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Product cover image for University of Western Ontario Book Store

University of Western Ontario Book Store

John S. Haywood-Farmer; Andrew Fletcher

Product #:9A95D013
Supplier:Ivey
Discipline:Operations Management
Setting:Canada, 1993
Details:Case (PDF) • 9 pages • 1995-06-12 (Rev: 2010-02-16)

Subjects:

Quality controlProduct managementBusiness managementOperations and supply chain management

Industries:

Goods, trade, and consumer services

Geography:

CanadaNorth America
Your Price:$10.54

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The director of the Book Store, was trying to decide what to do about a recent customer survey that had revealed student dissatisfaction with long line ups and the hours of operation. The vice-president administration had been actively encouraging all operating units to adopt total quality service (TQS). The director of the book store was considering several options, trying to decide how the principles of TQS applied to his situation.

Learning Objectives

The objectives of this case are to: introduce the concepts and principles of total quality service; show quantitative and qualitative trade-off analysis for a non-profit organization facing heavy financial constraints.
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Case Study: University of Western Ontario Book Store (English version) | Ivey Publishing