• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
  1. 1
  2. 2
  3. 3
  4. 4
  5. 5
  6. 6
  7. 7
  8. 8
  9. 9
  10. 10
  11. 11
  12. 12
  13. 13
  14. 14
  15. 15
  16. 16
  17. 17
  18. 18
  19. 19
  20. 20

La Tasca Restaurant Case Study

Extracts from this document...


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.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Classify the business according to its ownership - McDonalds

    Processing involves treatment such as washing, cutting, salting, weighting, heating, grilling and frying etc. The raw materials such as meat, chicken, fish and vegetables etc are passed through a series of processes until the desire form product is produced for example chicken fillet is processed into chicken burgers, grilled and then assorted with salad cream.

  2. 'Pizza Hut' case study.

    And, how many people do you eat with when eating at a 'Pizza Hut' restaurant? Marketing also take care of the promotion of products through television, restaurants and the media. By promoting 'Pizza Hut' in restaurants, the business can see the new product will be a success or a failure.

  1. An Innocent Abroad -A Case Study in Cross-Cultural Management

    in Japan because of the language barriers and the fact that things simply are done differently. The solutions to the Baileys' problems Right now the Baileys' situation is not looking too good; Jennifer is unhappy, Fred feels like he cannot do his job. They may just be experiencing culture shock.

  2. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    Tills: this is used to keep the customer service department money and used to record transactions and refunds. These tills only help monitor the amount of money received and given out by the customer service department. Internet: this is mainly used by Argos customer service department to send out information such as offers and news to their customers.

  1. Produce a case study comparing two business organisations, investigating the extent to which each ...

    In describing their performance over the year it is also important to recognise the efforts of the many able managers they have added to their teams, from outside the Group as well as from within.

  2. Staff Training and motivation - McDonalds case study

    � Recruiting, staffing, scheduling and retaining employees. � Managing the development and training of crew and shift management employees. � Building sales and controlling costs to deliver optimum business results for all areas of accountability. � Maintaining critical standards for product quality, service speed and quality, cleanliness and sanitation. � Controlling assigned profit and loss line items.

  1. Customer service at Manchester Airport.

    as an international airport and they would have achieved what they have said in their mission statement. One of the ways that they could improve this is by expanding their airlines and tries to encourage more international airlines to go to Manchester airport which would mean that they are conquering more of the different countries.

  2. Ikea case study

    From the time when its first store opened at Almhult, Sweden, in 1958, IKEA has enlarged considerably with hundreds of stores in different countries in Europe, North America and the Asia- Pacific (Effective organizational learning, 1997).

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work