Final Quality Paper

Final Quality Paper - Quality Service Audit: Upscale...

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Quality Service Audit: Upscale Restaurants Best-in-Class: Erica Abello Ashley Booker Erica Free Ben Hardy Pauline Journet Christina Picchetti 1
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Table of Contents I. Best-in-Class Criteria for Upscale Restaurant…………………………………………………………………………. .4 A. Leadership B. Strategic Planning C. Customer and Market Focus D. Information and Analysis E. Human Resource Development and Management F. Process Management G. Business Results II. Analysis of Criteria: Trattoria One41……………………. . ………………………………………………………………. .5 A. Leadership B. Strategic Planning C. Customer and Market Focus D. Information and Analysis E. Human Resource Development and Management F. Process Management G. Business Results III. Historical Overview of Leading Organizations in the Upscale Restaurant Industry…………………. .9 A. Bacchanalia B. Restaurant Eugene C. Veni Vidi Vici
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IV. Trattoria One41……………………………………………………………………………………… …………………………….11 V. Growth Patterns…………………………………………………………………………………… ……………………………. .12 VI. History of Growth: Trattoria One41…………………………………………………………………………………. . ….13 VII. Awards and Recognition Received for Quality……………………………………………………………………….13 A. James Beard Foundation Award B. Zagat Awards C. Jezebel Magazine’s Top 100 Restaurants VIII. Awards and Recognition Received by Trattoria One41…………………………………………………………. IX. Specific Restaurant Industry Problems and Challenges A. Economic Hardship B. Casual Society C. Service D. Food X. Problems and Challenges at Trattoria One41 3
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XI. Quality Processes used in the Restaurant Industry XII. Quality Process used at Trattoria One41 XIII. Statistical Measurements XIV. Current Quality Challenges A. Hiring, training and retaining employees B. Providing quality service with a small staff C. Multicultural and multigenerational workforce D. Poor management E. Lack of attention to detail F. Communication in the workplace G. Current state of the economy XV. Current Quality Challenges at Trattoria One41 XVI. Recommendations for the Restaurant Industry XVII. Works Cited 4
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I. BEST-IN-CLASS CRITERIA FOR UPSCALE RESTAURANT A. Leadership: Does management do a good job communicating with employees what is expected of them? Does management encourage employees to take the initiative to make decisions on their own? In what ways do they do this? Is the restaurant always evaluating their performance on meeting and exceeding customer expectations?? How does the restaurant use feedback from their guests and employees? Is there active participation and not just delegation between managers and employees? B. Strategic Planning:
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Final Quality Paper - Quality Service Audit: Upscale...

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