CMBE 02 - Case Analysis - Group 2

CASE ANALYSIS
CMBE 02 – OPERATIONS AND TOTAL QUALITY MANAGEMENT
ROSIE’S PIZZERIA
Introduction
In today's highly competitive market, it is vital for companies to prioritize
customer satisfaction and provide an exceptional experience throughout the entire
customer journey that will truly satisfy and meet their expectations. It is important to
assess and provide the needs of both internal and external customers as well as
completely engage the company’s workforce to efficiently and effectively provide quality
products and service.
Summary of the Case

Rosie's Pizzeria is a privately-owned pizza chain with over 50 branches in the
Midwest. They offer dine-in, carryout, and home delivery. This pizza restaurant faces
competition from Pizza Hut, Papa John's, and other nearby eateries, yet it still has a 45-
50% market share in the area where it operates.
The growth of their pizzeria would be the primary strategy they would want to
concentrate on, which would also serve as a strategic goal. For more than three years,
the executive management team experimented with several techniques for further
growth, but no real progress was made. The absence of reliable, factual information
was one of the key causes.
To address this, they've established a project team to hear the voice of the
customers and to understand what they need and expect via series of surveys and
interviews which will guide them in expanding the business.
Statement of the Problem

This case study aims to identify the effectiveness of the strategic planning
process with the growth as the key objective. Despite working on these strategies for a
long period of time, the team did not produce tangible results due to saturation of the
local market, lack of factual data, and indecisiveness of the management team since
they did not have a fact-based foundation for the decision.
The responses of the customers show that the restaurant have problems that
they would need to address. Failure to do so will result to loss of customers, damage
reputation, diminished trust and loyalty, customer retaliation and decreased revenue.
Questions for Discussion

1. What were the customers actually saying in the four responses given in this
case? Translate them into customer requirements using actionable business
language.
Customer Response Customer Requirements
"So there I was, like herded cattle, The restaurant needs to reduce the
standing on the hard concrete floor, cold waiting time to improve customer
wind blasting my ankles every time the satisfaction and operational efficiency.
door opened, waiting and waiting for our They also need to provide proper waiting
name to be called." areas for comfort.
"And then I saw a dirty rag being slopped Dirty tables must be cleaned with clean
around a dirty table!" and sanitized rags.
Maintain hygienic food environment and
"The manager said, "That's not a gnat,
prevent insect contamination. There must
that's black pepper,' so I said I know the
be an implementation of a rigorous pest
difference between black pepper and a
control and strict cleanliness protocols.
gnat, black pepper doesn't have little
Employees should also learn proper
wings on it!"
responses to situations.
"When they're that age, going to the
bathroom is a full-contact sport-they're The cleanliness of the bathrooms must
reaching and grabbing at everything, and always be maintained. It should also
you're trying to keep them from touching include accessible features for children
anything because the bathroom is so and senior citizens alike.
dirty."
2. In addition to your responses to question 1, the voice of the customer process
identified the following customer requirements: food and drinks at their proper
temperature, fresh food, meeting the unique needs of adult guests as well as
families, exceeding service expectations, an easy to read and understand menu,
and caring staff. Suggest how these customer requirements can be translated
into production and service delivery processes and activities.
FOOD AND DRINKS AT PROPER TEMPERATURE
Train your staff on the importance of maintaining proper temperatures. Make
them aware of the risks associated with serving food or drinks outside the
safe temperature range. Also, use temperature monitoring devices such as
warmers, oven and chillers so that the foods and drinks be served at their
proper temperature.
FRESH FOOD
Do not offer customers spoiled foods. Train the employees to always make
sure that the foods prepared are fresh so that damages can be prevented.
You may also communicate with suppliers.
MEETING THE UNIQUE NEEDS OF ADULTS GUESTS AND FAMILIES
Offers priority lane for senior citizen and pregnant women and give them
discounts. Things like high chairs for children and PWD comfort rooms
should also be available in the restaurant.
EXCEEDING SERVICE EXPECTATIONS
Continue to innovate and search for ways to offer the customers with
exciters. Such as host themed events such as “Pasta nights” or “Seafood
Extravaganza” and add new and amazing menu.
EASY TO READ AND UNDERSTAND MENU
Use easily readable fonts and correct font sizes. Provide pictures if possible
and replace old menus.
CARING STAFF
All employees should undergo training to not only become a competent
employee, but also someone with good character.
3. Conduct a similar mock voice of the customer process for your school or college.
What did you learn?
Gathering important information from the consumers can easily allow the
business to classify and asses the things that the company or institution
needs to work on. It would save them time and unnecessary costs.
Moreover, it shows that the business is capable of listening to its audience
and may encourage others to try their products or services.
Conclusion
Good customer service is also a strategy. Customers are, first and foremost, the
lifeblood of every company; without them, there would be no business. Customers are
the source of revenue that businesses need in order to survive and grow, therefore an
organization must make every effort to draw them in and keep them around.
In this case, Rosie's Pizzeria must prioritize customer satisfaction and provide an
exceptional experience throughout the entire business wherein it will reach and satisfy
the needs and expectations of the customer. They can improve the customer
experience and position itself for growth by addressing these issues. A positive
customer experience is essential for attracting new customers, retaining existing
customers, and boosting sales

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CASE ANALYSIS

CMBE 02 – OPERATIONS AND TOTAL QUALITY MANAGEMENT

Summary of the Case

Statement of the Problem

Questions for Discussion

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