Southwestern University The Popularity Of Southwester 380381

Southwestern University Cthe Popularity Of Southwestern University

Southwestern University: (C) * The popularity of Southwestern University’s football program under its new coach Phil Flamm surged in each of the 5 years since his arrival at the Stephenville, Texas, college. (See Southwestern University: (A) in Chapter 3 and (B) in Chapter 4 .) With a football stadium close to maxing out at 54,000 seats and a vocal coach pushing for a new stadium, SWU president Joel Wisner faced some difficult decisions. After a phenomenal upset victory over its archrival, the University of Texas, at the homecoming game in the fall, Dr. Wisner was not as happy as one would think. Instead of ecstatic alumni, students, and faculty, all Wisner heard were complaints. “The lines at the concession stands were too longâ€; “Parking was harder to find and farther away than in the old days†(that is, before the team won regularly); “Seats weren’t comfortableâ€; “Traffic was backed up halfway to Dallasâ€; and on and on.

“A college president just can’t win,†muttered Wisner to himself. At his staff meeting the following Monday, Wisner turned to his VP of administration, Leslie Gardner. “I wish you would take care of these football complaints, Leslie,†he said. “See what the real problems are and let me know how you’ve resolved them.†Gardner wasn’t surprised at the request. “I’ve already got a handle on it, Joel,†she replied.

“We’ve been randomly surveying 50 fans per game for the past year to see what’s on their minds. It’s all part of my campuswide TQM effort. Let me tally things up and I’ll get back to you in a week.†When she returned to her office, Gardner pulled out the file her assistant had compiled (see Table 6.6 ). “There’s a lot of information here,†she thought. TABLE 6.6 Fan Satisfaction Survey Results (N=250)(N=250) Overall Grade A B C D F Game Day A.

Parking B. Traffic C. Seating D. Entertainment E. Printed Program Tickets A.

Pricing B. Season Ticket Plans Concessions A. Prices B. Selection of Foods C. Speed of Service Respondents Alumnus 113 Student 83 Faculty/Staff 16 None of the above 38 Open-Ended Comments on Survey Cards: Parking a mess Add a skybox Get better cheerleaders Double the parking attendants Everything is okay Too crowded Seats too narrow Great food Phil F. for President!

I smelled drugs being smoked Stadium is ancient Seats are like rocks Not enough cops for traffic Game starts too late Hire more traffic cops Need new band Great! More hot dog stands Seats are all metal Need skyboxes Seats stink Go SWU! Lines are awful Seats are uncomfortable I will pay more for better view Get a new stadium Student dress code needed I want cushioned seats Not enough police Students too rowdy Parking terrible Toilets weren’t clean Not enough handicap spots in lot Well done, SWU Put in bigger seats Friendly ushers Need better seats Expand parking lots Hate the bleacher seats Hot dogs cold $3 for a coffee? No way! Get some skyboxes Love the new uniforms Took an hour to park Coach is terrific More water fountains Better seats Seats not comfy Bigger parking lot I’m too old for bench seats Cold coffee served at game My company will buy a skybox—build it!

Programs overpriced Want softer seats Beat those Longhorns! I’ll pay for a skybox Seats too small Band was terrific Love Phil Flamm Everything is great Build new stadium Move games to Dallas No complaints Dirty bathroom *This integrated case study runs throughout the text. Other issues facing Southwestern’s football stadium include: (A) Managing the renovation project ( Chapter 3 ); (B) Forecasting game attendance ( Chapter 4 ); (D) Break-even analysis of food services ( Supplement 7 Web site); (E) Locating the new stadium ( Chapter 8 Web site); (F) Inventory planning of football programs ( Chapter 12 Web site); and (G) Scheduling of campus security officers/staff for game days ( Chapter 13 Web site).

Discussion Questions Using at least two different quality tools, analyze the data and present your conclusions. How could the survey have been more useful? What is the next step?

Paper For Above instruction

Introduction

The case of Southwestern University encapsulates the critical role of quality improvement and data analysis in managing university athletic programs. The fan satisfaction survey conducted by Leslie Gardner provides a rich dataset reflecting perceptions of the stadium experience, offering valuable insights into areas needing enhancement. To analyze this data thoroughly, employing quality tools such as Pareto analysis and fishbone diagrams will facilitate identification of the most significant issues and root causes. This analysis aims to derive actionable insights that can guide administrative decisions toward improving fan experience and infrastructure planning.

Application of Quality Tools

Pareto Analysis

Pareto analysis, based on the 80/20 principle, helps identify the vital few problems causing the majority of dissatisfaction. From the survey responses, common complaints include long parking lines, narrow and uncomfortable seats, dirty bathrooms, and traffic congestion. When categorized and tallied, it becomes evident that parking issues, seat discomfort, and cleanliness are recurring themes. For instance, numerous comments mention parking delays and limited handicap spaces, indicating that these factors significantly impact overall satisfaction.

Specifically, the parking-related comments, including "Parking a mess," "Double the parking attendants," "Parking terrible," and "Expand parking lots," accumulated a high frequency, making parking the most critical issue. Similarly, complaints about seats, such as "Seats too narrow," "Seats are all metal," "Seats stink," and "I want cushioned seats," highlight discomfort as a significant concern. Cleanliness issues, notably "Toilets weren’t clean," often co-occur with parking and seating grievances, indicating that sanitation also plays a vital role in fan satisfaction.

By focusing on these key issues identified via Pareto analysis, campus administrators can prioritize resource allocation toward alleviating parking congestion, improving seating comfort, and maintaining cleanliness to maximize the impact of their improvements.

Fishbone Diagram (Ishikawa)

The fishbone diagram assists in identifying root causes of the main problems highlighted in the survey. For parking issues, underlying causes include insufficient parking lot capacity, inadequate staffing of parking attendants, inefficient traffic management, and the absence of shuttle services. Addressing these causes could involve expanding parking facilities, hiring additional staff, or implementing better traffic flow systems.

Seating and comfort concerns stem from outdated infrastructure and temporary seating arrangements ("Seats are like rocks," "Seats too small," "Seats all metal"). Root causes may include aging stadium facilities, budget constraints preventing renovations, and lack of cushioned or modern seating options. Solutions involve renovating or replacing existing seats and exploring Skybox additions as both revenue-generating and comfort-enhancing options.

Sanitation issues, such as dirty toilets, can be traced to inadequate cleaning schedules, insufficient facilities, or staffing limitations. Implementing more frequent cleaning, adding more handicap-accessible and general facilities, and investing in maintenance can improve sanitation standards.

Discussion on Survey Utility and Next Steps

The survey, while comprehensive in gathering qualitative complaints and quantitative ratings, could have been more effective with structured rating scales for each specific aspect rather than open-ended comments alone. Incorporating Likert-scale questions for key issues such as parking, seating, cleanliness, and traffic management would yield more quantifiable data facilitating trend analysis over time. Also, stratifying data by fan segment (alumni, students, faculty/staff) could provide nuanced insights into different stakeholder needs.

The next step involves implementing targeted interventions based on the analysis. Priorities include expanding parking facilities, modernizing stadium seating, and enhancing sanitation. Additionally, regular follow-up surveys should be conducted post-implementation to measure effectiveness and guide continuous improvement. Establishing a feedback loop ensures that improvements align with fan expectations, thus promoting sustained satisfaction and support for athletic programs.

Furthermore, integrating other quality tools like root cause analysis sessions with staff and operational benchmarking against peer institutions can help refine strategies. These efforts, combined with ongoing data collection and analysis, embody a continuous quality improvement cycle vital for long-term success.

Conclusion

Utilizing Pareto analysis and fishbone diagrams provides a systematic approach to addressing the primary sources of dissatisfaction in Southwestern University’s football stadium experience. While the survey offered valuable qualitative insights, enhancing data collection with structured scales and stakeholder-specific queries can improve future utility. The next steps focus on targeted infrastructure investments, process improvements, and continuous feedback, aiming to elevate fan experience, boost attendance, and support the university’s athletic ambitions.

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