Tip Top Markets Case

Executive Analysis


Tip Top Markets is a retailer organization which offers a wide variety of products.
They have been having reports of customer’s complaints more than before and the manager, Karen Martin wants to know what are the big deals that are making customers feeling disturbed or unsatisfied.
According to the series of complaints delivered by the manager, we have analyzed the mainproblems occurring in the stores and offered a series of recommendations for each of these problems.
The problems that we have found are:
• Lack of Items with a 33.8 % of occurrence,
• Bad Organization with a 23.50% of occurrence,
• Poor Service with a 21.85% of occurrence,
• Bad Quality of Food with a 17.75% of occurrence,
• Bad Maintenance with a 3.27% of occurrence, and finally
•Accidents with a 2. 73% of occurrence
Now we’ll explain about them and show the best solutions that we have found for them and are urgent to enforce.







Analysis
Tip Top Markets is a company that has been having a lot of troubles lately with customer service. Customers are not happy with the performance of the organization and we have detected the following six problems thanks to KarenMartin manager of the stores who has collected complaints every Tuesday from almost two months.
FIRST PROBLEM: The largest and most common problem of Tip Top Markets as shown in the chart 1 (Checklist) and chart 2 (Pareto Diagram) is the “Lack of Items”. The stores are running out quickly of some items, and this causes the impediment of providing customers what they need. This problem has beenreported by customers 33.8% of times when they have complained, and is the largest frequency of events happening 62 times out of 183 times during these two months when a problem has been reported (See chart 4 for more details in the frequency of the problem). In order to solve this important and more occurred problem we need first to analyze the causes of the problem.
What can cause a several andcontinuous lack of products? The main two reasons are: (1) a bad inventory management and reports, so the organization does not know how much is selling per item weekly or monthly and they are not able to schedule future orders on time; (2) the second reason might be constant delays in payments to suppliers, this is causing disturbances in receiving the next orders of the products. See chart 3(cause-and-effect diagram) to see more details.
RECOMMENDATIONS: Why have thought about several recommendations to arrange this problem. First, is to make responsible the inventory manager to report a weekly level of consumption for each type of product. They need to have a good counting in order to know exactly when to ask for new orders before the product runs out, but also avoiding having wastes.The second recommendation is to check with the financial department if the company has been having problems to pay debts and accounts payable, which might be causing delays in deliveries from suppliers. The third recommendation, if in the case the problem is not caused by a bad inventory and financial management, but is being caused by a bad management of supplier’s company to deliver, therecommendation would be still ask in advance for the product order, if they know they are taking extra time, or just change of supplier.
SECOND PROBLEM: The second largest problem is about “Bad Organization”.
This problem has been reported 43 times during the two month report (See chart 5 for more details). The complaints show this issue in some different kind of occurrences for example the mostcommon were: customers could not be able to find some items in the store; the temperature of the store was changing extremely from hot to cold, and it was not possible to find a comfortable temperature; complaints about the environment of the store, sometimes it was not clean, it was not well decorated, it was messy, the music for ambiance was not good; and finally sometimes the prices were not well...