Need a Rewrite on case 2 Quality Control

Need a rewrite case 2

Case 2 Quality Control

(1) What were the customers actually saying in the four responses given in this case? Translate them into customer requirements using actionable business language.

The customers were actually saying in the following response, in actionable business language:

Response 1: Atmosphere of facility is less than desirable; Customer wait time too long Response 2: Cleanliness of facility is less than desirable. Response 3: Cleanliness of facility is less than desirable; Poor response to customer concerns. Response 4: Facility unsanitary for children: Cleanliness of facility is less than desirable .

(2.) In addition to your responses to question 1, the voice of the customer process identified the following customer requirements: food and drinks at their proper temperature, fresh food, meeting the unique needs of adult guests as well as families, exceeding service expectations, an easy to read and understand menu, and caring staff. Suggest how these customer requirements can be translated into production and service delivery processes and activities .

The management of Rosie’s has an opportunity to grow by properly identifying the needs and customer expectations. The expectation of ‘food and drinks at their proper temperature, fresh food, meeting the unique needs, etc.’ are the identified needs of the customer. The needs, or expected quality, is then translated into production or service specifications. The question could be asked, “How do we meet these needs?” The answer is in translating the expected quality into a design quality, through developing processes, trainings and improving qualities that exceeds the customer expectations. The output is the actual quality received by the customer; fresh food, caring staff and so on. The goal is to exceed the expectations such that the customer has a high quality perception of the restaurant experience. If the organization wants to exceed satisfaction they will “need to pay greater attention to the overall customer experiences that impact perceptions.

(3) Conduct a similar mock voice of the customer process for school or college. What did you learn?

In conducting a similar mock voice of the customer process for school or college, I learned that there is a variety of different issues that arise from finance, student to teacher communication and class registration. While educational institutions are trying their best to meet the needs of the students, it becomes frustrating to the students when there is so many different changes. A college or school may want to focus in on accurate invoices, quick response time to special needs, consistency in their overall registration and end enrollment processes and eager student representatives.