One customer service experience that stands out to me is when visiting a new restaurant.
Rebecca Cline
One customer service experience that stands out to me is when visiting a new restaurant. When ordering, it was evident that employee was not well trained in the software used. When the food came out, the burger that was ordered was not cooked to specification (well done), but was raw. When the food issues were reported, the store manager was able to remake the food to specification.
The issues at the restaurant seem to stem from poor operational management. “Operations management is primarily concerned with planning, organizing and supervising in the contexts of production, manufacturing or the provision of service” (Dhoul, 2021, para 2). This situation could have been handled better is the employee taking orders had been provided adequate training. When the knowledge and skills are provided for employees, they are more likely to be more successful at their jobs.
When looking at the second issue of food not being made to specification, the company could adopt quality control initiatives. Total quality management (TQM) should be implemented in the restaurant and would prevent this issue from being repeated. TQM consists of efforts thorough out the organization to “install and make permanent climate where employees continuously improve their ability to provide on demand products and services that customers will find of particular value” (Berman, 2021, para. 1).
Once there are systems in place, it will be apparent where the break down is and correction will be able to be made efficiently.
Resources:
Berman, M. (2021, August 30). Total Quality Management: Principles for continuous improvement. Programming Insider. Retrieved September 14, 2021, from https://programminginsider.com/total-quality-management-principles-for-continuous-improvement/.
Dhoul, T. (2021, April 20). What is operations management? TopMBA.com. Retrieved September 14, 2021, from https://www.topmba.com/mba-programs/what-operations-management#:~:text=Operations%20management%20is%20chiefly%20concerned,outputs%20in%20an%20efficient%20manner.
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