Case Analysis Quality Problems at Tech Bookstores

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Case Analysis: Quality Problems at Tech Bookstores MGMT 5333.900 Dr. Glaser Individual Team Carolina Esquivel September 13, 2013 Case Analysis: Quality Problems at Tech Bookstores I. Setting Tech Services is an entity that operates two bookstores for Tech, a university which is located in a small rural community. The bookstores sell school supplies textbooks, gifts, and school licensed apparel. Tech is a major university whose football team is highly ranked by going to a bowl for eight straight years. One of the bookstores is located on campus; has limited access to parking but there is still a lot of pedestrian traffic since it is close to downtown, college dorms, and sport stadiums. The off campus store has a big parking lot and is close to a bus line, however, it is far from downtown. They compete with other book stores, apparel stores, etc. The Board of Directors for Tech Services is made up of faculty, administrators, and students. II. Problem Tech services hire a lot of students from Tech University since it is part of their hiring policy. A great majority of the floor employees are part-time Tech students therefore the bookstores have a high rate of turnover among student workers which is expected. Unfortunately, there have been a number of incidents that have occurred at the off campus bookstore. Student employees being rude to customers, unmanned registers to name a few of the problems. The sales for both stores have been satisfactory despite these incidents, although this type of behavior is a concern to the board of the directors since this might bring negative attention to the stores. The board of directors is now facing a quality issue with one of their stores and must find a solution. A survey was conducted to compare the two stores in customer service. In addition,

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