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.

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.