Case Study 2 - (adapted from Managing for Quality and Performance Excellence, 10th ed. by Evans and Lindsay) Mohammad Al Oraimi, his wife Fatima, and their two daughters were vacationing and visited a popular restaurant, Sur Seafood Specialty Restaurant. The hostess was friendly, and their table location was removed from the general crowd-good for their young children. Mohammad observed that their waiter was incredibly attentive to their needs without seeming like he was hovering. Their water and soft drink glasses were never empty. and they never had to ask for more bread; yet, at the same time, the family felt alone" enough to engage in the most intimate of family conversations. The waiter also paid a lot of attention to Mohammad's young children. He demonstrated grace and patience, and some humor, while waiting on the decision of a 5- year old girl The meal service itself was well-timed. All the dishes came out almost simultaneously. Throughout the course of the evening. their waiter consistently, but not constantly, checked in to see if their needs were met. Later that evening, one of his children complained of stomach pains and vomited. The next morning, Fatima called Sur Seafood Specialty Restaurant not to complain- as her daughter was fine in the morning- but rather to let them know to check their food. During that call, she complimented their waiter. A few days later, she received a call from the restaurant's corporate office. The representative called to thank her and to let her know that they were sending a food inspector to that particular restaurant. Thereafter , she received a call nearly every day updating her on the progress of the inspection. Finally, she was told that the restaurant had received a clean bill of health. A few weeks later, Mohammad and Fatima received a 30 OMR gitt certificate in the mail, even though their daughter's symptoms were probably related to simply overeating! Question: Do you think the organizational culture of Sur Seafood Specialty Restaurant management and staff contributed a great deal to the excellent customer service experience of the Al Orairt family? Explain how. (5 marks) 2 How important is a "Culture of Quality in any organization? Explain. (5 marks) 1