Strategies for Business Improvement: The Bird Hunter Company Case

This report addresses the challenges facing Bird Hunter Company, utilizing customer complaints and auditing reports to define problems and propose solutions. The report identifies key issues such as poor customer relations, unstandardized food quality, uncleanliness, delayed services, lack of organizational structure, and unmotivated staff. The proposed solutions employ the DMAIC (Define, Measure, Analyze, Improve, Control) approach, focusing on improving customer service through staff training and feedback mechanisms, standardizing food quality through chef training and ingredient control, enhancing cleanliness through improved staff uniforms and dining room appearance, streamlining services through table management policies, establishing a clear organizational structure with defined roles, and motivating staff through fair treatment and appraisal systems. The report also suggests transformation strategies such as professional development, high-quality products, customer value focus, and regular stakeholder meetings. Capacity building through staff training and appreciation is emphasized, along with maintaining consistency across all branches and considering product re-branding to restore customer goodwill. The report concludes that Bird Hunter Company can restore its image by adopting these solutions and prioritizing customer satisfaction.

INTRODUCTION : PROBLEM DEFINITION
• In order to define the problem facing the Bird Hunter company, customer complaints
and auditing reports for the company were used in order to drawn-out the strategies to
solve out the problem. These complaints were sampled in order to see clearly to area for
improvement and the strategies for the same.
• If these challenges cannot be solved in any business, it is impossible to succeed
Customers complaints Staff complaints
Poor customer relation Lack of staff motivation
Unstandardized food quality and taste Poor management lack
Delayed services and time wastage Lack of organizational structure and work flow
Uncleanliness Employment of unskilled staff and lack of guideline
for employment.

FINDINGS
From the study that was done, it was found out that both internal and
external changes had to be done in order for the business to regain its
image.
In this presentation we have tackled each problem both from the
customers and the organization so as to give a map for business
improvement.
The solutions proposed in this presentation have used the DMAIC
approach. In that we defined the problem, measured its effect and
analyzed it. We tried to propose some solutions to curb the problem
that had been identified and the proposed the measures to control
them.

DMAIC
• This in an acronym for five words as they are explained below.
• Define; the problem, improvement activity, opportunity for
improvement, the project goals, and customer (internal and
external) requirements.
• Measure; process performance.
• Analyze ; the process to determine root causes of variation, poor
performance (defects).
• Improve; process performance by addressing and eliminating the
root causes.
• Control; the improved process and future process performance.

POOR CUSTOMER RELATIONS AND SERVICE
DELIVERY
• This problem is as a result of the type of staff that has been employed
as well as of infrastructure that is present within the company. As a tool
to implement six-sigma it is proposed that the company takes its staff
through a training the workforce.
• The company needs to check at the way it gathers information quickly
from the customers and act appropriately without wasting time.
• Some of the methods to gather information in providing a customer
care desk in the restaurant and provision of suggestion/ complaint
boxes for the customers.

UNSTANDARDIZED FOOD QUALITY AND TASTE
Solution
• Food quality maintenance: Checks for different items need to be put in
place to check the items that are supplied. Also before identifying the
supplier, the company needs to set the standards for the items that are being
supplied. This can be analyzed through the SIPOC (supplier, input, process,
output and customers) flow chart to identify the weak points.
• Training of Chefs: Chefs should be trained for the restaurant in order to
keep the taste the same for the customers. For example the MacDonald's
train their chefs in order to be able to give food a particular taste.
• Same quantity for ingredients: Measurable standard of ingredients while
cooking needs to be established across all outlets.

UNCLEANLINESS.
• Cleanliness if key for any company dealing with food and this builds customer
trust for the restaurant.
• Three aspects can determine how a customer views food cleanliness which
include appearance and behavior of staff, food temperature and appearance of the
dining room.
• These issues can be addressed first by ensuring that the staff is in a clean and
attractive uniform, ensuring that the food is at the right temperature and making
the dining room to by attractive and clean by even introducing flowers or trees
within the dining rooms. This will totally change the layout of the restaurant
• Cleaning service provider can also be hired whose work is to concentrate on
cleaning only. This can give the other staff room to serve the customers.

DELAYED SERVICES
• A delay occurs due to undefined work flow hence bring collision on the way.
• This problem can be solved by table management in a restaurant. This the
process in which a host assigns dining room tables to customers and to wait staff
stations.
• It also involves when the seats are assigned to the customers and how the waiter
handles them. This in return reduces the serving time hence bringing about
customer satisfaction.
• Also a specific waiter should be assigned specific tables to serve for a particular
period.
• Policies that have been applied to reduce customer waiting time include front-to-
back and in-out policy. This means that those who are in-front are served first
going backwards or those from the inner position are served then outside. These
policies have been shown below.

TABLE MANAGEMENT POLICIES TO BE
APPLIED.

JUMPING OF QUEUES.
• This can be eliminated be providing a check-in toll
machine that assigns customers numbers automatically.
This machine can also be incorporated with the services
available so that the customer can make orders from the
machine.
• Also a security guard can be put in place in order to
maintain order the restaurant.
• The staff also should be trained to have maximum
integrity in serving the customers

LACK OF ORGANISATIONAL STRUCTURE
WITH DEFINED ROLES
• Defined organizational structure is key to the success of any
organization. This will help out to determine the role of every
employee and the qualifications for each employee.
• Through a well organized structure the following benefits will be
harnessed.
1. There will be job satisfaction by the staff which has been a
challenge so far where workers are complaining of un-
harmonised salaries among them.
2. Efficiency in communication between senior management to
task groups in the lower ranks
3. Stability in the business.

UNMOTIVATED STAFF
• Motivated staff is key to providing quality work to the customers. From
the study that was conducted, the junior staff complained of being
mistreated by managers. Hence there needs to be a specific code of
conduct among the staff and identify the disciplinary measures to be
taken for any staff found of violating the same.
• Also to motivate staff, there should be staff appraisal need to be
conducted in order to determine who needs to be promoted. This brings
about performance growth within the business.
• Manager need to be friendly to the juniors in order to captivate a good
working environment.

TRANSFORMATION STRATEGY OPTIONS
Whether you have been working on a successful business or not, some transformation strategies are
necessary like;
• Professional development; it is not enough to rely on the old tricks. market is so dynamic depending on
the product you are dealing with. hence, one needs to study and learn what is ‘hot’ in the field and be
committed to provide your customers extreme value. This will be possible only if attention is put to what
the customers are saying.
• High quality products/services; one of the quickest way to evade competition is by providing your
customers with high-quality products with same price as your competitors. Therefore as noted above, we
will take time to improve the taste and quality so that customers will appreciate.
• Customer value; this must be the question behind every question entrepreneur. If you cant identify the
value your product is creating to the customer, then you need to go back to the drawing table. Therefore,
the task of the business should be to make the customers happy than focusing on what you think is right.
• Regular meetings with stakeholders; stakeholders means employees, customers and vendors. Meeting
with them at specified period will help the management address the concerns in time before reaching out
of hand.