Jose’s Authentic Mexican Restaurant Case Study

Team 4 Corina Vedoy Evan Smith Alli Rinehart Shewina Hassani Bijou Nuakey

Food Plant Management Autumn 2020

Dr. Campanella Osvaldo

 Jose's Authentic Mexican Restaurant
Case study Answers

Q1. How should quality be defined in this restaurant?

Quality at Jose’s Restaurant should be defined by service, value, reliability of the experience and
overall customers’ satisfaction.
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.
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.
Service staff should he neatly dressed and greet customers with a smile; personnel should he
experienced and trained to accommodate the customer.
The chef is irritable lately, with the poor quality ingredients delivered from the external suppliers.
We could use Six Sigma Improvement Model For improving the quality of food at Jose’s Authentic
Mexican Restaurant during peak times.
Six Sigma: is driven by a close understanding of customer needs and diligent attention to managing,
improving, and reinventing business processes. It is a rigorous approach to align processes with the
restaurant target performance measures with low variability.

Q2. What are the restaurant’s costs of poor quality?

The key to any restaurant success is tied to always maintaining a high standard environment,
quality fresh Food and service which in turn makes customers happy and satisfied.

It will make them come back for more and help spread the word which initiates more business
for the restaurant.

Time management -20 minutes to get a good meal during peak hours - customers put that in to
consideration.

Though customers may never see the kitchen, cleanliness, order and high standards in this area
are key to quality control. Storage temperatures should be checked every day. Consistency in
resenting.

The recently delivered poor quality ingredients - ruins the whole meal and does not satisfy the
external customers need.

Enough reasons to why his tips are declining.

Appraisal (decision - making ) costs - the costs of the inspection, testing to ensure the meal is
acceptable
 Prevention costs - costs to identify the cause of the defect, corrective action to eliminate the
causes of failure, training, education, re-preparing the meal, etc.

Internal failure- yield losses which includes: scrap & bad meals that needed to be prepared again

External costs — defect is discovered by customer after receiving their meal; loss of customer
goodwill, handling complaints, a new plate of food, warranty replacements

Q3. Use some of the tools for improving quality to assess the situation at Joe's.

Total quality Management TQM

A management approach to long—term success through customer satisfaction. In a TQM effort, all
members of an organization participate in improving processes, products, services, and the culture
in which they work.

Tools for generating ideas

- Check Sheet
- Scatter Diagram
- Cause and effect Diagram

Tools for organizing data

- Pareto chart
- Flow chart

Tools for Identifying Problems

- Histogram
- Statistical Process Control Chart

Fish bone analysis (Ishikawa Chart):

Cause and effect Diagram
A schematic technique used to discover possible locations of quality problems
Shows the relationship between two measurements: x—aXis and y—axis

- Scatter Diagram shows clusters of related data

Histogram

The height of a histogram rectangle bar is equal to the frequency density of the interval- they are
used to display continuous data that can be measured.

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 k their training