Operations Management

Operations Management

Jose’s authentic Mexican Restaurant and Chad’s Creative Concepts case

José’s Authentic Mexican Restaurant

Quality

José’s Authentic Mexican Restaurant is a restaurant which prepares and presents food in a traditional Mexican style. This is a 58-seat restaurant. The restaurant believes that there is a relationship between the quality of the given service/ product and also the customer satisfaction. Total quality management (TQM) is a philosophy that stresses three principles for a high level of process performance and quality. These principles are related to a customer satisfaction, employee involvement, and continuous improvement in performance. Quality can be defined as the term used by customers to describe their general satisfaction with a service or product. The Quality at the José’s restaurant is good but it can be better. The customer at José likes the Mexican foods that are being prepared for them and also they like the attention that are being given to them when they are at the restaurant. The waiters are kind and they have communication skills when dealing with customers. The waiters greets when attending a table of customers and also the waiter feels that his relationship with the cook is important. A cook has largely control of the food that is being made, so if the cook does its job as needed, the customers would be satisfied. The typical amount of time needed to complete a meal once it has been ordered is 12 minutes. But after all there are also some things that are causing that the service tips are declining the last period. The reason why this is occurring is because seating at José’s is usually immediate except for Friday and Saturday nights when waits of as long as 45 minutes can be encountered. To improve the quality at the restaurant there must be something done. The quality will lead to customer satisfaction and customer satisfaction will be reached when the restaurant takes into consideration the value, fitness for...