Improving Restaurant Customer Satisfaction

This assignment analyzes ways to improve customer satisfaction at a specific restaurant. It examines various aspects including service quality, ambiance, menu offerings, and addresses the issue of employee turnover which can impact customer experience. The analysis aims to provide actionable strategies for enhancing overall customer satisfaction.

Small business enterprise
Name
Institution name

Small business enterprise
Contents
LO1 be able to investigate the performance of a selected small business enterprise:...............3
1.1 Produce a profile of a selected small business identifying the strength and weakness:
3
1.2 carry out an analysis of the business using comparative measures of performance:.......4
LO2 be able to propose changes to improve management and business performance:.........5
2.1 recommend with justification, appropriate actions to overcome the identified
weakness in the business:...................................................................................................5
2.2 analysis ways in which existing performance could be maintained and strengthened.....6
2.3 recommend with justification, new areas in which the business could be expanded:......7
LO3 Be able to revise business objectives and plans to incorporate proposed changes............8
3.1 Produce an assessment of existing business goals and plans:..........................................8
3.2 Revise plans to incorporate appropriate changes:............................................................9
3.3: Prepare an action plan to implement the changes:..........................................................9
LO4 Be able to examine the impact of change management on the operations of the business
..................................................................................................................................................10
4.1 Report on the incidence of the proposed changes on the firm and its personnel:..............10
4.2 Plan how the changes will be managed in the business:................................................11
4.3 Monitor improvement in the performance of the business over a given timescale:.......12
References................................................................................................................................13
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LO1 be able to investigate the performance of a selected small business enterprise:
1.1 Produce a profile of a selected small business identifying the strength and weakness:
Here selected Small business is a small restaurant of UK (Hwang and Chung, 2016).
Name of the small restaurant is Chez Bruce. Chez Bruce is situated at 2 Bellevue Road in
Wands worth, London, England. In the year 1995 month of February Chez Bruce opened
as a small restaurant in the UK. The owner of Chez Bruce is Bruce Poole and Nigel plats-
martin. Although it's a small restaurant star rating of this restaurant is 4.6 out of 5 stars.
Price is very much reasonable for the customers. In the month of December costs
increased as per the company’s rules. Various Cuisine offered to the customer these are
French, European, British, vegetarian-friendly, gluten-free options, and vegan options,
etc. strength of Chez Bruce restaurant are- the delicious taste of food, best quality of food
ingredients, free Wi-Fi connection, healthy environment, maintain proper hygiene, best
customer service, etc (Wright and Capps III, 2011).
The weakness of the Chez Bruce company are- unavailability of the online food delivery,
home delivery is not available, high price value, etc. Chez Bruce provides good quality of
food with delicious taste. Therefore food items, ingredients are fresh and well-cooked for
the customers. Chez Bruce provides free Wi-Fi connection in the restaurant premises to
the customers.In recent time providing Wi-Fi is the pleasurable thing for all the
customers. Customer service is the biggest strength of Chez Bruce restaurant. All the
customer are served equally with their desired order. Customers are attended genuinely
by the company employees (Kong, 2009). The restaurant provides a healthy foodie
environment for the customer. Food hygiene is also maintained by the management to
keep away the customer health issue. It also has few faults these are the field of
improvement. Delivering food items online or through a specific website increase the
fame of that company as well as the food value. The company should start up the home
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delivery of food items (Soares et al., 2006). These weaknesses are the negative side of the
Chez Bruce restaurant.
1.2 carry out an analysis of the business using comparative measures of performance:
A business organisation like Chez Bruce restaurant able to measure the performances through
using financial and non-financial process. The financial measure consists of profit before the
tax and turnover while the non-financial consists of customer’s satisfaction, customer’s
appointment charges and delivery time, waiting time, employee’s turnover (Kong, 2009).
Measuring the performances of the organisation depend on the financial and non-financial
methods. Financial measure deals with companies invest, profit, revenues, return on
investment. The financial measure is very much simple, objectives, and easy to acknowledge.
But sometimes financial measure referred as historic and unavailable in the public province.
Inaccessibility, confidentiality, completeness, accuracy of information create the evaluations
among the different organisation. Non-financial measure analysis is seen in a small medium
enterprise for comparison among others. Both the financial and non-financial measures need
to be updated on a daily basis to know the current affairs or the positioning of the other
organisation. Plan duration, results, return on the investments measured as short or long term
measurement. Short time financial measure helps to analyse the organisation’s invest, profit,
products value comparing with the other organisation. Yearly performances are also
measured by this short-term financial measure. Accumulating the revenue or the yearly profit
etc. are helps to grow the organisation’s resources depending on the Past situation. Expansion
plan helps to push the growth of the organisational strategy not only that profitability is an
important factor to achieve the goals to increase its share market, brand name and
organisational fame. Performances measured by the holistic approach. That incorporate the
financial or the non-financial measure as per the time management. According to the many
scholars, the growth of the sales volume occurs as per the early efforts and performances of
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that organisation, satisfaction of the customers, collecting referral from the current customers.
Small business used the market share, investment, profit, as the indicator of the measurement.
These indicators help to reflect the holistic approach through utilisation of financial measure
and non-financial measures.
LO2 be able to propose changes to improve management and business performance:
2.1 recommend with justification, appropriate actions to overcome the identified weakness in
the business:
Chez Bruce should take some necessary action to improve the weakness. Firstly company has
to identify the weakness after that necessary step needs to cure the weakness. Weakness is
firstly identified or recognised. Weakness area of the Chez Bruce restaurant overcome
through recognising the weakness, focus on positive aspect, using tool and techniques, build
confidence. Chez Bruce restaurant has no home delivery facility. The company should start
up the home delivery facility for the customer for their need. Hiring extra employees for the
home delivery system for those customers who want the food item in the house instead of
restaurant premises. Online order placement facility should start for every type of customers
by the Chez Bruce authority. Need to open an official website. The cost of the food items
should be reasonable for the customers. A Huge amount of price forced to reduce the sale of
the food item. Set up a reasonable price table for the specific food items in the restaurant help
to increase the customer. Those weaknesses must handle with care with effective or
improving steps by the restaurant authority. Utilisation of modified tools and techniques are
very much helpful to improve the area of weaknesses. Tools are like an own official website
to sell more products, engaging more employees for home delivery, choose a reasonable and
affordable price for the customer. To eradicate or erase these weaknesses little more
improvisation need to retain the fame of Chez Bruce. Chez Bruce earns more fame and profit
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when these weaknesses are carefully improved. These improvisations need to achieve the
goals or aims of the restaurant industry by Chez Bruce. Weakness
2.2 analysis ways in which existing performance could be maintained and strengthened:
Performances of the Chez Bruce restaurant measured through the financial and non-financial
measure. To retain the fame and the continuous profit performances are essential for the
company. Maintaining the strength of the organisation helps to boost up the performance
level of the restaurant. Development of the services for the customer helps to increase the
performance scale of the restaurant. After that the food ingredients, items taste are the main
strength of restaurant organisation. The good understanding between the cook and the
ingredients provider helps to choose the better quality of food items. Maintaining the good
quality of cooking also give rise to the performance level to the top. Food taste is another
important part of the restaurant. Well, performances also evaluate by the good effort of the
cook. If those performances are maintained by the chef, waiter and others in the restaurant
that helps to increase the strength of the restaurant. Proper execution of the strength in the
restaurant increases the performance level of the competitor. Providing free facilities to the
customers in the restaurant also improve the overall performance of the organisation. Overall
performances measured by the efforts of all the staffs associated with the restaurant.
Customer demands are the priority for the management (Soares et al., 2006). Definite
distribution of task helps to avoid the conflict which helps to maintain the workplace’s
environment. Particular needs of the customer are fulfilled by the staffs of the restaurant. That
create a positive impression in the customer mind for the restaurant. Existing performances of
the organisation can be raised with the improvisation of the strength. Well, execution of the
positive things helps to develop the strength of the restaurant. The company should recognise
more strength point for giving better services to the customers. Satisfying them with the
variety of food item (Soares et al., 2006), meals, etc. are the key to achieving desired goals.
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Customer satisfaction is the main strength of the restaurant authority. With that efficient
strength and positive impression performance level increase time to time.
2.3 recommend with justification, new areas in which the business could be expanded:
Company is able to expand this business in a different way in the market of United Kingdom.
Through the restaurant business, chez Bruce achieves lots of profit as well as fame in the
market. In the restaurant industry, Chez Bruce has achieved fame by providing good food
item, and customer services. Now Chez Bruce can show its interest in another field like retail
sector, clothing sectors, bakery sector. Chez Bruce shows its positive attitudes toward to the
bakery sector. Chez Bruce opens a new business centred with the bakery products like cake,
pastry, snacks, pudding item, etc. Chez Bruce bakery business can open their branch in UK
market. Bakery business is the new area for the Chez Bruce restaurant. Chez Bruce can use
their reputation for an opening bakery business. This bakery business they should provide
various types of the bakery products with delicious taste. Business should have a clear motive
to start a bakery. Chez Bruce should maintain all the best strategies to build this bakery
business. Experience staff should recruit for giving best customer services, bakery items to
the customer. Hygiene, foodie environment, etc. should maintain by the Chez braces as those
are maintained in the restaurant. Lots of facilities should provide to the customer for better
selling. Chez Bruce should pay attention to the customer’s desire with bakery food items.
Selection of good bakery ingredients another important part of the bakery business. Chez
Bruce should pay attention to their food item. Publicity of the bakery business is also the
matter of concern of Chez Bruce. Home delivery, online food order facilities are needed to
grab the market position in the United Kingdom. Proper utilisation of customer service, the
variety of bakery item, quality and quantity of the food item increase the number of a
customer through newly expanded business.
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LO3 Be able to revise business objectives and plans to incorporate proposed changes
3.1 Produce an assessment of existing business goals and plans:
The business purpose is regarded as an aim where the trade wants to carry on for the future. It
can be indicated by the statement of the situation. Business goals are the future perspective
where the process of business aims can be achieved by setting measurable and stated targets.
There are different types of business objectives which are clearly described goals, and the
business owners or the management should take responsibility for setting the business targets.
The top management of Chez Bruce gives mode and directions which are necessary to
operate a business successfully (Prioritising and Linking Business Goals and IT Goals in the
Financial Sector, 2010). The managers prepare plans for meeting these objectives, and they
want to keep the record of deviations and progress. There are some important goals which are
necessary to carry on business. Most companies operate a business for increasing
profitability. One of the primary objectives is to maximise their wealth by improving
profitability. Another objective is to maintain cash flow which helps to run a business
smoothly. Distributing payment among the creditors and employees will be helpful.
Increasing return on asset shows how fast the trade makes the profit on the capital or money
which has been invested by interested parties. Most potential stakeholders want to know
about the business plan before investing their money in business. The planning is a tool
which helps to attract the investors to fund in this company, and that can be used as a strategy
(Business Metadata: Linking Enterprise Goals with Data Warehouse, 2015) . A good business
plan should set the progress of trade over its lifetime.
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3.2 Revise plans to incorporate appropriate changes:
A business organisation needs to revise plans for incorporating appropriate changes. Any
company has various plans and objectives which are helpful for them to carry on their
businesses successfully. Chez Bruce needs to maintain some programs and techniques to
achieve their business through the management of hospitality. In this restaurant, different
staffs satisfy their customers by serving dishes according to the client's demands. When the
customers place their orders to the waiters of Chez Bruce, the servers note down on their
copy. Then the service men go to the main chef of their kitchen, but they don't provide any
copy to the chefs. So, it can effect on their providing service, as they have no copy of the
particular food item which the customer placed an order. The chefs can forget to prepare
some specific recipes among the varieties of dishes, or they may be puzzled or confused
about who placed that particular order and how fast they need it. So, it can be problematic for
the staffs in such a restaurant, and if the customers don't get their placing order in time, they
can be worried and angry on the staffs (Hermansson, 2011). So, the authority should review
their plans and objectives at least monthly or on the quarterly basis. The waiters should also
provide another copy to the manager of this restaurant, by doing this the authority will keep
the documents in advance, and that will be useful for their business. If the manager gets the
information about the placing orders of their customers, he can prepare a bill then, and that
also be helpful for their customer, as it is a time-saving process for the both manager and
clients. When the customers grab their dish, in that time the manager will prepare the bill, so
it is effective for both. The authority should revise their plan to know about where their
program is efficient and where it does not work.
3.3: Prepare an action plan to implement the changes:
Every company should develop an action plan which helps change-makers to turn visions
into realism, increase accountability and efficiency within the enterprise. The action plan
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explains the process through which an organisation will reach at its aims through exact action
steps, and these steps help to describe when and how the levels will be engaged. This
technique contributes to develop and utilise the action plan of the groups within the company.
The action plan is an idea through which any organisation makes their vision concrete, and
this program helps to find out the way to meet their objectives by using their strategies. In the
Chez Bruce restaurant, the top management should implement a strategy through which they
can make their business profitable. The authority should provide a dairy or letterhead in
which the waiters of the restaurant can note down the orders which have been placed by the
customers. The servers will point out the particular date also on which they take place orders
from the customers. The management should declare that they will reward the staffs who can
receive more requests from their clients and by earning order placement in a month or week,
the waiters will be given incentives (Dymarsky, 2011). Through this action plan within the
organisation, the authority can develop their business fruitfully and make adjustment among
the staffs and customers easily.
LO4 Be able to examine the impact of change management on the operations of the business
4.1 Report on the incidence of the proposed changes on the firm and its personnel:
In any organisation, a plan may be altered by an authority for carrying the business
successfully on. If the previously draft project creates any problem for the organisation, it can
be modified for getting the better result with the replacement of a new scheme. Though all of
the employees, business owners or managers of the enterprise could not embrace the
changing idea quickly, if it becomes helpful for the company, it must be accepted. The Chez
Bruce restaurant authority has implemented some changes due to satisfy their clients. The
manager should maintain keeping the record of the ingredients that has used in the kitchen of
the restaurant. If manager maintains to observe the expenses and earnings, they can calculate
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their profit quickly, and as it is a joint business, the percentage of profit can be divided easily
depending on their investing capital. The top management should keep on noticing on their
expenditure which is invested to purchase the cooking ingredients (Hermansson, 2011). The
management should also maintain billing process properly, as they can calculate their
expenses and income correctly to calculate profit quickly. As the waiters keep their dairy to
abide by their manager, they have served their clients properly in time. In the one hand, they
make satisfaction among the customers, and on the other, as they want to achieve the reward,
they dedicate their service appropriately. To earn their incentive with their salary, the waiters
and other employees work positively in the organisation. This technique will be very useful
for the organisation as this method can coordinate properly among the office staffs to satisfy
and serve the customers. Another effect of the proposed changes on the business is to identify
the individual dishes according to the preference of the clients. The restaurant authority can
determine their unique dishes which have been placed the order from their customers for the
maximum time. Through noticing on this decree placement, the management authority may
also be profitable; they can increase the rate of their individual dishes which have unique
demands from the customers. By doing this, they earn more profits from their clients.
4.2 Plan how the changes will be managed in the business:
There is various process through which an authority can manage their business in an
organisation. At first, the top management of Chez Bruce should analyse the business
accurately and determine the different sectors where the management authority wants to
change (Heine, 2011). Then the manager should collect information on the changes which the
administration has wanted, because they have to show the data to the police as their staffs are
satisfied or not due to the changes. The management system should present the information to
the executives and managers and should encourage the other teams to input the changes
successfully. The authority should provide training to the officers to cope up with the new
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changing strategies of the business, as the workers quickly work out with the new planning
within the organisation (Kulms, 2010). The workers should be introduced with the new plan
to the employees by giving an introductory class of the new plan which should be provided in
or before 30 days to the implemented date which the change occurs.
4.3 Monitor improvement in the performance of the business over a given timescale:
As the Chez Bruce Restaurant is a small business company, it is developing gradually from
founding this restaurant on 1995. It has started within a few square feet, but the restaurant
attains huge changes within several years from its foundation. In the present days, the
restaurant has enough space for their customers as they can freely grab their food in a better
environment (Ginsberg, 2016). The authority has now furnished with a wooden finished
furniture which makes the restaurant more attractive to the customers. The management
authority has used varieties flowers and lampshades to provide the romantic dinner for
couples with such a special environment. The management authority has made the attractive
environment to develop their business with a vast arrangement within the restaurant. Though
there was some problem in maintaining hygiene and food quality because of their small
place, now the management has the better kitchen to keep the hygiene and quality of the food.
They are now serving high-quality food with a proper garnishing. This also helps to make
more customers for the growing business and helps to make more profit for the company
(Kulms, 2010). As the restaurant provides free Wi-Fi for the advance customers, it also
attracts the new generation. These are the main improvement of the restaurant.
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