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)

• 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.

Observation Form

Name of Observer:

Date of Observation:

Location of Observation:

Time From: To:

Customer

Length of Service

(In Minutes)

Customer Satisfaction

(Happy, Content, Upset)

Observation of Environment: (Cleanliness, sounds, smells, etc.)

Observation of Staff: (Teamwork, helpfulness, production)

Additional Observations