Q1: Using at least two different quality tools, analyze the data and present

your conclusion?
Solution: 1st Analysis -
Weighted values and the cumulative weighted values of the issues are calculated after
converting the grades to quantifiable numerical values.
Dissatisfaction Values are assigned to each of the grade. A – 1, B – 2, C – 3, D – 4 and E – 5
Table-1

Overall Grade
Dissatisfaction Score
1 2 3 4 5

Weighted
Issues A B C D E Total
values
A. Parking 90 105 45 5 5 250 480
B. Traffic 50 85 48 52 15 250 647
Game Day C. Seating 45 30 115 35 25 250 715
D. Entertainment 160 35 26 10 19 250 443
E. Printed Program 66 34 98 22 30 250 666
A. Pricing 105 104 16 15 10 250 471
Tickets B. Season ticket
75 80 54 41 0 250 561
plans
A. Prices 16 116 58 58 2 250 664
B. Selection of
Concessions 155 60 24 11 0 250 391
Foods
C. Speed of Service 35 45 46 48 76 250 835
Total 797 694 530 297 182 2500 5873

Weighted values are arranged in descending order and corresponding cumulative values and
percentage are calculated.
Table-2
Weighted Cumulative Cumulative
Issues
values Values %
C. Speed of Service 835 835 14%
C. Seating 715 1550 26%
E. Printed Program 666 2216 38%
A. Prices 664 2880 49%
B. Traffic 647 3527 60%
B. Season ticket plans 561 4088 70%
A. Parking 480 4568 78%
A. Pricing 471 5039 86%
D. Entertainment 443 5482 93%
B. Selection of Foods 391 5873 100%
Total 5873

1
Pareto Chart

900 835 120%

800 715
666 664 647 100%
700
600 561 80%
480 471
500 443
391 60%
400
300 40% Weighted values
200 Cumulative %
20%
100
0 0%

Chart-1

7000
6000
5000
4000
3000
2000 Weighted values

1000 Cumulative Values

Chart-2

2
2nd Analysis

Using Bar Graph

180
160
140
120
100
80 A
60 B
40
20 C
0
D
E

Speed of services has got the maximum number of E grade which signifies that fans are not
satisfied with Speed of services.

1) Grades for Game Day Parameters

Fans are highly satisfied with the Entertainment and are moderately satisfied about the Parking
and traffic on the game day. But most of them are not satisfied with seating and printing
program.

3
 2) Grades for Tickets Parameters

Tickets
120
Number of Respondents

100
80 A
60 B
40 C
20 D
0 E
Pricing Seasonal Ticket Plans
Tickets

Fans seem moderately satisfied with the Pricing of the tickets but are quite dissatisfied with
season ticket plan.

3) Grades for Concessions Parameters

Concessions
180
Number of Respondents

160
140
120 A
100
B
80
60 C
40 D
20
E
0
Prices Selection of Food Speed Of Service
Concessions

Fans are moderately satisfied with the price concessions and are satisfied with the Concession on
selection of food. But, Majority of the fans was highly dissatisfied with the speed of services.

4
Open-Ended Comments on Survey Cards
Frequency of negative comments is represented in tabular format.
Issues Frequency
Seats 14
Parking 5
Food 4
Stadium 3
Traffic 2

Q2: How could the survey have been more useful?

The Survey could have been more useful if:
1) The number of respondents was more. (per game)
2) Other internal and external parameters on the game day were taken into consideration
Example: Teams playing the match, Time of the day, Age of the respondents, Background of the
respondents, availability of the resources, Gender of the respondent, etc
3) Apart from grading, other questions can be included to get more accurate feedback.
Example: Would you come again for the next match?
Would you like to bring your friends or family members to the game?
What is the overall rating of the arrangement?