Jose's Authentic Mexican Restaurant Case Study
To: John Miles, Owner
Subject: Jose’s Authentic Mexican Restaurant
Date: 11/25/2013
As you requested on November 18, this report summarizes my analysis and recommendation regarding the customer survey results that management conducted last Friday and Saturday during the dinner crowd at Jose’s Authentic Mexican Restaurant.
The main problem that I see is the high percentage of customers who are unsatisfied with the time it took to be served their ordered food. It is extremely important to provide excellent customer service in the restaurant industry because customers have several options and can take their business elsewhere. Jose’s can easily lose customers and income due to unsatisfactory food preparation times.
Quality Defined …show more content…
Quality at Jose’s is defined by the five questions that were asked in the customer survey in Appendix A.
Eighty-three customers who were eating at the restaurant last Friday and Saturday night were asked to answer “yes or no” to each survey question. Out of all the questions, more people answered “no” to being served at a reasonable time than the other questions. Thirty percent of the customers thought that they waited too long for their food, which demonstrates that the largest concern over quality for the restaurant is the time the customers expected their food. Just under half (49%) of the total “no’s” in the survey can be connected to this question. If customers are unsatisfied with the time it takes to get their food, they will likely answer that their experience was not worth the cost. The reason why it is important for customers to be satisfied with the time it takes to receive their food is because they have the option to go elsewhere. There are several other restaurants in the area that can provide customers with what they want. Without customers buying Jose’s food, the restaurant will not stay in business because their income depends on the purchase of their
food.
Recommendation
It is clear to me that the main two complaints if resolved, would cover most of the process failure problems at Jose’s. Training the current cook, as well as hiring another cook would improve the food preparation process (Krajewski, Ritzman & Malhotra, 2013). By adding another cook on Friday and Saturday only, food could be prepared faster, and the waiters could deliver it closer to the twelve minutes it takes on Sunday through Thursday to make the meals. Also, with more than one cook, the waiters would not feel obligated to help fetch food stocks from the refrigerator or storage area and help prepare the food. The waiters need to focus on the customers and reading their dynamics, behavior, and body language in order to render specific service dependent upon their mood (O’Connell, 2006). The customers are the main priority at Jose’s because they provide income to pay the employees and order the food stocks. If the cooks are complaining about the quality of the food stock, they will now have the time to address the problem. In conclusion, hiring another cook is the best solution for improving the customer’s responses to the survey and as a result increasing satisfaction with the waiters and their tips.
References
Krajewski, L., Ritzman, L., & Malhotra, M. (2013). Operations management: Processes and supply chains. (10th). Upper Saddle River, NJ: Pearson Publication.
O 'Connell, P. (2006). Taking the Measure of Mood. Harvard Business Review, 84(3), 25-26.
Appendix A
Subject: Jose’s Authentic Mexican Restaurant
Date: 11/25/2013
As you requested on November 18, this report summarizes my analysis and recommendation regarding the customer survey results that management conducted last Friday and Saturday during the dinner crowd at Jose’s Authentic Mexican Restaurant.
The main problem that I see is the high percentage of customers who are unsatisfied with the time it took to be served their ordered food. It is extremely important to provide excellent customer service in the restaurant industry because customers have several options and can take their business elsewhere. Jose’s can easily lose customers and income due to unsatisfactory food preparation times.
Quality Defined …show more content…
Quality at Jose’s is defined by the five questions that were asked in the customer survey in Appendix A.
Eighty-three customers who were eating at the restaurant last Friday and Saturday night were asked to answer “yes or no” to each survey question. Out of all the questions, more people answered “no” to being served at a reasonable time than the other questions. Thirty percent of the customers thought that they waited too long for their food, which demonstrates that the largest concern over quality for the restaurant is the time the customers expected their food. Just under half (49%) of the total “no’s” in the survey can be connected to this question. If customers are unsatisfied with the time it takes to get their food, they will likely answer that their experience was not worth the cost. The reason why it is important for customers to be satisfied with the time it takes to receive their food is because they have the option to go elsewhere. There are several other restaurants in the area that can provide customers with what they want. Without customers buying Jose’s food, the restaurant will not stay in business because their income depends on the purchase of their
food.
Recommendation
It is clear to me that the main two complaints if resolved, would cover most of the process failure problems at Jose’s. Training the current cook, as well as hiring another cook would improve the food preparation process (Krajewski, Ritzman & Malhotra, 2013). By adding another cook on Friday and Saturday only, food could be prepared faster, and the waiters could deliver it closer to the twelve minutes it takes on Sunday through Thursday to make the meals. Also, with more than one cook, the waiters would not feel obligated to help fetch food stocks from the refrigerator or storage area and help prepare the food. The waiters need to focus on the customers and reading their dynamics, behavior, and body language in order to render specific service dependent upon their mood (O’Connell, 2006). The customers are the main priority at Jose’s because they provide income to pay the employees and order the food stocks. If the cooks are complaining about the quality of the food stock, they will now have the time to address the problem. In conclusion, hiring another cook is the best solution for improving the customer’s responses to the survey and as a result increasing satisfaction with the waiters and their tips.
References
Krajewski, L., Ritzman, L., & Malhotra, M. (2013). Operations management: Processes and supply chains. (10th). Upper Saddle River, NJ: Pearson Publication.
O 'Connell, P. (2006). Taking the Measure of Mood. Harvard Business Review, 84(3), 25-26.
Appendix A