Chapter 2, Problem 1OTJVC

Summary Introduction

Case Summary:

The Barcelona Restaurant Group is a collection of seven wine and tapas bars in Connecticut and Atlanta, Georgia. They take pride in their authentic cuisine, customized dishes, a personable wait staff and an exceptional service. They believe in the concept of employee engagement and empowerment.

Characters in the case:

1. Andy Pforzheimer: Co-owner, Barcelona Restaurant Group
2. Scott Lawton: Chief Operating Officer, Barcelona Restaurant Group

Adequate information:

Andy Pforzheimer himself is a renowned chef and co-owns the Barcelona Restaurant Group. They serve authentic wines from Spain, Portugal, and vineyards around the world.

To determine:

In what ways is Barcelona's management approach consistent with modern developments in management thinking.

Explanation of Solution

Barcelona's management approach is consistent with modern developments in management thinking in the following ways:

• Customer Satisfaction: The focus of the management is on customer satisfaction. The management takes care of the employees. And the employees take care of the customers. They have a personable wait staff, and the head chef makes customized dishes to please the customers.
• Total Quality Management: Barcelona's management approach focuses on Total Quality Management, Customer satisfaction, Quality at source and continuous improvement.
• Employee Involvement: Employees are asked to give their suggestions and ideas in the weekly staff meetings. Their management does not have the age-old top-down approach. Managers do not impose rules instead they encourage the employees to contribute to decision making.

Conclusion

Customer satisfaction is given the prime importance which further leads the betterment of experience and quality which Barcelona aims to offer. Employee involvement ensures that the employees are not confined to a set of given rules and expected behavior.