Reference no: EM133674841

Case Study:

Food courts are popular with many people in Singapore. These food establishments offer a good variety of local fare, like those found in hawker centres, but are superior to the latter with the main advantage of letting customers enjoy their meals in air-conditioned comfort. Customers do pay more for a meal at food courts than at hawker centres, but this has not been a huge deterrence. Moreover, many food courts are conveniently located in malls, making them easily accessible to all. The main food court operators in Singapore are Food Junction, Food Republic, Kopitiam and Koufu.

You are required to analyse the case study given above and answer the following question. Assume that you are a Total Quality Management consultant, specialising in the Food and Beverage sector.

a) Provide information on Kopitiam including its name, registered address and website address. Kopitiam is concerned with the poor assessment arising from interpreting the service quality dimensions and requests for Kopitiam to advise on the cost implications. Briefly explain the Cost of Quality and apply the concept to the subject's business. You shall present your analysis of each cost category by:

i) explaining the cost category, and

ii) applying the cost category to the relevant aspects of the subject's operations by describing any two (2) cost items and the approximate dollar amounts to be incurred.