A Semi-fine Dine Resto

Project
Our goal is to provide fast
service with courteous attitude
not to compromise our food
quality towards our customers.
 Company Overview
• Semi-fine dine restaurant
• Main brands are chicken and burgers
• We have only one branch
• Our customers has increased its
numbers but the result of delayed
service becomes difficult for us to
handle.
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 Project Initiation
• Problem Statement
– 1 hour delayed service were given to
dine in customers
– Loyal customer begun to switch
brands
– Quality of food was compromised
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 Project Initiation
• Project Description
– Fast Service Project
• Our mission is to retain our current
customers, entice potential customers
and get back the brand switcher
customers by providing full customer
satisfaction
• Duration 3 months
– How?
1.Process review
2.Benchmarking customer complaints
3.Training, seminars and evaluation of
employees
4.Upgrade the system
Process Review
Benchmarking
survey
 Training, Seminars and
Evaluation
• Training
 training Standard Operating
Procedure
• Seminar
 Handling compliants (1 day)
 Effective Management (1 day)
• Evaluation
 Everyone in the operation will be
evaluated (every 6 months)
 Upgrade the System
• Doorman will be eliminated to the
process
• There will be Commissary where the
raw food will be process. Ex. Chicken
will be delivered to the store
marinated already. Ready to fry
• We will acquire 3 printers for kitchen,
beverage section and cashier
• We will be having a waiting list logbook
to minimize complaints and to inform
customer of their waiting time.
Applicable for holidays or expected
Process revision
 Project Monitoring
• Mystery Shopper = to ensure if we
are meeting the required objective
• Reports such as
– Customer feedback consolidated
report (weekly)
– Managers Report (PEPO stands for
People, Equip, Product and Other
concerns)
• Evaluation of employee’s
competency
 Project Control
• Checklist report that consists of food,
service and cleanliness standards
• Briefing before and after operation
– Discuss the target sales, person in charge,
planning operation, preparation, potential
problems that might arise in the operation
and available solution for the problems
that might arise
• Food tasting
– It might lead to delayed service if the food is
not at its desired quality
• Manager’s Monitoring and Controlling during
operation
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 Work Breakdown Structure
Mission

Project Goal
Statement

Objecti
ve
Activit
y
Task