Service Design Management: Evaluating Service Quality Standard and Management Strategies of a Hypothetical Restaurant

Running Head: SERVICE DESIGN MANAGEMENT
Service design management
Name of the Student
Name of the University
Author Note

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SERVICE DESIGN MANAGEMENT
Executive summary:
The report is prepared for evaluating a service quality standard and management strategies of a
hypothetical restaurant based in Sydney, Australia. Analysis is based on the case study
illustrating the challenges faced by restaurant in terms of their services offered to customers and
quality of food provided. Evaluation of service quality dimensions of flagship restaurant is done
by the application of SERVQUAL model. In the later part of report, analysis of existing
strategies of management of restaurant is done by using fish bone analysis. Furthermore, report
also incorporates discussion on recommendation concerning new service management strategies
that should be employed by organization.

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SERVICE DESIGN MANAGEMENT
Table of Contents
Introduction:..............................................................................................................................2
Discussion:.................................................................................................................................2
Evaluation of key service dimensions:......................................................................................2
Analysis and identification of existing service management strategies:...................................5
Recommendation of new service management strategies:........................................................8
Conclusion:................................................................................................................................9
References list:.........................................................................................................................10

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SERVICE DESIGN MANAGEMENT
Introduction:
The report is prepared for reviewing the current state of management strategies and
service operations of a restaurant chain Al Dente Primo Restorante in Australia. This particular
restaurant operates in five of its city based outlets and with the evolving needs of customers, they
are facing some challenges in its service design. It is ascertained from the case study that
restaurant provides immaculate service to its targeted customers and has a monthly rotating
menu. Due to increased competition in restaurant business in Australia, the management is
concerned about service quality, as they perceive that the quality standard id deteriorating
compared to other players in the market (Dehury & Sahoo, 2016). In this report, service quality
dimension of flagship restaurant is evaluated along with the analysis of existing management
strategies. Report also incorporates discussion on recommendation on new service management
strategies for Al Dente for improving standards of service quality.
Discussion:
Evaluation of key service dimensions:
It is essential for organization to understand the perception of their quality of services that
are being delivered and the way they are evaluated by customers. Service quality dimensions
demonstrated at the flagship restaurant is evaluated by the application of service quality model
that explores the case and effect relationship between variables involved in service. The gap in
the management of service quality of restaurant is SERVQUAL model that deals with the
identification of five dimensions such as reliability, tangibles, responsiveness, assurance and
empathy (Berry et al., 1985).