Jose'S Mexican Resturant: Q1: How Should Quality Be Defined at This Restaurant ?
Jose'S Mexican Resturant: Q1: How Should Quality Be Defined at This Restaurant ?
Jose'S Mexican Resturant: Q1: How Should Quality Be Defined at This Restaurant ?
Ans. Jose is the food restaurant as the food service provider, its patrons expecting high quality
from the jose’s operation in term of food preparation, food serving time, food delivery time,
both its internal and external customer will have the considerable impact from the service,
quality is the core unit of the business success, customers always evaluate the service or product
they receive.
Jose’s responsibility is to satisfy their customer through the conformance specification of their
processes of food service, quality and performance should be the top priority of the Jose’s
management and operational teams.
In other words when a process fails to satisfy a customer, the failure is considered a defect, in
today’s world many organisation spend time, efforts, and expense on system, training, and
organizational changes, to improve the quality and performance of their process, they believe
that it is important to be able to gauge current levels performance so that any process gaps can be
determined. gaps reflect potential dissatisfied customers and additional costs for the firm.
There is artistry in the preparation of food; some food can be prepared to be delicious, while
another recipe can make a dish that is repugnant. Whether the food is gourmet meal, a traditional
Mexican recipe or a hamburger, the recipe can make it a hit or a mass. But note that taste of the
food is not the quality of the food.
The quality of a product is defined as whether it fulfils its stated and implied specification, the
customer expects the food to be what is promised on the menu, to be cooked and prepared
properly, to be clean and to have the correct flavour that is considered quality food.
Customer satisfaction should be the top priority; high quality is achievable at lower costs at
lower costs and greater customer satisfaction. Customer satisfaction is the measure or
determination that a product or service meets a customer’ exceptions considering requirements of
both quality and service. Jose’s restaurant must be depend on their customers and therefore
should understand current and future customer requirement and strive to exceed customer
expectations to meet the challenges.
The more satisfier factors present, the higher customer satisfaction, Jose’s restaurant needs to
illustrate to the customers that they are care for them and listen to their voice when they are not
truly satisfied with the kind of services the restaurant provided, by measuring customer
satisfaction and making customer needs visible, targets can be linked to customer expectation
and performance of the organization optimized furthermore, other opponents to improve
customer satisfaction for Jose’s restaurant includes; conformance to specification; value, fitness
for use, support, however, psychological standard impression is also inconvincibly important to
create in customer minds.
Moreover, customer defines quality through value. Value is the power of a good or service to
command other goods in exchange for the present worth to typical users and investor of future
benefits arising out of ownership of a property the amount of money deemed to be the equivalent
in worth of subject property.
Customer’s value is the one of the most important element of a business, Nevertheless Jose’s
restaurant does not have it, and they need to improve their values more for the customer
satisfaction. Poor customer’s value could cause a business thousands of dollars and also it
credibility. The value of the customers must be heard at all the times. it is what attracts people to
a business. Thus, when the customer are pleased they will become a long term assets to the
restaurant. Building strong customer relations can tie a customer and business together. When
customers are satisfied they feel well treated and are willing to treat the business will in return.
So the customer satisfaction will be the quality at this restaurant. The quality which will attract
the customers, the quality which will maintain and flourish the business at Jose’s.
Ans. When a process fails to satisfy a customer, the failure is considered a defect. Many
companies spend a significant time, effort, and expenses, on system, training, and believe that it
is important to be able to gauge current levels of performance of their processes, so that any
process gap can be determined, Gaps reflect potential dissatisfied customers and additional costs
for the firm, most experts estimate that the cost of quality range from 20 to 30 percent of gross
sales, these costs can be broken down into four major categories; prevention, appraisal, internal
failure, and external failure.
PREVENTION COSTS:
Preventing costs are associated with preventing defects before they happen. They include the
costs of redesigning the service or product to make it simpler to produce, training employee in
the methods of continuous improvement, and working with suppliers to increase the quality of
purchased items or contracted services. In order to prevent problems from happening, firms must
invest additional time and money,
In term of Jose’s restaurant significant amount of consideration needs for the prevention cost of
quality in order to create customer satisfaction.
APPRAISAL COSTS:
Appraisal costs are incurred when the firm assesses the level of performance of its process.
Jose’s has recently done the survey which has provided a clear insight of restaurant performance
in the mind of customers, the survey is providing the objective field for the management which
need to be addressed. The appraisal costs evaluate prevention and performance in an
organisation; appraisal cost decrease because fewer resources are needed for quality inspections
and subsequent search for causes any problems that are detected.
Internal failure costs result from defects that are discovered during the production of a service or
product. In jose’s recently the waiting staff kertisky noted that the patrons have decrease giving
tips, which is pointing towards some sort of Defects, defects fall into main categories: rework,
which is incurred if some aspect of a service must be performed again or if a evidence item must
be rerouted to some previous operation to correct the defects; and scrap, which is incurred if a
defective item is unfit for further processing.
Dissatisfied customer talk about the bad service or product to their friends who in turn tells
others. The potential impact on future profits is difficult to assess. But without doubt external
failure costs erode market share and profits, Encountering defects and concerning them after the
product is in the customer’s hands is costly.
Jose’s has conducted the survey in which 25% of the patrons has raised the concern that they
were not satisfied from the service they receive from josses, this situation is identifying the
external failure of the jose’s.
External failure costs also include warranty services and litigation costs. A warranty is a written
guarantee that the producer will replace or repair defective parts or perform the service to the
customer’ satisfaction. Usually warrantee is given for the specific time period. Warranty cost
must be considered in the design of a new service or product.
However in Jose’s study the fall in the number of customer has not identified, the survey has
provide the concern of the customers, if they were not met the jose’s will have the above likely
consequences.
ORGANIZATINAL ETHICS AND QUALITY:
The quality costs of prevention, assessment, internal failure, and external failure, must be
balanced with ethical consideration to arrive at the appropriate process and approaches to
manage them.
Jose’s sheaf has identified at one occasion the that the food were the poor quality the have
received from the supplier, in the analysis of this fact that the sheaf have used that food for
serving the patrons, nevertheless he was not satisfied from the quality, so ethics is need to be
follow at this restaurant which will contribute to maintain the quality at ethical level.
The total quality management (TQM) is a tool that assess the situation at jose’s there are three
main principles of TQM. Customer satisfaction, employee involvement, and continuous
improvement. TQM is a quality management program and the way of Managing the operations
process at business with the purpose to establish continues improvement objectives of a products
and processes. It is an approach that motivates, supports, and enables quality management in all
activities of the organization .TQM is a tool that recognizes and identifying the need to
determine the customers expected requirements and uses that knowledge to create necessary
changes in the operational system of the organization that can fully addressed the need of the
customers.
The TQM is one of the most important tool which is concern with the customer satisfaction, as
customer satisfaction is one of the major issue at José’s restaurant for this reason achieving the
top quality is the top priority at jose’s, buy using this tool it easy to determine and manage high
quality at lower cost and greater customer satisfaction.
Jose’s restaurant must depend on their customer’s and there for should understand current and
future customer needs, meet customer requirements, and strive to exceed customer expectation
the more the customer satisfy the higher the jose;s will be successful.
Most team actively engaged in continuous improvement train their work teams to use the plan-
do-study-act for problem solving, another name for this approach is taught quality improvement
technique, this cycle comprises the following steps,
Plan, The team select the process(an activity, method, machine, or policy) that needs
improvement, the team than documented the selected process, usually by analysing related data;
set quantities goals for improvement; and discuss various ways, to achieve the goals, after
assessing the benefits and coasts of the alternatives, the team develops with qualities measures
for improvement. The same way in the jose’s the major issues need to be select and for studies.
Do, the team will implement the plan, and monitored progress, Data are collected
continuously to measure the improvement in the process. Any changes in the process are
documented, and further revision made as needed.
Study, The team analyze the data collected during the process, if the team identified
any shortcoming in the outcome the team will stop the process.
Act, according to this study if the process is productive and successful this should be the
bench mark of the operation processes, this procedure should be documented and must
revised by the employee, the same at the jose’s the employee should identified the safe
procedures which are addressing the expectation of the customers.
1. Define. Determine the characteristic of the process output that are critical to customer
satisfaction and indentify any gaps between these characteristics and the process’s
capabilities. Get a picture of the current process by documenting it using flowcharts and
process charts.
e.g. at Jose’s some of the concern com forward in the case study about customer
satisfaction from the service they receive at jose’s the case study has identified that 25%
of the patrons were not happy, the same they said that the dining experience they are
paying for is not the real worth they are paying at Jose’s,
2. Major. Quantify the work the process does that effect the gaps select what to major.
Identify data sources, and prepare a data collection plan.
At Jose’s case study all the major issues are those that could have direct effect on the
business performance, all these major issues need to dealt immediately and effectively.
3. Analysis. Use the data on major to perform process analysis, applying tools such as
praetor charts, scatter diagram, and cause-effect diagram and the statistical process
control (SPC) tool to determine where improvements are necessary. Whether or not
major redesign as necessary, establish procedure to make the desired outcome routine.
Jose’s concern issues with customer expectation will be analysed by for the possible
implication of corrective measures to address the problems.
4. Improve. Modify or redesign existing method to meet the new performance objectives
implement the changes.
As the new methods identified they will remain as a benchmark procedure at josses, the
operation team should be trained to carry out the exact methods that are approved for the
customer satisfaction. This tool is evaluating the progress in operation the observer are
documented the positive achievement and recorded them as the improvement, the Jose’s
team should observe the positive achievement in the operation, and should stop the
process if there were mismatching.
5. Control. Monitor the process to make sure that high performance level are maintain.
Once again, data analysis tools such as Prato charts, bar charts scatter diagram, as well as
statistical process control tools can be used to control the process.
The selected operational procedure should be revised, and need to be documented and
this process must be firmly hold by Jose’s operational team and at any time the process
standard should not decrease from the present level, however in the operation process
continuous improvement need to be find out for the more better performance from jose’s
in general and over all catering services.
NAME: SARUP SALEEM
CLASS: MBA 4(B)
SUBJECT: TOTAL QUALITY
MANAGEMENT