Jose’s authentic mexican restaurant
- 1. Jose’sAuthentic Mexican Restaurant Team No 3 Chandrayee Ghosh (22) Disha Bhadoriya (32) Deeksha Kalway (1019) Daipayan Das (26) Laxmi Chiddarwar (1016) Nishita Deshmukh (30) Sumit Kumar (109)
- 3. Introduction Traditional Mexican Restaurant Located in New England in a grown-up business district on the edge of a large metropolitan area Offers a reasonably broad range of Mexican food Interior decoration promotes the Mexican style theme Atmosphere of Joe’s allows for people to have a real taste of Mexican food and Mexican background music Huge crowd on Fridays and Saturdays
- 4. Case Facts • Jose’s is small 58 seats restaurant • Tips have slowly been declining • Menu consists of 23 main entrees which are assembled from eight basic stocks and variety of other ingredients • The usual amount of time needed to complete a meal is 12 mins • During peak times it takes more than 20 min to get the meals delivered to the table • Poor quality of food • Customer dissatisfaction • The customer is usually immediate except for Friday and Saturday nights when waits of as long as 45 minutes
- 5. • Restricted seating capacity • Does not take advance booking • No separate waiting area • Offers limited free off street parking • Degrading quality of food from the external suppliers • Tips have been slowly declining • Employee dissatisfaction • Customer dissatisfaction Issues and Concerns
- 6. How should Quality be defined at this restaurant? Quality is the term used by the customer to describe their general satisfaction with a service or product Quality management is the focus on bringing healthy, safe, quality products and services to the customer Customer satisfaction should be at the top priority for the restaurant Food should be delivered and served as to be what is promised on the menu Service staff should be neatly dressed and greet customers with a smile Personnel should be experienced and trained to accommodate the customer The ambience of the restaurant should match with the Mexican theme décor Cleanliness level should be maintained For improving the quality of food and services they should Six Sigma Improvement model
- 8. What are the restaurant’s costs of process failure? • Appraisal/decision-making costs • Prevention costs • Internal failure • External failure
- 9. Tools for generating ideas Tools for process analysis to assess the situation at Jose's Cause and effect diagram
- 12. Conclusion • Have to keep an eye on where they are going wrong . • Manage quality from the beginning to allow better customer satisfaction. • Quality up = reputation up. • Create a waiting space for more comfort. • Have better raw products for cooking so chef & customers are satisfied. • Increase waiting staff and increase their training
- 13. Learning Therefore, the restaurant should focus on its customers’ needs and requirements, and strive to exceed their expectations. More quality food means more successful business. Time maintenance is a big deal in a restaurant. Customer relationship is important for maintaining a successful business