Analyzing Customer Complaints: Out-of-Stock vs. Freshness of Fish

As we can see on the table above, the number of out-of-stock grievances is the highest with 61 problems, while the least expensive grievances with 5 is the fish not being fresh. The classification Others consists of all other complaints that minor complaints like ATM ate card, lost wallet, dislike shop decoration, etc

Using the cause-and-effect diagram we will identify the primary reasons for the out-of-stock issue because it is the classification which has most variety of grievances.

Based on the cause-and-effect diagram, we could see that there are 3 primary reasons for the frequent stock-outs:

Suppliers refuse to provide to the markets because there are debts which have not yet been paid by Idea Top Markets.

The reason for this is because the company has actually got not adequate funds in order to pay. Suppliers are also running out-of-stock and they do not have enough items to provide because there are inadequate raw materials and importing raw products involves fantastic costs. Finally, suppliers can't provide due to some fortuitous event which is the tropical storm that ruined the crops and cause landslides in some roadways that made them not passable.

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Recommendations:

First of all, in order for the company to reduce the number of complaints by the customers, they should first address and give solutions to the problems which has the most number of complaints which is the out-of-stock category. After resolving the problem, they should go on and focus on the next categories which the high number of complaints, and so on until all of the major problems are addressed.

In order to resolve the problem of stock-outs, the company should make it an effort to pay its unpaid debts to the suppliers in order for the deliveries to resume.

Moreover, the company should also look for other suppliers who are not usually affected by typhoons and other fortuitous events, and that has enough raw materials and are known for honoring their delivery commitments. Lastly, Tip Top Markets should also go on an extra mile in order to make sure that they give high quality service to their customers, such as hire quality assurance personnel who would be responsible for the total quality management of the market, as well as monitor and handle customer complaints effectively and efficiently.