1) How should quality be defined at this restaurant?
In this case, some of the customer-driven definitions of quality can be used in order to describe Jose’s Authentic Mexican Restaurant. These are:
• Conformance to Specifications – naturally, customers expect the quality of the foods and services in the said restaurant to meet or exceed certain advertised levels of performance in other restaurants.
• Psychological Impressions – customers might evaluate the quality of the foods and services in the restaurant base on some of their psychological impressions. On the field of services for instance, people will expect that the employees in the said restaurant are courteous, friendly and will exhibit other good mannerisms in front of them.
2) What are the restaurant’s costs of poor quality?
• Prevention costs – it can be applied if any of the staff or employees in the restaurant will send a complaint to their supplier with regards to the poor quality of some of the ingredients that have been delivered.
• Internal failure costs – divided into two major cost categories:
a) Yield losses – applicable for the poor quality ingredients that must be disposed.
b) Rework costs – applicable for other ingredients that can be reprocessed.
• External failure costs – if a problem has been discovered after the customer has received or consumed the foods and services in the restaurant. It can be in the form of refund.
3) Use some of the tools for improving quality to assess the situation at Jose’s.
• Cause-and-Effect diagram (fishbone diagram) – relates a key quality problem to its potential causes.
Case Study: “the Possibility” Restaurant
...1 Case Study: “The Possibility” Restaurant Angela Fox and Zooey Caulfield were food and nutrition majors at State University, as well as close friends and roommates. Upon graduation Angela and Zooey decided to open a French restaurant in Draperton, the small town where the university was located. There were no other French restaurants in Draperton, and the possibility of doing something new and somewhat risky intrigued the two friends. They purchased an old Victorian home just off Main Street for their new re staurant which they named “The Possibility.” Angela and Zooey knew in advance that at least initially they could not offer a full, varied menu of dishes. They had no idea what their local customers’ tastes in French cuisine would be, so they decided to ser ve only two full course meals each night, one with beef and the other with fish. Their chef, Pierre, was confident he could make each dish so exciting and unique that two meals would be sufficient, at least until they could assess which menu items were mos t p opular. Pierre indicated that w ith each meal he could experiment with different appetizers, soups, sala d s, vegetable dishes, and desserts until they were able to identify a full selection of menu items. The next problem for Angela and Zooey was to dete rmine how many meals to prepare for each night so they could shop for ingredients and set up the work schedule. They could not afford too much waste. They estimated that they would......
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Mexican Healthcare Case Study
...Mexico has made great strides in trying to provide healthcare for its 115 plus million citizens. Healthcare in Mexico comes in three different and distinct varieties. There are the government-run institutions that provide limited health-care benefits administered by the Ministry of Health at very long wait times. There is the upper-echelon private sector, which represents a very small percentage of Mexicans and is comprised of individuals whose health-care funding is met through private insurance carriers at a price most Mexicans cannot afford. Then there are the emerging low cost private sector healthcare providers such as Primedic, whom provide access to select healthcare services via membership plans at a very reasonable price. While these three different systems tackle Mexico’s healthcare needs in various ways, Primedic and the emerging “entrepreneurial niche sector” is a perfect example of how entrepreneurs can play a significant role in improving and reshaping the healthcare system Mexico. Entrepreneurship simply by its nature tends to solve/create a solution to a need/concern that hasn’t already been met. With the current structure of Mexico’s healthcare system, many gaps in coverage and services provided exist. Primedic and other entrepreneurial oriented private healthcare companies have capitalized on these gaps and along with the growing demand of consumer-driven health care across Mexico. These companies provided needed services and provide opportunities for......
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Jose's Authentic Mexican Restaurant
...Jose’s Authentic Mexican Restaurant Jose’s Authentic Mexican Restaurant, (JAMR), is a small restaurant offering 23 main entrees prepared in a traditional Mexican style with an array of ingredients from eight different basic stocks. Designed in a Mexican style with authentic Mexican music, JAMR promotes customers to experience the overall theme. Though JAMR has a positive customer base there, are concerns that JAMR is experiencing full customer satisfaction. Surveys conducted showed sixty seven customers happy with experience and cost, however, sixteen customers unhappy with the food delivery time. Long prep time, restricted seating and 45 minute wait times on prime days posed a concern. In addition, nonexistent waiting area forces customers to stay outside as JAMR does not accept reservations. Quality for JAMR means focusing on the customers’ needs and expectations. The food should be served timely and prepared properly. Food from external suppliers must meet quality standards, and the service staff should provide an experience that is accommodating to the customer. Some of the concerns are due to JAMR’s internal failure costs. The irritability of the cook is part of the delay in meal prep time due to not having the quality food that he is expecting to prepare and serve, causing meal times to increase to twenty minutes from twelve minutes. JAMR’s external failure cost arises from the quality of the product that is being delivered. The poor product causes......
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Jose Authentic Restaurant Case
...Business Brief Jose’s Authentic Mexican Restaurant is a 58-seat restaurant offering a menu consisting of 23 main entrees assembled from eight basic stocks (Krajewski, Ritzman, & Malhotra, 2013). The restaurant is located within a mature business district on the edge of a large metropolitan area in New England (Krajewski et al, 2013). Customer volume is higher on weekends; however, wait staff is reporting a decline in tips (Krajewski et al, 2013). Management conducted a customer survey over the weekend and 55% of customer dissatisfaction links value and psychological impressions to quality (Krajewski et al, 2013). This brief will discuss the restaurant’s competitive priorities, define quality for the restaurant, analyze the costs of the restaurant’s process failures, and provide recommendations for improving processes and customer satisfaction. Analysis The weekday meal service process has established consistent quality, on-time delivery, and variety/flexibility as competitive capabilities (Krajewski et al, 2013). The weekday meal service needs 12 minutes to complete a meal after being ordered (Krajewski et al, 2013). The weekend meal service, during peak times, needs more than 20 minutes to deliver good meals to the customers (Krajewski et al, 2013). The weekend meal service process performs at higher volumes and is unable to meet the consistent quality, and on-time delivery capabilities from the weekday service process. The customer’s rated timely......
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Jose's Authentic Mexican Restaurant Case Study
...Jose’s Authentic Mexican Restaurant Case Study 1. How should quality be defined in this restaurant? Quality at this restaurant (like any other) should be defined by the quality of food, customer service and making sure the customer leaves thinking he got his money’s worth from the food he was served. Since Jose’s is located in a business district, getting higher tips should not be very hard if the food and customer service is top notch. Like all business professionals, time is of the essence and one of the most important factors that will stand out for Jose’s in terms of quality would be the speed at which the food is served. Excellent food and a friendly wait staff can only enhance the quality and reputation of the restaurant further. 2. What are the restaurants costs of process failures? The restaurants costs of process failures include bad reviews and loss of repeat customers. In a business district just outside a large metropolitan area, like where Jose’s is located, word of mouth spreads fast and if there are frequent grumblings around the quality of food and customer service, then it will ultimately lead to a decline in the bottom line of the restaurant. With the advent in technology, with apps like Yelp, Facebook and other social media apps, negative experiences and reviews are spread much faster than positive ones. The costs of process failure at a place like Jose’s could prove to be fatal, if correctional steps are not taken immediately. 3. Use...
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Mexican Peso Case Study
...1. Take a look at Mexico’s balance of payments over the past few years. Use the schedule I have attached to the case – it is in the same format as we used to examine the U.S. balance of payments. What do the trade and current account balances suggest about the likelihood of a potential devaluation of the peso? Why? a. It suggests that because Mexico is importing twice as much as they are exporting that there is a strong chance that the peso will lose value to counter the constant increase in imports. It is also important to point out that the exports in 1974 and 1975 are practically the same. The current account balance is negative 4 billion U.S. dollars which is 4 times larger than it was in 1972. All this leads me to believe that the peso needs to be devalued in order to raise the amount Mexico exports. 2. What does the private capital account suggest about the need for a devaluation of the peso? Why? a. The private capital account is a positive 3 billion which indicates that there are a lot more imports than exports suggesting that Mexico is either borrowing a larger portion of money or selling some of its assets. Consequently there is a need for the devaluation of the peso. 3. What does the private transactions balance suggest about the valuation of the peso and whether a very large devaluation was imminent? Why? a. By looking at the private transactions balance it suggest that there was not a dire need for a very large devaluation......
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Fishdance Restaurant Case Study
...Case Study – Fishdance Restaurant Describe how the architect has ordered form, materials, light and space to create a particular and memorable place. Identify ideas and strategies used to order form, materials, space, light and relationship to surrounding environment. | | The following essay will proceed to show an analytical exploration of architecture as seen in Frank Gehry’s Fishdance Restaurant and to explain the underlying and underpinning style and appearance of Gehry’s built work through the identification of space, form, order, materials and the relationship between the built work and its surrounding environment to create Gehry’s memorable place. Walking through Merikan Park in Hyogo Prefecture in Japan, eyes are drawn to a behemoth of a fish sculpture. This sculpture is part of a three part fish village, Fishdance Restaurant, designed by Frank Gehry in 1987. Originally designed accidentally for a competition, Fishdance has become a popular tourist attraction along Kobe’s waterfront and has become one of Gehry’s first architectonic forms amidst his early fish metaphor days. In Isenberg’s (2009) book, she discusses with Gehry that during the mid-eighties he met with a client who asked him to produce fish sketches upon a napkin which can be seen in Figure 1. After many miscontrusions during the design process, including different interpretations of Gehry’s original design, lack of communication between client and architect and a broken model. Figure 1......
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Case Study - Vintage Restaurant
...Case Problem: The Vintage Restaurant is on Captiva Island, a resort community near Fort Myers, Florida. The restaurant, which is owned and operated by Karen Payne, has just completed its third year of operation. During that time, Karen has sought to establish a reputation for the restaurant as a high-quality dining establishment that specializes in fresh seafood. The efforts by Karen and her staff have proven successful, and her restaurant has become one of the best and fastest-growing restaurants on the island. Karen has concluded that to plan for the growth of the restaurant in the future, she needs to develop a system that will enable her to forecast food and beverage sales by month for up to one year in advance. Karen has the following data ($1000s) on total food and beverage sales for the three years of operation. The data can be found in an Excel spreadsheet (Lost Beverage and Food Sales). Perform an analysis of the sales data for the Vintage Restaurant. Prepare a report for Karen that summarizes your findings, forecasts, and recommendations. Include: a. A graph of the time series. b. An analysis of the seasonality of the data. Indicate the seasonal indexes for each month, and comment on the high and low seasonal sales months. Do the seasonal indexes make intuitive sense? Discuss. c. A forecast of sales for January through December of the fourth year. d. Recommendations as to when the system that you have developed should be updated to account for new sales data....
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The Glass Slipper Restaurant Case Study
...Forecasting Monthly Sales For years The Glass Slipper Restaurant has operated in a resort community near a popular ski area in New Mexico. The restaurant is busiest during the first 3 months of the year, when the ski slopes are crowded and tourists flock to the area. When James and Deena Weltee built the Glass stripper, they had a vision of the ultimate dining experience. As the view of surrounding mountains was breathtaking, a high priority was placed on having large windows and providing a spectacular view from anywhere inside the restaurant Special attention was also given to the lighting, colors, and overall ambiance, resulting in a truly magnificent experience for all who came to enjoy gourmet dining. Since its opening, The Glass Slipper has developed and maintained a reputation as one of the “must visit” places in that region of New Mexico. While James loves to ski and truly appreciates the mountains and all what they have to offer, he also shares Deena’s dream of retiring to a tropical paradise and enjoying a more relaxed lifestyle on the beach. After some careful analysis of the financial conditions, they knew that retirement was many years away. Nevertheless, they were hatching a plan to bring them closer to their dream. They decided to sell the Glass Slipper and open a bed and breakfast on a beautiful beach in Mexico. While this would mean that work was still in their future, they would wake up ine the morning to the sight of the palm trees blowing in the......
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Darden Restaurants - Case Study
...Darden Restaurants Darden faces the problem of controlling its complex network of vendors, spread over 40 countries. ‘The law of the sea’, poses legal barriers for Darden as only vessels form the country of sovereignty have the right to fish those waters. Another problem is the high level of dependence on its outsourced chain, as more than 75% of its expense is from sourcing activities (Heizer & Render, 2011). This entails challenges of supply chain vitality and uncertainty. Darden Restaurants is a group company, owning popular and successful brands such as red lobster, longhorn steakhouse and olive garden. With an annual turnover of over 300 million meals, Darden has successfully leveraged its global supply chain to ensure high quality food to its customer base in US and Canada. Through subsidiaries, Darden owns and operates more than 1500 restaurants, employing a workforce of over 150,000. Darden’s deployment of purchasing agents globally has allowed it to increase its presence throughout the supply chain. Its rigorous quality standards has allowed it screen out the high quality vendors, placing strict compliance benchmarks on sampling and inspection practices. Moreover, Darden tackles legal barriers through leveraging its complex network of strategic supplier partnerships. Due to the global presence, Darden needs to employ a lean approach in it supply chain. This would entail a more active role in demand planning, focusing on the times it takes......
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Case Study: Farmer's Restaurant
...1. Describe the importance of inventory management as it relates to the Farmers Restaurant. In addition to inventory management being important to Farmers Restaurant, it is important to business in general. Since Farmers Restaurant is a full-service restaurant, it must have effective management with its inventories in order to properly serve its customers. It is important for that to be the case so that there will be desirable customer satisfaction and customer return. In the case that customers visit the Farmers Restaurant and are unable to receive the food they want due to a stock out, they may be dissatisfied and will likely not return to Farmers Restaurant. Besides customer satisfaction, total food costs are important to business also. In the restaurant industry, if too much of a product is ordered and not used, it could result in product waste due to the items expiring. Of course, having too much of a product would result in an increase in total food costs, which is opposed to the goal of any business to minimize costs. Overstocking products can also negatively affect Farmers Restaurant and other businesses since by having more products on-hand than needed, Farmers Restaurant is tying up funds that might be more productive elsewhere. Farmers Restaurant has experienced both shortages and wasteful surpluses, so in conclusion, it is essential that Farmers Restaurant try to manage inventory levels successfully when considering these potential/existing problems (Lubbers......
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Case Study on Jose's Restaurant
...quality should is defined at this restaurant? ANSWER: Quality is the term used by the customer to describe their general satisfaction with a service or product. Customers, internal or external, are satisfied when their expectations regarding a service or product have been met or exceeded. Quality at Joses restaurant should be defined by service, value, reliability of the experience and overall customers’ satisfaction. The quality of a product is defined as whether it fulfills its stated specifications. Customer satisfaction should be at the top priority for the restaurant. Customer satisfaction is the measurement of a product or service that meets or exceeds customer’s expectations. Therefore, the restaurant should focus on its customers’ needs and requirements, and strive to exceed their expectations. The factors that affect the quality of the service are conformance to specification, value, fitness for use, support and even psychological standard impression. Food should be delivered and served as to be what is promised on the menu. Also, the food should be cooked and prepared properly, to be fresh, clean, and to have exactly the ingredients and flavors that are ordered. Service staff should be neatly dressed and greet customers with a smile; personnel should be experienced and trained to accommodate the customer. Atmosphere is another important area of quality. At Jose’s, keeping with the Mexican themed decor creates the atmosphere for the Mexican prepared dishes.......
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...Jose’s Authentic Mexican is a popular 58-seat restaurant located in the business district of New England. They are known for their great range of traditional Mexican dishes and their Mexican themed interior. Ivan Karetski, a server at Jose’s, has recently noticed that his tips have been declining. Several factors beyond Karetski’s control could be contributing. There is limited free off-street parking, customers have to wait outside for up to 45 minutes to get a seat on Friday and Saturday nights and the cook has been irritable lately due to the poor quality of ingredients delivered to him. A decline in tips suggests a decline in quality. According to Operations Management, quality is generally defined as meeting or exceeding the expectations of customers. These expectations can be fulfilled based on three major components: customer satisfaction, employee involvement and continuous improvement (L. P. Ritzman et al, 2007). Quality is dependent on many factors thus the perception of quality changes depending on the people involved. At Jose’s, the external customers are the diners while the internal customers are the servers, suppliers, hosts, cooks, upper management etc. Quality to the external customer should be defined by their expectations. Some of these expectations include: 1. Ambiance. The decorations, lighting and music should be of Mexican style. 2. Location and accessibility to the restaurant. Ample parking should be available, public transportation should......
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...Problem Statement: Jose’s Mexican restaurant is a small yet popular spot. Lately they have been losing customers and profits due to service issues. In order to improve the restaurant, Jose’s Mexican Restaurant must provide service that is top-notch, in other words fast, efficient, great testing, convenient and heartwarming. What must the restaurant do in order to improve service? Areas for Consideration: [i]Quality at Jose's restaurant should be defined by service, value, reliability of the experience and overall customers' satisfaction. The quality of a product is defined as whether it fulfills its stated specifications. Customer satisfaction should be at the top priority for the restaurant. Customer satisfaction is the measurement of a product or service that meets or exceeds customer's expectations. Therefore, the restaurant should focus on its customers' needs and requirements, and strive to exceed their expectations. ` The factors that affect the quality of the service are conformance to specification, value, fitness for use, support and even psychological standard impression. Food should be delivered and served as to be what is promised on the menu. Also, the food should be cooked and prepared properly, to be fresh, clean, and to have exactly the ingredients and flavors that are ordered. Service staff should be neatly dressed and greet customers with a smile; personnel should be experienced and trained to accommodate the customer. Atmosphere is...
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Jose's Authentic Mexican Restaurant
...Executive Summary Jose’s Authentic Mexican Restaurant noticed that tips that waiters were receving were on a drop off also wait times for meals were also taking 20 minutes instead of the normal 12 minutes during peak hours. Management conducted customer surveys during busy hours and received some unfavorable results. The problem with Jose’s Authentic Mexican Restaurant is their service failures and a lack of a systematic approach to analyzing these services. Without a systematic approach to analyzing processes, Jose’s is dropping off on their services and not meeting customer expectations. In creating a systematic approach for Jose’s the service failures became clear. To solve this problem in the short term, the company needs to redesign their processes by hiring additional cooks as well as making sure that these new processes are implemented on a timely schedule. Long term the company should look into adding a proper waiting area where customers are more comfortable waiting for a table. They should also look into adding a bar where those customers who are waiting for tables can purchase drinks. Description Jose’s Authentic Mexican Restaurant is a small restaurant that seats 58 (Krajewski et al., p. 154). The restaurant is located in New England in a business district that is on the edge of a large city (Krajewski et al., p. 154). They offer a wide variety of traditional Mexican cuisine (Krajewski et al., p. 154). Customers are usually seated immediately......
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