Case #2: Tip Top Market
Name
BSM 405
, Executive Summary
Tip Top market was a chain of shopping center which was encountered problems
related to the customer’s negative feedbacks in one of its store. Karen Martin – the
manager of that store had made a list of complaints from the customers in the time between
June 1th and July 27th. On July15th, changes had been implemented to reduce the out-of-
stock, checkout and pricing problems. According to the given list and data:
Out of stock and customer service seem to have the most complaints throughout the eight
weeks.
After action had been made, there are still many complaints surrounding the concerned issues
which are out-of-stock and customer services problems.
Technical problem is the most improved factors after July 15 th when changes were made to
lessen the complaints.
The below are the diagram and chart used to make an analysis of the complaints
of customers. First of all, a check sheet will give the reader a better understanding of
the types of complaints that the Tip Top supermarket chains have been received.
Secondly, run chart and, especially, Pareto diagrams will be used to analyze the
complaint before and after July 15th. From the result of the Pareto diagrams, we will
have essential information to make the cause and effect diagram to show the root
Check sheets
The Check sheets classified the issues into certain types of complaints which are out-of-
stock, customer services, check-out problems, expired products, surround environment,
technical problems and others problems. According to the list (1), the check-out problems and
expired products have had a significant reduced after July 15th while problems related to out of
stock and environment problems have increased in the last two weeks.
Types of complains (1)
Errors June June June June June July 6 July July 20 July 27 Total
1 8 15 22 29 13
Name
BSM 405
, Executive Summary
Tip Top market was a chain of shopping center which was encountered problems
related to the customer’s negative feedbacks in one of its store. Karen Martin – the
manager of that store had made a list of complaints from the customers in the time between
June 1th and July 27th. On July15th, changes had been implemented to reduce the out-of-
stock, checkout and pricing problems. According to the given list and data:
Out of stock and customer service seem to have the most complaints throughout the eight
weeks.
After action had been made, there are still many complaints surrounding the concerned issues
which are out-of-stock and customer services problems.
Technical problem is the most improved factors after July 15 th when changes were made to
lessen the complaints.
The below are the diagram and chart used to make an analysis of the complaints
of customers. First of all, a check sheet will give the reader a better understanding of
the types of complaints that the Tip Top supermarket chains have been received.
Secondly, run chart and, especially, Pareto diagrams will be used to analyze the
complaint before and after July 15th. From the result of the Pareto diagrams, we will
have essential information to make the cause and effect diagram to show the root
Check sheets
The Check sheets classified the issues into certain types of complaints which are out-of-
stock, customer services, check-out problems, expired products, surround environment,
technical problems and others problems. According to the list (1), the check-out problems and
expired products have had a significant reduced after July 15th while problems related to out of
stock and environment problems have increased in the last two weeks.
Types of complains (1)
Errors June June June June June July 6 July July 20 July 27 Total
1 8 15 22 29 13
