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Then and Now

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Submitted By chrono45
Words 403
Pages 2
AUGUST 8, 2014
ARIEL G. VILLANUEVA
BSBA-111
CASE STUDY: QUALITY IN PRACTICE “UNDERSTANDING THE VOICE OF THE CUSTOMER AT LAROZA’S PIZZA”

I. COMPANY PROFILE:

LaRosa’s is a privately held chain of neighborhood pizzerias with 54 location in Cincinnati, Ohio, northern Kentucky, and southeast Indiana, that offers full-service dine-in, carry-out and take home delivery.

In 1997, as a part of a new strategy planning process, LaRosa’s identified growth as a key strategic goal. The executive management team had developed three growth strategies but could not agree on which one to follow because of a lack of a fact-based foundation for the decision.

In 2000, a project team was formed to tackle this issue and was given complete latitude to make any recommendation for an Italian/pizzeria concept based on customer needs and expectations.

The key tool that successfully led to an understanding of their customer’s and to a new and innovative restaurant design was Voice of the Customer ( VOC). VOC is a structured methodology for listening to customers that is promoted by the center for Quality of Management ( CQM) an industrial consortium based on Boston.

The experience of using VOC changed the company focus from “ product-out” to a “market-in” mentality. It gave them a decision making tool based on factual data, broke down communication silos within the company, and eliminated the age old sales and marketing versus operations conflict.

II. MAJOR ISSUES:

1. Uncomfortable design of the store. 2. Cleanliness of inside the area.

III. STOCKHOLDERS:

1. The cutomerS 2. The management 3. Employees 4. Company it self

IV. COURSE OF ACTION:

ACTION TAKEN | ADVANTAGE | DISADVANTAGE | 1. Re-design the whole store that fits to the customers needs. | 1. Will attract more customers and increase the sells of the company. |

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