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Quality Improvement of an Organization

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Select a process in your organization that needs improvement and prepare a paper in which you address the following deliverables:

1. A description of the chosen process

2. An "As-Is" flow chart of the process to be analyzed.

3. Describe the relationship of the process to the organization's strategic plan.

4. Identify the internal and external customers that are currently impacted by the process that would benefit from the process improvement.

5. Identify the most appropriate Quality Management tool that can be used to collect and present data on the process improvement changes

6. Utilize your selected quality tool to analyze your process and identify process improvement opportunities.

7. Estimate the level of improvement that could be realized and the value of implementing this process improvement.

Use at least 2 references.

The organization that I am analyzing for this paper is a small bar/restaurant. The process for improvement is the quality of service that the customers receive, including being greeted upon arrival, timely delivery of food and drinks, friendly staff and good quality food. The overall customer experience should reach optimal satisfaction. I believe the most appropriate quality management tool would be to implement the Just in Time (JIT) strategy into the organization. Thanks.

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The response addresses the queries posted in 1328 words with references.

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The response addresses the queries posted in 1328 words with references.

//Before writing about the flow chart and relationship of the process of the Organization with Organizational Strategic Plans; we have to first, write about the process of the Organization. I am choosing restaurant and the quality process for the purpose. You are free to use any other Organization or the process to understand the concept.\

Quality of Services in Restaurant

Quality of services plays a crucial role in a restaurant because restaurant is a part of hospitality industry. The service quality highly depends on the people or employees of the restaurant, as it is the people who offer hospitality and care to customers. They can in fact be a source of achieving competitive advantage over competitors. This process reduces the idle time and results in timely delivery of services. The service quality process of a restaurant contains three groups: customer, workers, and managers or owner. The service process at the restaurant is complex because of the direct involvement of customers and workers.

The process of quality services starts from the entry of customer in the restaurant. First of all, the restaurant staff greets the customers on their arrival. The friendly environment of the restaurant attracts the customers to visit again. The next step in the service process involves getting order from the customer. One of the major parts of this process is the Production of Food. Hygiene and Taste, etc. are some of the elements, which are focused by the restaurant management, in order to prepare the food. The prepared food is served to the customers. This part is also important because here the interaction between customer and service quality takes place.

The last part of the service process at the restaurant is payment. This facility to the customers is provided, on table. The management and rest of the staff members collectively perform all the activities to create the feeling of satisfaction among the customers. The environment of the restaurant, mood and behavior of the staff members and demography of the targeted customers are the major variables related to the quality delivery of the ...

Solution provided by:
Ashish Sharma, MBA (IP)
Education
  • MBA (IP), International Center for Internationa Business
  • BBA, University of Rajasthan
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