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DEFINITION OF QUALITY
Quality = fitness for use (Juran, 1979)
The totality of features and characteristics of a product or service, that bear
on its ability to satisfy a given or implied need. (ISO 9000)
1. What need/s do/es BON CHON satisfy?
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2. What features and characteristics of BON CHONS products/services satisfy
these needs?
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DIMENSIONS OF QUALITY
Product Quality
1. Functionality set of attributes that bear on the existence of a set of
functions and their specified properties. The functions are those that satisfy
stated or implied needs.
QUESTION
Seating Capacity
Number of Tables
Number of Covers during time
of visit
Number of Cashier/Counters
available
Is/are there extra staff taking
advance orders of customers
waiting in line?
OTHER NOTES AND OBSERVATIONS:
ANSWER
c.
d.
e.
f.
g.
Are there areas for improvement to make their service design more effective
and efficient?
3. Quality of Delivery
a. Timeliness
QUESTION
ANSWER
Waiting time of customers in line (observe at least 4 customers,
preferably the ones in front of you while waiting for your turn)
Customer #1
_______ mins & _______ seconds
Customer # 2
_______ mins & _______ seconds
Customer # 3
_______ mins & _______ seconds
Customer # 4 (self)
_______ mins & _______ seconds
Waiting time of customers before order is served to the table (observe
at least 3 tables)
Table # 1
_______ mins & _______ seconds
Table # 2
_______ mins & _______ seconds
Table # 3 (self)
_______ mins & _______ seconds
OTHER NOTES AND OBSERVATIONS:
b. Aesthetics
a. Product presentation Does it follow the notion of what you see
is what you get?
b. Does the product meet your expectations?
c. Regulatory Requirements
Observe the documents posted within the restaurant area.
OTHER NOTES:
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