Jose's Authentic Mexican Restaurant-Case Study

Topics: Process capability, Process management, Control chart Pages: 6 (1974 words) Published: June 30, 2011
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:
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 another important area of quality. At Jose’s, keeping with the Mexican themed decor creates the atmosphere for the Mexican prepared dishes. The overall establishment should maintain a level of cleanliness. Waiting areas for customers should be clean and comfortable during the peak times when a waiting to be seated is necessary. The service and meals should be dependable and consistent. Food should be prepared with the best available ingredients, and served quickly and correctly. Wait staff should provide prompt service, serving in the time promised, and make the customers feel unique and special. What are the restaurant’s costs of process failures?   – Because of the lack of a waiting area and reservations Jose’s is losing customers that could have been accommodated better. According to the survey conducted an average of 20% of the customers are unsatisfied. Also due to the wait time for the food to be prepared over 30% of the customers are not satisfied. Even a whopping 14% of customers are not happy with how the food tastes, this is maybe due to the ingredients the cook was complaining about. Even the servers have problems a large 12% complained about their servers. When it all comes down to it a whopping 20% of these customers say that the dining experience was not worth the cost. What does this mean? It means that 20% of the customers are not coming back. So as we can see Jose’s Authentic Mexican Restaurant really needs an overhaul. When a process fails to satisfy a customer, the failure is considered a defect. Many companies spend a significance time, effort, and expenses on training

Customer Survey Results

* Jose’s Mexican restaurant is a small 58 seat place
* It offers traditional Mexican food assembled from eight basic stocks (chicken, beans, beef, rice, corn tortillas, flour tortillas, tomatoes and lettuce) * It does not offer anything other than traditional Mexican food * It typically takes 12 minutes to prepare (several meals may be prepared at the same time) during peak times it may take up to 20 minutes * Poor quality of some of the ingredients delivered

* Single Cook
* It is located in a central artery that offers limited free off street parking * It has no separate waiting area
* It does not accept reservations
* Seating is usually immediate except on Fridays and Saturdays when seats of as long as 45 minutes * Mode of payment is cash or major credit cards but no checks

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