Problem Statement: Jose’s Mexican restaurant is a small yet popular spot. Lately they have been losing customers and profits due to service issues. In order to improve the restaurant, Jose’s Mexican Restaurant must provide service that is top-notch, in other words fast, efficient, great testing, convenient and heartwarming. What must the restaurant do in order to improve service?
Areas for consideration:
Quality at Jose's restaurant should be defined by service, value, reliability of the experience and overall customers' satisfaction. The quality of a product is defined as whether it fulfills its stated specifications. Customer satisfaction should be at the top priority for the restaurant. Customer satisfaction is the…show more content… Will Jose’s customers remember it, or will they be satisfied with the new-one’s service?
All these things must be put into consideration for even an assumed small weaknesses or threat maybe underestimated and can result or turn into a fatal error.
Alternative 2
Use a Six Sigma Improvement Model (DMAIC)
Six sigma, which relies heavily on the principles of TQM is comprehensive and flexible system for achieving, sustaining, and maximizing business success by minimizing defects and variability in processes. Although Six Sigma Improvement Model is a five step procedure that leads to improvement in process performance, the model can be applied to projects involving incremental improvement to process or to project requiring major changes including redesigning an existence process. The following steps comprise the model:
The DMAIC project methodology has five phases: * Define the problem, the voice of the customer, and the project goals, specifically. * Measure key aspects of the current process and collect relevant data. * Analyze the data to investigate and verify cause-and-effect relationships. Determine what the relationships are, and attempt to ensure that all factors have been considered. Seek out root cause of the defect under investigation. * Improve or optimize the current process based upon data analysis using techniques such as design of experiments, poka yoke or mistake proofing, and standard work
