Jose’s Authentic Mexican Restaurant

Name: Cheyenne Stroshine

Case Study Title:  Jose’s Authentic Mexican Restaurant

Question #1

Eternal customers- when customers come to Jose’s Authentic Mexican Restaurant, their time and money should be worth it. Factors such as price of the food and drinks, quality of the food, cleanliness of the restaurant, and the wait time will influence the customers over all experience.  Customer satisfaction is the measurement of the restaurants products and services and it must meet or exceed the customer’s expectations.

Internal customers:

• Cook- As mentioned in the case, the quality of products delivered to the restaurant has been going down. Low quality inputs will produce lower quality out puts and negatively affecting the meals and customer satisfaction. Working in a clean work environment and having order being placed in an orderly way will help influence better outcomes and quality.
• Waiter- In order to start off the interactions with the customers as a positive one, they should be seated as promptly as possible. Other factors such as good quality meals, correct meals, and popular working locations will also be able to influence the waiter’s processes in a positive way.
• Manager- factors such as reviews, employee turnover, and the restaurant’s reputation can also influence the processes and outcomes of the restaurant.

Question #2

Eternal customers- a satisfactory customer experience is end goal for the employees of Jose’s restaurant.  An unsatisfactory experience, influenced by factors such as wait time, service, and food, will cause customers to leave disappointed. This would be a huge cost to the restaurant considering most customers who leave unhappy normally do not go back.

Internal customers:

• Cook- from the cook the biggest cost to the restaurant would be the poor ingredients used to make meals. If the cook isn’t happy with meals he is producing then this can lead to a bad cook and a bad customer experience.
• Waiter- The waiter might have the biggest immediate impact from process failures. Factors that are uncontrollable by the waiter such as wait time, meal quality, and cost and influence the tips the waiter receives.
• Manager- process failures from the employees within the restaurant will cause large costs for the company. For management their costs would be fewer customers and a bad reputation.

Question #3

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Based on the Pareto Chart, waiter satisfactory is the most important issue that should be addressed first. Of course all of Jose’s Authentic Mexican Restaurant’s processes are important, but poor service from the waiters can negatively affect the rest of the restaurant processes. Poor waiter service can influence the experience each and every customer has at the restaurant. The customer survey taken showed results of customer’s feeling as though they waited to long to be seated.  There are multiple things that could be improved based on the customer survey and the Pareto Chart, but starting with satisfactory waiter service would be the most beneficial place to start.