module #2 quality

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nsebchax

Business Finance

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I have added documents that will assist. I added the last paper i submitted for this assignment to help understand.

Now that you have completed your observation of the store for your company, you are going to be completing a Strategic Plan for your analysis for TQM. This will require you to find the company's mission and vision statements as well as developing any additional guiding and strategic objectives based from your recommendations.

Develop a process map using the strategic Planning Process as your guideline. Make sure you include the following:

  • All of the 6 steps of the Strategic Planning Process (Environmental Assessment, Vision, Mission, Guiding Principles, Strategic Objectives, Action Plan).
  • Include correct symbols from Process Map Symbols. Note you will not use every symbol, but you should have connectors, start and end points, activity and decision points.
  • Process Map Symbols
  • Use 2 credible sources for your research, with 1 being from an academic journal/resource. You will need to use the Rasmussen online database to locate one academic resource for your paper.
  • Include an APA formatted reference page, with proper citations for your references.

Note: You did your environmental assessment earlier in the course. Vision and Mission statements will be found on company websites, Guiding Principles, Strategic Objectives, and Action Plan you will create from a mixture of your observations/recommendations and research.

Submit your completed assignment to the drop box below. Please check the Course Calendar for specific due dates.

Save your assignment as a Microsoft Word document. (Mac users, please remember to append the ".docx" extension to the filename.) The name of the file should be your first initial and last name, followed by an underscore and the name of the assignment, and an underscore and the date. An example is shown below:

Unformatted Attachment Preview

Observation Form Name of Observer: Tashara Cooper Location of Observation: Terrapin Restaurant Customer Date of Observation: Time From: 5pm Length of Service (In Minutes) To: 7pm Customer Satisfaction (Happy, Content, Upset) Observation of Environment: (Cleanliness, sounds, smells, etc.) The establishment was very clean I could hear the sounds of the music but it was unbearable, I could still communicate well with those at my table Observation of Staff: (Teamwork, helpfulness, production) The staff is awesome, they communicated very well with their customers. Some staff knew many languages, so they were able to converse well with customers to make everyone comfortable. Additional Observations Tashara Cooper Quality in Action: Research Data Collection 2/18/2018 Terrapin Restaurant I’m on vacation, so I decided to visit “Terrapin Restaurant” in Virginia Beach Website: http://www.terrapinrestaurant.com/ Documentation of the observations I see in the following areas: Customer interactions with services/sales staff (friendliness, time) In my observation, I noted that a "service response time" was highly observed in the restaurant. This is the period between when a customer places an order and overall time taken to serve them. I noted that the restaurant's staffs were able to serve their customers promptly. This made customers feel valued and appreciated. Additionally, the staffs were friendly and welcomed to the customers. For instance, sociable and charming language was used in the restaurant. Phrases such as: "I'm at your service," "how many I help you, sir," "A minute please," was commonly used by the staffs. How many customers in 30 minutes? Within the 30 minutes, about 100 customers entered the restaurant they were duly served. The staffs showed a high sense of decorum in directing and showing them where to seat. Waiters were busy taking orders and making sure that the customers are served accordingly. Note to the customer satisfaction: Happy customers were about 80; Content customers were 15; Upset customers were 5. Environment establishment: I took a patrol of the restaurant, and I was satisfied with its cleanliness. I could not smell any odor or stinking smell. Additionally, the compound surrounding the restaurant is cleaned after every five hours, and they have litter bins for garbage collection. The sound in the restaurant is maintained at a minimal level to avoid distracting the customers. Employee interaction: In conducting my research in the restaurant, I noted that the organization values tolerance and value diversity among its employees in order to improve interaction in the workplace. The restaurant's employees have developed language skills to help in communicating with customers from other cultures and background. Anything else I might observe: The restaurant has excellent management; its managing director is highly skilled and experienced. There is excellent and improved coordination of the activities in the restaurant. How does the quality approach I observed impact competitive advantage? The qualitative approach adapt by the restaurant helps to build a sense of trustworthiness with its employees and hence increase productivity. Good services and quality food provided by the restaurant helps the business to remain ahead of its competitors. The recommendation I would make for improvements basing on the findings: It is highly recommendable for the organizational to consider improving the quality of its service delivery. This can be realized by increased the number of its staffs. Additionally, the management should consider improving quality of the dishes offered in the restaurant. It might be even advisable to consider introducing new meals for their customers. Reference Terrapin Restaurant - Virginia Beach Fine Dining. (n.d.). Retrieved February 18, 2018, from http://www.terrapinvb.com/
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kindly...


Anonymous
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