Quality Service Management

Paper Summary:

This paper discusses the small, family owned restaurant enterprise and its need for a quality improvement. Several processes are targeted for reengineering and several other additional operational concerns are targeted for improvement or elimination as issues through the implementation of several integrated technological solutions. The paper discusses that the restaurant should be targeting for growth.

From the Paper:

"The Restaurant is a 450 seat establishment that is family owned and is currently under the second generation of the family owned management structure. The menu is limited in both cook oriented variety as well as in guest selection with an "all you can eat" chicken dish being one of the most popular selections. In the restaurant's most busiest moments, guest are forced to wait up to 20 minutes for seating and there is no paging system in place other than the hostess yelling for each guest as a table comes available. Revenues are generated from several sources with food, obviously, being the largest percentage of revenue source. However, the restaurant also sells gift items and pre-packaged food items. The restaurant is successful thanks in large part to a repeat customer base and the local patronage."

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