Case Study Analysis ofTech Book Stores

Presented By: SQC Group

Department of Decision Sciences

01. Reasons For Organizing A Customer Survey

Main Reason:

• Due to the failure of random visit to the stores by

Mr. Watson.

Others:

• Low Cost, Easy to Conduct, Easy to gather accurate

data, More Sample Size, Little or no observer

subjectivity.

Tools That Uses To Analyze The Quality Issue• Fishbone (Ishikawa) Diagram:

– Identifies many possible causes for an effect or problem and sorts ideas into useful categories.

• Pareto Chart :– shows on a bar graph which factors are more significant.

• Scatter Diagram:– graphs pairs of numerical data, with one variable on each

axis, to help you look for a relationship. • Set video cameras .• Place customer suggestion boxes or Obtain the details of

customer satisfaction through telephone calls .• Conduct an exam or an interview to employees continuously .

02. ANALYZING

THE SURVEY RESULTS

Campus Store - Students

Campus store -Student Campus Store – Non Student

Campus Store – Student / Non Student

off campus store –Non studentOff campus store -Student

Off Campus Store

Off campus Store – Student / Non Student

Overall Customer Dissatisfaction Level Both In Off & On Campus Book Store

03. Quality of A Book Store

“The creation of customer satisfaction by providing a good basis for the purchase of books and other items on the right time at right quantity at right price with perceived

condition and re-creation of customer loyalty”

03. Quality of A Book Store• Time and Timeliness

– Reduction of waiting time to search and purchase a book– Quick response of service personnel to customer requests

• Completeness– Maintaining a satisfactory level of stocks to meet customer

requirements– Update the Bookstore’s website regularly

• Courtesy– Treat the customers in a friendly manner– Politeness to the customer

• Consistency– Equally treat all the customer

Contd.• Accessibility& Convenience

• Appoint knowledgeable employees• Maintain a proper layout that makes convenience• Convenience to access the website

• Accuracy

• Deliver the exact product that customer requires• Ensure the accuracy of billing• Ensure the correct information available in the website at

anytime• Responsiveness

– satisfactorily responding to customer complaints

04. Quality Issues in The Tech Bookstores

• Lack of customer focus

• Unmindful Recruitment procedure

• Less induction and training program

• Lack of courtesy and knowledge of employees

• Lack of management commitment

• Failure to respond to customers

• Inappropriate arrangements of books

05. Cost of Poor Quality

The Cost of Quality is made up four cumulative area of costs:

1) Appraisal

2) Detection

3) Internal Failure

4) External Failure Cost of Poor Quality

Internal Failure Cost• Cost of re-entering data in to the organization data base.• cost of keeping wrong or unnecessary items within book store

inventory.• Delay in providing service on time to the customer.

External Failure Cost Cost of handling customer complaints

Cost of handling & replacing the returned products.

Cost of loss sales.

Loss of reputation.

06. How To Improve Quality At The Book Store

•Apply 5S practices to the bookstore

Sort - Making things cleaned up and organized

Set In Order - Organize, Identify & Arrange everything in a

work area

Sweep or Shine - Regular cleaning and maintenance

Standardize - Make it easy to maintain, simplify & standardize

Sustain - Maintaining what has been accomplished

• Conduct training programs aimed at student employees . • Incentive schemes to staff on attracting customers .• Maintain a suggestion box .• Design proper service level agreements. • Develop a proper return policy & communicate it clearly.• Implement a camera system to detect and control employees

misbehavior.• Appoint a leader, responsible for quality issues, from

employees in the book store on daily basis.• Induce customers to use bookstore’s web site.• Application of quality tools to identify routine quality

problems at the book store.

Contd.

07. Obstacles for Improvements

• Lack of control over Part time student employees

• Negative attitude towards system upgrades

• Employee redundancy and grievances due to technology usage

• Pressure on maintaining low prices

• Have long –standing policy of selling textbooks with a very

small markup

• Lack of funds

(Use all profit to fund student related projects like new

athletic fields, student center enhancement)

 

To the Book Store:• Higher repeat business/referrals from a satisfied client base.

• Enhanced reputation in the business and its market share.

• Improves morale and Stimulates creativity of employees.

• To the Employees:• Improved awareness amongst locations of book store

• Improved morale of employees

• opportunity to participate in decision making

08. Benefits of Quality Improvements

• Higher quality service.• Increased reliability of the end product.• Increase the customer own satisfaction.

To the Customers: