Case Study: Sw College

CASE STUDY

South Western College

The popularity of South Western College football program under its new coach, Bo Pitterno, surge in

each of the five years since his arrival at the Texas College. With a football stadium close to making

out a 54,000 seats and a vocal coach pushing for a new stadium, South Western College President Joel

Wisner faced some difficult decisions. After a phenomenal upset victory over its arch rival University

of Texas, at the homecoming game in 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 of the concession

stands were too long.” “Parking was hard to find and farther away than the old days.” (That is before

the team won regularly.) “Seats were uncomfortable.” “Traffic was backed up all the way to Dallas.”

And so on and so on. “A college president can’t just win,” uttered 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 those football complaints, Leslie”, he said. “See what the real problems

are and let me know how you would resolve them.” Gardner was not surprised at the request. “I have

already got a handle on it, Joel”, she replied. “We have been randomly surveying 50 fans per game for

the past year to see what is on their minds. It’s all part of my campus wide TQM effort. Let me tally

things up and I will get back to you in a week.”

When she returned to her office, Gardner pulled out the file her assistant had compiled (see table),

“There is a lot of information here.” she thought.

Overall Grade

A B C D E

Game Day A. Parking 90 105 45 5 5

Tickets A. Pricing 105 104 16 15 10

Concessions A. Prices 16 116 58 58 2

B. Traffic 50 85 48 52 15

C. Seating 45 30 115 35 25

D. Entertainment 160 35 26 10 19

E. Printed Program 66 34 98 22 30...