Application Exercise
Name of Student
Name of Institute
Date
Contents Voice of customer 3 Wiskia Restaurant 3 About Waskia Resturant 3 Identification of customers of Waskia Restaurant 4 1. Expectation of services receive 4 Summary 5 Reducing Waste 7 Process of Pharmaceutical Organization 7 Types of Waste 9 Waste Adverse Effect on Organization Performance 9 Waste Management 10 Constraint Management 11 Step of Production Process 11 Constraints 12 Ways for performing Throughput 13 Improving system throughput and productivity 14
Voice of customer
Waskia Restaurant
Customer satisfaction is essential topic related towards companies’ profits. In order to gain competitive advantage, companies have to determine the customer’s satisfaction factors. When a customer gets experiences higher than the expectation, at this moment it is said that the customer is satisfied.
Many businesses that do not focus over customer satisfaction factor faces resistance in achieving success. If company focus on customer satisfaction, it may result in having loyal customers, the company does not have to spend too much expense for gaining new customer because the word of mouth the satisfied customer tend to advertize
This topic is related to developing and measuring the customer service of Waskia Restaurant. The customer perception of Waskia? What have they perception about it? Another way, its food quality, menu pricing and its value, menu selection, service promptness, friendliness of waiters’, décor, waiting time and overall customer experience
The secondary aim is to determine the ways for improving the customer satisfaction of Saskia restaurant. It will help the Waskia restaurant to know how they are performing in the above areas. This topic is related to hotel management.
About Waskia Resturant
Waskia Resonant is a chain hotel of Rantasipi chain which operates nine hotels, in 1992 its ownership is transferred to Restel Ltd. Waskia restaurant has 150 seats that are available for meeting of delegates. Waskia restaurant offers a la carte food buffet dining and fine dinners; it is also used for parties and dance live music.
Identification of customers of Waskia Restaurant
The customers of Waskia restaurant consist of Leisure travelers, business travelers, and regular customers
In order to improve the Waskia restaurant operation, management considered taking feedback of the customers of Waskia restaurant through the questioner. Following are the questions that have been asked by the Waskia management from the customers. 1. Expectation of services receives
The satisfactory expectation of services can be determined by analyzing the majority of respondents that are visiting the restaurant, about 35% of customers visited the restaurant once a month, 25% visited the restaurant in two to four times in a year, 15% of customers visited once a year and 25% of customers visited less than once a year. It can be analyzed that 60% of customers cumulatively frequently visited to the resonant which indicated that customer satisfaction regarding Waskia restaurant. Other factors which reflect the satisfactory service is through the menu option other than A la Carte Menu. About 87% of customers never chose meals other than the a la Carte menu, only 16% opted from another meal. This clearly shows that the majority of customers was impressed from the a la Carte Menu. Price level is also another and most important factor for customer satisfaction, about 48% customer indicated that the menu price was average, $0% indicate that the price was expensive, 8% of customer indicate the price was expensive, and only 2% of customers state that restaurant to be cheap.
2. Quality of Product
The quality of the product can be determined by the customer comments on main course taste, about 30% of customer mentioned that the food was delicious, 44% that was the majority of customers indicated that the food was plain, 23% of customer mentioned food to be verity tasty, and 1% of customer stated that food taste. By reviewing all the comments from customers, it is concluded that the overall quality of the product is satisfactory
3. How to improve service
The improvement of the process of Waskia restaurant can be done at food delivering time, staff, waiter’s recommendation of wine and food, comfort at restaurant and restaurant cleanness and its decoration.
Summary
Waskia restaurant should focus on customer satisfaction measurement. Through it the Waskia restaurant management will be able to improve the current satisfaction of the customer.
In order to sell the product, the staff of Waskia restaurant should have a better understanding of the portions, the customer feels more secure, and it will taste new thing if the waiter has the skills to sell the product. Therefore, it is recommended that while hiring a new staff, it is important to have a good schooling and let the staff familiar with the food.
There should be some extra on a weekend such as the dance that attracts lots of customers; restaurant could offer some special price in quiet days to its frequent visiting customers.
Kids menu should also be at the option since there were only fries and ice-cream. Also customer may also suggest on the renovation of the atmosphere of the Waskia restaurant since it maintains same environment for ten years
Reducing Waste
Reducing waste is the key role in any organization, and it requires to prevent any harm that might occur by themselves to the environment and public health. These requirements direct any business to dispose of all the wastage that they are producing without causing any damage to the environment.
For describing the reducing waste, the pharmaceutical organization has been chosen for describing the procedures of operation, their wastage, and its reduction.
Process of Pharmaceutical Organization
1. A Flow Diagram
First step is to present the flow diagram which shows the step of the process where materials enter into the process, critical steps where the process has to be controlled, final or intermediate product controls that have to be identified. Their stages such as sampling.
2. Description
A manufacturing process in a form of narrative description, including its packaging, that shows the step undertaken and scale of production should also be determined.
3. Equipments
Equipment should be identified, for example, high speed Granulator and its working capacity.
4. Process parameters
Steps that have to be taken in the process should clearly mention it’s identified parameters, such as temperature, pH, or time
5. Numeric ranges
For critical steps, numeric ranges should be justified for example, blending parameters, tablet hardness, and LOD of the compression blend
6. Environmental Conditions
Environmental conditions such as experimentally documented temperate and relative humility for granules that has been tested should be stated
7. Documentation
A copy of master formula and manufacturing record of batches with documented evacuation of three production batch that has to be submitted to provide assurance that manufacturing process will meet determined specification should be documented
Types of Waste
Through analyzing the production process following wastage, has been identified.
• Residual filtration and absorbent material
• Halogent
• Aluminum in packing
• Mother liquors
• Filter residues
• Types of Waste
Waste Adverse Effect on Organizational Performance
Excessive wastage has adverse effect over every organization, according to the pharmaceutical company, wastage may result in penalty by the government on behalf of environmental hazards, as chemical used in process are drain into the river or ocean which cause harm to the marine life. Another effect cause by waste is that the percentage of material that is being input in the process is producing less output as compared to the material that has been put into the process which cause a company to purchase more material for the production. The purchase of material result in the expenditure for the company that have an impact over its profitability.
Waste Management
To manage hazardous waste, we have to establish two waste streams i.e. Toxic hazardous waste and ignitable hazardous waste. The pharmaceutical need to segregate and identify nonhazardous waste as medical waste vendors are not allowed to accept RCRA hazardous waste.
Bulk and chemo spill cleanup should be placed in a toxic hazardous waste container; these containers should be properly stored and labeled as waste containers.
Constraint Management
Constraint management is a management paradigm that states that any management system that is being limited in achieving more than one goal due to the existence of a small number of constraints. Constraint management focuses to identify the constraint and restructure the entire organization around it.
Step of Production Process
To describe the production process, the process of manufacturing production is taken, following are the steps.
1. Process
The first step in processing is the transformation of raw material into the product, in this process raw material is put into the process of manufacturing that process the raw material, giving it a desired shape or mean that has to be converted into a product. In this process, the entire focus is on the flow of material.
2. Operations
In this process, an action is performed on the material that is in a process condition of machines and workers. In operation phase, the entire focus in on the actions done by the machine or worker to convert the raw material into products. In operation, the steps taken by the worker or the machine are monitored. These steps are not necessarily linked to the flow of the material
3. Information flow
The information is of two types; one is a record and another control. General instruction is referred as records for example maintenance procedures, quality instructions, and blueprints. Whereas, controls are used to determine the instruction required to assist and initiate the flow of material, and to initiate the required instruction and assist the work done by machine and workers.
Constraints
There are a number of factors which become constraints in the production process. Following are the constraints in the production process.
1. The existing capacity of machinery that is used in the production process, for example, the capacity to meet new orders on having appropriate capacity
2. Access to a raw material and adequate supply of parts
3. Skills, training and the availability of the workforce. Workforce requires extensive training before able to produce new goods effectively.
4. Need of finance is essential if business is vulnerable to respond to changing demands in production activity
Ways for performing Throughput
Following are the steps in which throughput is measured
1. Identify the system’s bottleneck
The bottleneck is the constraint that acts as a resistance in achieving the goal of the organization, for example, in the manufacturing process stacked up piles of inventory that are placed in front of machinery can be identified as a bottleneck constraints on production
2. Decide how to exploit system’s bottlenecks
This means to utilize the bottleneck resource effectively as much as possible as many units as possible. For example, while workers were waiting for the furnace to heat the parts, they are called away to work on non-bottleneck machines.
3. Elevate the system’s bottleneck
This means to utilize the bottleneck machine to its full capacity while along with it run the non-bottleneck machine.
Improving system throughput and productivity
Throughput measures the output rate and quantifies how much we develop products while productivity measures how efficiently we develop them. Following are the ways of improving throughput and productivity
1. By raising the productivity among the members of the team, which results in executing task more efficiently and effectively and results in spending less effort over work
2. In the standard work week, increase the number of hours among the workforce
3. Eliminate the activities that are not contributing value added activities that consume project resource, for example, reducing the other activities of operation that could enable in increasing engineering utilizations resources
4. Increase the level of staff of the project can help in improving the throughput 