Tiptop Markets: A Six Sigma Project Improvement Case Tip Top Markets is a regional chain of supermarkets located in the southeastern United States. Karen Martin, manager of one of the stores, was disturbed by the large number of complaints from customers at her store, particularly on Tuesdays, so she obtained records from the store's customer service desk for the last nine Tuesdays. However, a few aren't really complaints, and not all are the responsibility of the store, so those shouldn't be included in her analysis. Assume you have been asked to help analyze the data and to make recommendations for improvement. Analyze the data by classifying them into groups. June 1 out of orange yogurt bread stale checkout lines too long overcharged double charged meat smelled strange charged for item not purchased couldn't find the sponges meat tasted strange store too cold light out in parking lot June 15 wanted smaller size too cold in store out of Wheatles out of Minute Rice cashier rude fish tasted fishy ice cream thawed double charged on hard rolls long wait at checkout wrong price on item overcharged fish didn't smell right June 29 checkout line too long out of Dove soap out of Bisquick eggs cracked store not clean store too cold cashier too slow out of skim milk charged wrong price July 13 wrong price on spaghetti water on floor store looked messy store too warm checkout lines too long cashier not friendly out of Cheese Doodles triple charged out of Saran Wrap out of Dove Bars July 27 out of bananas reported accident in parking lot wrong price on cranapple juice out of carrots out of fresh figs out of Tip Top napkins out of Tip Top straws windows dirty out of iceberg lettuce dislike store decorations out of Tip Top lunch bags out of vanilla soy milk produce not fresh lemon yogurt past sell date couldn't find rice milk past sell date stock clerk rude cashier not friendly out of maple walnut ice cream something green in meat didn't like music checkout lines too slow overcharged on special couldn't find aspirin undercharged checkout lines too long out of diet cola meat smelled bad overcharged on eggs bread not fresh didn't like music lost wallet overcharged on bread restroom not clean couldn't find sponges checkout lines slow out of 18 oz. Tide out of Campbell's turkey soup out of pepperoni sticks checkout lines too long meat not fresh overcharged on melon undercharged out of brown rice out of mushrooms overcharged checkout wait too long shopping cart broken couldn't find aspirin out of Tip Top lunch bags out of Tip Top straws wanted to know who won the lottery store too warm oatmeal spilled in bulk section telephone out of order out of Tip Top tissues water on floor out of Tip Top paper towels out of Tip Top toilet paper spaghetti sauce on floor out of Peter Pan crunchy peanut butter June 8 fish smelled funny out of diet bread dented can out of hamburger rolls fish not fresh cashier not helpful meat tasted bad ATM ate card slippery floor music too loud June 22 milk past sales date store too warm foreign object in meat store too cold eggs cracked couldn't find lard out of 42 oz. Tide fish really bad indows dirty July 6 out of straws out of bird food overcharged on butter out of masking tape stockboy was not helpful lost child meat looked bad overcharged on butter out of Swiss chard too many people in store out of bubble bath out of Dial snan July 20 out of cucumbers checkout lines too slow found keys in parking lot lost keys wrong price on sale item overcharged on corn wrong price on baby food out of 18 oz. Tide out of Tip Top tissues checkout lines too long out of romaine lettuce undercharged out of roses meat spoiled overcharged on two items store too warm out of ice telephone out of order overcharged rolls stale bread past sale date couldn't find oatmeal out of Bounty paper towels overcharged on orange juice lines too long at checkout couldn't find shoelaces out of Smucker's strawberry jam out of Frosted Flakes cereal out of Thomas' English Muffins store too warm price not as advertised need to open more checkouts shopping carts hard to steer debris in aisles out of Drano out of Chinese cabbage store too warm floors dirty and sticky out of Diamond chopped walnuts out of Tip Top toilet paper out of red peppers out of Tip Top napkins out of apricots telephone out of order out of cocktail sauce water on floor out of onions out of squash out of iceberg lettuce out of Tip Top paper towels E. What actions or programs would you propose to improve quality of service at Tiptop? Give at least two and provide some descriptions. F. What obstacles do you perceive might exist to hinder changes at the store and quality improvement? G. What benefits do you think would result from quality improvement at Tiptop?