Jose's Authentic Mexican Restaraunt

Business Brief

The following report provides the results of my findings concerning the results of a recent customer survey. The outcome of the survey revealed that 30 percent of the customers feel as though they were not served in a timely manner. My research indicates that this issue is prominent during peak times (Friday and Saturday evening). Specifically, the chef(s) is unable to produce the finished meal within the 12 minute average. During peak periods, this average increases to 20 minutes.

Background

Jose’s recent conducted a survey of 83 customers. The results of this survey were as follows: 30 percent felt as though they were not served in a timely manner, 19 percent felt as though their dining experience was not worth the cost, 15 percent felt like they were not seated in a timely manner, 13 percent felt as though their food was not enjoyable, and 12 percent felt like the waiter performed poorly. Additionally, during non-peak periods, the restaurant can produce a meal in 12 minutes. However, during peak periods, this time increases to 20 minutes. Recently, Jose’s has experienced a decline in the quality of the food they are receiving from their vendor. For example, they received wilted lettuce and chicken that was tough.

Analysis

Quality at Jose’s can be defined as timely service, reasonably priced food, overall customer satisfaction, and the taste of the food. Therefore, the restaurant must address the issue of the customers not being served in a timely manner. Failure to address this issue will result in a decline of business that will have a negative impact on profit margins. Word-of-mouth advertising is invaluable to an organization and Jose’s restaurant must ensure their customers are speaking highly of their service/product.

My investigation concluded that additional employees could be used during peak periods. Additionally, the poor quality of food received from the vendor is creating rework in the kitchen. In turn, this increases the...