Quality Service Management

Paper Summary:

This paper discusses a small, family owned restaurant enterprise and its need for a quality improvement in terms of technological and procedural solutions. While still a small, family owned enterprise, the paper considers that the restaurant should implement a series of solutions, such as redesigning its layout to better facilitate staff foot traffic and service times related to guest order delivery.

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, but still subject to its original founder's presence and oversight. The menu is limited in variety and dominated by an "all you can eat" chicken dish which is one of the most popular selections. At times the restaurant guests 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 being the largest percentage of revenue generation but its food operations are also the restaurant's most inefficient operation."

More papers on Quality Service Management:

• Business Plan # 90274 : "Quality Service Management"
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• Case Study # 56030 : "Management at the Ritz-Carlton"

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