CASE: TQM – TIP TOP MARKETS

A. CHECK SHEET

Frequency of Occurrence
Complaint Category June 1 June 8 June 15 June 22 June 29 July 6 July13 July20 Total
Category Description
A Out of stock merchandise
B Expired or spoiled stock
C Cashier-related complaints –
lines, charging…
D Missing stocks
E Undesirable store ambiance –
temp, lighting …
F Poor customer service by
other personnel
G Equipment-related complaints
H
Etc., etc

C. RUN CHART
B. PARETO CHART (Based on Check Sheet data) (Only for the category with the
highest frequency of occurrence)

D. CAUSE-AND-EFFECT DIAGRAM
Frequency of Occurrence

(Only for the category with the

highest frequency of occurrence)

E. List of Recommendations
(5 alternative solutions to address
the most probable cause of the
complaint category with the highest
frequency of occurrence)

Note: Group output to be written on

A B C D E F (illustration only) intermediate paper. With group number
Complaint Category and names of members who are present.