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La Tasca Restaurant Case Study

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Service Operations La Tasca Case Study 02 April 2006 Contents Page 1. Introduction 3 1.1 Introduction to the Service Organisation 3 1.2 Characteristics of the Service 4 2. Essential Skills Required 5-6 2.1 SERVQUAL Framework 6-7 2.2 Competencies 7-8 3. Challenges or Potential Problems for Operations Staff 9 3.1 The Service Quality 'GAP' Model 9-12 4. Reasons to Consider Measuring and Monitoring 13-14 5. Techniques Which May Be Used 15 5.1 Measuring Customer Response 15 5.2 Measuring Staff Response 16 5.3 Customer Interaction and Communication 16-17 5.4 Techniques to Improve Customer Service 17-18 6. Conclusion 18 6.1 Summary of the Key Service Issues 18-19 References 1. Introduction The aim of this report is to describe the characteristics of a specific service within the chosen organisation, it will critically assess the essential skills required to deliver effective service operations, this report will discuss the challenges or potential problems for operations staff and how they may be overcome. In addition, it will identify the reasons why this operation should consider measuring and monitoring the quality of its service, the report will discuss 4 specific techniques that this service provider could use to measure or monitor their service and suggest how these might be implemented and finally it will provide a summary of the key specific issues for the discussed organisation to take in hand to achieve a better operation and customer satisfaction. 1.1 Introduction to the Service Organisation For the purpose of this report the chosen service organisation is a restaurant called 'La Tasca'. The original La Tasca Spanish Tapas Bar & Restaurant opened in Manchester city centre in 1993 and is as popular as ever. Since then they have successfully opened their distinctive style of restaurants throughout the UK from Glasgow to Portsmouth and Bristol to Norwich. La Tasca is a careful blend of everything that is good about Spanish style, cuisine and hospitality that go together to create a unique authentic atmosphere. ...read more.


This gap is closed by management meeting with the customers and making sure that their visit is pleasurable. Another problem that may occur is insufficient upward communication from contact personnel to management. 'La Tasca' waiting staff have a supervisor/team leader of whom they report 9 to and it may be a problem for any concerns they may have to be passed on to management. The gap can easily be closed by improving the upward communication. Gap 2 is the discrepancy between manager's perception of customers expectations and the actual specifications the organisation establish for service delivery. Factors contributing to Gap 2 are; Management Commitment to Service quality, Goal Setting, Task Standardisation and Perception of Feasibility. A problem may occur for 'La Tasca' that management may have inadequate commitment to service quality. This gap can be closed by the staff committing to quality, to gain commitment of management they need to be motivated. Absence of goal setting is another problem which may occur. The gap can be closed by setting Service Quality goals which are: designed to meet customer expectations, specific and realistic, accepted by employees and measured and reviewed. Another potential problem is that the restaurant may have inadequate task standardisation. The gap can be closed by standardising the tasks. Lack of perception of feasibility is a problem which could contribute to the gap. Close the gap by creating possibilities. Gap 3 is the 'service-performance gap'. This is the difference between service specifications and the actual service delivery. Factors contributing to Gap 3 are; Team Work, Employee Job Fit, Perceived control, Supervisory Control System, Role Conflict and Role Ambiguity. A problem which 'La Tasca' may be faced with may be lack of team work. If the waiting staff are not getting on well together or if there is maybe some conflict, customers may be aware of this, therefore they are not providing good service 10 quality. ...read more.


Waiting staff should have constant contact with customers on a regular basis, ensuring that they are enjoying their meal or if they wish for more drinks. By doing this, customers are more likely to forgive isolated errors. Using reward programmes can 17 be very beneficial for an organisation as customers are just as happy to receive rewards as employees are. Recognising and rewarding customers, i.e. with a meal or drinks voucher, will almost guarantee a return visit. 6. Conclusion 6.1 Summary of the Key Service Issues As the service organisation is a restaurant there are many key service issues in which 'La Tasca' should address in order to achieve an efficient operation and customer satisfaction. Problems with the operational issues of the restaurant may comprise of the cleanliness and d�cor of the restaurant. There may be a high turnover of staff and a large amount of absenteeism. 'La Tasca' do not at present have provisions for disabled people; this is a service issue they should take into consideration. The restaurant does not have ordering convenience; they do not take advance orders or advance reservations. 'La Tasca' uses a first come, first serve basis. Consequently, on most Saturday's are over-crowded with customers waiting at the bar to be seated. The restaurant always has to be aware of conformance to legislation on food standards, quality standards and working directives. Also, be conscious of large intrusion from local health regulations and alcohol laws. 'La Tasca' has to ensure reliability of food and beverage quality, the quality of table service, speed of food service and provide provisions of special foods. The 18 restaurant should also take in to account service issues such as; cooking to order, nutritional information, variations in portions, extent of non available menu items and they should allow staff to provide customers with 'doggy' bags. All of the key service issues mentioned should be taken in to consideration by the restaurant. As they are providing the customer with a service, 'La Tasca' should strive to fulfil the customer's needs and their expectations. ...read more.

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