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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