Olive Garden Service Blueprint

Topics: Human resources, Olive Garden Pages: 6 (1585 words) Published: March 22, 2011
Olive Garden|
Service Blueprint|
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3/22/2011|
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Chelsea Adams Melissa Perry Supinya Tasanaroungrong Jason Vigil Ryan Wieczorek Author names

= Potential Bottlenecks/
Problems

Long Wait
Wrong Check
Unsatisfactory Food/Drinks

Food
Receive Drinks
Take Order
Olive Garden
Service Blueprint
POS System
Cook Food
Prepare drinks
Waiting List
Receive food order
Process bill
Deliver food
Deliver Drinks
Take to table
Take customer name
Greet Customer
(Invisible)
(Visible)
Get bill
Pay bill
Leave Restaurant
Receive food
Eat

Order drinks and food
Sit at table
Sit and wait
Put name on wait list
Walk In
Arrive at Olive Garden
Bill
Hostess Stand
Entry way
Parking
Restaurant Interior
Food
Food Appearance
Drinks
Menu
Table or booth
Waiting Area
Other customers waiting
Host/Hostess Stand
Entry Way
Interior Design
Restaurant exterior
Parking lot
Support Processes
Contact Person
Customer
Physical
Evidence

We chose Olive Garden restaurant to do our service blueprint on. There were various factors that helped us make our decision. The first factor was that it was a restaurant and we believe that restaurants have more key “wow points” than hotels. Also, the mood and emotions of the guest can be more easily influenced at restaurants. By constructing a service blueprint, we are able to understand exactly what the customer wants and how every point in their visit can be influenced by the staff, management, and restaurant operation. Another big factor in making our decision about choosing Olive Garden was the amount of evidence and information available to us regarding the restaurant. A larger operation, such as McDonalds or Denny’s would have an enormous amount of information available. But, by choosing a restaurant with larger amounts of information, the information would become lost in translation. There would so much information available, which would most likely not be consistent with what we wanted. There is an Olive Garden close to all of our houses, so we found it beneficial to pay a visit to the establishment to draw up other information. A third factor for choosing Olive Garden was its reputation. It is known for its food and its service, and we thought that we could conclude evidence that would show us why this restaurant is so popular. Everybody knows Olive Garden and the majority of people, who know it, love it.

The three key factors about the Physical Evidence are: Host/Hostess stand, menu, and food/food appearance. The host stand is the first thing that the guest sees when coming to the restaurant. You must make sure that the host stand is properly organized and ready to take reservations and names. The guest wants to be sat in a timely manner and if they are quoted a 20-minute wait-time, they don’t want to have to wait thirty minutes. You must also hire very friendly people for the host stand. They are the biggest impact on starting the guest experience. If you have a very negative host, it could lead to the customer having a negative experience. The host has the ability to sway the emotions of the guest. The menu is the second biggest key to physical evidence. Customers who dine at Olive Garden want variety. The customers also want consistency. Some of your guest always wants to try something new and the others get the same thing every time they dine at the restaurant. The menu must be consistent with all Olive Gardens and it also must have an evolving factor about it. The third factor is the food and the food appearance. The food appearance must be good enough to the corporate standards of the company. Most of their guests have been to a different Olive Garden before. If they are the guests that always gets the same menu item every time, they want to make sure that the food tastes and looks the same as before. The food must also be quality food. This means that the food must be able to please...
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