Jose’s Authentic Mexican Restaurant Case Study

1. How should quality be defined in this restaurant?
Quality at this restaurant (like any other) should be defined by the quality of food, customer service and making sure the customer leaves thinking he got his money’s worth from the food he was served.
Since Jose’s is located in a business district, getting higher tips should not be very hard if the food and customer service is top notch. Like all business professionals, time is of the essence and one of the most important factors that will stand out for Jose’s in terms of quality would be the speed at which the food is served. Excellent food and a friendly wait staff can only enhance the quality and reputation of the restaurant further.

2. What are the restaurants costs of process failures?
The restaurants costs of process failures include bad reviews and loss of repeat customers. In a business district just outside a large metropolitan area, like where Jose’s is located, word of mouth spreads fast and if there are frequent grumblings around the quality of food and customer service, then it will ultimately lead to a decline in the bottom line of the restaurant.
With the advent in technology, with apps like Yelp, Facebook and other social media apps, negative experiences and reviews are spread much faster than positive ones. The costs of process failure at a place like Jose’s could prove to be fatal, if correctional steps are not taken immediately.

3. Use some of the tools for process analysis to assess the situation at Jose’s.

Based on the negative responses, a pareto chart was created: Negative Response | Frequency | Cumalative Frequency | Percentage | Were you served in a reasonable time? | 25 | 25 | 33.33% | Was your dining experience worth the cost? | 16 | 41 | 54.67% | Were you Seated properly? | 13 | 54 | 72.00% | Was your