Quality In Action: Research Data Collection
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)
- You will want to observe for 30 minutes at least and track the following:
- 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.
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