Description
All the upload filed is for the first paper ! please take you time and watch careful on the request, I don't want to come back to you and let you write again~~~ thanks
Mini-Project by definition is a project made up of 3 smaller activities. All 3 of these activities collectively are made up for a combined score of 40 points. The student may submit these in one single file or 3 separate, but all three are required for full points. If at any point anyone has issues uploading the assignments, or photos that may accompany, please submit via Canvas Inbox (on left hand side navigation bar), and communicate that to the instructor.
ACTIVITIES:
1) Pick 2 case studies from Chapter 10 to review and present. These should be different from the 2 you selected for Mini-Project #1. Do a brief summation, include your thoughts and opinions of the preferred outcome(s), and complete the review questions at the end of these case. These must be presented in complete sentence formation without rewriting the questions itself. [800 word minimum]
2) Choose a company that is known for exemplary service. Several companies are highlighted in your textbook and you can find books in the business section of any book store that will publish their management strategies. In a power point format, present the mission, vision, and core values of the company; their secrets to success, and if one is in your area, do a site visit. Discuss what makes them stand out from the crowd, find what others are saying about them and check to see if they have a social media following, if so, discuss the numbers of followers and engagement/activity produced by the company. Use at least 2 additional resources other than your text book, cite these correctly in APA format & list them in alphabetical order on the reference page. Use pictures that are relevant to the subject being discussed. [15 slide minimum of content; title & references should be in addition to the 15 minimum slide required].
Presentation Guidelines:
- Presentation should consist of at least 15 slides.
- Mandatory slides:
- Introduction of company, mission/vision/values, success secrets, examples of excellent service, site visit (if possible), reviews from patrons, social media presence & analytics, summation, & reference page.
- Make sure that slides are readable and formatting is consistent.
- Mandatory slides:
3) Service Culture
Define culture in the service industry workplace and discuss how it is the core of the service delivery process. What are some components that build a strong culture? Describe some experiences you have had in a workplace culture, good or bad. How does the organizational culture relate to employee motivation? [1,200 minimum word count].
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Explanation & Answer
Thank you for working with me
Author:
Institution:
Cactus Jack’s Restaurants
Cactus Jack’s Restaurants
Location: It’s a small chain of restaurants in Townsville, North
Queensland, Australia.
Size: It consists of eight full-service restaurants in Queensland
Townsville - Palmer Street, Cactus Saloon & Cannon Park
Brisbane - Redcliffe
Mackay - Mackay (64 Wood Street)
Founder: Jon Van Grinsven
Its been in existence for 23 years since 1989
It basis its restaurants on the Texas-Mexican(Tex-Mex) concept
Driving principles
Eating out should be a complete experience
Customers must have fun
The Customer is king
Mission, Vision & Core Values
Mission
To serve inexpensive, high quality food in a uniquely designed
atmosphere
Vision
To create a comforting atmosphere that transports a guest to
another world, free of the daily pressures and stresses of life
Core Values
To provide great value for money to gain customer loyalty
The guests are always right
To take care for the client to ensure they return
To seek better ways of doing things
To be fun and challenging
To use standard systems as the basis for success
Menu
Starters and light meals
Nachos, Southern fried chicken crispers, Mexican
matchsticks, Jalapeno poppers, cactus bread roll, Nachos el
Grande, Buffalo wings, Louisiana wings, potato skins, skins el
Grande
Tostaditas
Beer-braised beef Tostadita, tender pork, Achiote chicken,
prawn & avocado
Quesadillas:
Frisco, grilled steak, veggie cactus, chorizo & cheese,
jalapenos & cheese
Dips & Salsa
Chilli dip, Flag dip, naked guacamole, loaded guacs, cheese &
bacon, pineapple & cucumber, pork crackling
Delicacies
Success Secrets
The success of the organization is credited to their
obsession with customers
The company focuses on creating a particular customer
experience
It has clear philosophies which base on the principle that
the customer is king
The company implemented the balance scorecard system
The system led to success through:
Identifying success drivers(employees, consumers)
Clarifying standards of customer experiences
Determining non financial performance measures
Creating management and staff bonus systems on the basis of
the measures
Balanced Scorecard System
contribution to success
The diagnostic system measures the financial
performance, customer perceptions and employee
perceptions
The company weighs all the items for their importance
and decides which to focus on to improve productivity.
Specific goals are given to the management and staff
and bonuses awarded for achievements
Examples of Excellent Service
The company’s restaurant in Redcliffe has excellent
traveller reviews of 31% ( 57 of 206 reviews)
The ratings are 3.5 stars in food, service and value and
four stars for atmosphere.
The Bar & Grill in Townsville has excellent and very
good reviews of 117(30%) and 165(44%) out of 401
respectively.
The ratings are four stars in food, service , value and
atmosphere
Continuation…
Cactus Jacks Cannon Park in Townsville has excellent
reviews of 31%( 32 of 101). It’s a four star rating
Cactus Jack’s Southwest Grill in Virginia beach has
excellent reviews of 48% which is 205 reviews in a total
of 468. TripAdvisor agency gave the company a
certificate of excellence.
The ratings are four stars in food, service, and value and
four and half stars in atmosphere
Reviews from Patrons
The company has had both positive and negative
reviews from its customers
The restaurants in Redcliffe has had comments such
as; quaint and casual with good food and service, great
food and cocktails, and never going back and don’t
recommend for anyone with kids.
In Townsville, a sample of the reviews were: amazing
place, fantastic Mexican food, usually good but not
today and great cocktails and food
In MacKay, they were; good restaurant, not good for
Coeliac and excellent service
Reviews continuation
Customers have various comments based on their
experience at the restaurants
However, all the restaurants have an excellent rating of
above three stars
Some have four stars indicating that they offer quality
services.
Social Media Presence & Analytics
The company has a Facebook page @CactusJacksBarGrill
and a website cactusjacks.com where it communicates with
its customers
Its online community comprises of 7,770 followers and
7,876 likes
Their likes are more than followers by 106 indicating that
people like the posts
The Restaurants post events and notifications and gets
feedback from the fo...