Case Study: Pauli's Restaurant
Ateneo de Davao University
School of Business and Governance
Business Management Division
Case Study:
Pauli’s Restaurant and Microbrewery
Submitted by:
Joanna Paula P. Cuario
Submitted to:
Mr. Reynaldo Navacilla
Mgt 433
Mon.-Sat. / 1:00pm-2:30pm / C503 Pauli’s Restaurant and Microbrewery
Introduction
Pauli’s Restaurant and Microbrewery is a popular downtown pub in a major city. It has different locations or expansions in six regional cities and also operates a corporate web site. On which, one of the features of the restaurant’s website is customers’ feedback section that is directly sent to the corporate Vice President and to the General Manager. However, Pauli’s Restaurant and Microbrewery is experiencing some issues, especially in customer service and some internal management. It was discovered by the Vice President and General Manager that one of their loyal customers sent a complaint. And part of the complaint was the following: Service (attending to customer needs) was very slow, lack of appropriate or updated menu information, waitress did not ask for an apology, and lack of restaurant crew members.
Statement and Details of the Problem
Building a restaurant in the business industry is not that easy to maintain and get what customers’ wants. There are times that the restaurant will really experience different contingencies, especially when it talks about customer service. There are lot of things that the owner should plan and learn unique techniques and strategy in order for the restaurant to win the customers’ tastes and preferences, and develop customer relationship. With the case study, the proponent was able to observe and determine distinct problems regarding the situation. Here are the following problems of Pauli’s Restaurant and Microbrewery:
* How will the Pauli’s Restaurant and Microbrewery integrate their best Total Quality Management practice that involves human resource, internal and external customers,
School of Business and Governance
Business Management Division
Case Study:
Pauli’s Restaurant and Microbrewery
Submitted by:
Joanna Paula P. Cuario
Submitted to:
Mr. Reynaldo Navacilla
Mgt 433
Mon.-Sat. / 1:00pm-2:30pm / C503 Pauli’s Restaurant and Microbrewery
Introduction
Pauli’s Restaurant and Microbrewery is a popular downtown pub in a major city. It has different locations or expansions in six regional cities and also operates a corporate web site. On which, one of the features of the restaurant’s website is customers’ feedback section that is directly sent to the corporate Vice President and to the General Manager. However, Pauli’s Restaurant and Microbrewery is experiencing some issues, especially in customer service and some internal management. It was discovered by the Vice President and General Manager that one of their loyal customers sent a complaint. And part of the complaint was the following: Service (attending to customer needs) was very slow, lack of appropriate or updated menu information, waitress did not ask for an apology, and lack of restaurant crew members.
Statement and Details of the Problem
Building a restaurant in the business industry is not that easy to maintain and get what customers’ wants. There are times that the restaurant will really experience different contingencies, especially when it talks about customer service. There are lot of things that the owner should plan and learn unique techniques and strategy in order for the restaurant to win the customers’ tastes and preferences, and develop customer relationship. With the case study, the proponent was able to observe and determine distinct problems regarding the situation. Here are the following problems of Pauli’s Restaurant and Microbrewery:
* How will the Pauli’s Restaurant and Microbrewery integrate their best Total Quality Management practice that involves human resource, internal and external customers,