Food Service Management Report: Challenges, Analysis, and Solutions

This report focuses on food service management, specifically analyzing current practices and challenges faced by Duck & Waffle. It explores issues such as delivery time and lack of standardized procedures. The report delves into potential causes, including inadequate employee training and insufficient team building. It then proposes recommendations for performance improvement, including implementing SMART objectives, the seven C's of change management, and Kotter's 8-step change model. Furthermore, the report suggests strategic alliances, performance monitoring through mystery guests and customer feedback, and enhancements to standard operating procedures. The conclusion reiterates the importance of these strategies for operational efficiency and customer satisfaction, supported by a comprehensive list of references.

FOOD SERVICE
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Current management practices and there challenges ..................................................................3
Recommendations & implementation plan to performance improvement.................................4
REFERENCES................................................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................7

INTRODUCTION
MAIN BODY
LO 4
Current management practices and there challenges
It refers to working methods and innovations that are used by managers of Duck &
Waffle to make there company more efficient. The Best practice is method that is generally
adopted as superior to any other method as it produces best results and becomes the standard way
to do the business.
The biggest challenge faced by Duck & waffle is there increased time of delivery where
customer waiting for the order is too much resulting in loss of customers. Reason behind this
could be lack of training and empowerment of employees to deliver services which satisfy the
customer needs. Lack of strong team building where it is not being known by the company to
adapt to the policies on how effectively food needs to be served to customers.
Problem identified in the case of the above company is not the timely delivery of
products where the major root cause being evaluated is the company is lacking standard
operating procedure which includes set of step by step process in the company to help its
employees to follow complex routine structure where its facilities and equipments should be
such that results in fast flow of food. Cause for the above problem could be the company
focusing too much on quality where it is lacking to deliver the food fast which is good on the
part of customers who are patient but not on the part of others who want it quickly.
Company needs to come with innovative strategy& brainstorm solutions where it can
refurbish its business strategy and make an action plan which list down steps must be taken in
order to achieve goals which is in terms of reducing the time taken to deliver the food.

Company can implement setting up of SMART objectives where the time to deliver food
should be specific, measurable, achievable, realistic and within a time zone required by
customers.
Company need to implement proper seven C's of change management that are clarity that
means change process needs to be clear of what needs to be done next, continuous, certain that
change will occur, consistency in the process of change, co-operation among employees to
implement the same, confident that helps employees in showing the control and choices they can
make, and needs to be communicated as it is the key when it comes to change which can be in
the form of surveys, feedback sessions etc (The 7 C’s of Change Management,2020).
Company needs to implement Kotter's 8 step to successful change model which
includes steps as
Create a sense of urgency- Company should develop sense of urgency which needs to be around
the change of delivering food fast, which motivates employees to get things moving.
Form a powerful coalition- Duck &Waffle needs to convince people that change is necessary
and needs to take strong leadership who can guide and support the change process in company.
Create a vision for change- It is required on the part of company to have a clear vision which can
help its employees in understanding why they are being asked to do something which in turn will
help in generating flow of ideas, solutions etc.
Communicate the vision- It is required by Duck&Waffle to communicate the vision that is timely
delivery of food frequently and powerfully which can be exercised by calling daily special
meetings to communicate the vision.
Remove obstacles-By removing obstacles the company will empower its employees to execute
the vision which helps in moving change forward.
Create short term win- Company can give the taste of success to employees early in change
process. It refers to some quick wins which employees and customers can see in a short period
which depends on how Duck & Waffle executes its vision plan (Haas,2020).
Build on the change- It can be in terms of analysing after every win what went right and what
needs to be improved upon. Keeping ideas fresh by bringing new leaders who can lead to new
process to change model.

Anchor the changes in company culture- It should be ensured that change is being embedded in
company so that culture helps in showing the values behind the vision in day to day functioning
of company operations (Small,2016).
Recommendations & implementation plan to performance improvement
Duck & Waffle can come up with number of ways where its management can deal with
problems in ways like Recruiting talented staff who can work effectively and efficiently to
deliver results. Restructuring various strategy and implementing change management to get
results for delivering of food on time. Company can form strategic alliances and can opt for
merger& acquisitions which helps in the improvement of business process.
Company needs to constantly monitor and evaluate its business performance as it the
process of analysing, collecting and using information to have tracked on business operations
which helps in guiding management decision to change and is systematic assessment of business
activity whether it is in proper direction or not. It can be carried out by Duck& Waffle in ways
such as,
Mystery guest- This can be the employees of company who can come as guest shoppers to ensure
that business operations are in place and if founds something wrong takes into the consideration
of higher authorities which helps company to find areas need to be improved upon
(Collins,2017).
Inspections and customer feedbacks- It refers to careful examinations and scrutiny of business
operations by collecting customer satisfaction feedbacks which helps in knowing methods on
how delivery of food can be fast with high quality. It ensures that public health is in order and
helps in ensuring that business is doing well and improve upon the areas by taking in
consideration new ideas.
Company needs to improve upon its standard operating procedure which aims to achieve
efficiency, delivering quality output and ensures uniformity in performances of delivering its
food products which helps in reducing miscommunication and avoid with failure to comply with
regulations (Kluge, 2019).

REFERENCES
Books & Journals
Collins, J.C., and et.al., 2017. Management of common ailments requiring referral in the
pharmacy: a mystery shopping intervention study. International Journal of Clinical
Pharmacy.39(4). pp.697-703.
Haas, M.R., and et.al., 2020. # DidacticsRevolution: Applying Kotter’s 8-Step Change
Management Model to Residency Didactics. Western Journal of Emergency
Medicine.21(1). p.65.
Kluge, A., and et.al., 2019. Retention of a standard operating procedure under the influence of
social stress and refresher training in a simulated process control
task. Ergonomics .62(3). pp.361-375.
Small, A., and et.al., 2016. Using Kotter's change model for implementing bedside handoff: a
quality improvement project. Journal of nursing care quality. 31(4) pp.304-309.
Online
The 7 C’s of Change Management.2020[Online]. Available through<https://gethppy.com/talent-
management/7-cs-change-management-neuroscience>

CONCLUSION
REFERENCES
Books and Journals
Online