case study 3 ( listening)

d, d the cafeteria staff's view of Questions 1. Develop a problem statement. 2. Characterize the manager's management style and the cafeteris their role in serving the cafeteria's patrons. 3. How is customer satisfaction factored into efforts to improve perform ve performance 4. Develop three solutions to solve the kind of problem that Billy and Bu had. Case Study 3 Listening ria line dhasamyou by and Bobbie are retired and th e n to the nearby hospital cafeteria for the noon meal. The cafeteria is has a variety of healthy food choices, and is reasonably priced. At the end of the cafeteria line is a table that has condiments, paper na kins, and plastic silverware for toddition there is a toaster on the table. Bobbie likes her bread toasted and has yeessad dissatisfaction with the toaster of several months The fouster heats the bread, but it isn't bot enough, so the bread dries out instead of being fodsled. Billy mentioned the toaster problem to the cafeteria cashier and other cateteria stail on several occasions. The staff was always polite and promised to tell management about the toaster. Nothing changed, however. Finally, Billy's patience reached its limit, and he asked to see the cafeteria manager. The manager met Billy and Bobbie in the cafeteria. She seemed sur prised to learn about the toaster problem but thanked Billy and promised action. In less than a week, a new commercial-grade toaster appeared on the condiment table. The next time Billy and Bobbie came to the cafeteria, several of the staff came to their table and told them how pleased they were that management had replaced the old toaster. They said that other patrony had complained about the toaster, too. The staff members said that despite their telling the manager about the problem numerous times, no action had been taken. They were frustrate at it had taken so long to correct the problem with the toaster. Questions