You are working at the restaurant and when owner hears you studied TQM at the University, asks you to convert raw data from paper customer comment forms at each table s into a Pareto Chart. The owner asks you to do the following tasks:
Spicey dishes are too cold. weird-tasting drinks Waiters tattoos offensive. not enuf parking here Yo! Parkingg! Dinner arrived too quickly. Spicy Thai Coconut Soup was cold Some servers are overwhelmed. I think you should hire better waiters. slow, slow, slow, slow This meal is so expensive. Service is rushed Watier greeted us as, "How are you guys?" I am a customer, not a casual buddy. Food is cold Food is too fatty Our Grilled Thai Beef dishes were undercooked.. Meals arrived too quickly. Too noisy / can't hold a conversation Waitress didnt take care of us why is the water tasting horrible? Menu hard to read and dirty. Check brought too soon. Food is too unhealthy oily food yes Coffee is burnt. Drinks not arriving fast enough. Food is dry Temperatures being to hot inside. wait staff bad true Too spicey! Temperatures being too cold inside. Soda is flat Waiters hair being down. Menu needs more fresh items Server did not offer a to go box. Service could be better. Unhappy that we didnt recieve the table we WANT, with no reservation. Dirty glasses and plats. Server brought out coffee too soon before dessert and coffee got cold Service is not professional It's too loud in this restaurant! site is hard too read My Grilled Thai Beef was too well done location "Mild" pad thai is too hot. Thinking we are being overcharged for desserts Menu could be clearer. Server actually sat next to my boyfriend at our table. Not clean is no good. Menu options good be better. A.C. too cold Parking! Too cold Cannot find server Fod is generally too salty. Felt like we have to leave the place for the next group of dinners. Received different dish than ordered Server did not refill drinks. Menu . . . My server is so slow! Your menu is hard to read. It's too dark in this restaurant! Wiatress wiped down our tabletop and seats with the same dirty cloth. Inconvenient parking - your website should explain this. prking iz baad Menu! Dirty bathroomz Too expensive Check came too slow. It's too cold in this restaurant! Silverware dirty. Parking lot is too small. I wanted my noodleson the side! Service is bad Server took a rag and flung all the residue and crumbs off the edge of table onto chairs. Parking sucks. It's too hot in this restaurant! not enough veggies in my Spicy Thai Coconut Soup Music was too loud. Servers were overly familiar (squatted down at our tble). Webstie should list specials. Whats taking so long for our dinners? Server was slow. The bill coming too soon. Waiting too long to be seated. Coffee isnt hot enough decor needs updating the restaurant is too cold Hair in food Service is unfriendly Too much ice in our soda. Menu choices are good but could be better. Other than that, we had a great experience. Your parking sucks - but I love your food! menu culd be better... Your sit doesn't have the latest menu. there is not enough chicken in my soup Take too long to pay check Place not clean My drink isnt strong enough Some severs are terrible. my drink is too sweet Food is good but served cold. Server rushed guests to decide on their order. It's too busy in this restaurant! Not enough alcohol in our 'Neat' drink. Never, never, nev Menu dirty tables, my drink is too bitter Bathrooms bathrum bad Portion is small Service poor. You really, really need to clean your bathroomz . . . Service slow. Soup arrived too quickly. This is definitely NOT what I ordered! Portions are too small Wraps are good but served cold. Lights being too bright/dim. Food is too greasy Server unavailable when needed. dirty plates! Food too hot Other loud guest Rud servers! Server asked if I needed change - this is presumptuous. Could you add a better kid's menu? Shuld have signs showing alternate paring sites when your lot is full. A waiter taking too long to arrive at a table the line up to be seated is too long Service is slow there is no parking servic Server started clearing dishes while some of us were still eating Service slow! Upset that we came 15 minutes early to pick up lunch to go and its not ready Food is bland Can't watch what we want on TV the restaurant is too hot Food is not fresh Parents allowed children to run loose We didn't like our table but couldn't get a booth. Lack of items on the menu (too many thai meals) yo mama! Food has ingredient in it we doesn't like Where are the specials on the menu? Its not clear. Server was rude and slow. $24 for one entree?!? Food is overcooked Food is too salty Hello! I think Price of salads. services When I went to the ladies room, there were no towels or soap. Don't have certain dish on menu anymore Food is overpriced Bathroom was dirty. My children did not have a good time at your restatuarnt. I want my money back. We had a party of 10 and it took f-o-r-e-v-e-r to get us a table! Our waitress was very nice but slow. Food is undercooked rude, rude, rude! Dingin room is noisy. Loud music music is too loud Received different than what they expected Fly in drink Food is flavorless My food is cold No refills Service could be faster. Taking dishes before everyone is done. Bathroom not clean Menu is confusing. My drink is too strong. You don't have enough parking - has anyone ever told you that? Waiter took too long to bring drinks. food bad Upset that we have to wait until 5:30 for dinner to even begin. We didn't like the location of where we're sitting Portions are too small. Where is the children's menu? Waiting . . . too cool! lack of napkins Portiosn are too large. The bill coming too late Food is tasteless It's too bright in this restaurant! No, no, no! my drink is too sour Lack of sides service bad Am angry that a Top Shelf drink costs too much. Having dishes sitting in front of them I can't find parking after 7PM. You have the worst parking lot I have ever seen. My girlfirend broke up with me over the cold fud. Thanks alot… Not enough ice in drink Not enough choices on menu. waiters bring main plate before appetizer is over. You need more vegetarian items on your menu. kitchen not clean! Updated your menu! Ours was six months old! Dirty bathroom. Too many choices on menu. Gratuity added onto check Problem Statement: You are working at the restaurant and when owner hears you studied TQM at the University, asks you to convert raw data from paper customer comment forms at each table s into a Pareto Chart. The owner asks you to do the following tasks: 1. Create an Excel file a. Label the first worksheet 'Pareto Chart'. b. Label the second worksheet 'Customer Comments' and paste the data from the included text file, then assign each comment to one of the following nine categories (note: not all comments fit neatly into a category, so use your judgment as to the best place to put them. However, each comment must belong to one and only one category): Cleanliness Other Parking Website Food Prep Menu Service Unknown c. Create a Pareto Chart based on the distribution of comments by categories. Note: this will require doing a Pivot Chart to count the number of records in each comment category. Follow the instructions shown in the video (5m 26s) at: https://www.youtube.com/watch?v=dMWq 48_TsNo, which explains the chart mechanics in detail. d. Insert a textbox under the Pareto Chart and answer the following questions: What is the summary of what this chart shows? What are your recommendations to management? What is a significant limitation of the data in this particular chart (i.e., not a limitation of Pareto Charts in general)? What do you propose be done to alleviate this limitation? 2. Insert a second textbox and answer the following questions regarding the quality of operations at the restaurant: a. Based on the data provided, what do you think reasons are for poor customer satisfaction and what are the potential impact on loyalty behaviors at the restaurant? b. Develop a procedure that should be followed by the staff when they first come into contact with a diner.