• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Operations Management

Extracts from this document...


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.

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. Customer service Tesco's customer expectations

    Total quality management and team working can result in high levels of motivation and involvement, leading to better quality standards, lower levels of waste and generally higher productivity. The basic principles of Total Quality Management Tesco have to put in mind are: 1.

  2. BMW Operations Management

    In any organisation there will be a relationship between their capacity management, quality management, and their resource productivity. There are a number of issues that arise when trying to manage the organisations supply and demand. Managers must keep to their productivity targets without adversely affecting the quality of the product

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

    The formation of this policy is based on some government legislation. 'Sex Discrimination Act' 'Race Relations Act' and 'Disability Act'. This all state that people who are employees and customers must be treated fairly and equally. If this Acts are breeched it could lead to Argos being sued.

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

    The fact that people now make twice as many telephone calls after 11pm than they did a decade ago, many of them to 24 hour service centres, has underpinned the notion of telephone shopping. On-line banks are open all the time, 365 days a year, with one-third of banking transactions now taking place out of hours.

  1. La Tasca Restaurant Case Study

    5 Organisations must be aware of their competition and any changes that they make in order to gain a competitive advantage, i.e. 'La Tasca' should be aware of any other European theme restaurant that serves their native cuisine. 2.1 SERVQUAL Framework Applying the SERVQUAL framework can determine a customer's view of service quality.

  2. Evaluate critically Quality Management theories as expounded by Deming and Juran.

    In order to introduce quality to an organisation Juran has put forward a trilogy; Quality planning, Quality control and Quality improvement. He states that not only the workers but the management too needs to go through training and should be aware of the basic management needs of the organisation.

  1. Nestle is a food manufacturer. It

    This product was first introduced in 1937 and it is still a very popular chocolate now in the year 2001. Another part of marketing is price. To get a price for a product varies because Nestle needs to make a high enough profit when it sells their product to retailers,

  2. Mgw 3352 - Service Operations Management

    This principle of simultaneity means a service organization cannot "store reserve" services to absorb fluctuations in demand (Fitzsimmons, 2004). Perishability is also related to an organizations inability to store services as once the opportunity to provide a service has passed, it cannot be recovered.

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