Business Essentials Chapter 7 Questions 24-27

Continued from page At the beginning of this chapter you read about the operational philosophy of the Cheesecake Factory. Using the information presented in this chapter, you should now be able to answer these questions. QUESTIONS FOR DISCUSSION 7-23. How would you define quality and how is quality mea- sured in the restaurant industry? Are some measure- ments more useful than others? Explain. 7-24. Would you categorize the Cheesecake Factory as a ser- vice provider or a provider of goods, or both? How would your classification affect your quality control decisions? How would it affect the way you approach operations? 7-25. Describe how process flowcharts may be helpful for methods improvement in restaurant operations. What kinds of information would you hope to gain from the flowcharts? 7-26. Identify a major U.S. restaurant chain that has recently received poor quality ratings. Who are its customers, and what are the basic causes that led to declining quality? 7-27. U.S. restaurants must comply with local health regu- lations. The results of periodic inspections have to be posted or published, or both. What actions would you recommend be considered by restaurants to overcome negative perceptions from a less-than satisfactory rating? TELECOMMUTING BOOSTS QUALITY 18 19 OCT 26