Quality Management Systems And Restaurant Customer Service

Quality heed trunks And eating house Customer ServiceThe purpose of this vignette is to emphasize on how having a Quality Management corpse (QMS) gouge assist eating places to enhance their improvement. This involves creating a QMS for local restaurants based on standards and criteria, that respond to nodes requirements, derived from the ISO 9001 standards.This implies that focusing forget go thru training to learn how to work with the brass, how to implement and how to evaluate the body. Management should then be the ones big(p) training and advice on how to treat guests. Employees volition also go thru trainings and procedures that a restaurant should comply with, in order to be considered a role restaurant.Implementing a QMS is expensive. You leading have to invest in your employees. On the other hand by implementing a QMS can save you money, you have less cost and you can be more productive and efficient.This can make not only restaurants, but also the Island soak up a competitive advantage on others and get economic return.The intention is to make restaurants awargon of this and so help them improve their supporter, satisfy needfully, be more productive and have more motivated employees. Curaao Restaurants friendship (CRA) can be the institute who controls that the restaurants comply with criterias and standards.1.1 BACKGROUND OF THE STUDYAccording to Swiss Tourism Board, from a guests point of view, tourism services are always the product of a whole package of item-by-item services. Like a chain, these services are all linked advance information from a tourer Centre, the journey to the destination, stay in vacation hotel, eating in a restaurant, and lastly the trip home. each(prenominal) individual service leaves its mark on and influences the holiday experience.Also at the level of the individual restaurant, a guest experiences some of thisService welcome, seating, providing information, taking order, eating in the restaurant. These service chains which are particular(prenominal) to customers provide an aid for systematic checking of a restaurants services and adjoines, showing where practical flavour improvements can be made and promoting the introduction of appropriate measures.Providing services and direct contact with customers are exacting tasks because each customer has his peculiar(prenominal) expectations, needs and opinions.On Curacao we have CRS. The Curacao Restaurant Associations (CRA) (http//www.curacaorestaurants.org/cra/index.php) mission is to represent, promote and direct their members and their employees for the improvement of the restaurant and foodservice industry of Curacao, a rapidly growing industry that is becoming the nations second largest employer. We leverage those numbers to get the best pricing and discounts for our members. Helping members succeed and remain profitable is on the fountainhead of the Curacao Restaurant Associations agenda. As they strive to work together with the governmental departments on health, safety, service and education, members of their necktie get inspections and a team consisting of these departments, together with members of the board leave alone on a regular basis, do an assessment of their members so they leading remain accepted as a member. This will guarantee customer visit to these restaurants.An analysis of the situation will be done. An overview and definition of Quality Management System will be leapingn, also why quality is important and what are the characteristics of the system.The service chains will be analyze and used as a tool for tracking down potential critical incidents and lineage good service from them in the shape of in-house quality standards.Furthermore the needs of the customers, employees and employer will be address. To keep an eye on what will be required to satisfy their need and incorporate this in the system and what each customers specific expectations, needs and opinions are.Strate gies and requirements will be presented. The program may include among other topicThe business endingQMS in detailEmployees motivationProductCustomer ServiceCuraao Hospitality Training Foundation will be approached to see if some of the training needed can by integrated in their program.Results of the investigate and interviews carried out will be detailed.In the forth chapter the Restaurants Quality System program will be discussed. Practical tools will be developed to help restaurants managers to tackle quality guidance and taking targeted carry out to optimize service.The QMS will detailed the service chains and provide an aid for systematic checking of a restaurants services and processes, showing where practical quality improvements can be made and promoting the introduction of appropriate measures. Advice and conclusion will be given.1.2 PROBLEM STATEMENTIn which way can a Quality Management System (QMS) enhance customer service in restaurants?1.3 SUB PROBLEM STATEMENTSTo answer the problem statement, the following sub- heads will be addressed during this study1) How can QMS be delimit?2) What are the advantages and disadvantages of QMS?3) What are the aspects for the festering process of a qualitymanagement system for restaurants?4) Will the needs of customers, employer and employees be satisfy?5) How should QMS and the restaurant quality management system beimplemented?1.4 RESEARCH METHODOLOGY1.4.1 OBJECTIVE OF THE STUDYThe objective of this study is to assist restaurants on Curaao to enhance their service. In this study several methods, like interviews, questionnaire, observation and literature will be use to answer the sub problems.1.4.2 SUB PROBLEMSSub problem 1. How can QMS be defined? and 2. What are the advantages and disadvantages of QMS? will be dealt with theoretically. For these sub problems website http//www.praxiom.com/iso-definition.htm, research paper and articles concerning ISO 9001 and QMS will be applied. The methods that will gi ve an explanation of these subjects areCrosby, P.B, (1984) Quality without tears The art of hassle-free management, McGraw-Hill, IncHoyle, D, (2006), ISO 9000 quality systems handbook, Butterworth-Heinemannwww.praxiom.com/iso-definition.htmwww.dti.gov.uk/quality/qmsSub problem 3. What are the aspects for the development process of a quality certification program for restaurants? a Strengths, Weaknesses, Opportunities and Threats (SWOT) analysis will be conducted. The SWOT analysis examines the internal and external environment giving a view of the implementation of a QMS for restaurants regarding.Also at least six restaurants will be observed and judge on the service they are giving. Curaao Quality Foundation and the president Mr. Marugg or Mr. Neuman, the Event Coordinator of Curacao Restaurants Association (CRA) will be approach for information. Some of the questions that will be asked areWhat is the support CRA volunteers their members?How those CRA control the quality service t heir members offer?How does CRA get its members?Why the membership is so low compared to the number of establishment on the Island?The readings that will be used areHair, J.F, (2003), Essentials of Business enquiry Methods, Leyh Publishing, LLCBrink, A, Berndt, A, (2009), Relationship Marketing and Customer Relationship Management, Juta Co LTDHonebein, P.C., Cammarano, R.F., (2005), Creating homemade customershow great customer experiences build great companies, South-Western Educational PubSchieffer, R., (2005), Ten Key Customer Insights Unlocking the opinion of the Market, South-Western Educational Pubwww.cbs.an/establishments/establishments_i5.aspSub problem 4. Will the needs of customers, employer and employees be satisfy?To answer this question surveys among consumer will be conducted regarding the quality service they receive at a restaurant. Also interviews to sales managers and supervisors of restaurants will be conducted. Employees of restaurants will be interviewed to s ee what their needs are.Books on among others on customer service, motivation and quality service will be used. Among othersJagdish N. Shainesh, S., (2001) Customer relationship management emerging concepts, tools, and applications, McGraw-Hill ProfessionalJones, P., Merricks, P., (1994), The management of foodservice operations, Cengage encyclopedism Business pressure levelParsa, H.G., Kwansa, F., (2002), Quick Service Restaurants, Franchising, and Multi-Unit Chain Management, RoutledgeShankar, R., (2009), Process improvement using Six Sigma a DMAIC guide, ASQ Quality PresQuestion can be asked a.o. isWhat are the companys strengths and weaknesses compared to its competition?Are you happy with the service you are providingDo you care about reaction of comments of your customers?Are you happy with your employees?If not what are you doing to improve it?Is the restaurant plan to come with new services?Sub problem 5. How should QMS and the restaurant quality management system be imple mented?In order to answer this sub problem, books on standardization and quality management systems, employee training manuals will be used.Suggestions and guidelines for training for Management and employees will be address. Design of the quality management system will be presented. Reading used isBeecroft, D.G., Duffy, G.L., Moran, J.W., (2001), The Executive Guide to Improvement and Change, ASQ Quality PressJackson, Susan E., Schuler, Randall S, Werner, Steve, (2008), Managing Human Resources, South Western, a part of Cengage LearningLohman, C., et al. (2004) Designing a performance measurement system A case study. European Journal of Operational Research,Martinich, J.S., (2009), Production and Operations Management An Applied innovational Approach, Wiley India Pvt. Ltd.Maskell, B. H. (1991) Performance measurement for world classmanufacturing a model for American companies, Cambridge, Mass.,Productivity Press.1.5 DELIMITATIONSThe study will be conducted among consumers, restaur ants from all sector, restaurants managers/supervisors, restaurants employees and establishment associated to tourism sectors on the Island of Curaao.1.6 THESIS OUTLINEThe structure of this study will be as follow1. IntroductionBackground InformationProblem Statement and Sub ProblemsResearch MethodologyContent ThesisQuality Management System (QMS)IntroductionElements of QMSIntroduction to quality and serviceImportance of qualityMeasuring service qualityCharacteristics of QMS stopping pointCustomers, employee and employers needsIntroductionCustomer and their needsConsumer decision processEmployee and employers needsDefining and measuring service satisfactionConclusionRestaurants Quality Management SystemIntroductionAspect of the Quality systemKey Indicators of the Quality systemProcess development of the Quality management systemRestaurant Quality SystemImplementation, Control and EvaluationConclusionConclusion and RecommendationsBibliographyAppendixesList of tables