Quality in the hotel industry is an essential element given that customers are always trying to look for defects and reduced services. The satisfaction of a customer will determine whether they are going to return or not similarly, such a customer will be willing to refer friends to the restaurant if they feel that their expectations were exceeded. The purpose of this assignment is to discuss the use of VOC to define the critical to quality output.
Dear customer
Thank you for giving Larosa the opportunity to serve you better. Please help us by taking a few minutes to inform us about the services received so far. We appreciate your presence and want to make sure we exceed your expectations.
Delegate your assignment to our experts and they will do the rest.
Sincerely T. D. Hughes, CEO
Overall, I am delighted with the way Larossa is performing in the industry
Strongly disagree
Somewhat disagree
Neither agree nor disagree
Somewhat Agree
Strongly Agree
| Strongly disagree | Somewhat disagree | Neither agree nor disagree |
Somewhat Agree |
Strongly Agree |
|
| I am satisfied with the cleanliness of the restrooms. | |||||
| I am satisfied with the prompt service receive at Larossa. | |||||
| I am satisfied with the temperature of the food and drinks served | |||||
| I am satisfied with the freshness of the food. | |||||
| I am satisfied by the efforts of the restaurant to meet the unique needs of the adult guests and families. | |||||
| I am satisfied that the restaurant is exceeding service expectations. | |||||
| The restaurant has an easy to read and understand the menu. | |||||
| The restaurant has caring staff. |
The rationale for the eight questions was based on the prioritized customer requirements and thus has an issue that captures each condition been appropriate. By answering each question correctly, the customer would have dealt with the various aspects both internal and external to the restaurant.
VOC to CTQs
In the first question, the characteristic is the cleanliness of the kitchen. This can be measured by how clean the washrooms are. To achieve a clean kitchen, the restrooms must be sparkling clean with no stains odor. Five minutes intervals will be used as specification limits in which case they must be attended by a cleaner. The defect rates are expected at the lowest levels possible.
The characteristics of prompt service include being served in the shortest time possible and with the right order and correct quantity. The delays in customer service and receiving the proper request will be used as the metric. The time takes to serve one customer assuming there are no variations in this case; the customer should be served in five minutes or less. The specification limit for prompt service should be six minutes. In the worst case scenario, the customer should not take more than seven minutes (Abukhalifeh & Som, 2012).
In the determination of the food and drink temperature, the customer should just receive food that is neither nor too hot. Similarly, drinks should not be extreme as far as temperature is concerned. The target values should be foods and beverages that are in such a condition that allows the customer to eat or drink comfortably. The restaurant should put into place mechanism that ensures that everything is just in order. Any variations should be eliminated by all means. There should no be defects or complaints from the customers (Abukhalifeh & Som, 2012).
The freshness of the food as a characteristic is paramount for the restaurant. The food should be freshly cooked and served with any leftovers being disposed of appropriately. The ingredients for preparing fooo0d should also be fresh all the time. No allowable limits of defects are accepted in the preparation of food. Everything has to be made according to the customer specification (Abukhalifeh & Som, 2012).
Meeting the needs of the guest and adult customers implies that the restaurant welcomes the guests and directs them to their seats. On adult customers, several issues must be considered including their privacy, space, and level of service which should reflect their needs. The target is to welcome all the customers into the restaurant in a polite way, greet them and direct them to available spaces in the restaurants. No special treatment will be given to some of the customers. Such acts should only be advanced to the customers to make them feel comfortable. At the instance, no defects are allowed in the products (Abukhalifeh & Som, 2012).
Exceeding service expectations is characterized by services that are more than what was expected of the customer. Customer satisfaction is determined regarding the speed of service, the food, its freshness, reception and cleanliness of the kitchen. The customer should be satisfied not only with the food but also the ambiance and other services offered by the restaurant. The restaurant will strive to exceed the expectations of the customer always. The bare minimum, therefore, is to achieve satisfactory status (Abukhalifeh & Som, 2012).
An easy to read and understand menu is desired by the customers every time. It should be in a language that is recognized by the customers the layout of the menu should also be attractive and appealing to the customers. The names should be legible for all customers. The menu should be simple yet engage to the reader. It should incorporate graphics and other attractive attributes. Lastly, the staff should be aware of their responsibilities and how to meet and exceed customer expectations (Abukhalifeh & Som, 2012).
Based on the eight criteria points that LaRosa has identified, there are high chances that the restaurant is targeting middle class to the high-class market segment. In such a market, the family, and privacy are desired yet the restaurant has some space to allow the kid pick toys that they can play with as they wait to be served. The age group for t6he target market is late youths and adults. In it6s design, the restaurant will incorporate some features that are attractive to the target audience while including private rooms for family meetings (Pusporini, Abhary & Luong, 2013).
By adopting the new design and changing its operations, the restaurant will be able to meet and exceed the needs of its customers. Building quality in its processes will help in enhancing quality service in the restaurant leading to repeat purchases. Lastly, the restaurant will be able to address quality issues as they arise.
References
Abukhalifeh, A. N., & Som, A. P. (2012). Service Quality Management in Hotel Industry: A Conceptual Framework for Food and Beverage Departments. International Journal of Business and Management, 7 (14). doi:10.5539/ijbm.v7n14p135
Pusporini, P., Abhary, K., & Luong, L. (2013). Development of Environmental Performance Model Using Design for Six Sigma (DFSS). International Journal of Materials, Mechanics and Manufacturing, 102-106. doi:10.7763/ijmmm.2013.v1.22
