The Second Case ENGLISH 
Case 2 : Jose’s Authentic Mexican Restaurant
Group : Trio
Date : 12/9/2014
Question1 : How should quality be defined in this restaurant?
Jose’s Authentic Mexican Restaurant’s quality is defined by its food quality and customer service, and it has to make its customers be satisfied and happy to come back its restaurant again.
These are its good and bad points about its food and customer service quality.
Good Points
It makes atmosphere that customers can feel and enjoy Mexicanrestaurant.
Cook prepares basic stocks to make and serve order quickly before dinner time.
Waiters care that order is correct or not before serving meals.
Waiters also care about customers, such as asking another drink, and dessert.
Bad Points
Customers need to wait outside, especially Friday and Saturday night because it has only small space for them to wait inside the restaurant, and it does not have reservation system.
Customers sometimes need to wait 45 minutes to enter the restaurant.
Ingredients’ quality is not good. Customers need to wait 20 minutes after ordering meals.
From these good and bad points that I mentionedabove, Jose’s Authentic Mexican Restaurant’s problems are fresh ingredients, waiting for both entering and serving meals especially on Friday and Saturday dinner time. These bad points are enough reasons for Ivan Karetski cannot get much chip as before. Therefore, it needs to improve their food quality and customer services especially on busy time.
To improve quality, restaurant should use Six Sigma at peek time that able restaurant to understand customers’ needs, improve its service process. It also needs to keep its good points, such as waiters who keeps on eye order is correct or not, to satisfy its customers.
Question 2 : What are the restaurants costs of process failures?
The Success key to any restaurants is providing the standard service, quality food and friendly environment. We as a group concluded that the restaurants costs of process failures are mainly
Group : Trio
Date : 12/9/2014
Question1 : How should quality be defined in this restaurant?
Jose’s Authentic Mexican Restaurant’s quality is defined by its food quality and customer service, and it has to make its customers be satisfied and happy to come back its restaurant again.
These are its good and bad points about its food and customer service quality.
Good Points
It makes atmosphere that customers can feel and enjoy Mexicanrestaurant.
Cook prepares basic stocks to make and serve order quickly before dinner time.
Waiters care that order is correct or not before serving meals.
Waiters also care about customers, such as asking another drink, and dessert.
Bad Points
Customers need to wait outside, especially Friday and Saturday night because it has only small space for them to wait inside the restaurant, and it does not have reservation system.
Customers sometimes need to wait 45 minutes to enter the restaurant.
Ingredients’ quality is not good. Customers need to wait 20 minutes after ordering meals.
From these good and bad points that I mentionedabove, Jose’s Authentic Mexican Restaurant’s problems are fresh ingredients, waiting for both entering and serving meals especially on Friday and Saturday dinner time. These bad points are enough reasons for Ivan Karetski cannot get much chip as before. Therefore, it needs to improve their food quality and customer services especially on busy time.
To improve quality, restaurant should use Six Sigma at peek time that able restaurant to understand customers’ needs, improve its service process. It also needs to keep its good points, such as waiters who keeps on eye order is correct or not, to satisfy its customers.
Question 2 : What are the restaurants costs of process failures?
The Success key to any restaurants is providing the standard service, quality food and friendly environment. We as a group concluded that the restaurants costs of process failures are mainly