Question

Healthy Hots, a fast-food restaurant that offers heart-healthy food, is experiencing several difficulties with operations. Although customers like the idea of heart-healthy foods, and surveys indicate that customers find the food to be tasty and appealing, business has fallen off in recent weeks. At this point, the restaurant is making a profit. Customers have complained about slow service, and employee turnover is high.

            How can you apply the three principles of total quality management discussed in this module to improve the quality operations of the restaurant? Provide specific and possible solutions.

Answer 1

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Abstract

Let us understand the importance of quality mangement in term of services in Restaurant.

Restaurants’ requires continuous product improvement and the quality customer service where the needs and wants of the customers are constantly met together.
Therefore, to ensure the employees in Restaurants that everyone is responsible for quality in their restaurants. The entire organization of Restaurants has excels in every part of services and products that is crucial for their customers.
In following ways we can apply three principles of total quality management to improve the quality operations of the restaurant

Restaurant should have following mission

"To be in their customer’s top favorite position and the way they provide their food is to inspired their customers who are delight with each customer with quality, cleanliness, value and services"
Restaurants would invite their customers to be part of this winning team and gives every customer an opportunity to grow with the family and striving to give the smiles on their faces of billions of people around the world.

1.Continuous Improvement

The total quality management strategies in Restaurants are product quality improvement, employee training and development that as be places on the way of continuous improvement in all its functions in the organization.
The continuous improvements have fulfilled the needs of the customers according to their desires, wants or requirements and also build its products further competitive as before.
This continuous improvement also contains some other factors like benchmarking a quality standard, employee empowerment and sustain just in time inventory system.

2.Customer Satisfaction

Restaurants should pay more attention on the satisfaction level of their customers. To improve the quality standards, the employees should be well trained and should have continuously learning desire of outperform the results to increase the level of satisfaction of their customers towards their products.
When the quality is improved and the workers are serving the customers is well trained and the overall service environment is improved then there is no room left for customer to fell dis-satisfaction towards the service and food quality

3.Human Resources

Being in part of the pure services and food production divisions, there should be very good strategy for their human resources.
There should be such divisions in Restaurants as such as Training which would provide best opportunities for their own employees who actually need to be provided due to their lack of working skills in the department.
This would help them to achieve its goals efficiently. Separate departments for the marketing which should consist "Marketing experts" as they has to perform marketing analysis and the financing department are consist to the finance experts who would arrange and manage the finance.
There should be Competency Matrix in Restaurants to trains their employees in every department as to enhance the ability and to improve the employee’s skills and also to provide the employees to ensure that they would serve the right product to the right customer on the right time.
This would enable the management to compete with the market and make proper utilization of resources. Ultimately will lead to improve the quality operations of the restaurant

4.Product Quality

The Ingredients and nutrients of the food stuff. Some current nutrient’s quality improvement information is as under:
For people who are concerned about food allergies, Restaurants’ have combined all the allergen information into the ingredient statement for every menu item so that customers can have one current foundation of the information.
The nutrition information is derived to perform the testing in accredited laboratories, published resources, or from the information that is provided from Restaurant’s suppliers.
The nutrition information is based on standard product formulations and serving sizes.
Variation in serving sizes, preparation techniques, product testing and sources of supply, as well as regional and seasonal differences may involve the nutrition values for each product.

5.Training

In the next step of Total Management Quality, Restaurants puts full concentration on its human resources. This objective of training their human resources in Restaurants is to build a balance in the whole working of employees.
Therefore they also try to create a link between the quality of a product and the skills of the employees. In Restaurants almost every employee should be given training.
For an example: a cashier is trained to handle cash, floor manager is practiced against his degree in hotel management. And all the other staff is trained accordingly to their job description in Restaurants.

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