Customer Satisfaction - Porcini’s High Product and Service

Running head: CUSTOMER SATISFACTION
CUSTOMER SATISFACTION
Name of Student
Name of the University
Author Note

CUSTOMER SATISFACTION1
Response to question 1: Porcini’s high product and service quality
The company has been able to maintain high quality of goods and services by recruiting
employees with long experiences such as the supervisors, managers, the workforce and even the
chefs. The chef Mariana Molise applied her techniques to the menu that was less pricey of the
company and also helped in training other staff with flash cooking (Andriotti, 2019). Her recipes
were very famous among the outlets- pan seared scallops and vitello ala mariana. In order to
maintain the same level of customers satisfaction with the high quality services includes-
selection of appropriate locations, having a limited menu for each location, reducing the turnover
of the employees, quicker checkouts and conducting customer surveys.
Response to question 2: Porcini’s approach to quality
Porcinis’ approach to quality with the help of the customers questionnaire system helps in
matching the response of the customers with the service person or manager or operation. This
helps in preparing a performance scorecards for the employees of the team and also for the entire
restaurant. Then the scores are used by the management for identifying the weaknesses and also
improving the same and the same scores are also used for rewarding the employees. However
this system was completely based on measuring quality and therefore there was a need to
improve these metrics. The company can engage in developing a new system that measures both
qualitative and quantitative factors.

CUSTOMER SATISFACTION2
Response to question 3:How well or poorly do the various elements of the
Pronto concept support the goal of “Great Italian cuisine without the wait?”
The concept of Pronto is properly supported by the vision of the company that includes
“no wait” services. Therefore the same is followed in Pronto starting for selection of the menu
choices to the deliverables of services (Heskett & Luecke, 2011). The menus offered limited fare
and therefore its offered standard menu with moderate prices along with better quality, price
branding, food quality, and sustainability ownership. Therefore the strategies that were adopted
for this purpose included- process excellence through improving efficiency of operations and a
proper strategy for cots. Moreover the human resource strategy was aligned with the overall
goals and objectives of the organization. Moreover the quality measure were going to be done on
the basis of customer questionnaire which helped in matching the quality of service with each
operations and therefore preparing balance scorecard.
Response to question 4: Selection of available growth options
I would select the growth of Pronto through syndication because- it can help in
maintaining the quality of food and services by controlling and ensuring visibility at different
locations. It will help in keeping the culture present in all the restaurants, it can help in
improving the training and hiring process and it can help in reducing the risk, combing quick
growth and ensure median profit margin.