Part 1: Case Study "Two bean tacos, a large chicken burrito, and a side order of Spanish rice, please," said Ivan Karetski as he relayed the order from one of his tables to the kitchen as he prepared drinks. requested. The activity was intense. Karetski likes to work this way. Lots of customers means lots of tips, and like any student struggling to support himself and pay for his studies, he greatly appreciates the extra income. However, tips have been on the decline lately. Jos's restaurant occupies a small space with capacity for 58 people, where a reasonably wide variety of Mexican dishes are offered, prepared and presented in the traditional Mexican style. It is located in a mature business district, on the fringes of a large area. Metro is adjacent to a major artery and offers limited off-street parking. The interior decoration of the restaurant promotes the Mexican theme: the walls seem to be made of adobe and are decorated with serapes, the furniture is Mexican Spanish style, and flamenco guitar and Alteman mariachis provide background music. Customers enter the restaurant through a small lobby that leads directly into the dining room, there is no separate waiting area. Upon arrival, visitors are greeted by a hostess who takes them directly to their tables or tells them how long they will have to wait. Jos's clients almost always find a place right away, except on Friday and Saturday nights, when the wait can last up to 45 minutes. As the interior space for those who wait is very limited, the clientele must remain outside the premises while a table is vacated. Jos does not take reservations. Once the patrons have taken their places, he fills their water glasses. According to the rules, the waiter assigned to the table must greet the diners within a minute of being seated. (Because this is a traditional Mexican restaurant, all waiters are male.) The waiter introduces himself, announces the daily specials, and takes down the drinks ordered. After bringing the drinks to the table, the waiter takes down the New England orders. The local hostess distributes the menus and The menu consists of 23 main dishes, prepared with eight basic products (chicken, beef, beans, rice, corn tortillas, flour tortillas, tomatoes and lettuce) and various other ingredients (fruits, vegetables, saisas, herbs and spices) Before meal times, the cook prepares the basic products so that they can be combined and presented quickly when the requested dishes are to be served The typical time required to complete a meal, after ordering, it is 12 minutes. Much of that time is spent on final batches, so several foods can be prepared at the same time. How easy is it to sup oner, one of the qualities of a good cook consists in distributing the sojuauije preparation program of the various dishes ordered by a table, so that they are all ready more or less at the same time, When the cook delivers all the dishes and complements, the waiter checks them to make sure they match the order and are pleasing to the eye, correct any mistakes and add the finishing touches. If everything is in order, he places the food on a tray and brings it to the table. From that moment on, the waiter is on the lookout for the table to attend as soon as any additional service or help is required. When the guests at a table are about to finish the main course, the waiter approaches, asks if he can clear the empty plates and receives them, presents them with the bill and, shortly after, collects the payment. Jos accepts cash and major credit cards, but does not accept checks. Karetski considers that his relationship with the cook is important. Since the latter largely controls the quality of the food, Karetski wants to be on good terms with him. Because of this, he treats it with respect, tries to order the dishes on his order form so that the ones that require the longest preparation time appear first, and makes sure to write clearly to make the orders easier to read. Although this is not part of his job, he helps carry ingredients from the refrigerator to the storage area when the cook is busy, and even prepares some food. The cook has been irritable lately and complains about the poor quality of some ingredients that make him rather wilted lettuce and hard chicken, with more bone than meat. At peak times, it may take more than 20 minutes for ordered food to arrive satisfactorily at a table. Karetski has had the opportunity to see the results of a survey carried out by management among customers in the evening hours, last Friday and Saturday. The following table is a summary of the responses. send. For example, last week you received Customer Survey Results Was your table assigned quickly? Did the waiter serve you well? Did they serve you in a reasonable time? Did you like the food? Do you think the dinner was worth the price he paid for It? la No 13 No 10 Results of SURVEY between clients. Did you got a table quickly? YES 70 Did the waiter treat you well? YES 73 Did they SERVE you en REASONABLE amount of time? YES 58 Did you like the food? YES 72 Do you think the dinner was worth the price he paid for it? YES 67 No 25 No il No 16 PAPET make an evaluation as he canied the tray of duinks to the table, Karetski wondered if the recent drop en tips was due to some factor he alight check. questions 1. MAKE an evaluation/summary of the CASE- 2. How should quality be defined in this Restaurants 3. What are the costs paid by the restaurant for poor quality