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Operation Management Case Study Group c6

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41 views7 pages

Operation Management Case Study Group c6

Uploaded by

v6923408
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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JOSÉ'S

CASE STUDY
Presentation by- C6
Operations Management
SUMMARY
Ivan works as a waiter at José's, a Mexican restaurant in a busy area. He
enjoys the high customer traffic for good tips but has noticed a decline in
tips recently. The restaurant has 58 seats and a Mexican theme, with no
reservations. Ivan greets and serves customers promptly, takes orders
efficiently, and ensures food quality. He values his relationship with the cook,
but lately, the cook is upset due to ingredient quality issues. Customer
surveys suggest some improvements are needed in service and food quality.
During busy times, it takes more than 20 minutes to serve meals.
How should process outcomes and quality be defined at
this restaurant?
Aspect Definition

Seating Promptness The percentage of patrons seated promptly upon arrival.

Waiter Satisfaction The percentage of patrons who found their waiter's service satisfactory.

Service Time The percentage of patrons served in a reasonable time.

Food Enjoyability The percentage of patrons who found their food enjoyable.

The percentage of patrons who believed their dining experience was worth
Dining Experience Value
the cost.

The overall quality of ingredients and preparation, considering complaints


Food Quality
about ingredient quality.

The average tip amount received by the waitstaff, a key indicator of overall
Tip Amount
customer satisfaction and tips.
What are the restaurant's costs of process failures?

Aspect Costs of Failure

- Potential loss of customers due to long wait times on busy nights (Friday and
Seating Promptness
Saturday).

Waiter Satisfaction - Reduced customer satisfaction leading to lower tips.

- Customer dissatisfaction and potential loss of repeat business due to slow


Service Time
service.

- Loss of repeat customers and negative word-of-mouth if food quality is


Food Enjoyability
consistently poor.

Dining Experience - Customers may perceive the dining experience as not worth the cost,
Value affecting return visits.

- Complaints and dissatisfaction with ingredient quality can lead to customer


Food Quality
dissatisfaction.
Use some of the tools for process analysis to assess the situation
Tools for Process
at Jose's?
Assessment at Jose's Restaurant
Analysis

Process Flow - The restaurant has a simple layout with no separate waiting area, leading
Analysis to potential congestion during peak times.

- Limited off-street parking can affect customer access and flow.

Capacity - The restaurant faces capacity challenges on Friday and Saturday nights,
Management resulting in long wait times.

- A lack of reservations system may contribute to this issue.

Quality Control - Complaints about ingredient quality are impacting food quality.

- Ensuring consistent quality ingredients from suppliers is crucial.

Customer Feedback - Customer surveys indicate issues with seating promptness, service time,
Analysis and food enjoyment.

- Addressing these concerns can improve overall customer satisfaction.


Relationship - The positive relationship between the waiter and the
Management cook is an asset for food quality control.

- Maintaining this relationship and addressing the cook's


concerns is essential.

- Costs of process failures include potential loss of


Cost Analysis
customers, reduced tips, and negative word-of-mouth.

- Improving processes can mitigate these costs and


enhance profitability.
SALFORD & CO.

THANK YOU

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