Business Case Study: Porcini's Pronto - Expansion and Strategy

This case study examines Porcini's Pronto, a restaurant chain considering expansion. The assignment analyzes the company's approach to maintaining high-quality food and service, including employee training and customer satisfaction surveys. It explores the Pronto concept, evaluating how well it supports the goal of "Great Italian cuisine without the wait." The student selects a growth option (syndication) and discusses its implications, focusing on brand image, control over operations, and profitability. The assignment also identifies Pronto's sustainable competitive advantages, highlighting its quick, high-quality service and efficient operations. References are provided to support the analysis of customer satisfaction, service quality, and competitive advantage in the restaurant industry.

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

1CUSTOMER SATISFACTION
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.

2CUSTOMER SATISFACTION
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.

3CUSTOMER SATISFACTION
Response to question 5: What are the implications of your choice (Q4)
The image of the brand will be improved through the option of syndication because it
will help in achieving the vision of the company says no wait. Porcini will be able to maintain
proper control over the operations through syndication and therefore the company will be able to
deliver the same level of quality of services in all its outlets and also maintain the same ambience
of family setting just with quicker check out options. Therefore this option will help in
improving the overall profitability of the company. This method can also help in making a 4%
revenue from each of the new locations selected and there will be approximately 20 locations by
end of 2108.
Response to question 6: Sustainable competitive advantages
Pronto will have a competitive advantage for its quick and better quality services as the
operations will be based upon its vision of no wait. The same will be followed in delivering
services, human resource management and even for checkout of customers.

4CUSTOMER SATISFACTION
References
Andriotti, L. E. (2019). Gestão de custos em uma empresa do setor de eventos do interior do
estado de São Paulo (Bachelor's thesis, Universidade Tecnológica Federal do Paraná).
Heskett, J. L., & Luecke, R. (2011). Porcini's Pronto:" Great Italian cuisine without the wait!".
Harvard Business Pub..

5CUSTOMER SATISFACTION
Bibliography
Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of
standardization and customization: Impact on service quality, customer satisfaction, and
loyalty. Journal of Retailing and Consumer Services, 35, 91-97.
Liu, W. K., Lee, Y. S., & Hung, L. M. (2017). The interrelationships among service quality,
customer satisfaction, and customer loyalty: Examination of the fast-food
industry. Journal of Foodservice Business Research, 20(2), 146-162.