Problem: 7% of the drive-thru orders come with undercooked or burnt french fries.
Cause: equipment – lack of temperature or time controls.
Cause: process – failure to define the time and temperature for a standard batch.
Solution: justify new equipment based on avoided errors; install and monitor.
Solution: develop a visual aide to define the recipe (time/temp) and train personnel and certify demonstrated skill.
Pareto - Prioritize the Critical Few Summary of Room Service Complaints (% of total) Food Quality Late (> 20 min.) Lack of Other Variety 40% 30% 20% 10% 27% 14 % 24% 35% NOTE one category represents more than a third of all problems two issues represent more than half of the problem
Cause / Effect for Food Quality Issue - Room Service Poor Food Quality PEOPLE EQUIPMENT POLICY PROCEDURE Don’t deliver until The Chef places the receipt with the order The emphasis on satisfying the customer was not understood by most of the personnel No policy in place for room service The broiler was not capable of meeting food prep. requirements NOTE: each cause is just an opportunity waiting to be acted on