1) Summary: A Summary title with around 12 lines summary of the case.

2) Objective: An Objective title with around 7 lines the objective of the case. 3) Analysis: An Analysis title with around 60 lines case analysis.

4) Recommendations: A Recommendation title with around 7 lines your recommendation.

In analysis section, in addition to your own analysis, provide detailed answer to the three questions at the end of each case. For each question, start with the question number as title (e.g., Question 1)

Jos's Authentic Mexican Restaurant Two bean tacos, a chicken burrito grande, and a side order of Spanish rice, please: ' Nan Karetski called his table's order into the kitchen as he prepared When the diners at the table appear to be substantially finished with customers meant lots of tips and, as a strugging graduate student, the edtra compieted, the server presents the bill and shortly thereafter collects payment.income was greally appreciated. Lately, however, his tips had been declining. Jose's a Medcan food prepared and presented in a tradilional Mexican style. It is located in New England in a mature bushess district on the edga of a large motropolitan area. The ste is adpoent to a central attery and ofters lirilied free ofl-street parking. The The cook has been is busy and by doing some of the food preparation himself. has been irritable lately, complaining of the poor quality of some of cients that have been delivered. Last week, for example, he received lattuce that appeared wited and chicken that was tough and more bone than meat. During peak times, it can take more than 20 minutes to get good meals can be encountered. Because delivered to the table. party is called. Jose's does not take reservations. Karetsid had been shown the results of a customer survey that manage- Atter seating patrons, the host distributes menus and fills glasses with ment conducted last Friday and Saturday during the evening mealtime. The water. If standards are being met, the server assigned to the table greets the patrons within 1 minute of their being seated. The server introduces himself of hersell, announces the dally specials, and takes the beverage orders. After dolivering the beverages, the server takes the meal orders. The menu consists of 23 main entrees assembled from eight basic stocks (chicknn, beef, beans, rice, com tortillas, flour tortillas, tomatoes, and lettuce) and a variety of other ingredients (fruits, vegetables, sauces, herbs, and spices). Before the dining hours begin, the cook prepares the basic stocks so that they can be quickly combined and finished off to complete the requested meals. The typical amount of time needed to complete a meal once it has been ordered is 12 minutes. A good portion of this time is for final cooking, so several meals may be in preparation at the same time. As can be imagined, one of the skills a good cook needs is to be accompanying table shows a summary of the responses. able to schedule production of the varlous meals ordered at a table so that As Karetski carried the tray of drinks to the table, he wondered whether they are ready at approximately the same time. Once all the meals and any side dishes have been completed by the cook, the server checks to see that all meals are correct and pleasing to the eye, corrects any mistakes, QUESTIONS and adds any finishing touches. When everything is in order, the server 1. How should process outcomes and quality be defined at this restaurant? assembles them on a tray and dellvers them to the table. From this point 2. What are the restaurant's costs of process failures? on, the server keeps an eye on the table to detect when any additional 3. Use some of the tools for process analysis to assess the situation service or assistance is needed. at Jose's