A Tale of Two Restaurants Case Study

A TALE OF TWO RESTAURANTS

Ana Marie Alquilita, Mary Ildelaiza Arcenal, Seth Arcillas,

Sharmaine Gazelle Diaz, Allan Gonzales, Flora Mae Ricaborda,

Mae Velyn Sildora and Jellie Tagalog

University of San Carlos- Downtown Campus

Author’s Note:

This paper was prepared for BA-OM 31 Total Quality Management Summer class 2015,

taught by Mr. Jovenal Marabiles Arnaiz for his 1:30-3:30 pm Monday-Friday schedule.

I. INTRODUCTION

The case entitled “A Tale of Two Restaurants” revolves around two distinct restaurants which were located in the same state. Kelley’s Seafood Restaurant was founded and operated by Tim Kelley for about 15 years ago while Jim’s SteakHouse, which is a family-owned restaurant, was run by Jim himself. The respective owners of the two restaurants share the same vigor in terms of pursuing their business but have some flaws and inadequacies concerning their operations.

Kelley’s Seafood Restaurant focuses mainly on the quality of food and is highly commended for it strives to cater to the special requests of the customers but is struggling to keep up with the operations due to not using a computerized system. It is only concerned with the accumulated satisfaction they get from customers and neglects the employees’ participation, interaction, and teamwork, in which it hinders the process improvement and learning within the organization. The founder has failed to meet his staff regularly that is why there is only a little growth among them within the organization and the probability for improvement is very low since they are not able to deliberate it with each other often. Lastly, Mr. Kelley only concentrates on his employees’ negative behavior and fails to acknowledge their efforts and contributions. His demeanor and negative way of thinking only yields negative results and the operations will be greatly affected.

Jim’s SteakHouse, on the other hand, is much more TQ-focused than the former restaurant. Although not perfect, it manages to...