The Mario’s pizza a process had been identify a series of elements that had to be change due to the fact that the business are in a serious situation regarding the high expenses of the entire process of pizza production. In order to make any change we as Mario’s relative have the responsibility of identify which is the process that the owner had been utilize during all those years and make the implement the necessary changes to make the business profitable.
It is true that the pizzeria had been recognized for the customer during several decades, however Mario’s need to understand that time had been changes and the customer satisfaction it is the main element that we as a manager always have to take in consideration whenever a decision had to be made.
The customer population that had be identify in the simulation it is four group people and they also receive two people group, for that reason I will make some changes in the tables and chairs at the begging provide more options for the two group people in this way I will maintain those costumer.
Waiting lines it is one of the major concerns due to the fact that this situation is the one that most matter to the costumer and provoke the dissatisfaction, for that reason in order to reduce to the waiting line I will recommend that we make changes like implement more advance electronic register cashier in this way this element will change the percentage of mistaken order, in addition it will reduce the time that the cashier have to go and place the order in the restaurant kitchen.
The service system it is one of the element that could be change in order to maximize the customer satisfaction and in the same time will reduce the waiting time of the customer, in order to realize this change I will recommend that we hire a new employee that be the waiter, even though that we have to keep in mind that this person this some time to learn the ropes, but after that time “Learning Curve” this individual will provide an advantage to the entire service process. It is important to mention that acquired the new employee will provide a faster service due to the fact that the costumer can be seated and this situation will make the costumer feel serve will provoke that in the future they most likely will return to our location for the customer satisfaction.
Costumer service prioritizing it is a key element, we can do that identifying which is the actual process that it is been apply during this years and identify elements that can be change for the benefit of the costumer, by example we can change the brick ovens to a modern industrial ovens which reduce the cooking time, in this way the pizza will be faster The individual and organization had the advantage to apply the learning curve because in this away “learning is improvement that results when people repeat a process and gain skill or efficiency from their own experience.
That is, practice makes perfect. Organizational learning results from practice as well, but it also comes from changes in administration, equipment, and product design”. (Chase, 2006) The Mario’s Pizza process at the begging it is a little be slow because you can see that some people are leaving without placing the order which it is a serious issue, in addition the waiting time had to be reduce because people in those day know the money value that they had in their pocket which mean that if they are not getting which they want in a expedite manner they are aware of the multiple alternatives for that reason, we as a business owners must fix that kind of issues right away.
References
Chapter 2: Organizational Learning Curves. (2010). Foundations & Trends in technology, Information & Operations Management (pp. 12-26). Now Publishers. Chase, Richard. (2006). Operation management for Competitive Advantage. Learning Curves. The McGraw-Hill Companies, Inc. Jarkas, A.., & Horner, M. (2011). Revisiting the applicability of learning curve theory to formwork labour productivity. Construction Management & Economics, 29 (5), 483-493. doi:10.1080/01446193.2011.562911 Schilling, M. A., Vidal, P., Ployhart, R. E., & Marangoni, A. (2003). Learning by
Doing Something Else: Variation, Relatedness, and the Learning Curve. Managament Science, 49 (1), 39-56.
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