Select two fast food restaurants and evaluate them in terms of service quality.
ID: 372460 • Letter: S
Question
Select two fast food restaurants and evaluate them in terms of service quality. Suggest ways to improve the service quality.
Evaluate the two fast-food restaurants you selected in Part 1 of this discussion in terms of the “Seven QC tools”. Determine the top three QC tools that tend to be most valuable to business owners. Explain your rationale.
Seven QC Tools – Following are the seven QC tools as below,
Check sheet
Control Chart
Histogram
Pareto Chart
Scatter Diagram
Stratification
Cause & Effect Diagram
Explanation / Answer
Answer
Following two restaurants are compared for their service levels. They are evaluated in term of their service quality based on following factors, which are ranked in the scale of 1 to 10.The restaurant with highest ranking is better and the restaurant with lower ranking is fewer than the other one.
Ways to Improve the Quality – For both the restaurants, they need to focus and improve the low rating points. They need to improve on the factors in such a way that the consumer can provide them the ranking close to 9 or 10. So lower the ranking more improvements are needed. Both the restaurants need to work on the low rating factors, as mentioned in the below comparison table.
Seven QC Tools – Following are the seven QC tools as below,
Check sheet
Control Chart
Histogram
Pareto Chart
Scatter Diagram
Stratification
Cause & Effect Diagram
These QC tools can be applied for evaluating the restaurants. We can evaluate the restaurants if they are using the check sheet for customer requests, control charts for their lead times, histogram for their lead time & response times, Pareto charts for prioritizing their problems and prioritizing the food items etc. Scatter diagram for understanding the behavior of factor in the service level of the restaurant. Cause and effect diagram helps to understand the key contributor in low service levels.
Top three QC tools that will be most suitable for the owner as below. These tools will help them to make a check sheet for their routine help and pareto will help for prioritizing issues and routine actions. The cause and effect diagram will help for resolving their routine issues.
Pareto Chart
Check sheet
Cause and Effect Diagram
Restaurant Features
Importance
Restaurant A
Restaurant B
1. Cost of fast food items
10
9
7
2. Seating Facility
6
7
9
3. Ordering time
8
9
6
4. Response Time
9
9
6
5. Manners & Etiquettes
7
6
7
6. Discounts on items
5
6
3
7. Comfort level of consumers
7
7
5
8. Packaging Standards
7
6
7
9. Market Reliability
5
7
4
10. Arrangement of new food items
5
8
5
Total
523
419
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