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Operations Management

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Assignment 1 - Semester 1 Wafi Al-Karagouli Sabina Ismail W Paula Wagner W0217021 Word count 1. How should quality be defined at this restaurant? Outline which quality tools you would use to assess the situation at The Raja's restaurant. Quality of service is the most important aspect to a customer. The concept of quality can be defined in various ways. By definition "Quality is consistent conformance to customers' expectations" (Slack, Chambers and Johnston, 2004). Each customer has expectations of different quality standards and quality service. In The Raja Tandoori restaurant quality has been declining recently. An example of this is patrons have to wait as long as 45 minutes to be seated, in addition to this it can up to 40 minutes more to get a good meal served to the table. The dimensions of service quality are reliability, responsiveness, assurance, empathy and tangible factors (James A. Fitzsimmons et al, 2004). The customer survey results indicate that 87% of customers believe the quality of food at the restaurant is excellent. Also, the dining experience is very good; being represented by 81% of customers. However, 78% of customers have expressed that they found the waiter to be only at satisfactory standards, this is likely to be due by the lack of staff experience. 70% of customer responses showed that they were served within a reasonable time. ...read more.


It needs to be established that each individual operation contributes to the overall success of the restaurant. Requirements of customers and the restaurant itself need to be defined for example the quality and speed of service and what customer expectations are. Mystery shoppers can be used at peak times to find out exactly how service needs to be improved. Each individual contributes to quality; therefore each person has the ability to improve quality. Members of staff need to be given empowerment to make suggestions. All staff should be involved in the improvement of performance in the restaurant; this can lead to a better team. The benefits of empowerment are: * Better customer service * Satisfied customers * Employees feel more secure about the job * Promotes 'word-of-mouth' advertising and customer loyalty The costs of quality are prevention, appraisal, internal and external failure costs (see appendix 3). It is essential to train and develop employee skills to suit the requirements of the restaurant. Identify problems and correct them before they have occurred. Negotiate with suppliers to improve the quality of ingredients. The ultimate goal is to increase quality of service in the restaurant, once this is achieved costs will fall. A quality strategy needs to be implemented into the Raja restaurant to provide long-term goals which are relevant to the restaurants aim. ...read more.


Cost reduction is another important issue, if your ingredients are expensive your food will be expensive and it will attract fewer people, working with a single supplier that can provide good quality ingredients, fresh and reliable goods will automatically reduce cooking time, speeding up the process, also bulk buying is cheaper and a deal can be negotiated for ingredients that are bought more often. Big suppliers can also deliver, that should save even more time so management can focus on planning and improving other things, such as appraising staff and overlooking problems. Proper training should be provided to all members of staff; everyone should comply with the Health Safety Regulations for food and always maintain standards, the working environment should always be clean and well maintain, this will not only make working easier but will also show an improvement on the visual aspect. All staff should be properly dressed for their functions and always make sure they are running their tasks smoothly. Managers should concentrate in individual performances as well as team performances, having a good and healthy work environment will motivate employees and customers will notice it. After introducing this big transformation, if performance is still low promotional schemes can be created to bring customers back, a loyalty card with a discount percentage is likely to attract many people and give them the impression they are getting another advantage here that they can't have elsewhere. ?? ?? ?? ?? OPERATIONS MANAGEMENT 4BIM502 - THE RAJA RESTAURANT BY SABINA ISMAIL AND PAULA WAGNER 2 ...read more.

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