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service ops project

service ops project - The company we chose to do our...

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The company we chose to do our walk-through audit on is the St. Charles Deli. There are a few key reasons as to why we chose this restaurant. First, the deli is in close proximity to where we live and have class, making it a convenient place to audit. Secondly, since it is so close, we have been there before and noticed that they could make improvements on their service quality. Lastly, seeing that the deli is located in Tech Square, its customer base is generally Tech students, and we felt this would be a good opportunity to hear the opinions of our fellow students. Using our past experiences at the deli, we were able to come up with a survey we thought covered all the important service aspects of this business. St. Charles Deli has been around for over 20 years in Atlanta, and has been voted “Atlanta’s Best Deli” four times by the magazine Creative Loafing. Its original location was actually on Briarcliff Road in Northeast Atlanta, but it then moved to Tech Square attempting to fill a niche catered to busy midtown professionals and students. During the school year, the St. Charles is open from 7:30 am to 4:00 pm Monday through Friday and is closed on weekends. During the summer months that school is not in session the deli’s hours are 7:30 am to 2:30 pm, and is closed on weekends. St. Charles’ change in hours based off school semesters shows how they rely heavily on the student market. They vary their service delivery depending on their customers. St. Charles offers both breakfast and lunch; however, breakfast is only served until 10:00 am. With a good understanding of who the deli is trying to serve, we designed our survey. The first section of our survey gathers demographic information about the customer. With this information we can identify any possible trends regarding service delivery to specific markets, such as students, and whether this demographic information could help us determine what particular aspects are most important to students in a restaurant. We were also interested in how
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the customer found out about St. Charles Deli, because their prior knowledge has an influence on
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