Assignment:
Maintaining High Quality at Barbie Q and Barbie Q II
As Howard and Brianna prepare for their second restaurant, they decide to take a look at the customer comment cards they have received recently at the current Barbie Q and make sure to address any persistent quality issues at both the new and the existing restaurant. They collected the 300 most recent comment cards for analysis.
Customer Comment Card Ratings
(Sample size = 300)
|
Excellent
|
Good
|
Fair
|
Poor
|
|
Seating
|
80
|
164
|
28
|
28
|
|
Employee Friendliness
|
101
|
155
|
24
|
20
|
|
Promptness of service
|
90
|
170
|
14
|
26
|
|
Menu variety
|
95
|
143
|
45
|
17
|
|
Food quality
|
136
|
98
|
45
|
21
|
|
Atmosphere
|
99
|
118
|
65
|
18
|
|
Value for price paid
|
73
|
125
|
56
|
46
|
|
|
|
|
|
Open-ended comments on cards:
|
COMMENT
|
COMMENT
|
|
Meat is moist and tender
|
Long wait for service
|
|
Server was rude
|
Server was great!
|
|
Slow to get drink refills
|
Green beans too salty
|
|
Ribs were charred
|
Killer ribs, brisket and sides
|
|
Ribs overcooked
|
Not a fan of sauce choices
|
|
Ribs all different sizes
|
The pulled pork is great
|
|
Barbecue sauce is bland
|
I need a bigger chair
|
|
Barbecue sauce is too spicy
|
Some fat on beef brisket
|
|
Potatoes watery
|
Fast service
|
|
Best barbecue ever!
|
Great bread!
|
|
Potatoes are dry
|
They have really good sides
|
|
Server messed up our order
|
Good BBQ!
|
|
It was all tasty
|
I waited too long for food
|
|
Menu text size is too small
|
More coupons!
|
|
Very good food!
|
The menu is confusing
|
|
Floor was dirty
|
Good music playing
|
|
Very loud -especially the music!
|
Food was cold
|
|
Restrooms need cleaning
|
Entrance was crowded when we arrived
|
|
Good pork but beef is dry
|
Great take-out food, too!
|
|
Menu is confusing
|
Food seems greasy
|
|
Would come back!
|
Cheerful wait staff
|
|
Great service, food so-so
|
The buns are very fresh
|
|
Great!
|
Great ambiance - music especially!
|
|
Tasty sauces
|
Server didn't know the menu
|
|
Lighting is too bright
|
Would love daily specials
|
|
Nice that there is no wait for a table
|
Lots of options
|
|
Carry-out order pick-up area too small
|
BBQ on the meat was good.
|
|
Great fries
|
The Ribs are fantastic
|
|
Would like better kid's menu
|
The fixed chairs are too far from the tables
|
|
Difficult to hear the server talk
|
Some food was hot and some cold
|
|
Corn overcooked
|
Basic and fat fast food
|
|
Employee on cell phone
|
Limited healthy meu choices
|
|
Workers had pizza delivered
|
Nice flavor for the bbq beans
|
|
Food not hot
|
Nice selection of sauces
|
|
Need more menu items
|
Employees were friendly
|
|
Long wait for service
|
Food was cold
|
|
Server was great!
|
Entrance was crowded when we arrived
|
|
Green beans too salty
|
Great take-out food, too!
|
|
Killer ribs, brisket and sides
|
Food seems greasy
|
|
Not a fan of sauce choices
|
Cheerful wait staff
|
|
The pulled pork is great
|
The buns are very fresh
|
|
I need a bigger chair
|
Great ambiance - music especially!
|
|
Some fat on beef brisket
|
Server didn't know the menu
|
|
Fast service
|
Would love daily specials
|
|
Great bread!
|
Lots of options
|
|
They have really good sides
|
BBQ on the meat was good.
|
|
Good BBQ!
|
The Ribs are fantastic
|
|
I waited too long for food
|
The fixed chairs are too far from the tables
|
|
More coupons!
|
Some food was hot and some cold
|
|
The menu is confusing
|
Basic and fat fast food
|
|
Good music playing
|
Not a huge selection
|
|
Employees were friendly
|
Beans are tasty
|
|
Nice selection of sauces
|
The prices are too high
|
|
Tables are pretty beat up
|
There are so many sauces and they seem the same!
|
|
Just average barbecue to me
|
No one waited on me for a long time
|
|
Area needs more restaurants
|
I love the food here!
|
|
Potholes in parking lot
|
The chairs are uncomfortable
|
Open-ended comments on cards:
Address the following quality management topics:
Using at least two different quality tools, analyze the comment card data and present your conclusions.
How could the customer comment cards be more useful (be specific)?
Based on your analysis, what are the areas that the Jacksons should focus on in the current Barbie Q?
What TQM principles should the Jacksons employ to ensure high quality standards and customer satisfaction at Barbie Q I and the planned Barbie Q II?