Operations Management: A Mathematical Approach
Case – Winter 2019
• The report must be typed.
If you use EXCEL, please attach your output.
Requirements
Read the Fast Creek Lightning Case described in the textbook and complete the questions below.
Analyze the overall grade data by calculating a weighted score and then sorting the items (Parking, Traffic, Seating… Speed of Service) by the score. Which item Fast Creek did best? Did Worst? Provide a suggestion that can help to improve the 3 worst items. (hint: consider converting the letter grades to a numerical weight). (15 marks)
Analyze the open-ended comments on survey cards by create some general categories (e.g. food) for the comments and then placing the comments into these categories. Of course, not all comments are useful and can be categorized. Also try to indicate how many comments for example about food was positive and negative and was it about quality or price. Construct a chart to so that management can easily see which item e.g. bathroom received the most negative number of comments and which item receive the least. Provide a suggestion that can help to improve the 3 items that received the most negative comments. (30 marks)
Based on the open-ended comments on survey cards, construct a cause and effect diagram that leads to a “dissatisfied hockey fan”. (10 marks)
Provide 2 changes/additions to make the survey more useful (explain). (5 marks)
Hand in a managerial report complete with an introduction, your analysis, recommendations and conclusions.
There is no requirement for the number of pages as it is not a criterion for evaluating your report.
Include the model(s) and figures/tables and calculations in the main body of the report. Put Excel printouts (if any) in the appendix.
Case Evaluation
Mark
Report Writing
Grammar & Spelling, report size, font size, margins (10)
Organization
Cover page, table of contents, logical sectioning of report, charts & figures properly labeled, introduction, conclusion, appendix as applicable, page numbering, professional looking report (15)
Part a (15)
Part b (30)
Part c (10)
Part d (5)
