How could the customer comment cards be more useful

Question

Assignment:

Maintaining High Quality at Barbie Q and Barbie Q II

As Howard and Brianna prepare for their second restaurant, they decide to take a look at the customer comment cards they have received recently at the current Barbie Q and make sure to address any persistent quality issues at both the new and the existing restaurant. They collected the 300 most recent comment cards for analysis.

Customer Comment Card Ratings

(Sample size = 300)

	Excellent	Good	Fair	Poor
Seating	80	164	28	28
Employee Friendliness	101	155	24	20
Promptness of service	90	170	14	26
Menu variety	95	143	45	17
Food quality	136	98	45	21
Atmosphere	99	118	65	18
Value for price paid	73	125	56	46

Open-ended comments on cards:

COMMENT	COMMENT
Meat is moist and tender	Long wait for service
Server was rude	Server was great!
Slow to get drink refills	Green beans too salty
Ribs were charred	Killer ribs, brisket and sides
Ribs overcooked	Not a fan of sauce choices
Ribs all different sizes	The pulled pork is great
Barbecue sauce is bland	I need a bigger chair
Barbecue sauce is too spicy	Some fat on beef brisket
Potatoes watery	Fast service
Best barbecue ever!	Great bread!
Potatoes are dry	They have really good sides
Server messed up our order	Good BBQ!
It was all tasty	I waited too long for food
Menu text size is too small	More coupons!
Very good food!	The menu is confusing
Floor was dirty	Good music playing
Very loud -especially the music!	Food was cold
Restrooms need cleaning	Entrance was crowded when we arrived
Good pork but beef is dry	Great take-out food, too!
Menu is confusing	Food seems greasy
Would come back!	Cheerful wait staff
Great service, food so-so	The buns are very fresh
Great!	Great ambiance - music especially!
Tasty sauces	Server didn't know the menu
Lighting is too bright	Would love daily specials
Nice that there is no wait for a table	Lots of options
Carry-out order pick-up area too small	BBQ on the meat was good.
Great fries	The Ribs are fantastic
Would like better kid's menu	The fixed chairs are too far from the tables
Difficult to hear the server talk	Some food was hot and some cold
Corn overcooked	Basic and fat fast food
Employee on cell phone	Limited healthy meu choices
Workers had pizza delivered	Nice flavor for the bbq beans
Food not hot	Nice selection of sauces
Need more menu items	Employees were friendly
Long wait for service	Food was cold
Server was great!	Entrance was crowded when we arrived
Green beans too salty	Great take-out food, too!
Killer ribs, brisket and sides	Food seems greasy
Not a fan of sauce choices	Cheerful wait staff
The pulled pork is great	The buns are very fresh
I need a bigger chair	Great ambiance - music especially!
Some fat on beef brisket	Server didn't know the menu
Fast service	Would love daily specials
Great bread!	Lots of options
They have really good sides	BBQ on the meat was good.
Good BBQ!	The Ribs are fantastic
I waited too long for food	The fixed chairs are too far from the tables
More coupons!	Some food was hot and some cold
The menu is confusing	Basic and fat fast food
Good music playing	Not a huge selection
Employees were friendly	Beans are tasty
Nice selection of sauces	The prices are too high
Tables are pretty beat up	There are so many sauces and they seem the same!
Just average barbecue to me	No one waited on me for a long time
Area needs more restaurants	I love the food here!
Potholes in parking lot	The chairs are uncomfortable

Address the following quality management topics in your paper:

Using at least two different quality tools, analyze the comment card data and present your conclusions.

How could the customer comment cards be more useful (be specific)?

Based on your analysis, what are the areas that the Jacksons should focus on in the current Barbie Q?

What TQM principles should the Jacksons employ to ensure high quality standards and customer satisfaction at Barbie Q I and the planned Barbie Q II?