Introduction: Restaurants are in the business of serving food to their customers. In other words, they are providing a product (food) and a service (waiting on the customer). The quality of the food and service is defined as meeting or exceeding the expectations of the customer as if promised by the restaurant. The food should be properly prepared and the service should be prompt and courteous. The benefit of quality food and service is that customers will come back and will recommend the restaurant to friends.
Questions you may have include:
- What is quality food?
- What is quality service?
- What are the benefits of quality?
This lesson will answer those questions. There is a mini-quiz near the end of the lesson.
June 25, 2011
[“JOSE’S AUTHENTIC MEXICAN RESTAURANT” – CASESTUDY ]
AREAS FOR CONSIDERATION:
i. Quality at Jose’s restaurant should be defined by service, value, reliability of the experience and overall customers’ satisfaction. The quality of a product is defined as whether it fulfills its stated specifications. Customer satisfaction should be at the top priority for the restaurant. Customer satisfaction is the measurement of a product or service that meets or exceeds customer’s expectations. Therefore, the restaurant should focus on its customers’ needs and requirements, and strive to exceed their expectations. The factors that affect the quality of the service are conformance to specification, value, fitness for use, support and even psychological standard impression. Food should be delivered and served as to be what is promised on the menu. Also, the food should be cooked and prepared properly, to be fresh, clean, and to have exactly the ingredients and flavors that are ordered. Service staff should be neatly dressed and greet customers with a smile; personnel should be experienced and trained to accommodate the customer. Atmosphere is another important area of quality. At Jose’s, keeping with the Mexican themed decor creates the atmosphere for the Mexican prepared dishes. The overall establishment should maintain a level of cleanliness. Waiting areas for customers should be clean and comfortable during the peak times when a waiting to be seated is necessary. The service and meals should be dependable and consistent.
June 25, 2011
[“JOSE’S AUTHENTIC MEXICAN RESTAURANT” – CASES TUDY ]
After much researching, analyzing and receiving information from sources the author therefore concludes that alternative 4 which is to let the managers handle the service system, the wait-staff do their job, have the cook do his work and on peak days acquire an extra part-time cook to help with the food preparations and obtain an alternative supplier that delivers what is necessary and build a relationship with them, the best alternative to consider concerning the service issues of Jose’s Authentic Mexican Restaurant because of its attainable nature, cost-efficiency, practicality and wisdom. It is attainable because this not a complete overhaul of the system, it is simply placing a more efficient system with maintenance and control intact. All that is needed is to hire more help and to acquire a trust-worthy and reliable supplier. This process is easy enough to accomplish in a short period of time .It is practical since we use solutions that have been proven by time, like a management system and placing the right people in the right jobs. We also hire extra help on peak days only to reduce stress from the main cook who is responsible for the taste and the main attraction of the restaurant. We know this is practical simply by looking at what other successful businesses have been doing when the time comes that they need extra help. Therefore, the restaurant should focus on its customers’ needs and requirements, and strive to exceed their expectations.