Take Home

TAKE HOME EXAM - TOTAL QUALITY MANAGEMENT The popularity of Southwestern Universitys football program under its new coach, Bo Pitterno, 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 farther 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. "l wish you would take care of these football complaints, Leslie. he said. See what the real problems are and let me know how youVe resolved them. "Gardner wasn''t surprised at the request. "IVe 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 campuswide 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 the table below. "There''s a lot of information here," she thought. Overall Grade c Game Day A. Parking 105 5 5 B.

Traffic 50 52 C. Seating 115 35 25 D. Entertainment 160 26 10 19 E. Printed Programs 98 Tickets A. Pricing 104 16 B. Season Ticket Plans 75 Concessions A. Prices 116 B. Selection of Foods 155 24 11 C. Speed of Service 76 Respondents : Alumnus Student Faculty/Staff None of the above 113 Open-Ended Comments on Survey Cards: Parking a mess Add a skybox Get better cheerleaders Double the parking attendants Everything is okay Too crowded Seats too narrow Great food Joe P. for President! I smelled drugs being smoked 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 skyboxes Seats sink 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. SWUM Put in bigger seats Friendly ushers Need better seats Expand parking lots Hate the bleacher seats Hotdogs cold $3 for a coffee? No way! Get some skyboxes

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 Cold coffee served at game My company will buy a skybox Programs overpriced Want softer seats Beat those Longhorns! - build it! Seats too small Band was terrific Love Pitter no Everything is great Build new stadium Move games to Dallas No complaints Dirty bathrooms From data presented, how would you assess Southwestern Universitys quality? Illustrate using the appropriate tool TQM tool. Show all details.