Quality analysis for Dinemore Sri Lanka done by Bachelor of Arts Students degree students at IDM City Campus 3,

1. QUALITY ANALYSIS

2. Introduction
» Established in the year of 1998 in Sri Lanka
» Vision - “ So much for so little”
» Strategy – Low Price High Quality
» Offering wide range of fast food products to its customers
» Branches - Sri Lanka & Maldives
Student ID : 21327034 Module Code : BM 603 Module Name : IQI

3. Quality Priorities
Student ID : 21327034 Module Code : BM 603 Module Na
IQI
» Quality is the root path to success
Quality priority factors
integration with
» Customer Expectation > Customer Perception => Quality Gap
» Causes behind Quality Gap
» Misunderstanding of Customer Expectation
» Incorrect process design
» Poor product and service perception
Student ID : 21327033 Module Code : BM 603 Module Name : IQI

4. DefineMeasureAnalyzeImproveControlCYCLE
Processes & Facilities for Quality
WHAT WHY HOW
Service Delay More Baking Time New Techniques
Wastage Costs No Storage Checklist Inventory Spreadsheets
Low Delivery Facilities Improper Guidance Example- Pizza Hut
Food Quality Food Contamination Flow Diagram
Improper Complaint
Management
No care Introducing Mechanisms
Student ID : 21310569 Module Code : BM 603 Module Name : IQI

5. People – Skills and Training for Quality
• Good Education & Experience
• Communication
• Reason & problem solving
• Working with people
• Memorable & Speedy of Service
SKILLS
• Initial training
• On the job training
• Mentoring
TRAINING
• Reward SystemMOTIVATION
Student ID : 21309766 Module Code : BM 603 Module Name : IQI

6. Summary
Customers
expectation for
Dinemore’s
product and
their customer
service
Customers’
perception s of
Dinemore's
products and their
service
Gap » Expectations > Perception
» Perceived quality = poor
Recommendations
 Introduce TOSS management.
 Introduce FIFO method in Storage.
 Recruit right person for right job with relevant skills.
 Provide FSM, HACCP training.
 Provide better customer service.
Student ID : 21327034 Module Code : BM 603 Module Name : IQI

7. Question & Answer

8. References – Primary sources
References – Secondary sources
» Team Observation
» Interview with Mr.Shaheem Saidikeen
– Managing Director Dinemore (contact -011 2370100)
» Team field visit to Dinemore – Wellawatte and Indexpo Certification Ltd
» Kapruka.com (2013) about us [online]. Dinemore. Available from:
http://www.dinemore.lk/index.php?/general/about[Accessed:10th October 2013].
» eDesigners (2011) Certification and inspection services [online]. Indexpo Certification Limited.
Available from: http://www.indexpocertification.lk/services/certification-a-inspection-services.html
[Accessed: 10th October 2013].
» eDesigners (2010) More Crowns More recognition [online]. Crowns for Food Hygiene.
Available from: http://crowns.lk/index.php/the-scheme [Accessed: 11th October 2013].

9. Thank You!