Assignment 1 Manage Project Quality Avinash Seetul

0799513
Case Study
Bringing Back Customers to “Easy Shopping”

1. Brainstorming

1/ Service provided don’t meet standards

2/ Delivery not done on time
3/ Inconvenient opening hours (09.00-18.00)
4/ Long Queue at checkpoints-waste of time
5/ Fierce competitions from other supermarkets
6/ Not enough variety of products
7/ High price of commodities
8/ Car parking problems
9/ No Customer care services
10/ Inefficient running of the business

2. Ishikawa Diagram

Fierce Competition
Service provided don’t meet
standards Not enough variety
of products
Delivery not done on
time Long Queue

Inconvenient opening hours High Prices

Customer
Complaints

No Customer care
services Car parking problems Inefficient running of the
business

3. Pareto chart
 Number of
Number Causes complaints
1 Services don’t meet standards 50
2 Delivery not on time 30
3 Inconvenient opening hours 3
4 Long Queue 3
5 Fierce competition 3
6 Not enough variety of products 3
7 High price 2
8 Car parking problems 2
9 No Customer care services 2
Inefficient running of the
10 business 2

120
100
80 Number of
complaints
60
Percentage
40
20
0
Inefficient
Inconvenient
Delivery not
Services

Not enough

Car parking
Long Queue
Fierce

No
High price

1 2 3 4 5 6 7 8 9 10

4. Possible solutions

1) Provide quality services that meet standards.

2) Put more delivery staff and more vehicles to be used for.
3) Re set opening hours to longer periods and late night shopping.
4) Find suppliers with cheaper prices so as to reduce selling price.
5) Increase the number of products and put more varieties as well.
6) Use latest equipments at checkpoints, to save time.
7) Provide better customer care by putting more staff to the service of
customers.
8) Provide more car parking.
9) Work with consultants so as to help fixing the problem of inefficiency.
10) Set price according to the current market, if possible beat the competitors’
prices.