Sammo’s Seafood Restaurant

Front End Analysis

Matt Spencer

Dan Boulos

Sam Namsong

Restaurant Background

It is a large family style franchise restaurant

Employs about 30-40 people

Diverse menu

Located near a popular shopping center

Decline in profits

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System Chart

Subsystem Chart

Suprasystem Chart

Gate Keepers

Managers Authoritative power

Responsible for policies, budget, personnel, information, and resources of the restaurant

Corporate Leadership Develop the restaurant’s standards

Provide funding

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Change Leaders

Managers Profitability of the restaurant

Productivity of employees

Key Employees Want to address system faults-health & safety

Dislike current management decisions

Corporate Leadership Changes across the franchise

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Blockers

Employees Question changes that will not lead to benefits

No faith in changes proposed by management

Customers Find stability in status quo--good food

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Installation Process

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Determine what should be changed

Agreement from all parties

Funding & resources approval

Propose pilot program

Receive feedback and recommendations from blockers & change leaders

Develop the process for change

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Monitoring & Maintenance

Periodic Evaluation -After one, three, six, and twelve months

Employee Evaluations -Perceptions of work environment

Customer Surveys -Quality of customer service

Profitability

Gather Information

Surveys from all individuals about various aspects of the restaurant

Interviews with employees and managers

“Secret Diners” will make dining area observations

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Discrepancy Chart - What Is Input

-Rushing when taking orders/serving meals

Process -Bad work habits not addressed or improved upon

Products -Customers receiving incorrect orders

Output -15% of all customers report bad service

Outcome -Restaurant loses money

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Discrepancy Chart - What Should Be

Input -Attentive when taking orders/serving meals

Process -Positive employee work habits are fostered

Products -Customers will receive exact order

Output -100% of all customers report good service

Outcome -Restaurant highly profitable

“What Is”

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15% of customers report bad service

70% of these customers refuse to pay

Small percentage of employees unhappy

“What Should Be”

Excellent customer service

100% of customers are satisfied

All employees happy

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The Gap

Need for improved employee-customer relations

Improved communication between employees and management

Decline in profits

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Goals

1 :: Increase profitability of restaurant

2 :: Improve customer service

3 :: Strengthen employee morale

4 :: Provide a stable and enriching work

place

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Design Implications

Budget

Employee Availability

Management-Employee-Customer buy in

Maximize Revenue

Solutions

Customer Service Training Program

Employee Incentive Program

Management-Employee Liaison Officier

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Recommended Solution

Customer service training program

Pros: Outside voice

Team Building

Maintenance

No long term cost

Cons: Initial cost of training event

Employee Scheduling

Customer Service + Team Growth = PROFITABILITY

Reflections - Dan

Front End Analysis Benefits of systematic analysis

Question of application of front end analysis

Group Work Strength in numbers

Face-to-fact vs. online

Reflections - Sam

Process of a Front End Analysis

Theories of instructional design

Teamwork

Use of new technology

Academic & presentation skills

Reflections - Matt

Bon Appétit

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