Five
Minute Catering Problem
Last week, I visited a club for a casual meal with a
friend who is a Human Resources Consultant. We did not have much time
to spare, but spent most of it waiting to get our meals.
Give me 5 minutes in this
place and I’ll sort them out he
said.
You are the manager. Where and what is/are your problem/s? What are
your ideas?
A Customer
Survey carried out recently showed the
following results:
200 responses - 90% return rate Scale of 1-5 where 5 = excellent
Averages as
follows:
Food quality [freshness, appearance, taste] 3.5
Food selection [variety, special needs] 4.1
Environment [noise, lighting, cleanliness] 3.3
Efficiency of service [time spent before eating]
1.9
|
Number of People in Each Category |
|
|
|||
|
|
|
|
|
|
|
|
|
Very Poor |
|
|
|
Excellent |
|
|
1 |
2 |
3 |
4 |
5 |
|
Quality |
|
15 |
80 |
70 |
30 |
|
Selection |
6 |
10 |
26 |
95 |
63 |
|
Environment |
11 |
16 |
95 |
53 |
25 |
|
Efficiency |
66 |
93 |
31 |
8 |
2 |
Layout of Restaurant
Procedure
1. People enter, join the queue and proceed past
the servery to the cashier.
2. They state what they want, and she writes it on a chit and
collects money.
3. They give a table number and she writes it on chit - if no table,
she looks around and gives them one.
4. Chit is placed on a spike - chefs collect and make up the
dishes.
5. Made up dishes with chit placed in collection area.
6. Servers pick up dishes and take to tables. They also collect empty
dishes.