OPMT 3306: Quality Management Systems Assignment Case Study: Jose's Mexican Restaurant -Two bean tacos, a chicken burrito grande, and a side restaurant, all its waitstaff are male.) The waiter intro- order of Spanish rice, please, Ivan Karetski called his table's order into the kitchen as he prepared the beverage beverage orders. After delivering the beverages, the waiter duces himself, announces the daily special, and takes the orders, Business was brisk. Karetski liked it that way. Lots takes the meal orders. of customers meant lots of tips and, as a struggling gradu. The menu consists of 23 main entrees which are ate student, the extra income was greatly appreciated. assembled from eight basic stocks chicken, beef, beans, Lately, however, his tips had been declining. rice, corn tortillas, flour tortillas, tomatoes, and lettuce Jose's is a small, 58-seat restaurant that offers a reason and a variety of other ingredients fruits, vegetables, ably broad range of Mexican food prepared and presented sauces, herbs, and spices). Before the dining hours begin, in a traditional Mexican style. It is located in New the cook prepares the basic stocks so that they can be England in a mature business district on the edge of a large quickly combined and finished off to complete the metropolitan area. The site is adjacent to a central artery requested meals. The typical amount of time needed to and offers limited free off-street parking The restaurant's complete a meal once it has been ordered in 12 minutes interior decoration promotes the Mexican theme: The A good portion of this time is for final cooking. so se walls appear to be made of adobe and are draped with ser eral meals may be in preparation at the same time. As can apes, the furniture is Spanish-Mexican style, and flamenco be imagined, one of the skills a good cook seeds is to be guitar and mariachi alternate as background music. able to schedule production of the various meals ordered Patrons enter the restaurant through a small vestibule at a table so that they are ready at approximately the that opens directly into the dining area, there is no separate same time. Once all the meals and any side dishes have waiting area. Upon arrival, patrons are grected by a bostess been completed by the cook, the waiter checks to see that and either seated directly or apprised of the expected wait all meals are correct and pleasing to the eye, correct any Seating a fost is usually immediate except for Friday and mistakes, and add any finishing touches. When every Saturday night when waits of as long as 45 minutes can be thing is in ordet, he assembles them on a tray and delivers Countered. Because space inside for waiting a very lim. them to the table. From this point on, the waiter keeps an ired, patrons must remain outside until their party in called eye on the table to detect when any additional service of Jose do not take reservations is det After scoring patrons, the hostes distributes menus and When the diners at the table appear to be substantial fills desses with water. It standards are being met, the Finished with their main meal, the waiter approaches waiter goed to the table sets the patrons within the asks if he can dear away any dishes, and take any minute of their being scared Being a traditional Mexican quote for dessert or coffee. When the entire calhas Continued on page 2 ofo a CUSTOMER SURVEY RESULTS Yes 70 Yes 73 No 13 No 10 Were you sented promptly? Was your waiter satisfactory? Were you served in a reasonable time? Was your food enjoyable? Was your dining experience worth the cost? Yes 58 Yes 72 No 25 No 11 Yes 67 No 15 been completed, the waiter presents the bill and shortly thereafter collects payment. Jose's accepts cash or major credit card but no checks. Karetski feels that his relationship with the cook is important. As the cook largely controls the quality of the food, Karetski wants to stay on good terms with him. He treats the cook with respect, tries to place the items on his order slip in the sequence of longest preparation time, and makes sure to write clearly so that the orders are casy to read. Although it is not his job, he helps out by fetching food stocks from the refrigerator or the storage area when the cook is busy and by doing some of the food prepara tion himself. The cook has been irritable lately, complain- ing of the poor quality of some of the ingredients that have been delivered. Last week, for example, he received lettuce that appeared wilted and chicken that was tough and more bone than meat. During peak times, it can take more than 20 minutes to get good meals delivered to the table. Kareeski had been shown the results of a customer ser- Vey that management conducted last Friday and Saturday during the evening mealtime. The following table shows a summary of the responses As Karetski carried the tray of drinks to the table, he won dered whether the recent falloft in tips was due to anything that he could control. Source: This case was prepared by Larry Meile, Boston Cole bal frecemos Grading Criteria: 4.1 Understanding the Organization and its context 4.2 Understanding the needs and expectations of interested parties 5.2 Quality Policy 6.1 Actions to address risks and opportunities 6.2 Quality objectives and planning to achieve them 9.1.2 Customer Satisfaction Recommendations . 15% 10% 10% 15% 15% 10% 25% . . Grand Total 100%