Question

Let’s assume you were hired by Panera Bread( a restaurant with fast service and healthy options) to restructure how this business operates with the following goals in mind:

1. Increase customer service by decreasing negative comments on customer comment cards
2. Create a physical redesign that increases efficiency for customers and employees, and
3. As a result of the reorganization, increase store overall revenue by 7% in the next year

What model(s) would you use to meet these goals? How would you use what you learned about organizing to manage these changes? What needs to be done first? second? etc. make sure the plan you put in place allows you to meet the goals identified.

Answer 1

In order to decrease negative customer comments on customer comment cards, Panera Bread must provide better customer experience at their restaurant. For providing better customer experience they must make changes in their physical aspects as well as in the revenue aspect. The following are the suggestions for physical redesign and Improvement of overall revenue.

Physical redesign

1. Space between the tables in the restaurant must arrange in a manner that avoids accidental dropping food or uncomfortable customer experience.

2. The restaurant must ensure proper heating, ventilation, and air conditioning.

3. The lighting is an important element that decides restaurant ambiance which will definitely influence customer satisfaction so that Panera Bread restaurant must provide importance to this.

4. The route of waiters from the kitchen to the dining area must be arranged in an uncluttered manner which will improve the efficiency of employees and customer experience.

5.Restaurants are normally a noisy place. So  Panera Bread must use soft furnishing, false ceilings and carpeted floors which absorbs sound.

Improvement of overall revenue

Panera Bread must try to increase the number of regular customers and the restaurant must attract new customers also. In order to Increase store overall revenue, the organization could do the following.

1. Panera Bread restaurant can host private parties or special events at the resturant.that will improve customer footfall.

2. Panera Bread must try to increase the sale of appetizers which results in more food consumption.

3. The food catalog or menu must be arranged in such a way that it highlights the special dishes and beverages of the restaurant. They must also try to discontinue the dishes that do not fetch any orders.

4. Customers can be given a discount or a free item for reaching a specific amount that will create loyal customers for Panera Bread.

6. Online Ordering and doorstep delivery of food must be promoted to improve sales.

7. Social Media can be used to make free promotion for Panera Bread that will reach a wider number of potential customers in a shorter duration.

Proper communication must be made before implementing the changes. Also, proper training must have given to employees for the effective implementation of change plans.