Analytical report on

Improvisation of the University Cafeteria

By:
Habiba Arif (11537)
Mohsin Mehboob (11507)
Hassan Shahid (11527)
Faiza javed (11417)
Shahzaib Khan (11517)

To:
Mr. Mohsin Mubarak
 __________________________________________________
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Contents
1. Executive summary………………………………...…3

1.1 Purpose & Scope……………………………....3

1.2 Findings……………………………………......4
1.3 Recommendations……………………………..4
1.4 Conclusion………………………………….….5
2.0 Question Hierarchy ………..………………....6
3.0 Data collection ………………………………...6
3.1 Technique………………………………..…….6
3.2 Sample …………..……...…………….……….7
4.0 Interviews........... ………………….……….….7
4.1 Interview with owner..............................….......8
4.2 Interview with staff member..............................9
5.0 Observation........................................................10
6.0 Questionnaire.....................................................13
6.1 Evaluation of questionnaire...............................16
 Executive Summary

May 10, 2011.

Superior University,

Lahore.

Subject: Improvisation of the University Cafeteria

Sir

Reference to your directive date May 24, 2011, in which we were asked to
produce a report concerning “improvisation of the university cafeteria.”

Purpose and Scope

The purpose behind this report is know about the issues which are faced by
the students in café. Which problems faced by them and what are the solution for
these problems. We give our recommendation to university management so they
may take corrective action in this regard.

Our main focus is on the food which is served to students, is this hygeinic or
not, are they able to eat or injerious for health. Second thing is the prices of foods
available in the café. Are they expensive, reasonable, affordable or low. Thirdly,
noise pollution because of overcrowding and congested sitting area .

We also visited the café of Superior University to take feedback from

the management. The food quality was average and reasonable but the environment
was not so good. The sitting arrangment was not so well organized.The behaviour
of the café management and waiters were very good and co-operative. The café
management of Superior University is trying to provide their best servies to their
customers.
 Problem Definition

Students spend approximately 2.5 hours a week in Superior cafeteria. Apparently,

most of the students whether they are seniors or juniors are not are not fully
satisfied with the existing cafeteria setup.

Our research attempts to highlight the causes, reasons and concerns of the
students of Evening program with regard to the cafeteria.

Findings
1. Inadequate cafeteria capacity.

2. Unfavorable ambience of the cafeteria.

3. Absence of price and quality control committee.

4. Indiscipline and unethical practices in cafeteria.

5. Sub-standard fast food items at expensive rates.

6. Scattered sitting arrangement.

7. Least courtesy by the cafeteria staff.

8. Absence of storage room.

9. Absence of blowers in the kitchen of cafeteria.

10. To improve eatables quality.

11. Increase the variety of eatables.

12. Controlling the price of eatables.

13. Improve the staff behavior.

. 14. Improvement of enviroment

 16. Betterment of interior decorum

17. Source of entertainment

Recommendations
1. More fans should be installed in cafeteria to make sure that there is no suffocation

2. Cafeteria management should make arrangements to play background music in

the cafeteria so that it may reduce the noise.

3. There should be proper check on the prices and quality of food (specifically fast
food) by the university management.

4. Security cameras should be monitored properly and a team of proctors should

visit the cafeteria on regular basis to make sure that there is no indiscipline
or unethical practices in the cafeteria.

5. Cafeteria management should be fined by the university if they find some sub-
standard food items in the cafeteria and the price list of food items should
get final approval from the university management.

6. Proper passages should be given in the sitting arrangement to make sure the best
utility of seats.

7. Cafeteria staff should be checked by the management of the cafeteria and should
be reminded on regular basis to have a courteous tone with their
customers.

8. University management should provide a room to cafeteria for maintaining their

accounts and management records and that room may also be used for
official meetings of the cafeteria management with their suppliers i.e.
Pepsi, Nestle, etc.

9. University management should also provide a storage room so that cafeteria staff
may not store the drinks and juices in the corners of cafeteria.

10. Blowers should be installed in the kitchen to make sure that there is fine
environment for the chefs and cooks to work.

We have compiled this report to the best of our knowledge and effort. If there is a
point that requires further classification, you may call us anytime convenient to
you
 Conclusion

After taking a deep research on cafeteria, we conclude that cafeteria still lacks
in some areas. Management is trying its level best to improve the standard of
cafeteria but they lack to attain the required level regarding students. Proper
accountability of the cafeteria staff may decrease the complain level. There should
be inclusion of more variety of food items in cafeteria. They should introduce
some healthy foodstuff along with fried items and the quality of eatables should
increase. They should take some serious action to control the prices of food, as
they are very high. Cleanliness should be increased by conducting it twice or even
three times a day. There should be some sort of preventive measures to control the
noise pollution. Therefore, students can enjoy their leisure time and refresh
themselves.
Question Hierarchy

Caf
é
Pro
ble
ms

Q. What are the

problems faced by
Q.What is the standard
evening of services at
students?
cafeteria.

Q.How is the cafeteria environment?

Q.How is the quantity, quality & variety of

food?

Q.How is the sitting arrangement at

cafeteria ?

Q.How is the prices at cafeteria?

Questionnaire
 Data collection
• Technique:

We have employed the following tools/techniques to conducting our

research.

_ Interview

– Survey (Questionnaire)

– Observation

• Sample:

There are approximately 600 students enrolled in Superior University in

evening programs at Kalma Chowk campus. For our research, we drew a sample
size of 10% (approximately 60 respondents) from the above population.

• Sampling Technique:

For our research, we opted for non-probability sampling, or more

specifically, convenience sampling for data collection. To reduce potential bias,
we have selected respondents from different classes/sections/programs of the
university.

Interviews
Interview with the Cafeteria Owner (M.Akram)
Why don’t you make mandatory for your staff to use gloves?
Ans. We have made it mandatory for the kitchen staff to use gloves and I don’t think that
the staff serving the food needs to use gloves.

Do you think that you are selling sub-standard food items at expensive rates?
Ans. I will answer this question by giving you example of ‘biryani’. There were
complaints from students about the quality of ‘biryani’ around a month back and since
then we have improved the quality of stuff use in it and now it costs us Rs.70 per plate
and we are selling it at Rs.65. What I am trying to say is that we are not selling food
items at expensive rates and as far as the standard is concerned, we make sure that we
satisfy the students and we know that very well that we cannot satisfy them by selling
sub-standard food items.

Do you think that there are enough chillers and fans in the cafeteria?
Ans. This is an issue, we brought it into management’s notice a month back, the last
request I made them to remind them about this issue is few days back, and they have
informed me that there would be few more fans installed in the cafeteria within a couple
days. As far as chillers are concerned, we already have 32 tons of cooling system, we are
paying Rs.200, 00 per month for it, and at this time, we cannot bear more.

Do you think that there is enough staff in the cafeteria?

Ans. In all universities, they do not have waiters to take your orders. They have self-
service for all types of food items. In addition, we are following the same pattern.

Do you think that the staff of your cafeteria is courteous with the students?
Ans. Well, I do not think so. They are not as much courteous as we want them to be and
we are taking measures to make sure that they get more courteous with the students. We
have also fired some staff because of this issue.

Does anyone from the university management check the quality of food on regular
basis?
Ans. Yes, sometimes Director Administration of university visits the cafeteria.

Do you think that prices of food items at cafeteria are high?

Ans. I don’t think so that food items at cafeteria are being sold at higher prices. We are
already offering discounted prices to students. We cannot afford more discounted prices.

Why don’t you play some background music in the cafeteria that may result in less
noise?
Ans. Students come here in form of groups and they have so much to talk that they don’t
stop doing it until they leave cafeteria. Therefore, I don’t think background music would
be a good idea but still if you recommend it, we may try it.

Interview with the Cafeteria Crewmember (Mr. Mahmood)

Why don’t you use gloves for serving the food?

Ans. We find it hard to work with gloves.

Do you think that there is enough staff in the cafeteria?

Ans. There is nothing wrong with the staff; we have enough staff to handle the crowd.
The only problem is with the size of cafeteria.

Why you don’t have food items available throughout the day?
Ans. We cook food according to the schedule we receive in the morning from cafeteria
management, which tells us about the expected no. of students coming to university. We
do this to make sure that we do not have to waste any good at the end of day.

Why don’t you have lunch, brunch or dinner hours?

Ans. We do have lunch hours, 12 to 4.

There were complaints regarding ‘Shawarma” that the quality of sauces and salad
used in it are not up to the mark, has the cafeteria management done anything for
that?
Ans. No, we did not receive any complaints but we will try to improve its quality by
using fresh salad and good quality sauces.

Don’t you think that there should be some more workers for equal distribution of
work?
Ans. Yes, I think there should be some more workers for efficient customer handling.

Does someone check the cleanliness of cafeteria and things like that?
Ans. Yes our owner, Mr. Akram checks all this on every Monday and if he finds
someone violating the rules made for these things, the person is fined.

Observation
Shawarma is being prepared without using gloves.

Mess up in sitting area.

Cleaning staff is not paying attention to cleanliness

Pathetic condition of furniture at cafeteria.

Food items are not properly covered.

Cooking staff is not properly dressed up.

 Questionnaire

(Pictures)
Statistical Findings
Environment
Services
Sitting Arrangement
Quality, Quantity and Varity of Food
What kind of food do you take?
How are the prices of food at the cafeteria?
What is the main problem of the cafeteria from your
perspective?

What should Superior cafeteria do for its

improvement in your perspective?
 Evaluation

Environment
– Furnishing : 42% Not So Bad
30% Not planned

– Cleanliness : 47% Neutral

26% Dirty

– Atmosphere : 81% Noisy

Service

-Cleanliness/Behavior of employee: 51% Bad

23% Ok
-Survive standards: 46% Needs improvement
39% Not satisfied
Sitting arrangements/Portion Size

- Should the seats be increased: 83% Yes

-How is the portion size: 46% To small

39% Needs improvement