Professional Documents
Culture Documents
: GS40981
1. Introduction
Apprentis is the body that manage restaurants and cafs in university. It is divided
to two departments Kitchen and Service Outlets. Activities such as material
preparation, food preparation and production of pastry and bakery are done by
three different sections. There are three outlets established under Service Outlets
department Outlet 6, Outlet Food 1 & 5 and Outlet Caf Golf. The organization
is fully supported by grants and loans from the university. Monthly repayments of
new kitchen are with no interest over 4 years.
Outlet Caf Golf was newly established less than a year ago. Having new chef and
assistants in October 2014, the outlet now has the largest sales volume of all
outlets so far. It was reported that the caf has monthly loan repayments as much
as 40% of gross sales, 25% on salaries and overtime, and 30% on materials.
Realizing the potential of the caf, the management of Apprentis is now
considering to improve the profitability of Caf Golf. Total quality management
can be implemented to achieve an effective team and a sustainable level of
performance in Caf Golf.
2. Caf Golf Management Problem
It is reported that absenteeism is an uncontrollable issue in Caf Golf. There were
assistants that absent especially during the weekend, forcing the other assistants
to work extra hours. Few assistants were not really happy having to work extra
hours during the peak days, resulting the poor service during the weekends. Raw
materials such as pastry products were purchased from outsourced company,
whereby the transportation cost is high and took approximately one or two days
to arrive from the supplier. This resulted the product could be sold only for short
time due to its shorter shelf life.
Monthly expenses are not monitored by the Head of Service Outlets.
Consequently, the cash flow and net sales cannot be tracked, which had caused
the failure to monitor the accurate business performance on monthly basis. There
were also few unclear procedures and terms especially when charging banquet
meals of informal parties to the internal university account. Some other costreduction initiatives such as waste reduction are not practiced due to lack of
awareness on the positive impacts from such initiatives. Waste produced by the
caf on monthly basis are usually from the disposable food packaging materials
used by customers, expired raw materials and food wastage from the customers.
Other than that, they are customers who had given some feedbacks on the
inconsistent size of the sliced cakes. It was understood that the cakes were sliced
by the assistants at the caf and the errors occurred due to lack of training on the
correct procedures of preparing products for customers.
Low price
Figure 1 : Stacked bar chart (above left), bar chart (above right), pie chart
(below left)
Based on the results of the survey, we could see
the areas where we shall maintain in order to
keep our customers pleased; and also could
consider to improve on our weaknesses seen by
the customers. Upon improvement, we could
always talk to the customers and get their
comments and feedbacks to ensure that the
improvement plans are always aligned with
what they expect to see.
3. Employees as the Internal Customers
The chef and assistants are also customers internally as they are the people who
have a direct link to the external customers and the quality of product or service
they received. Taking care of internal customers will benefit the management as
it will increase their satisfaction as well as the productivity and performance.
Satisfied employees will be motivated and excited to come to work and give good
service to customers. Below are suggested ways to provide great internal
customer service :
Clarify Employee
Responsibilities
Management to clarify what is
needed from the employee fulfil
the request (processes/SOPs,
lead time, other necessary
material)
Define Employees'
Service Responsibilites
Management to explain the work
flow in the cafe and how it fits
into overall management
proocedures
Discuss Priorities
There must be clear
communication between
employees and management to
negotiate and understand
priorities
Head of
Caf
Apprentis
Heads of
Service Outlets
and Kitchen
Chef
Staff