THE IMPLEMENTATION OF CONTINUOUS IMPROVEMENT APPROACH TO IMPROVE SERVICE QUALITY AT THE VALLEY BISTRO CAFE BANDUNG

• Main Author: HARMAWAN (NIM : 29108066); Pembimbing: Dr. Ir. Mursyid Hasan Basri, PRAYUDHI
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/16844
• Institution: Institut Teknologi Bandung

Known as one of the best fine-dining restaurant in Bandung city, The Valley Bistro Cafe, as it was said were able to create a remarkable culinary experience through the delivery of service quality in which very able to satisfy its customers. However, unfortunately, the present fact that is happening is telling the other side. What was felt by the customer, The Valley Bistro Cafe are no longer able to deliver the service quality as it was expected before. This issue was marked by plenty number of customers' complaint of their perceived service quality and also the decrease in average seat turn-over rate in which contributes to the decrease in the food and beverage sales as well. <br /> <br /> <br /> In restaurant industry, there are four dimension of service quality that forms the main foundation in determining the level of customer's satisfaction, which are: responsiveness dimension, physical design dimension, food quality dimension, and price dimension. In order to respond the current business issue, the research was started by collecting the customer input of their perception of perceived service quality through the spreading of Walk-through Audit and SERVQUAL questionnaire. By its results, there was a sub-dimension of food quality about the taste of food and beverage that extremely needed to be repaired and its quality improved. The analysis was continued by collecting the information and data needed, evaluating the business process, and implementing few of total quality tools to dig the possible root cause. From the analysis' result there were three following root causes that believed causing the dissatisfying taste of food and beverage: over job-tasked to handle, personal issues, and none or less training and knowledge sharing. <br /> <br /> <br /> One of the useful approach to develop and improve quality so it can meet and exceed the customer's expectation is continuous improvement approach, especially through the application of the ten-steps of problem solving in Plan-Do-Check-Act cycle's approach. To tackle the three existing root causes, the offer of following solutions are: the recruitment of part-time staff in kitchen and purchasing department, the implementation of Kanban card in kitchen department, and the establishment of training and knowledge sharing in kitchen and purchasing department. <br /> <br /> <br /> The solutions that's mentioned before could be implemented in 1 month duration, which forecasted for a minimal costs of IDR 5.775.000. To be certain, with the implementation of these solution along with a strong commitment to self-introspect and always put the effort to be able in delivering the quality which can meet and exceed the customer's expectation, the company will be rewarded with a satisfying return, such as: the decrease of number of customers' complaints, the increase of seat turn-over rate and food and beverage sales, and the most important, to protect the business sustainability of The Valley Bistro Cafe Bandung in the future.