Quality is defined as a product or service that has the ability to meet the standards that satisfy a customer's expectation. If there is high quality, then the product or service does what it is intended to do. Quality is meant to exceed a customers' expectations.
Performance refers to the servers, and if they are accomplishing the action. Performance is perceived to be the completion of a responsibility and requirement.
After researching the internet, reading comments on yelp, facebook, and opentable, we realized that the main problems Chris Michaels has is that it is overpriced, you have to pay to park, management, slow service, and bad attitudes. We developed a Paretto Chart which shows individual values represented in descending order. It highlights the most important defects among a set.
The biggest complaint was that it was overpriced. We thought about how Chris Michaels can fix this problem through developing a fishbone diagram. A fishbone diagram is used when identifying possible causes for a problem. After seeing the complaints and the restaurant structure, we immediately started thinking of ideas.
To help the overpricing issue Chris Michaels
should look into getting less expensive food, and control their portion size. They should make up for the price of the food
by acknowledging the customers. They can
offer a glass of champagne to each customer, and if a special occasion offer a
desert to celebrate. This will help the
customer feel welcomed and cared for.
Also, slow service at Chris Michaels has become a big issue. Some employees go to their tables with bad attitudes, and that must be fixed immediately. The managers should start training each employee to have positive attitudes. To do so, they can grant time off if needed. Cell phones are another massive reason for slow service in the restaurant. Cell phones should be banned from being used during shifts. The manager can keep the phones in the office until the shift is over. We want the customers to be the main priority. Chris Michaels also needs to update their equipment. They need new equipment to improve the speed of cooking time. Getting new equipment will also improve restaurant safety and cleanliness. The manager needs to acknowledge the staff, and when they do well in sales. Management should offer incentives for doing superior work. Doing this will keep employees content and focused on giving 100% to their customers each and every table they have to serve.
