MGT613 Assignment no 2 idea Solution spring 2011

[Vuhelper]

QUESTION#1

As quality control manager in a restaurant how would you maintain quality in producing and serving the food to the customers?

ANSWER:

Running a restaurant business is very complicated on its nature since the industry involves serving of foods and services to various customers. Every state has its own regulations on issuing permits and licenses to any restaurant business to ensure that the establishment is following the guidelines assigned to restaurant owners. On the part of the restaurateur, it is a big data copy from vu thirty nine dot com responsibility to make sure that the restaurant quality control conditions are being followed accordingly. It is pertinent to restaurant managers to learn the importance of quality control that influences a lot on the goal of customer satisfaction as well as on the area of food safety.

As quality control manager in a restaurant I would maintain quality in producing and serving the food to the customers in the following ways:
Food Production and Services

For the purpose of quality maintenance the processing of food should maintain its freshness and must be served in a presentable manner. Customers are not only depending on the quality of the food but also to the quality of services or how the foods are being served to them.

House Cleanliness

The area of the kitchen is referred as the “Back of House” while the “Front of House” is the dining area where the foods are served and eaten by the customers. It is crucial for restaurant owners to maintain the cleanliness of these areas to protect the health of
the regular patrons.

Training of Employees

Chefs, waiters, and other service crews should undergo trainings to make certain that they can do the job properly and orderly.

Staff Management

It is the obligation of the owner to keep the customers happy as well as the staffs of the restaurant. Contented employees can do their job perfectly and can give excellent customer service.

Testing:
Another important quality control measure performed by our manager is to check and ensure that the critical food areas have been checked for proper temperatures data copy from vu thirty nine dot com and taste. This testing maintains consistent quality and taste for our customers and it helps us to identify a problem so that it can be rectified well in time.
Ingredients- (Procurement):
Another notable quality control measure performed by our manager is to use the highest quality of raw material for our preparations and don’t compromise on any conditions. Further we keep a check to ensure the nutritious value of the ingredients.
Customers:
Finally, Our esteemed customers are our ultimate barometer. We listen to their suggestions and ideas with open mind and implement them if possible. Our top management believes in first hand information and is very aggressive in interaction with the clients. This practice has helped and is continuously helping us in maintaining and further improving the taste and quality of our products.

[Vuhelper]

Idea Solution # 1
Readiness:
The manager on duty checks to ensure that entire outlet has been properly washed and cleaned in the morning before the operations begin. This goes for the kitchen as well as the customers area.

Testing:
Another important quality control measure performed by our manager is to check and ensure that the critical food areas have been checked for proper temperatures and taste. This testing maintains consistent quality and taste for our customers and it helps us to identify a problem so that it can be rectified well in time.

Surprise Visits:
Surprise visits are conducted by our top management at various outlets. This is to check a cross section of things such as staffing levels, sanitation, customer services, food preparation and presentation.

Hygeine:
Extra care is taken to ensure proper hygeine both while preparing as well as serving the food.

Ingredients- (Procurement):
We use the highest quality of raw material for our preparations and donot compromise on any conditions. Further we keep a check to ensure the nutritious value of the ingredients.

Training :
Our staff both in kitchen and in service area is trained for their specific jobs. This is to ensure similarity in taste and service in all our outlets.

Customers:
Finally, Our esteemed customers are our ultimate barometer. We listen to their suggestions and ideas with open mind and implement them if possible. Our top management believes in first hand information and is very aggressive in interaction with the clients. This practice has helped and is continuosly helping us in maintaining and further improving the taste and quality of our products.
Idea Solution # 2
Quality of food
There is an 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 a gourmet meal, a chocolate chip cookie or a hamburger, the recipe can make it a hit or a miss. But note that taste of the food is not the quality of the food.
Fulfills specifications
The quality of a product is defined as whether it fulfills its stated and implied specifications. 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 flavor. That is considered quality food.
Note that quality food does not mean healthy food or gourmet food. It is simply what was promised. If the customer sees an advertised picture of a delicious-looking bacon and eggs breakfast and then receives burnt crisps of bacon and undercooked eggs, he will not be getting what he ordered. It is not a quality meal, because it is not consistent with what is advertised.
Consistent
When you eat at a McDonald's Restaurant, you can be assured that the quality of the food will be consistent in any McDonald's that you visit. It is what you expect and is considered quality food.
Quality of service
Not only are people buying a meal in a restaurant, but they are also paying for a certain level of service. Quality service is typically that which is prompt and courteous. That is what customers expect. Exceeding those expectations with extra service is a plus and can overshadow mediocre food.
Friendly service
I've been to a number of restaurants where the waiters and waitresses where not only friendly, but they were also entertaining. They might come up to your table and sing a song or play a musical instrument. The novelty of the extra service could bring in more business.
Extreme service
Some high-end restaurants have one waiter dedicated to one customer. That gives the customer a feeling of extreme service. Of course, the cost of the meal is higher to compensate for the extra staff.
Poor service
Customers may accept poor service if the food is excellent. A famous example was the "Soup Nazi" episode on the Seinfeld television show where people lined up to have delicious soup in a specialty restaurant, but the owner was extremely rude and would refuse to serve those who did not abide by his rules. This was a take-off on an actual popular restaurant in New York City, where the soup was good but the owner was surly.
But poor service can also discourage many customers from returning, even if the food is good. Popularity can be fleeting in such a restaurant.
Service to select customers
Sometimes service is only given to select customers. For example, I was traveling across the country and stopped in a small restaurant in Wyoming for lunch. They catered much to the highway traffic. The waitress was slow and rude. She acted like she didn't like to be bothered. But of course, it was assumed that I would probably never stop in there again.
But then an old cowboy came in and sat at the counter next to me. The waitress immediately brightened up, smiled and asked if he wanted the special. He was a local and regular customer, and it was worth her while to give him good service.
Benefits
A restaurant must seek to bring in customers and then satisfy them so they will return and will tell others about the place.
Word-of-mouth
A major goal of a restaurant is to get in customers. Location and advertising are major factors in drawing in people. But the main way to be successful is through repeat business and word-of-mouth advertising. A restaurant that is out of the way and has no ads can still be quite successful through word-of-mouth advertising.
Repeat business and referrals come from customers being very satisfied by the quality of the food and service.
Case study of failures
The following are examples what happens when there is poor quality in a restaurant.
Thai restaurant
I recently went into a relatively new Thai restaurant near Milwaukee, Wisconsin that seemed to have good food when I had been there before. Unfortunately, this time the meal was only lukewarm instead of hot. Also, I found a piece of plastic in the food. Upon complaining to the manager, I received no apology. I never went back to that restaurant. Four months later, they went out of business.
Sambo's
Sambo's Pancake House in Santa Barbara, California had terrific food and great service. It was run by two local entrepreneurs. They had such success that they expanded the business and sold franchises around the United States. Soon, there were over 1400 Sambo's Restaurants.
Unfortunately, they did not seem to have the consistency of quality control that a chain such as McDonald's has. It was said that the quality of food and service dropped off proportional to the distance from Santa Barbara. Soon word got out that their food was terrible.
Adding to that perception of low quality were protests by civil rights groups in the 1970s that "black Sambo" was against African-Americans. This was unfounded since pictures of Sambo showed a boy from India with a tiger and was based on a classic children's tale. Protesters may have exaggerated the claims of low quality, resulting in the company losing much business.
Today, there is just one Sambo's—in Santa Barbara.
Summary
Restaurants provide a product (food) and a service (waiting on the customer). The quality of the food and service is defined as meeting or exceeding the expectations of the customer as if promised by the restaurant. The recipe and taste of the food is not the quality of preparation. The food should be properly prepared and the service should be prompt and courteous. The benefit of quality food and service is that customers will come back and will recommend the restaurant to friends.
Idea Solution # 3
The areas covered in the Restaurant Quality Assurance Program template include -
• guest service
• food quality
• employee training
• front of house cleanliness
• back of house cleanliness
• administration
• management

[Vuhelper]

These aspects should be in relation while quality assurance in a restaurant is applied:


• Kitchen area
o Has to be clean
o Health oriented
o Tidy
o Well in order
o Well equipped


• Inputs ( all those food elements that are used in making food for customers
o Fresh
o Good quality
o Reliable
o Consistent
o Available
o Hygienic

• Employee coordination and association
o Inputs from every one
o Motivate and inform every worker
o Clear and definite guidelines



• Customer needs and liking
o Provide what customers want
o Get inputs from customers
o Shape the offered quality according to customer needs


• Tight control
o Timely performance appraisals and assessment of quality
o Take corrective action where necessary
o Enhance the standards where possible.



Write the above mentioned points in detail and make your assignment, don’t copy it as it is..