3. Use some of the tools for process analysis to assess the situation at Jose’s — How should quality defined this restaurant

1. How should quality be defined at this restaurant?

2. What are the restaurant’s costs of process failures?

3. Use some of the tools for process analysis to assess the situation at Jose’s

“Two bean tacos, a chicken burrito grande, and a side order of Spanish rice, please.” Ivan Karestski called his table’s corner into the kitchen as he prepared the beverage orders. Business was brisk. Karestski liked it that way. Lots of customers meant lots of tips and as a struggling graduate student, the extra income was greatly appreciated. Lately however, his tips had been declining.

SOLUTION

The first question, how quality is defined, is designed to get think of defining quality from the perspective of the various players. At a minimum, people should be able to describe the external customers as the patrons (diners) and the internal customer chain as the cook and wait staff. Other expansions may be offered as well (hostess, management, busboys, other kitchen staff, suppliers, community, etc.). A partial list of factors is presented below. To the external customers (the diners), quality is defined by their expectations. The case does not explicitly describe all of the following but much may be inferred based on their experiences with restaurants. The customers can expect any or all of the following:

Location and access (to be in a reasonably safe, aesthetically acceptable location, to be within walking distance, have adequate parking, be served by public or other transportation).

Ambiance. The appearance of the facility should fit its place and purpose.

Appropriate recognition on arrival (greeted by the hostess, apprised of any wait, seated in an acceptable location).

Pleasant and attentive interaction with the wait staff (a greeting shortly after being seated, orders taken when they are ready, well-paced delivery of food items, periodic checks for additional needs, the bill presented when they are ready). Of course, determining the specific desires of each party is a particular challenge that must be met by the waiter. Do they want to speedily complete the meal and be on their way? Or, do they prefer a leisurely paced repast? Is the party in the mood for some light banter from the waiter or do they prefer to be left alone? This may be the quality characteristic over which Ivan has the most control.

Good-tasting food served in an appealing fashion (taste, temperature, portion, presentation). This characteristic, if held constant, is probably most important for first-time patrons. Repeat patrons already know what they are in for.

Conformance to regulatory agency guidelines. If the restaurant is open, it is assumed that it has been inspected and passed by the appropriate regulatory agencies.

Value. The combination of all the preceding when price is factored in.

To the cook, an internal customer, quality is largely related to the work environment.

The raw materials are available when needed, are fresh and tasty, have good appearance, are easy to prepare (perhaps even have some of the nasty tasks already completed—like prepeeled potatoes), and are consistent from purchase to purchase.

The equipment is properly suited for the task, performs reliably (e.g., the oven is always at 350 when the dial is set to 350), is easy to use, and is laid out effectively.

The environment is satisfactory; it is well lit and temperature controlled, coworkers and management offer respect, work load is reasonably level (ideally there is no mealtime rush to contend with), working hours are acceptable, wages and benefits are competitive, salary is paid on time.

To Ivan (also an internal customer), quality also relates to the workplace environment.

The quality of the finished goods (the meals). The meal is the one described in the menu, it is of adequate portion, it is produced in a timely fashion, it tastes good, and it has a pleasant appearance.

The serving equipment is appropriate, functional, and clean. The dishes, cups, glasses, tableware are clean and appropriate for the purpose. The tablecloth and seating area are clean and orderly. The wait station has the appropriate equipment (coffeemaker, ice and water dispenser, etc.)