Problem Identification Paper

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Problem Identification

In recent months, there has been a decrease in the revenue at the steakhouse restaurant I am currently overseeing. While the restaurant has been performing well since its opening around a year ago, customers recently have been dissatisfied with their experience. Through asking the customers and reading restaurant review sites like Tripadvisor, we have seen the customers are finding our service to be slow and food to be inconsistent. Many reviews have stated the customer's steaks were cooked incorrectly while others have spoke of the rude staff and slow service. It seems the root cause of a decline in revenue is our inexperienced cooking staff and the attitudes of our servers.

Data Collection
When collecting data, …show more content…
Because the servers will never know if they are serving an actual customer or a secret shopper, they will be more likely to give the customer proper service. This solution is a great way to constantly monitor the servers without taking time out of the manager's day. Likewise, the secret shoppers can also monitor the quality of food coming out of the kitchen. Additionally, the management team has suggested that the restaurant provides additional training for both the cooking staff and the servers. Through this solution the restaurant can keep our current staff, but the staff will learn additional skills that will benefit them in their …show more content…
Because the main focus of the solution is to improve customer's experience in the restaurant, the best way to track the success of the solution is through customer surveys and restaurant review websites. Through these resources, it is easy to see if the solution is improving or worsening the customers experience in the restaurant.
Additionally, at this time the restaurant is achieving the results expected of the solutions. Through the training, the cooking staff has gained skills that have improved their job performance tremendously. Customers are no longer complaining about the quality of their food. Likewise, not only has the secret shoppers evoked the servers to improve their service; they have been a great resource in weeding through the bad employees.
Although the results of the solution have been favorable to the restaurant, there is a backup plan in case the solution does work. If the results were poor, it would be important to go back to the beginning and evaluate the situation. After evaluating the situation, the restaurants next solution would be to replace the employees within the struggling
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