CASE: Sizzlegrill burrito house is a small regional chain of quick service resta

Question

CASE: Sizzlegrill burrito house is a small regional chain of quick service restaurants in the Midwest. They specialize in four types of burritos: chicken, beef, pork, and a bean-based vegetarian item. The burritos are made-to-order, so customer can add rice, cheese, guacamole, tomato, lettuce and salsa to fill out the wrap. The burrito is then place in a paper wrapper to ensure ease of handling and sanitary delivery to the customer. Lately, one of the store managers, Niceley, has been hearing customer complaints, ranging from such comments, “the tortilla wrap is too thin, its breaking,” or “the food is not hot,” “every time I get a burrito it seems to be a different size,” and “I got the wrong ingredients on my burrito.” Niceley, knew that he needed to systematically survey his customers. Many complaints were submitted through the corporate website. Niceley, district manager was most concerned with the comment on size. To be competitive, it is important that customers receive consistent food and service. Niceley, knew Prof. Evalind at the local university, who taught an MBA class in quality management. He told Niceley that he was always looking for projects for his student teams. Niceley, decided to ask the professor if he would have a team of students design a customer survey, instruct his workforce on how to weigh and record burrito weights, gather customer comments, analyze the data, and make recommendations on what should be done to improve the operations of Sizzlegrill burrito house. The student team developed a survey using the question in table 6.4 based on a 5-point Likert scale [5=excellent, or strongly agree, 1= poor, or strongly disagree] for the first 10 questions. The last two questions were coded as a 1, 2, 3, or 4. They administered the questionnaire to 25 random customers and gathered data on 150 burritos weights in samples of 3 each.

TABLE 6.4: CUSTOMER SURVEY QUESTIONS: 1)Was the menu easy to read? 2)was order prepared correctly? 3)was the food tasty? 4)was the food served hot? 5)were employees courteous and polite? 6)was the restaurant clean? 7)in your opinion, did you receive a good value for the price you paid? 8)what was your level of satisfaction? 9)how likely are you to dine with us again? 10)how likely are you to recommend us to your friends/family?

SURVEY RESPONSES: (note: questions were asked on a 5-point scale (5=excellent or strongly agree, 1-poor or strongly disagree)

1)menu was easy to read: MEAN:4.56,STANDARD DEV:1.06, 2)order was prepared correctly: MEAN:4.23,STANDARD DEV:1.06, 3)food was tasty: MEAN:3.90, STANDARD DEV:1.08, 4)food was served hot: MEAN:3.78 STANDARD DEV:1.34, 5)employees were courteous and polite: MEAN:4.03, STANDARD DEV:0.92, 6)restaurant was clean: MEAN:4.00, STANDARD DEV:1.01, 7)good value for price paid: MEAN: 4.01, STANDARD DEV:1.19, 8)overall satisfaction: MEAN:3.90, STANDARD DEV:1.05, 9)likely to dine with us again: MEAN:3.62 STANDARD DEV:1.13, 10)likely to recommend us to a friend: MEAN:3.57, STANDARD DEV:1.17.

Burrito statistics:

1)weight-1.25,freq-0, 2)weight-1.30,freq-3, 3)weight-1.35,freq-9, 4)weight-140,freq-16, 5)weight-1.45,freq-17, 6)weight-1.50,freq-34, 7)weight-1.55,freq-22, 8)weight-1.60,freq-23, 9)weight-1.65,freq-11, 10)weight-1.70,freq-7, 11)weight-1.75,freq-6, 12)weight-1.80,freq-1, 13)weight-1.85,freq-1, 14) weight- More, freq-0.

Mean= 1.509 Median= 1.500 Mode=1.570 Standard Deviation= 0.108

“Weight “designates a weight range; “frequency” designates the number of burritos sampled that were within that range. (EXAMPLE: NO BURRITOS WEIGHED 1.25LB. OR LESS, THREE BURRITOS WEIGHED BETWEEN 1.30 AND 1.25 LBS., ETC.)

Answer the following: 1-5 question below:

Question1: WHAT CONCLUSION DO YOU REACH WHEN YOU LOOK AT THE DESCRIPTIVE STATISTICS FOR THE ANSWERS TO EACH OF THE SURVEY QUESTION IN THE DATABASE (REFER TO SURVEY RESPONSE)

Question2: IF YOU AVERAGE THE RESPONSES TO THE FIRST SEVEN QUESTIONS BY CUSTOMER, HOW CLOSELY ARE THOSE AVERAGES CORRELATED TO THE SATISFACTION SCORE (REFER TO SURVEY RESPONSE) EXPLAIN YOUR FINDINGS. DO THEY MAKE SENSE TO YOU?

Question3: ANALYZE THE DATA ON BURRITO WEIGHTS (REFER TO BURRITO STATISTICS). NOTICE THAT THE MEAN, MEDIAN, MODE, AND STANDARD DEVIATION ARE CALCULATED FOR YOU. WHAT DO YOUR RESULTS TELL YOU ABOUT THE CONSISTENCY OF THE FOOD SERVINGS?

Question4: SHOULD NICELEY, BE CONCERNED ABOUT THE BURRITO WEIGHT VARIANCE? EXPLAIN WHY OR WHY NOT?

Question5: WHAT RECOMMENDATION FOR IMPROVEMENT CAN YOU MAKE TO NICELEY?

Explanation / Answer

The descriptive statistices corresponding to response to Q1 indicates, people in general are pretty okay with the patten in which menu had ben written. The standard deviation value indicates that the response values are 1.06 units away from the mean, in other words values are close to mean.

Tips: Find whether the average is close to the 'Excellent' or 'Poor or strongly disagree' scale. Accordingly form the decision. Then see whether th estandard deviation are small or large. Larg estandard deviation indicates that responses were far from the mean and small sd indicates they are closer to the mean. Accordingly interpret results.

Based on only two parts of descriptive statistics, it is not prudential to make judgements.

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