CBMEC 1 Operations Management & Total Quality Management

May 2, 2020
Case Study: MS Supermarkets

MS Supermarkets is a region chain of supermarkets located in the Cebu. John Martin, manager of one of
the stores, was disturbed by the large number of complaints from customers at her store, particularly on
Tuesdays, so she obtained complaint records from the store’s customer service desk for the last eight
Tuesdays.

Your team have been asked to help analyze the data and to make recommendations for improvement.
Analyze the data using a Check sheet, a Pareto diagram, and Run charts and construct a Cause-and-effect
diagram for the leading category in which your team is going to prioritize.

On May 15, changes were implemented to reduce out-of-stock complaints, improve store maintenance,
and reduce checkout lines/pricing problems. Do the results of the last two weeks reflect improvement?

Based on your analysis, prepare a 3-page report to management highlighting the following:
Page 1: I. Introduction. A short introduction of the situation of the company.

II. Statement of the Problem. Here develop or construct a problem statement of “What is the
main problem of the company?” You may include 3 objectives. What do you want to achieve?

Page 2: III. Analysis and Findings. Apply here the concept of QC Tools and Techniques in your analysis.
Based on the data, how do you connect the get information and draw insights?

Page 3: IV. Conclusion and Recommendation.

Construct your conclusion briefly in 30 words at most. Likewise, your recommendations should be
itemized and specific that whatever statement you make it can be acted upon. Consider at least writing
five (5) topmost recommendations.

April 1
Out of orange yogurt Cashier not friendly
produce not fresh Charged for item not purchased
Bread stale Out of maple walnut ice cream
Lemon yogurt past sell date Couldn’t find the sponges
Checkout lines too long something green in meat
Couldn’t find rice Meat tasted strange
Overcharged didn’t like music
Milk past sell date Store too cold
Double charged Checkout lines too slow
Stock clerk rude Light out in parking lot
Meat smelled strange
April 8
Fish smelled funny Cashier not helpful
Undercharged Out of rice
Out of diet bread Meat tasted bad
Out of roses Telephone out of order
Dented can ATM ate card
Meat spoiled Overcharged
Out of hamburger rolls Slippery floor
Overcharged on two items Rolls stale
Fish not fresh Music too loud
Store too warm Bread past sale date
April 15
Wanted smaller size Ice cream thawed
Overcharged on special Overcharged on eggs
Too cold in store Double charged on hard rolls
Couldn’t find aspirin Bread not fresh
Out of Wheaties Long wait at checkout
Undercharged Didn’t like music
Out of Minute Rice Wrong price on item
checkout lines too long Lost wallet
Cashier rude Overcharged
Out of diet cola Overcharged on bread
Fish tasted fishy Fish didn’t smell right
Meat smelled bad
April 22
Milk past sales date couldn’t find shoelace
couldn’t find oatmeal Couldn’t find lard
Store too warm Out of Smucker’s strawberry jam
out of Bounty paper towels Out of 42 oz. Tide
Foreign object in meat Out of Frosty Flakes cereal
Overcharged on orange juice Fish really bad
Store too cold Out of Thomas’ English Muffins
lines too long at checkout Windows dirty
Eggs cracked

April 29
Checkout line too long Out of Campbell’s turkey soap
Restroom not clean Store too cold
Out of Dove soap Out of pepperoni sticks
couldn’t find sponges Cashier too slow
Out of Bisquick checkout lines too long
Checkout lines slow Out of skim milk
Eggs cracked Meat not fresh
Out of 18 oz. Tide Charged wrong piece
Store not clean Overcharged on melon

May 6
Out of straws Out of drain
Store too warm Meat looked bad
Out of bird food Out of Chinese cabbage
price not as advertised Overcharged on butter
Overcharged on butter Store too warm
Need to open more checkouts Out of Swiss chard
Out of masking tape Floors dirty and sticky
Shopping carts hard to store Too many people in store
Stock boy was helpful Out of bubble bath
Debris in aisles Out of dial soap
Lost child
May 13
Wrong price on spaghetti Cashier not friendly
Undercharged Shopping cart broken
Water on floor Out of Cheese Doodle
Out of brown rice couldn’t find aspirin
Store looked messy Triple charged
Out of mushrooms Out of MS lunch bags
Store too warm Out of Saran Wrap
Overcharged out of MS straws
Checkout lines too long Out of Dove soap
Checkout wait too long
May 20 Out of cocktail sauce
Out of cucumbers Wrong piece on baby food
Out of MS paper Water on floor
Checkout lines too slow Out of 18 oz. Tide
Out of red peppers Out of onions
Found keys in parking lot Out of MS tissues
out of MS napkins Out of squash
Lost keys Checkout lines too long
Out of apricots Out of iceberg lettuce
Wrong price on sale item Out of romaine lettuce
Telephone out of order out of MS paper towels
Overcharged on corn
May 27
Out of bananas water on floor
Wanted to know who won the lottery Out of MS straws
Reported accidents in parking lot Out of MS paper towels
store too warm Windows dirty
Wrong price on cran apple juice Out of MS toilet papers
Oatmeal spilled in bulk section Out of iceberg lettuce
Out of carrots Spaghetti sauce on floor
Telephone out of order Dislike store decorations
Out of fresh figs Out of Peter Pan crunchy peanut butter
out of MS tissues Out of MS lunch bags
Out of MS napkins Out of vanilla soy milk