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Sammo's Restaurant - Front End Analysis
- 1. Sammo’s Seafood Restaurant Front End Analysis Matt Spencer Dan Boulos Sam Namsong
- 2. Restaurant Background ✦ It is a large family style franchise restaurant ✦ Employs about 30-40 people ✦ Diverse menu ✦ Located near a popular shopping center ✦ Decline in profits
- 3. System Chart Management Equipment Food/Menu Employees Facility/ Physical Space Customers
- 4. Subsystem Chart busboy e r s, , s sh wa ish d co Employees oks, Family/ Motivation s, st Friends cu sto ho to change dia l servers, Hourly Wages Transportation Employee Education Long Term Goals Health Dept (personal hygiene)
- 5. Suprasystem Chart Media Health Dept (operational protocols) Advertising Corporate Reputation Leadership Transportation Diet Trends Natural Disasters Menu Ingredients/ Supplies Economy Season Restaurant Location
- 6. Gate Keepers ✦ Managers ✦ Authoritative power ✦ Responsible for policies, budget, personnel, information, and resources of the restaurant ✦ Corporate Leadership ✦ Develop the restaurant’s standards ✦ Provide funding
- 7. Change Leaders ✦ Managers ✦ Profitability of the restaurant ✦ Productivity of employees ✦ Key Employees ✦ Want to address system faults-health & safety ✦ Dislike current management decisions ✦ Corporate Leadership ✦ Changes across the franchise
- 8. Blockers ✦ Employees ✦ Question changes that will not lead to benefits ✦ No faith in changes proposed by management ✦ Customers ✦ Find stability in status quo = good food and service
- 9. Installation Process ✦ Determine what should be changed ✦ Agreement from all parties ✦ Funding & resources approval ✦ Propose pilot program ✦ Receive feedback and recommendations from blockers & change leaders ✦ Develop the process for change
- 10. Monitoring & Maintenance ✦ Periodic Evaluation -After one, three, six, and twelve months ✦ Employee Evaluations -Perceptions of work environment ✦ Customer Surveys -Quality of customer service ✦ Profitability
- 11. Gather Information ✦ Surveys from all individuals about various aspects of the restaurant ✦ Interviews with employees and managers ✦ “Secret Diners” will make dining area observations
- 12. Discrepancy Chart - What Is ✦ Input -Rushing when taking orders/serving meals ✦ Process -Bad work habits not addressed or improved upon ✦ Products -Customers receiving incorrect orders ✦ Output -15% of all customers report bad service ✦ Outcome -Restaurant loses money
- 13. Discrepancy Chart - What Should Be ✦ Input -Attentive when taking orders/serving meals ✦ Process -Positive employee work habits are fostered ✦ Products -Customers will receive exact order ✦ Output -100% of all customers report good service ✦ Outcome -Restaurant highly profitable
- 14. “What Is” ✦ 15% of customers report bad service ✦ 70% of these customers refuse to pay ✦ Small percentage of employees unhappy, affecting overall restaurant performance.
- 15. “What Should Be” ✦ Excellent customer service ✦ 100% of customers are satisfied ✦ All employees happy
- 16. The Gap ✦ Need for improved employee-customer relations ✦ Improved communication between employees and management ✦ These changes will positively affect profitability
- 17. Goals ✦ 1 :: Increase profitability of restaurant ✦ 2 :: Improve customer service ✦ 3 :: Strengthen employee morale ✦ 4 :: Provide a stable and enriching work place
- 18. Design Implications ✦ Budget ✦ Employee Availability ✦ Management-Employee-Customer buy in ✦ Maximize Revenue
- 19. Solutions ✦ Customer Service Training Program ✦ Employee Incentive Program ✦ Management-Employee Liaison Officier
- 20. Recommended Solution ✦ Customer service training program ✦ Pros: ✦ Outside voice ✦ Team Building ✦ Maintenance ✦ No long term cost ✦ Cons: ✦ Initial cost of training event ✦ Employee Scheduling ✦ Customer Service + Team Growth = PROFITABILITY
- 21. Reflections - Dan ✦ Front End Analysis ✦ Benefits of systematic analysis ✦ Question of application of front end analysis ✦ Group Work ✦ Strength in numbers ✦ Face-to-face vs. online
- 22. Reflections - Sam ✦ Process of a Front End Analysis ✦ Theories of instructional design ✦ Academic & presentation skills ✦ Use of new technology ✦ Teamwork
- 23. Reflections - Matt ✦ Group work can be OK! ✦ It all makes sense now--Front End Analysis ✦ Revise one more time--post presentation
- 24. Bon Appétit