Quality In Action

week of your course project, you are the quality manager for a company and have been asked to visit a local store, make observations, and report your findings. This store should be one that you can find additional information on from secondary research as well as a company website. Download the observation form, and use for this stage of the assignment.

Visit a local establishment of a store, restaurant, or coffee shop, etc. Document the observations that you see in the following areas:

  • Customer interactions with service/sales staff (time, friendliness, etc.)
    • You will want to observe for 30 minutes at least and track the following:
      • Time of service for each customer.
      • How many customers in 30 minutes.
      • You will want to take note of customer satisfaction. (label them, according to researcher opinion, into three categories (Happy, Content, Angry)
  • Environment of establishment (cleanliness, sounds, smells, etc.).
  • Employee interactions (teamwork, helpfulness, production).
  • Anything else that you might observe.

In your report:

  • Summarize your observations in a final 1-2 page report and answer the following questions:
    • How does this quality approach you observed impact competitive advantages?
    • What recommendations would you make for improvement based on findings?
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