A system study on Beeffalo Restaurant

• Main Authors: Abad, Gabriel Luciano C., Ahorro, Bianca Marie C., Tanghal, Rachelle Rose D.
• Format: text
• Language: English
• Published: Animo Repository 2016
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/12194
• Institution: De La Salle University

In service, specifically restaurants, there are many factors to consider when it comes to customer satisfaction. This include quality of food, waiting time of customers, appearance and ambiance of the place, and many more. For internal factors, this included kitchen inventory, process times, worker satisfaction, and profitability. This study is focused on Beefalo Restaurant and applying tools to identify the problems of their system and how to solve them. Customer expectations was heavily considered as surveys were given out to them before proceeding with finding the main problem and solving them. Using the WOT-SURG analysis, it was found out that the waiting time of customers held the highest weight among their weaknesses. The root causes of that problem were attained using the fishbone diagram. After brainstorming, several solutions were made to be able to reach the standard of both customers and the management. The Kepner Tregoe decision analysis (KTDA) was used to find and analyze the best solutions on solving the problem. After the implementation, another time study was done to measure the new set of waiting time that the customers experience. The results of this study showed improvement in customer waiting time leading to higher customer satisfaction.