Customers and customer satisfaction is intended to prevent

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Reference no: EM132266768

1. To assess Barcelona restaurant’s daily and weekly operating success, Chief Operating Officer Scott Lawton uses video monitoring, secret shopper reports, customer e-mails, and on-site observation. Such ongoing assessment is part of:

Setting standards

Comparison to standards

Taking corrective action

Budgeting

2. Which of the following tells Barcelona owner Andy Pforzheimer if his restaurants are operating at a profit or loss?

Marketing research

Performance appraisals

Six Sigma

Income statements

3. During Barcelona Restaurant’s weekly “war room” meetings, managers and chefs evaluate multiple performance measures, from financial numbers and customer feedback to competition between restaurants. This illustrates the following approach to controlling:

External financial audit

The balanced scorecard

Six Sigma

None of these

4. During the weekly meeting, managers analyze Barcelona’s financial performance by:

Reviewing secret shopper comment cards

Examining average food costs and menu prices

Watching video surveillance cameras

None of these

5. At the end of the meeting, Barcelona owner Andy Pforzheimer offers managers worksheets to help them remedy the problem of mismanaged food costs and menu prices at the restaurant. This is an example of:

Adopting international standards

Using a balance sheet

Measuring actual performance

Taking corrective action

6.Offering financial bonuses to restaurant managers to incentivize their compliance with set performance goals is typical of the following control approach:

Bureaucratic control

Decentralized control

Self-management

Open book management

7. A type of benchmarking discussed in the video is:

General managers are given financial bonuses

Chefs are not given financial bonuses

Chefs and general managers from different Barcelona Restaurant locations compare costs and practices and compete against each other

The owner of Barcelona says he has high standards of excellence

8. Barcelona Restaurant Group’s emphasis on customers and customer satisfaction is intended to prevent:

Customer defections

Financial rations

Backward control

Corrective action

Reference no: EM132266768

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