1. A PROJECT REPORT ON CUSTOMER
SATISFACTION AT PARAMOUNT
RESTAURENT
(APPLYING SIX SIGMA - A QUALITY CONTROL TOOL)
PROJECT REPORT SUBMITTED IN PARTIAL
FULFILLMENT OF THE REQUIREMENTS 1ST
YEAR PGDBA
SUBMITTED TO:- SUBMITTED BY:-
Prof. Vidyasagar Drishti
Monika Asthana
2. MOUNT CARMEL INSTITUTE OF MANAGEMENT
CONTENTS
SI NO CHAPTER PAGE
NO
1 INTRODUCTION OF THE
COMPANY
2 DEFINE PHASE
3 MEASURE PHASE
4 ANALYSE PHASE
5 IMPROVE PHASE
6 CONTROL PHASE
3. ACKNOWLEDGEMENT
Apart from the efforts of me, the success of this project depends largely on the
encouragement and guidelines of many others. I take this opportunity to express
my gratitude to the people who have been instrumental in the successful
completion of this project.
I would like to show my greatest appreciation to Prof. Vidyasagar support and
help. Without his encouragement and guidance this project would not have
materialized.
I would like to thank Sister Albeina , Director Mount Carmel Institute of
Management for converting us into disciplined student, as disciplined enough to
handle a project like this and makind all possible arrangement for us.
Our list of thanks need a great mention of the faculty members of
PGDBA for encouraging us and believing in us and being our inspiration.
Finally, yet importantly, I would like to express my heartfelt thanks
to my beloved parents for their blessings, my friends/classmates for their help and
wishes for the successful completion of this project.
5. DEFINE PHASE
PROJECT:-
Improve customer satisfaction at paramount restaurant.
Purpose:-
To improve the quality of product
Services towards customer.
Benefits:-
1. Profit will be more and can provide better quality of food.
2. More customer will be attracted.
3. Food quality will be better
4. It will help in expansion of their business.
5. It can become one of the best restaurants in city.
Limitations:-
1. All the issues cannot be solved because they are not affordable.
2. Limited budget of the owner.
3. Some issues which are not in hand of owner cannot be sorted out.
6. Results:-
1. More number of customers will come to the restaurant.
2. Increase in sale
3. Better quality of food and services.
4. More profit which will help in expansion of business.
Process Chart
Procure stock at right time
Segregate the raw materials
Arrange
preparation
Serving
Root cause analysis
We will do the root cause analysis by using pareto chart, cause and effect diagram.
7. 7 Management tools of six sigma
1. Affinity Diagram
2. Inter- relationship Diagram
AFFINITY DIAGRAM
An affinity diagram is a management tool which is use to connect a problem and list of
various possible solutions to fix the problem.
How to manage time
How to improve the How to improve the
effectively and
service? quality of product ?
efficiently
To give the
proper trainning Managing stock
1.Procuring high at time.
to the staffs. quality of raw
material.
2. Introducing new
items in the menu.
Maintaining
. Making delivery
hygenic
on time.
environment.
8. Inter-relationship Diagram:-
It is a management tool relating them by arrows drawn on the basis of its influence on
another factor.
POOR
QUALITY
OF SERVICE
POOR SERVICE NO
QUALITY INVENTORY
OF FOOD CONTROL
FOOD
IMPRPPER UNHYGENIC
TRAINNING ENVIRONME
IMPRPP
TO STAFFS NT
LACK OF IMPROPER
TIME AMBIANCE
MANAGEME
NT
10. MEASURE PHASE:-
In measure phase we used the questionnaire been surveyed with customers because the
paramount hotel is well-known by people. So by means of feedback from the customers the
defects can be easily identified because questionnaires are easy to analyze.
A questionnaire is an important tool in public opinion research. If we get a representative
number of people to answer the same question then we can make a judgment of what most
people think. This information can be used to plot trends & changes in public perception. It has
uses in marketing & political research.
Fishbone Diagram:-
Ishikawa diagram (also called fishbone diagrams or cause-and-effect diagrams) are diagrams that
show the causes of a certain events. Common uses of the ishikawa diagram are product design
and quality defect prevention, to identify potential factors causing an overall effect.
11. Each causes or reason for imperfection is a source of variation. The categories are:-
Man: Anyone involved with the process.
Methods: How the process is performed and the specific requirements for doing it, such
as policies, procedures, rules, regulations and laws.
Machines: Any equipment, computers, tools etc. required to accomplish the job.
Materials: Raw materials (eatables and beverages) used to produce the final product.
Measurement: Data generated from the process that are used to evaluate its quality.
Environment: The conditions, such as location time and culture in which the process
operates.
Improper Ambiance
Lack of time management, improper training maintenance cost
Improper division of labour lack of proper no. of staffs is high obsolete
Mistakes in billing technology
MANAGEMENT MAN MACHINES
LACK OF
CUSTOMER
SATISFACTIO
N AT
PARAMOUNT
12. MOTHER NATURE METHODS MATERIALS
Cost of product is varies congested arrangements high cost
according to seasons. of products. No complimentary
Problem in storage due beverages.
to climatic condition
Pareto Chart:-
The Pareto chart is used to check and see the order and magnitude of each factor
contributing towards the problem. The lowest frequency of occurrence is displayed first and the
contributing factor on the x-axis follows an ascending order in term of the frequency of
occurrence (y-axis)
Particulars Percentage
maintenance 110
Infrastructure 80
Service 60
Home delivery 30
