Quality Management Plan For Catering Service Quality Essay

Executive chef: The executive chef is expected to manage as well as train the kitchen, he must supervise the kitchen team and also come up with strategies for the kitchen to run smoothly. The executive chef must have a minimum experience of 8-10years and should have a good understanding of how to run a kitchen. Other than that he is expected to come up with innovative and new recipes and menu for every season. He will also be responsible for controlling and estimating food cost, wastage and food consumption. He is responsible to know and follow proper nutrition and hygiene standards. He must also keep a log of the time and the payroll records. He is expected to meet the guest if asked for and help them understand a dish or help them decide on a dish if required.

Service quality is one area which was studied extensively for the past four decades. In the field of service marketing, there are many definition for service quality. Parasuraman et al, (1988) defines service quality as a discrepancy between customers’ expectation and perception of a service or service experience and this is basically the perceived service quality. Based on this concept, Parasuraman et al. (1985), developed a model known as the SERVQUAL. The SERVQUAL model is based on 22-item scale and it measures service quality based on five dimensions which are reliability, responsiveness, tangibility, assurance and empathy. According to Parasuraman et. al (1985) these five dimension are generic and they are applicable across the industries. However, there are some critics to this model also such as Gronroos (1990) and Mangold and Babakus (1991) who opines that SERVQUAL solely focuses on the service delivery process while neglecting the outcome of the service. Interestingly, the inventors of SERVQUAL suggested the importance of both the functional and technical aspect of service quality in the model (Parasuraman et.al, 1985). However, they didn’t include the technical aspect but it in the instrument. The emphasis on the functional aspect is basically the American school which was

For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures and companies pay attention to measuring

There are many requirements for being a chef some of their duties are to check the freshness of food, supervise the other employees and developing new recipes. The head chef is responsible for making sure every aspect of the kitchen is being ran smoothly, and functioning correctly. They also have many duties beyond the kitchen such as creating menus, review food and often training new comers. Sous chef is the second in command in a restaurant, they prepare meals, supervise the other chefs and they report back to the head chef in command. Private household normally work for one client some of these clients are corporate executives, university presidents, and diplomats.

Then they will prepare the food ready to cook it and will store the prepared ingredients safely at the correct temperature. They will then wait for the person at the end of the chain – the consumer – to come to the restaurant to cook it for them. This is good for the producer because money will track back to them through the restaurant gaining the money from selling the meals. The money goes into the restaurant from customers pockets, and then the restaurant will use a portion of this money to re-purchase some supplies from the producer. This is when a good working relationship will develop between them as they will gain more sales and earn more money back.

Service quality - refers to difference between the level of service that is expected from consumers and the perception of the service that is actually received. (Caruana,

To discover talented cooks and train them in order to achieve a high standard of the restaurant.

If you watch enough cooking show, you can pick up important tips and advice on how you can whip up a gourmet food without much effort. The word Chef was derived from the French term "chef de cuisine," meaning chief or head of the kitchen. You can aim to be an Executive Chef, the one in over-all-in charged. But if you think your skills aren't enough, you can settle on being a Sous Chef first.

The culinary field focuses greatly on creating experiences. Food in and of itself is a basic need for every living person. Chefs utilize their experiences to shape their styles of cuisine and the messages they convey through the food itself.

Managers receive useful reports, periodic consultations where experts recommend new buying strategies and the ability to ask ChefMod to look for any special ingredients that a restaurant needs.

I believe that types of performance measurements are used to evaluate a restaurant are quality of customer service, financial performance, price of meals, quality of food, customer satisfaction, and operation management. Many people use Yelp to find a restaurant when we want to try a new restaurant. Yelp has pictures and comments by customers. Most of time customers talk about food and quality of service. I think that customer satisfaction is the most important to evaluate a restaurant because it is directly related to their profit. Even though they have great food and cost, there are no repeating customers with poor performing waitresses/waiters.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Customer preferences are important concept within services marketing theory. According to my review, service quality have significant relationship with customer preferences. Their finding indicates that the service quality provided by staff is fundamental and crucial to the customer satisfaction in the restaurants. Furthermore, customers will choose the restaurants based on their satisfaction level. In another study by Cronin and Taylor (1992), the study have shown the perceived service quality can greatly affect customers’ satisfaction and customer preferences. Many restaurants out there will pay more attention on service quality because it will directly influencing the customer preferences which will lead to customer revisit and customer will become loyalty to the restaurants. And will directly affect he restaurant revenue. In addition, Yüksel & Yüksel (2002) stated that service quality had the most significant impact on dining satisfaction at the aggregate market

Service is important in the food and beverage industries, that customer always have a high expectation and needs while dining in the restaurant. To find out how well the service provided, quality is a main element to every service. According to Haksever et al (2000), “Quality is ‘the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs’”. Therefore, service quality is one of the main point in every restaurants to allow them improve and upgrade their level of image and reputation. In this report, Bella Italia was chosen to have an overview of its service quality. It will be find out how well the service practice was made and which part of service can be improve within the restaurant by using the service quality analysis, service recovery, customer feedback mechanism and benchmarking.

Sureshchandra, Rajendran and Anantharaman (2002) identified five critical aspects of service quality from the customers point of view namely core service/service product, human element of service delivery, systematisation of service delivery, tangibles of service and lastly social responsibility in order to conceptualise service quality. Table 1 will further provide an explanation to the five critical aspects of service quality as outlined by Sureshchandra et al (2002).