Question

Table 6.6 Fan Satisfaction Survey Results (250 Respondents)
(Numbers in table are the number of respondents giving a particular grade.)
Questionnaire Item		OVERALL GRADE
		A	B	C	D	F	Total
Game Day	Parking	90	105	45	5	5	250
	Traffic	50	85	48	52	15	250
	Seating	45	30	115	35	25	250
	Entertainment	160	35	26	10	19	250
	Printed Program	66	34	98	22	30	250
Tickets	Pricing	105	104	16	15	10	250
	Season Ticket Plans	75	80	54	41	0	250
Concessions	Prices	16	116	58	58	2	250
	Selection of Foods	155	60	24	11	0	250
	Speed of Service	35	45	46	48	76	250
Respondent Type
Alumnus	113
Student	83
FacultyStaff	16
None of the above	38
TOTAL	250

The popularity of Bluebell College’s football program under its new coach Nick Petersen has

surged in each of the 5 years since his arrival at the college. With a football stadium close to

maxing out at 54,000 seats and a vocal coach pushing for a new stadium, president Bill Webster

faces some difficult decisions. After a phenomenal upset victory over its archrival, Bluebonnet

College, at the homecoming game in the fall, Dr. Webster was not as happy as one would think.

Instead of ecstatic alumni, students, and faculty, all Webster heard were complaints. “The lines

at the concession stands were too long”; “Parking was harder to find and farther away than in

the old days” (that is, before the team won regularly); “Seats weren’t comfortable”; “Traffic

was backed up halfway to Houston”; and on and on. “A college president just can’t win,”

muttered Webster to himself.

At his staff meeting the following Monday, Webster turned to his VP of administration, Grace

Marquez. “I wish you would take care of these football complaints, Grace,” he said. “See what

the real problems are and let me know how you’ve resolved them.” Marquez wasn’t surprised

at the request. “I’ve already got a handle on it, Bill,” she replied. “We’ve been randomly

surveying 50 fans per game for the past year to see what’s on their minds. It’s all part of my

campus-wide TQM effort. Let me tally things up and get back to you in a week.”

When she returned to her office, Marquez pulled out the file her assistant had compiled (See Excel file BlueBell Survey Data.xlsx. “There’s a lot of information here,” she thought.

What you have to do:

The BlueBell Survey Data file consists of two kinds of information. First, tallies of grades given

by respondents to various aspects of game-related issues. Second, comments provided by the

people who responded to the surveys.

A. Analyze the ratings given to various game-related issues. According to these ratings,

what issues are respondents happy with? What are they unhappy with? Summarize

this data using some simple charts. Charts should clearly indicate which problems are

the most severe. For examples of these charts, see the Tools of TQM in the chapter on

Managing Quality.

B. Analyze the open-ended comments provided by the respondents. Categorize these

comments. Show the results of this analysis in an appropriate chart. What are the

issues that respondents are unhappy with? Which ones are the most important?

Open-Ended Comments on Survey Cards:
Parking a mess	More hot dog stands	Put in bigger seats	My company will buy a skybox—build it!
Add a skybox	Seats are all metal	Friendly ushers	Programs overpriced
Get better cheerleaders	Need skyboxes	Need better seats	Want softer seats
Double the parking attendants	Seats stink	Expand parking lots	Beat those Bonnets!
Everything is okay	Go Bells!	Hate the bleacher seats	I’ll pay for a skybox
Too crowded	Lines are awful	Hot dogs cold	Seats too small
Seats too narrow	Seats are uncomfortable	$3 for a coffee? No way!	Band was terrific
Great food	I will pay more for better view	Get some skyboxes	Love Nick Peterson
Nick Peterson for President!	Get a new stadium	Love the new uniforms	Everything is great
I smelled drugs being smoked	Student dress code needed	Took an hour to park	Build new stadium
Stadium is ancient	I want cushioned seats	Coach is terrific	Move games to Austin
Seats are like rocks	Not enough police	More water fountains	No complaints
Not enough cops for traffic	Students too rowdy	Better seats	Dirty bathroom
Game starts too late	Parking terrible	Seats not comfy
Hire more traffic cops	Toilets weren’t clean	Bigger parking lot
Need new band	Not enough handicap spots in lot	I’m too old for bench seats
Great!	Well done, Bells	Cold coffee served at game

Answer 1

A. The seating, Traffic plan and Pricing have been rated poorly by the respondents. Out of these, seating seems to be the most striking aspect which has got the rating C from nealry half the respondents. Other areas of concerns are traffic and printed programs which got the mixed response. Speed of service is another aspect which got lower rating from most respondents. Regular Pricing was rated as okay ( mostly A and B) but season plans and concessional tickets were rated as not so satisfactory.

Among better things, the entertainment and selection of food scored good ratings ( mostly A or B), while parking was fairly rated.

B. Seating seems to be the most critical aspet here. Others issues were unclean bathrooms, parking troubles, traffic irregularities, too much crowd and pricing of food. Among good things were the food, quality of entertainment, good leadership.

Charts