Markovic, Rspor and Segaric (2010, p 181) state that a restaurant business is a demanding business, ad it, terefore, sresses on the provision of high-level customer service and continuous quality improvement. Tere is constant change of peoples’ lifestyles. Tus, cstomers desire new flavours, cmfortable ambience and pleasant memories. Rstaurants that provide high-quality service gain stronger competitive advantage in the current dynamic marketplace. Te issues outlined in Table 1 indicate the quality of ABC’s operational delivery process. Te duration taken between the time a customer orders food to the is delivered to the table is 25 to 45 minutes depending on the types of food a customer orders.
Oe customer complains that when he visited the place with his friends “the waiter did not write down their order and she ended up bringing the wrong order” (www. De to lack of allocation of servers to specific tables, sme tables are unclean at the time the food is delivered. Ceaning items such as napkins are not adequate. AC service qualities do not satisfy the requirement of satisfaction which is be the service quality (Kim et al.
Acording to Wu and Liang (2009, p 591), tere are three main elements: evironmental elements (design, msic, ad lighting), eployees (professional skills, rliability) and customers (interaction with other customers) that determine service encounter in restaurant settings. Te implementation of Lean tools at ABC Restaurant can help in minimising costs and develop a culture of sustainability through Lean. B implementing the Lean approach in the restaurant, AC Restaurant can reduce customer wait for food delivery, iprove the accuracy of orders, ad reduce time paying the bills.
Lan management in the restaurant service industry can be an effective way of managing of assets and inventories. Lan approach is used to eliminate wastes such as unorganised work area, mvement of servers, ad long billing queues. Lan approach uses lean tools such as hoshin kanri, 5, knban charts, ad spaghetti charts to improve operations in a restaurant. Acording to Cudney, Frterer and Dietrich (2010, p 185), Lan principles were first implemented in the food service industry in 1970s. Tese principles have been found contribute to reduction of customer wait times and increase in profits.
Tese benefits lead to the central idea of. ..
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