Based on what I received last week, I was told that you are experiencing an increase in customer complaints. Your biggest complaint is wait time. This is not good, this means customers have to wait for their food when your mission is to provide fast service in a friendly atmosphere. Mr..Encumber, having too many f these complaints can put a tamper on profits and customer loyalty. You want to keep your customers happy or else you will fail and lose your business. Your customers are what drive your business, without them you will suffer.
Was told you recently gained a 35% increase in sales and a 40% increase in customer traffic. Do you want to keep this increase going or not? Even though your competition is gone for now, you never know what might enter the market. You must constantly update your menu/food and make your customers happy.
Your restaurant was built around the idea of fast, gig quality food, and a friendly atmosphere. Based on the information received your restaurant is none of the above. We need to fix certain issues, especially quality control in order to get this restaurant back on track again. It’s get started with a simple SOOT analysis on your restaurant.
You will be able to see your strengths, weaknesses, opportunities, and threats. SOOT ANALYSIS: Strengths Fast service Competitively priced High quality food Friendly atmosphere Weaknesses Multiple customer complaints Drive-thru window struggles Customer service is poor OpportunitiesIncrease in restaurant traffic Increase in sales Ta regret market new customers The rats New competition Customer tastes/preferences PROBLEM IDENTIFICATION: Mentioned earlier, the biggest complaint you have is the wait time at the drive-thru window. You also have other complaints such as missing items from order, rude employees, cold food, hair and egg shells in sandwiches. Wait time and missing items are mainly what customers are complaining about. We need to figure out why orders are missing items and why they are taking so long. Maybe your employees are slacking or are just simply lazy.We deed to figure out your restaurant’s quality control because it will measure output relative to the standard output. Two ways in order to conduct these results will be to create a range and mean chart.
ANALYSIS OF RANGE AND MEAN CHARTS: Based off the data you sent me, a mean and range control chart were created in order to show how efficient your restaurant is doing. To create a mean chart, first take the average of each sample, then We need to find the average of all the calculated average samples. Once you find these averages they will determine the CUL and LLC. These two terms represent upper and rower control limits.
We need these factors in order to see if your process is in control. If your process happens to be outside either the CUL or LLC, you need to examine and correct what is going on at the restaurant. The range control chart determines the variability of the process. To create a range chart, first take the range sample set and the averages of those ranges, than analyze the CUL and LLC. This will determine if the process is in control. Like always, if the process is above or below these limits, corrections needs to take place. As you can see in the mean chart above, Encumber Inc.
S service process is not good.The process is above the CUL Mentioned earlier, anything above the control limits needs corrections. In day 1 through 9 the service time was fine, but day 10 an increase in service time occurred above the average service time. Day 12 is when the service time went berserk.
You begin to see the service time increase above the LLC. Perhaps, a less skilled worker was working that day or your employees were just being slow. In day 14, the service time begins to decrease, but increases in day 15. If I were you, I would see what employees were working the last five days and see what is wrong tit them or maybe retrain or fire.
You had no problem in days 1 through 9, maybe put less skilled workers with the workers who are efficient. They can give tips and show them how to work faster and more productive. These simple mistakes can ruin your business. You want to fix the mistakes in order to be successful. In the chart above, the range control chart only experienced an increase of wait times in day 9 through 10. It than decreased in day 1 1. The range began to rise, but stayed in the control limits. As long as the range doesn’t exceed the control limits, your workers are doing fine.
Along with a mean and range control chart, did a Parent analysis in order to classify problems accordingly. PARENT ANALYSIS: A parent chart is used for classifying problems based on the degree of importance. It puts the biggest problem first and the least problem last. In your case, wait time and missing items go first because they have the largest number of complaints. You need to focus your attention on these two issues because that is what customers are angry about. Fix those problems, and you should increase customer satisfaction and loyalty. You may even keep the increase of sales.
In the chart above, you can see the 6 main complaints aimed at your restaurant. Wait time is the largest of the 6. In order to correct this problem, you must train your employees to work efficiently as a whole. Work gets done faster in teamwork. Train them to work together in order to produce meals faster.
As a manager, you should have team building work exercises that will help your employees work together in the future. The second largest complaint is missing items. In order to correct this problem, you must constantly train/prep your employees to make sure every order is complete, tit proper food items, napkins, condiments, and utensils.Have a checklist before sending out orders.
This way you know what needs to go in each bag. The third biggest complaint was rude employees. In order to fix this problem, you should punish those who are rude. Have secret shoppers come in and have them evaluate your employees behavior. If they don’t exceed your expectations either fire them or have them get retrained. For the other complaints have weekly meetings or schedule retraining programs every month employees.
By doing these methods, you should fix the issues at your restaurant.