Emma is about to complete her master's degree in hospitality management and is planning to open her Italian restaurant on a busy street in Milan, Italy. After weeks of searching and negotiation, she has finalized the location and is now busy hiring chefs and other restaurant staff.

Emma understands that running a successful restaurant requires a consistent quality experience every single time. She recognizes that such an experience would be a combination of services offered by support staff and consistent quality of dishes prepared by chefs. To ensure such an experience, Emma is making a list of analytical measures that she should use to evaluate performance of her support staff as well as chefs.

1. How should Emma go about this task? What dimensions of quality should she consider for services offered to customers and for preparation of food items? What factors should she consider beyond analytical measures?

2. What quality measures will Emma have to take to ensure that she is using the best ingredients for food preparation in her restaurant?

3. How can Emma ensure that required hygiene levels are adhered to by her employees?

4. Once the restaurant is operational, what should Emma's response be if a customer has a quality complaint? How much do you estimate such a complaint may cost Emma beyond analytical measures?