Quality Management Systems And Restaurant Customer Service

gauge charge Systems And Restaurant node overhaul of processThe purpose of this sphere is to emphasize on how having a timberland Management System (QMS) net assist restaurants to enhance their assistants. This involves creating a QMS for local restaurants based on standards and criteria, that respond to customers requirements, derived from the ISO 9001 standards.This implies that management go forth go thru training to learn how to work out with the agreement, how to implement and how to evaluate the system. Management should then be the ones giving training and advice on how to treat customers. Employees leave alone excessively go thru trainings and procedures that a restaurant should agree with, in order to be considered a theatrical role restaurant.Implementing a QMS is expensive. You exit 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 o nly restaurants, but also the Island gain a competitive advantage on others and get economic return.The intention is to make restaurants aw atomic number 18 of this and so help them improve their emolument, satisfy needs, be more productive and have more motivated employees. Curaao Restaurants Association (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 go are always the product of a whole package of individual services. Like a chain, these services are all linked advance information from a Tourist Centre, the journey to the destination, stay in vacation hotel, eating in a restaurant, and lastly the part home. Each 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, pickings order, eati ng in the restaurant. These service chains which are specific to customers provide an aid for systematic checking of a restaurants services and processes, showing where practical attribute improvements can be made and promoting the introduction of appropriate measures.Providing services and direct contact with customers are exacting tasks because all(prenominal) customer has his specific expectations, needs and opinions.On curacoa we have CRS. The Curacao Restaurant Associations (CRA) (http//www.curacaorestaurants.org/cra/index.php) mission is to represent, promote and educate 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 sulphur 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 forefront of the Curacao Restaurant Associations agenda. As they contact to work together with the governmental departments on health, safety, service and education, members of their association get inspections and a team consisting of these departments, together with members of the board will on a fifty-fifty basis, do an assessment of their members so they will 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 given, 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 deriving good service from them in the configuration of in-house quality standards.Furthermore the needs of the customers, employees and employer will be address. To see what will be required to satisfy their need and incorporate this in the system and what each customers specific expectations, needs and opinions are.Strategies and requirements will be presented. The program may include among other topicThe business cultureQMS in detailEmployees pauperization product node ServiceCuraao Hospitality Training Foundation will be approached to see if some of the training needed can by integrated in their program.Results of the research and interviews carried out will be detailed.In the forth chapter the Restaurants Quality System program will be discussed. Practical tools will be true to help restaurants managers to tackle quality management and taking targeted action 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 pr oblem statement, the sideline change-questions will be addressed during this study1) How can QMS be defined?2) What are the advantages and disadvantages of QMS?3) What are the aspects for the development 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 mark 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 give an expl anation 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 murder 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 offers their members?How those CRA control the quality service their members offer?Ho w 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 question Methods, Leyh Publishing, LLCBrink, A, Berndt, A, (2009), Relationship Marketing and Customer Relationship Management, Juta Co LTDHonebein, P.C., Cammarano, R.F., (2005), Creating do-it-yourself customershow great customer experiences build great companies, South-Western Educational PubSchieffer, R., (2005), Ten Key Customer Insights Unlocking the Mind 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 see what their need s 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 Learning Business PressParsa, 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 implemented?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. read 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 standard system A case study. European Journal of Operational Research,Martinich, J.S., (2009), Production and Operations Management An Applied Modern Approach, Wiley India Pvt. Ltd.Maskell, B. H. (1991) Performance measurement for world coursemanufacturing a model for American companies, Cambridge, Mass.,Productivity Press.1.5 DELIMITATIONSThe study will be conducted among consumers, restaurants 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 cultivationCustomers, 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