Tech book store case study analysis
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This case study analyzes quality issues at Tech Book Stores. Customer surveys revealed dissatisfaction with service and selection at both on-campus and off-campus locations. Tools like fishbone diagrams, Pareto charts, and scatter plots were used to identify causes. Key issues included a lack of customer focus, poor employee training, and inconvenient store layouts. Improving quality through practices like 5S, employee incentives, and a better return policy could boost repeat business while reducing costs from complaints and lost sales. However, obstacles to change include budget constraints and resistance from part-time student employees.
Tech book store case study analysis
- 1. Case Study Analysis of Tech Book Stores Presented By: SQC Group Department of Decision Sciences
- 2. 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.
- 3. 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 .
- 5. Campus Store - Students Campus store -Student Campus Store – Non Student
- 6. Campus Store – Student / Non Student
- 7. off campus store –Non studentOff campus store -Student
- 8. Off Campus Store Off campus Store – Student / Non Student
- 9. Overall Customer Dissatisfaction Level Both In Off & On Campus Book Store
- 10. 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”
- 11. 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
- 12. 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
- 13. 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
- 14. 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
- 15. 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.
- 16. 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
- 17. • 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.
- 18. 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)
- 19. 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
- 20. • Higher quality service. • Increased reliability of the end product. • Increase the customer own satisfaction. To the Customers: