Porcini Pronto: a Case Study

Porcini’s Pronto: Case Study

1. Porcini’s, Inc. has maintained a high quality standard of product and service during their existence. In order to do so, certain operations have been implemented and measured to serve as a constant check and balance of their performance. From the back-end supply chain, they create all of their entrees from scratch. The fresh ingredients and attention to quality all the way through the process, down to their presentation, customers know that they can expect a certain standard of service. In “A Note on Process Analysis,” Sriram Dasu explains that customers are most satisfied when they have a ritual they can expect. Porcini’s management team seems to have an affinity for prototyping & measuring results for certain models before implementing them on the large scale, a very smart tactic. Even before launching the Pronto chain, they set up a test kitchen to decide which menu items could feasibly served on the reduced-menu to facilitate lower pricings, faster speed, but same quality service. On the proposed menu, while most of the food types are still offered, the variety is reduced, most likely depending on what would be easier to supply, prepare and even, consume for lower prices.

This standardization of quality in preparation and taste as served the chain well giving customers a product they can trust. In relation to the customer experience, Porcini’s has developed a method for speeding up the customer experience by implementing technology such as wireless take-out devices and table-service payment terminals. By eliminating steps, not only is the process made quicker, increasing the restaurant’s service capacity, the reduction of step segmentation also enhances the customer’s perception of service time (Dasu). Porcini’s emphasis on “rapid, quality service” can be seen in all operational processes of the company. The full-scale restaurant provides optimal testing grounds for the Pronto concept as they have an established market...