BM2307

PERFORMANCE TASK
SOUTHWESTERN UNIVERSITY
The popularity of Southwestern University’s basketball program under its new coach Zeus Santos surged
in each of the five (5) years since his arrival at the Cebu college. With an arena close to maxing out at
54,000 seats and a vocal coach pushing for a new arena, SWU president Dr. Justin Chua faced some
difficult decisions. Dr. Chua was not as happy as one would think after a phenomenal upset victory over
its archrival, the University of Bohol, at the homecoming game. Instead of ecstatic alums, students, and
faculty, all Chua 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
were not comfortable”; “Traffic was backed up halfway to R. Landon St.”; and on and on. “A college
president just cannot win,” muttered Chua.

At his staff meeting the following Monday, Chua turned to his VP of Administration, Lea Jimenez. “I wish
you would take care of these football complaints, Lea,” he said. “See the real problems and tell me how
you have resolved them.” Lea was not surprised at the request. “I have already got a handle on it,
Justin,” she replied. “We have been randomly surveying 50 fans per game for the past year to see what
is on their minds. It is all part of my campus-wide TQM effort. Let me tally things up, and I will get back
to you in a week.” When she returned to her office, Lea pulled out the file her assistant had compiled
(see Table 1). “There is much information here,” she thought.
.

Fan Satisfaction Survey Results (N=250)

Overall Survey Grade
A B C D E
Game Day Parking 90 105 45 5 5
Traffic 50 85 48 52 15
Seating 45 30 115 35 25
Entertainment 160 35 26 10 19
Printed Program 66 34 98 22 30
Tickets Pricing 105 104 16 15 10
Season Ticket Plans 75 80 54 41 0
Concessions Prices 16 116 58 58 2
Selection of Foods 155 60 24 11 0
Speed of Service 35 45 46 48 76
Respondents
Alumnus 113
Student 83
Faculty 16
None of the above 38
Open-ended Comments on Survey Cards
Parking a mess More hot dog stands Put in bigger seats My company will buy
air conditioning units
Add air conditioning units Seats are all metal Friendly ushers – install it!
Get better cheerleaders Need more air conditioning units Need better seats Programs overpriced
Double the parking attendants Seats stink Expand parking lots Want softer seats

03 Performance Task 1 *Property of STI

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 BM2307

Beat them,
Everything is okay Go SWU! Hate the bleacher seats
Longhorns!
I’ll pay for a cold
Too crowded Lines are awful Hot dogs’ cold
room
Seats too narrow Seats are uncomfortable ₱150 for a coffee? No way! Seats too small
Great food I will pay more for a better view Get some air conditioning units Band was terrific
Zeus Santos for President! Get a new arena Love the new uniforms Love Zeus Santos
I smelled drugs being smoked Student dress code needed Took an hour to park Everything is great
Arena is ancient I want cushioned seats Coach is terrific Build new stadium
Move games to
Seats are like rocks Not enough police More water fountains
Mactan
Not enough cops for traffic Students too rowdy Better seats No complaints
Game starts too late Parking terrible Seats not comfy Dirty bathroom
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, SWU Cold coffee served at game
Table 1. Fan Satisfaction Survey Results

Questions (3 items x 15 points each):

1. Using at least two (2) different quality tools, analyze the data and present your conclusions.
(Considered as two (2) items)
2. How could the survey have been more useful?
3. After presenting two (2) tools, what should Southwestern University do with the data?

Rubric for grading:

CRITERIA EXCELLENT (5) GOOD (3) FAIR (1) TOTAL

IDEAS x 1 The answer is clear The answer is Some of the 5

and focused. Writing mainly focused and answers are
information based on has some good focused.
fact. details and
information.
ORGANIZATION x 1 Specific examples are The answers are Concepts and 5
appropriate and primarily organized ideas are loosely
developed. It in a logical order. connected.
enhances and
showcases the
central ideas.

Solution x 1 The solution was The last two (2) Half of the 5
complete with the major steps of the solution is correct
correct answer solution are
incorrect
REFERENCE
Heizer, J., Render, B., & Munson, C. (2020). Operations Management: Sustainability and Supply Chain
Management (13th ed.). Pearson Education Inc.

03 Performance Task 1 *Property of STI

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