President Joel Wisner November 17, 2017 Page 4

President Joel Wisner November 17, 2017 Page 4 To: President Joel Wisner From

Respond to the president by using three tools - Pareto for numerical SWU data and for open-ended survey data, check sheet for open-ended data on Survey Cards, and a Cause-and-Effect Diagram analysis.

Survey Data The distribution of complaint categories (Figure 1) does not strictly follow a normal Pareto distribution. 80% of responses account for over half of categories (Entertainment – Traffic). A natural break occurs after Speed. The categories Entertainment and Speed of Service account for about 40% of the total, so the focus should be on these with recommendations addressing both.

First, include student input into Entertainment selections immediately. The survey data suggests students are more concerned with Entertainment, which should be tested further in future surveys. Second, contact Aramark to express concerns about speed of service and seek suggestions for improvement.

The survey collected demographic data, but response linkage was not recorded. Efforts should be made in future to connect respondent demographics with responses, enabling more detailed analysis by respondent group. This will help tailor recommendations more effectively.

The survey responses came from various groups, including alumni, students, faculty/staff, and non-respondents. Open-ended comments covered seating, parking, food, toilets, and traffic, among other issues. Each discussed issue warrants at least a studied or minimal action recommendation, with special attention to areas contributing to the 80% cumulative concern point.

Analysis Tools and Implementation

Using Pareto analysis, the numerical data related to complaints and ratings will be charted, focusing especially on categories C-F (D and F) grades. Analyzing the open-ended comments through a Pareto chart will help identify the most common issues, such as parking and seating, and assess their relative impact.

The cause-and-effect diagram will explore underlying causes contributing to problems like parking shortages, seating discomfort, or traffic flow issues. This tool will help identify root causes that require targeted interventions, such as environmental factors, process inefficiencies, or facilities management lapses.

Specific Recommendations

• Immediately incorporate student input into entertainment decision-making processes to enhance attendee satisfaction.
• Engage with Aramark to improve the speed of food and beverage service, implementing suggested operational improvements.
• Establish systematic processes for linking demographic and response data to enable detailed analysis of complaint trends among different respondent groups.
• Utilize Pareto analysis regularly to monitor complaint categories, prioritizing issues with the highest frequency and impact, such as parking and seating.
• Develop detailed cause-and-effect diagrams for the most pressing problems to guide targeted solutions and resource allocation.
• Enhance survey design to include more quantitative measures and environmental observations, increasing the richness of data for future analyses.
• Implement a continuous feedback loop, such as follow-up surveys, to assess the effectiveness of corrective actions over time.
• Explore additional modification strategies, such as expanding parking capacity or upgrading seating facilities, based on cost-benefit analyses and stakeholder input.
• Establish a dedicated task force or committee to oversee survey implementation, data analysis, and follow-through on recommendations to institutionalize these improvements.

These prioritized recommendations aim to address the most significant issues identified through the data analysis, balancing immediate actions with longer-term strategic improvements to enhance game day experiences at SWU.

References

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