream 19

Self-serve ice cream 20 Off-peak time discounts 20 Make your own sandwiches" with cost determined by weight

20

Smoothies 21 International buffet 21 Smoothies 21Latte and espresso coffee 22 Latte and espresso coffee 22 Exhibition cooking, 22Exhibition cooking, 23 Exhibition cooking, 23 Latte and espresso coffee 23

NASA Lean Six Sigma

31

Write In Comments Write In Comments

# Response1 Overall, the cafeteria does a good job and most of the prices are fairly reasonable except for the $1.00

menu items that are offered at Wendy's or McDonald's (small sandwich and fries)2 I miss the lady who made sandwiches "to-go" or on a plate with chips. I like the zero calorie flavored

water drinks.3 I really like the recent additions of the fruit on the salad bar and in "to-go" containers. More variety on the soups would be good.4 Would like to see prices on all items. I don't think wrapped sandwiches etc. show a price. I like to know what I am paying.5 Would like to see prices posted for all items

6 What about the fact that some items (such as hot dogs) currently are only available on certain days and are not replenished when they run out?

7 Right now the food is over cooked (what is offered on the hot bar).8 Very good questions but I would like an opportunity to comment on each of the questions in relation to

my answer. I would love to see some additional cultural foods especially authentic Chinese cuisine.9 Friday specials that used to be served, such as buffalo wraps and crunchy chicken ranch salad, were

good and are missed10 I would like to see the cafeteria use local farms for produce and meat, and have recycled and/or biodegradeable to-go containers and cups.

11 I like the cafeteria just the way it is12 The cafeteria has already begun, in my opinion, to move toward improvements in how food is

prepared and served - 2 suggestions: have 2 lines each for hot bar and sandwich bar and have a prepaid/renewable card for payment where the purchaser can add money at anytime then the card can be swiped at the register with auto deduction & without signature required13 Check out the cafeteria at Hampton Sentara Hospital. They have good food at reasonable prices.

14 I have almost quit using the cafeteria because I don't have to be here until 9 a.m. I arrive after 8 a.m. the cafeteria is shutting down and many things are gone or not available after 8. Also, the same is true for lunch. I like to eat lunch at 1 or 2 when the good stuff is gone and the staff is cleaning up. The staff is always very helpful and trys to accomadate me, but it discourages me from coming. I would really like longer hours.15 I think the way the cafeteria does things now is very efficient and well organized and does not need any real changes.16 quality of some items is quite good at the cafeteria; would like our cafeteria to be more consistent offering better choices (I've seen great cafeterias at DFRC and LAFB Officers Club)

NASA Lean Six Sigma

32


17 If the food at the cafeteria is no better in quality or price than local fast food restaurants, then I will go to a local restaurant rather than going to the cafeteria. I typically only go to the cafeteria when I am in a hurry and cannot go somewhere else as I feel that neither the quality of the food, the selection, nor the price is better than the alternatives. I typically eat the made to order hot subs when I go to the cafeteria.18 I like the cafeteria and think it is a great resource for LaRC.

19 The JPL cafeteria is a good example of the type of cafeteria Langley should pattern themselves after. Do some fun things, try some new wave foods, like panini, etc. Pipe in nice music. Eating should be an enjoyable experience, brighten up the cafeteria w/plants, etc.

20 Confusing wording at times. Typo in #8.21 It would have been nice to have more details about some of the possible new features being

considered for offering that there were survey questions asking about them, like the discount card.22 I find the cafeteria acceptable rather than outstanding. We go Mon - Wed and eat out Thurs and Fri.

Favorites: beans&franks, barbeque, salad bar23 the order/wording of the responses was very odd. "I expect" to me is stronger than "I like" and "can

live with" more positive than "neutral" but I assumed a monotonic scale was intended24 Survey did not address "Quality". Quality is the #1 factor in selecting a place to eat.25 I'd like more recycling options in the cafe26 i do not eat at the cafeteria because the selection is not good. JPLs cafeteria is excellent. If LaRCs

was similar, I'd eat there most days.27 The services offered by the current cafeteria are fine. But the quality sucks for the price paid. Hot fish

meals are really fishy, vegetables are always overdone or underdone, and the preparation is deplorable. It's a crime that NASA Langley has such a horrible cafeteria that I have had to go outside of the center to find better food.28 I don't eat at the cafeteria alot, but I have noticed in the years I have been here that the menu is very repetitive. Every wednesday is fried chicken day. Maybe these are all time favorites and that is why certain items are offered weekly but it seems that the menu is very predictable.

29 Bring back Buffalo chicken wraps!!!30 Not sure how helpful my comments are, as I rarely eat at the cafeteria and have dietary restrictions.31 I eat at the cafe daily- obviously I like it!

I need vegetarian entrees available32 How about some real questions that actually pertain to the food itself? Why can't we have a cafeteria

similar to Canon, as featured in the paper several years ago?

NASA Lean Six Sigma

33


33 WHO gets discount cards ???34 Thanks for the questions.35 The cafeteria needs to offer more variety of items for the different cultures here on Center. Love the

lunch meals and the addition of the subs, and ready to go sandwiches. Definitely enjoy the breakfast cook to serve service. Just want more of a variety of foods instead of the same things every week.

36 I am in the "routine" of going off-Center for lunch. There would have to be big changes for me to come back to the cafeteria. I'd like a DECENT "main" meal at lunch. Now it's just same old thing and not very good.37 That is only one diet-pepsi fountain drink despenser. During a busy lunch, I seem to be there when it is empty. Offering more diet options would be wonderful (Mt. Dew, Dr. Pepper).

38 the time it takes to get the food and pay is very important as we are only alotted 30 min. for lunch (which I think should be a bit longer). also, offering vegetarians some more choices (or made to order items) would be nice.39 good

40 Would desperately like to see larger variety of hot food choices. Most of the cafeterias at other NASA centers have more variety in foods (JPL being the "best"). Costs are slightly higher, but the number of people who regularly eat in the cafeteria seems correspondingly higher (relative tot the size of the center).41 The cafeteria staff do a fine job. I just wish the entree choices on Thursday and Friday were better. Just say no to chicken livers and the fillet of fish has bones.

42 Hope the survey helps.The Cafeteria is a great thing to have on center. Let's keep it competetive.

43 I hope everyone took the time to make it through ALL the questions.44 I miss the Friday Taco Salad.45 The one thing I have found is that the lettuce on the salad bar is not fresh. This fact keeps me from

purchasing salads.46 I think they do a nice job but more variety and some of the items you mentioned would be great.47 A buffet style setup like you find in DC would be nice, e.g. hot bar, cold bar, drink bar with a variety of

choices & 1 special meal cooked in addition to usual choices. Freshness is key to the salad bar in particular.48 very interestingly phrased questions...

NASA Lean Six Sigma

34


49 I would like to see a wider range of vegetarian options, especially in the hot entree line. A wider range of all food options would be helpful.

50 I appreciate the variety of items currently offered by the cafeteria, and usually eat there once or twice a week.51 This is a different, but easy to follow.

52 Bring back the salad bar charging by container size with dressing included the way it used to be instead of by the pound with no dressing included.

53 It would be better if the cafeteria do not rotate five-day menu system that I memorize so well now.54 The sub sandwiches are the best and there is no need to improve on that area of the Langley

cafeteria. The prices on drinks is very high and could be lowered.55 It is important that the cafeteria provide food of good quality, good variety, well seasoned (tasty)and at

reasonable price. Better advertising of whats available might be a good idea as well. Over the years the service and quality have declined significantly. There must be a better balance between what is good for us and what it looks and taste like.56 I would love to see more fresh organic items on salad bar, ie fresh avocado, organic selection. Also Ames allows sale of beer and wine at lunch...that is a nice option. Not sure how that works from an ABC standpoint.57 healthy more wholesome food - low calorie, high fiber, FRESH is needed

58 The salad bar needs to be kept at a much cooler temperature.59 NEEDS AN ATM MACHINE AVAILABLE60 Be careful. You can't please everyone. (Espetially picky, over-analytical, cheap researchers.) What

you do to pease some people, may turn off loyal customers.61 I did not like tis survey.

Was this professionally written and thought out? Very tedious and repetitive, a boring survey to fill out. Should be fun and interactive, STATIC feeling- it the web-make it interactive.

62 I enjoy the cafeteria, its atmosphere and the good work of the staff.63 We need more fresh and natural items. Vegetables that are offered are usually massively overcooked

instead of lightly steamed. It would be nice to see an increase in the quality of the food, including more diversity (e.g. sushi, spicy foods, noodles and soups, better bread, etc.). I was a little confused in answering some of the questions (what's "exhibition cooking"?), primarily because "I expect it that way" seems to be a much stronger statement than "I like it that way." Based on the order in which those choices were listed, it seemed like "I like it that way" was supposed to be the strongest 64 $6 for a lunch at the cafeteria? You've got to be kidding! Non-profit status and those involved should be investigated.

NASA Lean Six Sigma

35


65 way toooo long to get subs and checkout. need more cashiers.66 I would prefer "healthy" entree options similar to those available in the NASA JSC & Ames cafeterias

over "southern style cooking" that predominates LaRC offerings.67 The food in the cafeteria is ok. It just needs to be seasoned. Even with health problems people knows

how much and what to eat. You should let us decide that. I dislike going out the gate at lunch time just to get a good lunch. I eat a good lunch because I don't have time for dinner. I rather pay for a good lunch than to eat food without any seasoning. I love the breakfast. I guess you can't go wrong with that.68 Look at how Ames Research Center's cafe is and model yourself after it. It is by far the best I've eaten at on a government facility in the 7 years I've been employed by the government.

69 Baked chips please!70 The salad bar used to be unpredictable in quality, either the carrots were sour, the water chestnuts'

liquid was thick, the tomatos watery, and they you started charging by weight. I quit going, who would want to pay by the pound for garbage? Oh, the lettuce smelled of sulfur. I bring my own salad fixings now, visiting the cafe once in a while for a called in steak sub. Now the BBQ: IT IS FABULOUS. Makes up for the salad :)71 Some of the current cafeteria workers are very nice and it is a pleasure to see them - especially Penny and Chef Jeff!72 We need spinach on the salad bar

73 the salad bar is WAY WAY too expensive. did i say it was too expensive?74 I am desperate for a variety of international foods (especially soups-not the same old one every week)

with a few of the items (pizza, vegetables, hot sandwiches, etc.) always being the same or a small rotation. LOOK AT THE JPL EXAMPLE. Also, breakfast is extremely important and a larger variety should be offered. Maybe a hotel style make you own waffle iron. They also need to take much more care in keeping the tile floors clean especially in the dinning room.75 Thank you to the managers, cooks, workers, and all others for all you do in our cafeteria!

76 Survey did not really get to the point of what could improve the cafeteria - JPLs cafeteria really has a good reputation for fresh food and selections. We have a bunch of over cooked vegetables, gravies, and heavy dishes. Just low carb does not make up for the freshness of things. The lunch meat also seems of lower quality.... etc.77 The menu varies too little from week to week. I do not understand how chicken livers can be such a big seller that they make the menu every week. I would really like a make your own sandwich bar in addition to the make your own salad/soup. Also more variety in the hot items including hot sandwiches and healthier alternatives than fried chicken, and gravy covered stuff.

NASA Lean Six Sigma

36


78 There was nothing in this survey about restricted diet accommodations. I would like to see the cafeteria list the FDA-recognized allergens in their food items, particularly the hot home-style food. An ingredients list would also be sufficient so that the patrons could decide for themselves. The food items I can consume at the cafeteria is very limited because of the lack of these accommodations and, thus, my patronage is very limited. I would eat there every day if I could. I imagine that many others may suffer from similar situations.79 I would like the cafeteria to be open earlier for people who have to be to work by 7:00 am. I would eat breakfast more often if it opened at 6:30 am.

80 1. The choices "I expect it that way" and "I like it that way" and other variations don't make much sense to me.2. After completing the survey, I still don't think I've been asked for my opinion. Too much data requested, something much more simple would have been better.3. People may say they want and value stuff, but their actual behavior may vary drastically.

81 would really like the checkout process to include credit/debit cards or cafeteria card with cash balance so the line moves faster than it does with cash only.

82 Need Gluton-Free options. Or at least information on gluton in menu items.83 Very well done! Easy to understand. Topics were clear and seemed thorough.84 It would be very exciting if any of these upgrades could be done.

International buffet would be great if around $7. I would like a take out (per pound or volume) option as well. I would be interested in taking home some for family dinner on occassion.Smoothies and lattes would be great if quality is good and priced around $3. I probably wouldn't pay restaurant prices very often. Although if we didn't have to contend with the 12% restaurant tax, it would be a big advantage. What would the tax rate be ?85 This survey seemed to only address possible services provided by the cafeteria. Another important component of any service is quality. The current quality of the services (especially food) at the cafeteria is bad, and sometimes very bad--including stale bread (frequent problem), skimpy servings of some items, and poor selection. Whatever services the cafeteria chooses to provide, I hope that they would make sure that they are top quality; that is, quality is valued much more than quantity of 86 Need better quality food and more variety (options), while maintaining reasonable prices

87 The quality of the food and the staff is the problem. The same old menu, cost are high, and staff is not focused on pleasing the customer. I can go to local Buffets, and get good quality food for $6-$7, all you can eat, multiple entrees, salads, and deserts. One dinner plate at the cafeteria cost min of 5$. When I am buying outside at buffets, I am paying tax, profit, and the cost of the building and maintenance in the $7. The cafeteria does not have any of these costs, and is charging a high rate for a one meal plate. Also I use to buy subs regularly from the cafeteria. They use to have really good subs for $4 with lots of meat. Now you pay $5 for a sub with two pieces of meat. I never buy a sub from there now. I wouldn't mind paying the $5 if they put a good amount of meat on the sandwich. My suggestion, clean house, and have Golden Corral offer a proposal to run the cafeteria buffet style. 88 I enjoy the food the Cafeteria serves now. I am not for "self serve" areas because people are not always as clean as they need to be. (I do not want to eat after a construction worker has made his food at the same place.) However, I enjoy the salad bar (because someone is always there to keep things neat.) I would enjoy a salad, soup, fruit bar area. Donis and her staff do a great job . . . I would be pleased with any of her new ideas.

NASA Lean Six Sigma

37


89 What about small versions of fast food places, such as Chick-Fil-A, Subway, Taco Bell, etc?What about pre-order food a day ahead for these type of services, maybe a certain day of the week.

90 Ham, pork chops, and bacon all come from the same animal!? Is that true??? Suuuuure, some magical animal...91 If the food tastes better and looks better, you'll get more customers. Until then, all the gimmicks in the survey won't work.92 Results of the last survey indicated that quality of the food was important. I have seen little improvement in quality.The excessive use of styrafoam is disturbing. Please minimize its use or use a more biodegradable product (paper).JSC has an excellent cafeteria - someone should check it out. It is more expensive than ours, and maybe that wouldn't work here. A solution would be to offer items that span a price range.

93 I appreciate the efforts made at the cafeteria in having a good meals at a reasonable price.94 Wraps would be a great addition95 1. What is your definition of exhibition cooking? That could be a scary thought.

2. International cooking would be fine if they used some spices, everything they make is bland.3. Most veggies are dumped out of a can and heated up.4. I don't like scrambled eggs sitting in a pan for 15-20 minutes, rubbery. Fried eggs are too small, use large eggs. Need a toaster that cooks more than 2 slices at a time.5. Need more microwaves, I usually have to reheat the food and someone is usually heating up a bowl of food they brought from home.6. Better flow in beverage area.7. I would like to make a small salad (up to $1) as my second veggie on dinners. On a $5 meal if I got a larger salad say $1.30 charge me $5.30.

96 Sandwiches have too much bread, not enough meat.97 I would like to see nutritional information about the food, such as calorie count and fat grams,

somewhere…perhaps the website?98 I wish you offered more foods that work for nutrition and health (including weight)-conscious people (e.g., broth-based soups instead of cream-based soups -- I like the vegetable soup, not the cream soups, they're loaded with fat -- and entrees generally seem to be loaded with FAT, too). You offer low-carb, but "low-carb" often means "high fat," unacceptable for those of us regularly watching our fat & calorie intake. I often find that there is little I care to eat at the cafeteria because of this, so I don't go there very often. Also, how about some "real" bread instead of the "sugar & water & fat & air" bread? I find that I don't "trust" the hot vegetables (are they cooked with lard?) and the entrees are usually high fat (beef, cheese, saturated fat, breaded & fried -- except for something like the broiled or poached fish). It's just hard to be healthy over there... and the one entree you seem to provide as "healthy" is

NASA Lean Six Sigma

38


99 The cafeteria simply needs to expand the number of available entrees and to include more variety. The cooked meal entries are currently a staple of southern recipes that are generally over cooked, low in flavor, and have been the same (or nearly so) for almost as long as I have been here. Specials (such as taco-salad or other unique entrees) have seemed to disappear. There doesn;t seem to be enough staff to expand the offerings. Even the ice-cream line is hard to use because in general the staff is too busy. Made to order stations, or stations offering international or other varieties of food on different days would be an extreme improvement. Less reliance on standard southern fair (fried chicken, mashed potatoes, green beens, etc.) would also help. It really is a simple as getting some new chefs with an expanded variety of quality entrees. People will pay extra if the food is good, and as 100 You did not ask about food offerings for groups requiring a special diet, such as peanut, milk, or seafood allergies or gluten intolerance. I would be in favor of at least guidance on food items to help these groups.101 It would be nice if the check price was the same each day.

102 Our cafateria and staff are exceptional.103 Thanks for asking for input and the question format was well done.104 strange survey...105 Sandwich items are not important since I do not eat wheat. Hot meal entrees without wheat are the

main reason I go to the cafeteria. If no entree is available, I eat at the salad bar. If these items go away, I will stop using the cafeteria.106 I like the cafeteria. They should have better parking.

107 see JPL's cafeteria. Oven baked pizza, asian food, grab and go sandwiches and salads. Add a coffee bar - with real coffees, not just dispensing machines. That's the way ours should be. Let's get with the times. Make it more of a food court.108 In addition to food type, availability and quality, cleanliness of cafeteria is very important.

109 I am a lacto-ovo Vegetarian and frequently have a hard time finding something tasty to eat110 Suggest use of packaged condiments.111 As long as donis runs the show

all is good.I believe less government oversight.She knows what works and what doesn't

112 keep offering a choice of two soups, three would be evern better113 I have watched people stand at the self-serve soup at the satellite caf in 1202 and carefully fish out all

the solids so that can heap up their bowl. some people did this every day. other people couldn't seem to wash their hands or turn their heads when sneezing when using the previous self-serve areas in the caf. why would we want to go back to that health risk?114 The Cafeteria menu is too expensive for the small amount served. Thanks

NASA Lean Six Sigma

39


115 Feel there can be more improvements to the selections of food.116 bring back the regular hashbrowns for breakfast instead of the little potato cubes...those aren't

hashbrowns. thank you. i did not see any other place for comments during this survey so i thought i'd put that here in this box.117 The cafeteria staff does a great job and the food items are a great value. Thanks.

118 good idea!119 Visit JPL and use their cafeteria as a model.120 The survey was good, but I like things the was they are at the present.121 I used to eat at the cafeteria about 10 years ago. Now I totally find the food unacceptable. The food

has not kept up with the healthy living styles that most people are striving for and the salad bar has actually gotten worse. I believe LaRC has the worst cafeteria of any of the NASA Centers and I have been to them all. Please... improve it would make my life much easier if I didn't have to go out for lunch or bring it in each day. The cost is not as important as the quality. Service is fine there - the folks are nice and accommidating. Thank you for asking :-)122 this survey talked about the type of food, and how to serve it. It missed quality of food. there is a big difference between $1 double cheese burger and Fudruckers cheese burger. Wawa makes excellent quality sandwiches both hot and cold and they have an unique ordering system. Taco bell is another fairly inexpensive place that would do well.123 I tend to visit the cafeteria when I'm located within easy walking distance (10 minute walk). I enjoy walking in nice weather. Moving everyone closer to the cafeteria (New Town) should increase my tendencies to visit the cafeteria.TV's need to be refreshed. I enjoy catching the news while eating lunch.

124 Is this survey for the good of the people or the good of the the cafeteria.I think more questions where needed on the changing of the menue and quality of the food, not just to get it from the lowes bider.Does the cafeteria operate on a profit margin or a buget. Quality of the food is very inportant to the Nasa Family125 staff is friendly

126 Some of the the questions were a bit vague in what exactly they were talking about. For example what is meant by exhibition cooking? There were others I wasn't quite sure what they were asking also.

127 What is "Home style" cooking? Nasa's diversity means everyone's home is different. If it means the current southern style, over cooked vegetables etc; then my answers to the first three questions would be different: YUK.128 Survey was too long and questions and responses were worded poorly.

129 Good quality, healthy food is most important to me whether it be homestyle or sandwiches. A good quality salad bar is a necessity. I've always loved the hot sandwiches.

130 Raise the quality and the prices and more people will come to the cafeteria. While there are still tightwads most of the NACA NUTZ are gone. I will pay more for, say flounder or steaks or steamed vegetables and I think others will too. Maybe just have special days for certain items like with chicken days.

NASA Lean Six Sigma

40


131 The survey is to long. The some of the questions are to general.132 It would be great to get a lot of energy at the Center around the cafeteria. Eating with your co-workers

can be a HUGE boost to the overall morale and technical health of the Center!!!133 The survey does not offer the ability to qualify the answers. Example: I would be interested in pizza as

long as it is not convenience-store pizza that has been sitting and is dry. Ditto for a buffet--these type of offerings have a potential for being dried-out. There's really no way to go wrong on coffee and smoothies or fresh fruit and salad bar. I might have said pizza and buffet is more important IF I knew that the quality is there. If it's gas-station quality food, then I would not be interested in it at all. Are you able to capture with this survey how much people are willing to spend for not just a particular item, but the quality of that item? If you can do smoothies as good as Tropical Smoothie, then I'm willing to pay the same $4 to $5 I'd pay there. If you have sandwiches as good as Quiznos, then I'm willing to pay more. Ditto for the pizza--fresh slices are worth more than the "Costco" type that have been sitting out 134 How about some wrap sandwiches? Pizza would be good too....donis is doing a great job. maybe some food for purchase at afterburners....let's bring back some real happy hours with entertainment every other week or at least once a month...do it in pavillion during nice weather...promote it and people will come....135 Some of the items I did not have enthusiastic comments about are because they would slow down the process of getting food and/or getting it paid for. Often, we do not have time for a casual, social lunch. Getting in, getting healthy, tasty food, getting paid and getting out can be the priority.

136 Bring back the Philly Steak and Cheese Sub!!!!Bring back the Wed Special at the snack bar!!!

137 Can we have a balsamic vinaigrette added to the salad menu?138 I didnt see the point of asking the same question twice every time139 Need to ask people what they want for lunch. I am sure that people would like to have input to the

menu.140 I am excited that there is some thought being put into the cafeteria. I think if the cafe was updated you could attract more of the NASA employees. Everyone likes the low prices, but the food quality and selection is lacking.141 Recommend offering a higher quality coffee, splenda, and baked potato chips.

142 bring back spinach to the salad bar

NASA Lean Six Sigma

41


143 Fast service & packaging of items to go would be a plus for those of us with only 30 min to get there/eat/return to work. A must for service who work at LaRC. I would prefer to eat here that to leave since it takes so long w/traffic and leaving the center.144 I feel the on-site cafeteria is a great asset to the center.

145 Would like to have cafeteria to supply dinners to take home (QUICHE)especially, lasagna, fried chicken etc.146 why not bring back potatoe and pasta style self serve bars, I had really enjoyed their ease and convience.147 Fast Food and prepared meals are one thing, but our population is overweight. The sald bar is awesome, but we need additional low fat items on the menu, healthier choices.

148 I have been most impressed with the flavor of the food and the prices.149 Love to see LaRC cafeteria having a level of quality like K & W, I'll eat there everyday instead of once

a week.150 Please have two people to check out customers at 11AM some of us only get thirty min for lunch . Lower the price of salad bar or even have one price for large salad containers. The ladies and men that work at the cafeteria are hard workers and need to be rewarded for the hard work. Barry Brunner 42640151 It'd be great to have some more variety (Thai, Indian, Chinese, French...), either by cooking special entrees once a week or by occasionally inviting in a local restaurant!

152 Also make sure you have needed number of servers at breakfast. I often go there and the line to get food is 4/5 deep with only one person working. Put grits and oatmeal at self serve like the soups. We shouldn't have to stand in line with thepeople that are getting cooked, hot breakfasts.

153 Not a very scientific way to ask questions and have anything but averages to measure154 The cafeteria should strive to offer a reasonable selection of good food choices, maintain high quality

at a fair price and strive to minimize the time required to selct and purchase these items.155 I think this is a poorly constructed survey. The answer choices are mostly irrelevant. It would be more

relevant to indicate preference, and strength of preference.156 The cafteria is a quick and easy place to go for lunch, however, the quality of the food over the years

has gone down. At the present time the salad bar is good with good options, but the hot food line leave a lot to be desired. Many of the items appear to not be popular with folks, but they keep on cooking them week after week. The taco salads and other daily features such as that were popular, but are no longer done. I realize that these were probably more labor intensive but were a good alternative to the "navy mess hall" food in the hot line. Think the hot food line is good in order to get a complete meal, but the menu really needs to be revamped to offer less grease and more quality items.157 Offering good coffee and/or smoothies would influence me to go there more often.

158 Thanks for the opertunity to take it!159 I really like the idea of coffee expresso!160 did ask about food preparation, the hot family style meals tend to be over cooked especial the

vegetables161 I realize some food offerings need to be neutral when it comes to seasoning because some of our patrons have certain diet restrictions or concerns. Please consider having a few items with more flair and flavor and then some items that will meet other folks heart healthy or salt restriction concerns.

NASA Lean Six Sigma

42


162 I greatly enjoy knowing that I can rely on some of my favorite menu items always being available on certain days, i.e. chicken livers on Thursdays, Fried Chicken on Wednesdays, etc.

163 The most important issue to me is that, at this time, we are not able to use debit/credit cards to purchase lunch on base. I personally do not have ATM access (personal choice) and do not carry cash so my option to eat a quicker lunch, on base is not an option I have.

164 Good survey.165 The food,and especially the service, has been exceptional at the LaRC cafeteria compared to other

facilities and much better than off-base fast food establishments.166 Good survey, easy to complete, good questions!167 I would like the breakfast food to be served at 6:00 A.M.168 The LaRC cafeteria is a great bargain, and it provides good food in a great variety. More should be

done to encourage the LaRC workers to eat there.169 I think the food at the cafeteria is generally very good and offers a good value for you dollar.170 CHANGE UP WEDESDAY MENU. SERVE VEG SOUP AND FRIED CHICKEN ON OTHER DAY AND

OTHER THINGS ON WEDESDAY171 I didn't understand all of the terms. What is "exhibition cooking"?172 This survey does not address my concerns with food quality (cold prime rib or other "hot" items, for

instance, or items that have been allowed to dry out on the hot line) and palatability.173 Please get rid of omnipresent TVs, or at least offer substantial space without them. I find them

irritating and very unappetizing. Also, who decided to paint over the HL-20 lifting body (a Langley project) with Space Ship One (a completely, and proudly, non-government project)?

174 Do not use Cafeteria, takes too long walk over and eat. I just brown bag.175 I prefer less variety and better quality176 Not a good survey. My issues with the cafeteria concern food quality and variety, which were not

addressed.177 I enjoy the variety in the hot meals that the chef has been providing. It is important to me that I have healthy choices at the cafeteria that local restaurants do not provide. I enjoy the hot vegetables with the meals, the made-to-order sandwiches, and the soup, salad and fruit bar. I use the discount card every time I come in. My husband and I eat at the cafeteria at least once a week.178 I love the homestyle foods but would enjoy more variety like tacos/mexican, a nacho bar, baked potato bar. It would also be nice to have a standard rotation of soups for example, baked potato soup every Monday, chili every tuesday etc.179 I like the cafeteria, it is very convenient. We have to get the young people back into use it by offering variety that is nutritional.180 fried food contains to much grease

181 Very good survey and hopefully some of the new initiatives will be implemented..182 Need to offer chicken tenders and taco salad again. Also need to offer the buffalo chicken wraps more

often.

NASA Lean Six Sigma

43


183 Every time the cafeteria adds some trendy, and usually unhealthy, eating option (like pizza, hot sandwiches), we lose one of our healthy choices (like the small side carrot, brocolli/cauliflour, and cole slaw salads, and the bags of raw carrots and celery). This is really a sore point for me -- there isn't time (the answer I got when I enquired about these losses) for one person to spend 10 minutes cutting carrots and celery, but there's time for two ladies to be devoted to hot sandwiches that take 5 minutes each ALL through lunch. As long as it's fattening, the cafeteria seems to have all the time in the world.I also do not like the idea of people making their own sandwiches because I worry that others will be handling my food.I like self serve ice cream if it means the soft ice cream machine will come back (lost that about 20 years ago). That was the bomb!

184 Would like cafeteria to open at 6am for breakfast185 Did not have a question about which NFL football team decorations that we would prefer to see in the

cafeteria. We need more Pittsburgh and Dallas stuff.186 SHARP cheddar cheese at sub counter

EXTRA SHARP CHEDDAR CHEESE at sub counterLife or Death IMPORTAnce EXTRA-SUPER SHARP cheddar cheese at sub counter

187 I'm happy w/ the cafeteria the way it is, but a "make your own" deli sandwich kiosk (a la Ames) would be convenient.188 The most important feature to me is the soup and salad bar. I especially like the vegetable soup and the lentil soup.189 Some of the options such as Cooked to Order would be wonderful. **Also Please consider Subway,Chick-Fil-A as vendors.190 Some of the terms in the survey were unclear ("home-style hot lunches" and "exhibition cooking"). Since I didn't know what these were, I selected "neutral". The survey had good coverage of cafeteria services, but didn't address quality at all (maybe that will come up in a future survey?) A few general comments: the cafeteria employees are hard working and very nice and personable. The food quality is extremely poor and I would highly recommend it be addressed in any changes. Personally, I would pay more for higher quality. (Food is usually bland, overcooked, and unappetizing.) Because of the poor quality, I usually go out to lunch. For reference, the Ames cafeteria is much better (more diverse 191 It would be great if the cafeteria offered delivery service to facilities/buildings. Let people place their order their lunch by a certain time, then pick up at a predetermined place in one's own building. Transaction could be by cash, credit card, or preferably by account (pre-established account that gets settled every 2-weeks for example).

NASA Lean Six Sigma

44


192 I have enjoyed the cafeteria for many years, my favorite feature has been the sub sandwiches, and the make sandwiches. However, I love some of the international featured hot lunches that are featured sometimes ie saurkraut, beans adn rice etc. great job, do not downsize!

193 I found the questions difficult to answer because I was uncertain what some terms meant: cooked-to-order, and whatever the first question was about (I forgotten it). Also, I didn't know how to answer in the negative. The response selections didn't seem to fit. And, for me, "I expect it that way" sometimes meant a higher score than "I like it that way." I suggest going back to a simple Likert scale from disagree to agree.194 I was neutral with several of my answers because although I may not like something--someone else may prefer it that way. I miss having the spicy chicken wraps--would prefer freshly washed lettuce instead of bagged lettuce that has a funny taste. Turkey dinners are one of my favorites. Getting people out of the lines fast means alot to those who only have 30 minutes for lunch. Can we have sweetened tea also? but not too sweet. Also, I noticed several of the portions have gotten smaller--but the price has gotten larger.195 The current cafeteria does a excellent job with food variety and quality. It woudl be good ot always have a non-red meat/non-pasta alternative on the hot food line. Good that the prep went low sodium (THANK YOU!!). The areas needing improving -- quickness through the sandwich line and purchase lines. They don't have enough registers open during the peak time 12-12:30 and food is often cold by the time you get to a table during this rush. A credit card

Documents

NASA Lean Six Sigma Management Office November 07, 2008 LaRC Cafeteria Kano Survey Brief