answer-
1. What were the customers actually saying in the four responses given in this case? Translate them into customer requirements using actionable business language.
The customers were actually saying in the following response, in actionable business language:
Response 1: Atmosphere of facility is less than desirable; Customer wait time too long Response 2: Cleanliness of facility is less than desirable. Response 3: Cleanliness of facility is less than desirable; Poor response to customer concerns. Response 4: Facility unsanitary for children: Cleanliness of facility is less than desirable .
2. In addition to your responses to question 1, the voice of the customer process identified the following customer requirements: food and drinks at their proper temperature, fresh food, meeting the unique needs of adult guests as well as families, exceeding service expectations, an easy to read and understand menu, and caring staff. Suggest how these customer requirements can be translated into production and service delivery processes and activities .
The management of Rosie’s has an opportunity to grow by properly identifying the needs and customer expectations. The expectation of ‘food and drinks at their proper temperature, fresh food, meeting the unique needs, etc.’ are the identified needs of the customer. The needs, or expected quality, is then translated into production or service specifications. The question could be asked, “How do we meet these needs?” The answer is in translating the expected quality into a design quality, through developing processes, trainings and improving qualities that exceeds the customer expectations. The output is the actual quality received by the customer; fresh food, caring staff and so on. The goal is to exceed the expectations such that the customer has a high quality perception of the restaurant experience. If the organization wants to exceed satisfaction they will “need to pay greater attention to the overall customer experiences that impact perceptions.
Rosie’s Pizzeria is a privately-held chain of neighborhood pizzerias with over 50 locations in the Midwest...
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