Quality in Action: Research Data Collection

For this first week of your course project, you are the quality manager for a company and have been asked to visit a local store, make observations, and report your findings. This store should be one that you can find additional information on from secondary research as well as a company website. Download the observation form, and use for this stage of the assignment.

Important

You may need to make adjustments to the observation form for data observed. You will need to plan out what you are observing as well as allow for independent observation. The information will be a mix of qualitative and quantitative data.

Visit a local establishment of a store, restaurant, or coffee shop, etc. Document the observations that you see in the following areas:

  • Customer interactions with service/sales staff (time, friendliness, etc.)
    • You will want to observe for 30 minutes at least and track the following:
      • Time of service for each customer.
      • How many customers in 30 minutes.
      • You will want to take note of customer satisfaction. (label them, according to researcher opinion, into three categories (Happy, Content, Angry)
  • Environment of establishment (cleanliness, sounds, smells, etc.).
  • Employee interactions (teamwork, helpfulness, production).
  • Anything else that you might observe.

In your report:

  • Summarize your observations in a final 1-2 page report and answer the following questions:
    • How does this quality approach you observed impact competitive advantages?
    • What recommendations would you make for improvement based on findings?
  • Attach the Observation form.

 

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