Reference no: EM133041960
Case study:
Research and implement improvements to quality service
Adrienne and her manager are concerned about complaints relating to hot plated food being cold by the time they are served to customers attending events in outdoor marquees. They feel this is a serious quality issue and want to address it quickly. Olivia has been asked to research methods of improving service standards. Areas that could be addressed are menu items, service procedures, equipment or technology, or any other innovation that resolves this issue.
The events director has set Adrienne a goal: to reduce customer complaints relating to the issue by 50% and increase overall customer satisfaction rates by 5% within the next six months.
Use the internet or other research techniques to investigate options for resolving this quality issue.
A suggested solution for this problem has been proposed:
Serving quickly the food after it's been cooked will allow customers to enjoy it while hot.
Question:
What are the potential long-term positive and/or negative consequences of implementing this recommendation? Consider factors such as workflows, event timings, individual and teamwork loads and job roles/responsibilities, food quality, service standards, organisational procedures.
Response should evaluate the impact of the recommendation by completing the following table.
|
Organisational policies:
|
Fill this column to complete the answer
|
|
Service standards:
|
|
|
Workflow:
|
|
|
Event timings:
|
|
|
Teamwork / Individual work:
|
|
|
Responsibilities:
|
|
|
Food quality:
|
|