FAILURE

Lack of Top Management Commitment

The most important factor in the success or failure of Total Quality Management efforts is the
genuineness of the organization's commitment. It plays a vital role for implementing a quality
management system where commitment from top management may be the most critical
factor in the success of any programs. Hence lack of top management commitment affect the
quality management which made the business of PapaRich will fail.

Top management is the backbone of a strong business and decisions and strategies made by
the management can decide the fate of a business well before it gets off the ground. When
people get promoted to management positions because he or she seems like a nice person
or because of family members and not due to their skill merits without proper management
skills or training, it will cause poor management resulting the failure or lost of organizational
productivity, profitability, effective work-place efficiency and employee morale.

Poor management will impact employees and a company's overall operations. When people
from top management have bad management, they will not able to clearly define
performance expectations or follow up with employees about their levels of productivity.
When employees join the company, the management people will not able to deliver a
performance plan with the standards for their positions listed. Without standards operation
procedure, management will face a disciplinary challenge to handle poor work performance.
As a food and beverages industry, the workers will made a food and drink that not have a
constant taste and other attributes. Then it will affect customer satisfaction due to poor
service of a good quality of food and drinks.

When PapaRich have lack of top management commitment,employees may perceive

inequitable treatment of some co-workers that results in favouritism or they do not have
leadership necessary to keep them on task. This situation will affect the service performance
of the workers by unwilling to give their best. As they are no motivation from the top
management, the worker may serve the customer without a proper service by spreads an
atmosphere of dissatisfaction and made a poor presentation of the food and drinks without
follow the standard given. Hence, there are big potential for the customer not have good
experience and cause them not dine anymore. This situation impact a business's ability to
continue operations due to poor quality management from the product and services.
 SUCCESS
Great Facilities Management Service

Success for restaurants starts and ends with the state of their facilities such as ambience,
cleanliness and other important environmental factors. Therefore, the element of success of
PapaRich in Malaysia is also highly dependent on its great facilities services.

Apart from serving good food, customers look for a good overall experience when they visit a
restaurant. PapaRich have a good dining experience where it provided their customer with a
clean environment includes the front and back of the restaurant, restrooms and getting the
best service. It ensures that the wait staff help to enhance the guest experience through being
courteous and maintaining a great attitude. Creating a good impression is very important to
PapaRich and a clean space encourage people to sit and anticipate a great meal. Hence,
people will always make a return visit.

Today, there has been a stunning explosion of food delivery and online ordering services as
we deal with busier lives and seek new ways to eat food without having to dine out. PapaRich
grab this chance by provide delivery services for easy people who needs their food so the
customers can be their regular customer. The food and drink are maintaining their quality by
packaged in a sealed box to ensure the food will serve the customer with a good presentation
like they dine in the restaurant. This is one of services from PapaRich to attract more people
to try PappaRich menu.

The atmosphere can go a long way in determining whether customers keep coming back or
stay away. PapaRich have a great atmosphere to attract more people dining to the restaurant.
It provided a free wifi for all customer since millennials are prone to posting photos of their
food, many business people need to stay connected to the office at all times and parents may
wish to keep their kids entertained while waiting for a table. Through WiFi services, it
contributed to the increase sales. Moreover, PapaRich comfort their customer by create
welcoming ambiance that puts the customers at ease while they have the most fantastic
dining experience. PapaRich have an artistic, modern and fresh interior building design and
furniture that catches people eyes. Hence, undoubtedly contribute to increasing the
productivity of restaurant business and continue successful.