Quality Service in the Service Industry: A Case Study Analysis Report

This report analyzes the case of the Gawler South Bakery, which experienced a major food poisoning outbreak. It begins with an introduction outlining the aims and background of the case. The report then explores relevant quality management theories and concepts, including the philosophies of Deming, Juran, and Feigenbaum. The evaluation section assesses the bakery's failures in relation to these theories, highlighting the importance of food safety and hygiene. Recommendations are provided, emphasizing the need for proper training, adherence to safe food-handling procedures, and continuous improvement. The report concludes by summarizing the importance of maintaining quality standards in the service industry to ensure customer satisfaction and business sustainability. It draws on multiple references to support its findings and recommendations.

Running head: QUALITY SERVICE FOR THE SERVICE INDUSTRY
QUALITY SERVICE FOR THE SERVICE INDUSTRY
Name of the Student
Name of the University
Author Note

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Introduction
The main aim of this report will be to lay the background of the problem or issue
identified in the case study of Gawler South Bakery, along with the theories or concepts
related to quality systems and their applications for the service industry and their critical
evaluation with the case. Recommendations will be provided to avoid such scenario or
circumstances in future. The case study revolves around the food poisoning in the Gawler
South Bakery, located in Adelaide, where 49 people has been hit with severe food poisoning,
which includes 11 people who have been admitted to hospital (Anon 2019). The people from
two years to seventy years were affected by eating the product linked with chicken-sandwich
type products, which were sold at the bakery of Gawler South. Though the management of
the bakery had expressed their regret to customers as well as co-operated with the authorities
to make better their practices of food handling, which included the step where the chicken
sandwich would be prepared for testing but not for public sale. The health department of
South Australia has cautious the people about the importance of safe food-handling
procedures in this context which included assurance of keeping the food preparation areas
clean and washing of hands before preparation and serving of the food. In the year of 2017,
the total confirmed cases rose to 1,375, till 23rd December. The health director of public
health started to inspect as well as check the ways, along with the local council of member.
The management of bakery also co-operated with the authorities and has contributed in the
betterment of food safety practices. It has been found that the source of the contamination
was connected with wraps, filled sandwiches, focaccias and rolls which were prepared and
sold at the bakery. Salmonella infection, which is a bacterial disease that affects the intestinal
tract, and live in human and animal intestines, was not found in the environmental and food
samples collected from the bakery, but it might happen as the source of the contamination has
passed by the time of identification.

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Theories and Concepts
In the context of the concepts and theories of Quality Management, Deming
Philosophy aims on continuous development of the product development processes involved
in all the areas where food is related, it can be bakery, restaurant or a hotel. He believed that
variations or alterations is the course of poor quality, and it can be human behaviour in
customer service or mechanical specifications in the mechanical processes. The base of his
model is improvement in the quality of the food prepared and would be served to the
customers. It has been critically stated that too much of variation results in failure of the
preparation of the product, which leads to unhappiness among the customers and decrease on
the revenue earning of a restaurant or bakery (Pirani and Arafat 2016). According to Joseph
Juran, the direction to maintain the quality must come from the senior management or owner
of the bakery, hotel or restaurant. The improvement need to be done at a fast rate, so that it
will be able to satisfy the basic requirements of the customers, and the quality must be
viewed from both the viewpoint of internal and external perspectives. The quality of the food
would result in the customer satisfaction (Srey, Jahid and Ha 2013). His Quality Trilogy
includes quality planning, quality control and quality improvement. From the viewpoint of
A.V. Feigenbaum, the concept of total quality control raised. The overall quality of the food
manufactured need to be maintained according to the basic minimum standards required in
the food industry. Poor quality of food delivery would reduce the number of footfalls in that
particular outlet. The modern technology need to be introduced in the quality management of
the food manufacturing processes in the food industry (Koo et al 2013).
Evaluation
Considering the above discussed issue along with the theories and concepts of quality
management, it can be evaluated that maintaining a basic standard in the food industry is very
much important, as it is a very competitive sector, and supply of poor quality food to the

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customers would result in switch of the food destinations of the customers. The food handling
while preparing the food and maintaining of basic cleanliness in the place where the food is
getting prepared are the minimum standards that all the entities engaged in delivering food
must follow (Cappitelli, Polo and Villa 2014). Improvement in the preparation of food and
delivering them would help the entities to engage more with their customers and maintaining
the sustainability in this competitive market. They must be open to welcome the changes in
the taste and preferences of the people, so that the quality can be altered but maintaining the
basic standard of food preparation. Innovative style of food preparation and delivery may
have a positive or negative feedback. The customer satisfaction level would help to evaluate
the findings and accordingly the entity can change their style of food preparation and food
delivery (Endersen et al 2014).
Recommendations
Service industry or food industry to be said precisely is a delicate business industry.
So, the people engaged with this industry need to promote the health and safety standards that
to be maintained in the quality of food preparation and delivery. Proper training need to be
provided to the people who ae involved in the food preparation process, who should check
the quality of the raw materials. It will help to identify the bad things, if present, and avoid
preparation of the food from those things, which would help to reduce the cases like that
happened in Gawler South. The importance of safe food-handling procedures, which includes
assurance of keeping the food preparation areas clean and washing of hands before
preparation and serving of the food need to be followed strictly (De Boeck et al 2016).
Conclusion
From all the above discussion, it can be concluded that maintaining a minimum
quality in food preparation along with its delivery is the most important thing that all the

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people associated with this particular industry must follow the safety standards strictly, and
punishment must be there in negligence. This must be reduced in order to sustain in this
highly competitive market place globally.

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References
Anon, (2019). [online] Available at:
https://www.adelaidenow.com.au/news/south-australia/gawler-salmonella-toll-rises-to-35-
with-nine-victims-in-hospital-and-may-rise-further-authorities-warn/news-story/
9db76b930e4f3e2bae40adc1bbf874d9 [Accessed 24 Aug. 2019].
Cappitelli, F., Polo, A. and Villa, F., 2014. Biofilm formation in food processing
environments is still poorly understood and controlled. Food Engineering Reviews, 6(1-2),
pp.29-42.
De Boeck, E., Jacxsens, L., Bollaerts, M., Uyttendaele, M. and Vlerick, P., 2016. Interplay
between food safety climate, food safety management system and microbiological hygiene in
farm butcheries and affiliated butcher shops. Food control, 65, pp.78-91.
Endersen, L., O'Mahony, J., Hill, C., Ross, R.P., McAuliffe, O. and Coffey, A., 2014. Phage
therapy in the food industry. Annual review of food science and technology, 5, pp.327-349.
Koo, O.K., Martin, E.M., Story, R., Lindsay, D., Ricke, S.C. and Crandall, P.G., 2013.
Comparison of cleaning fabrics for bacterial removal from food-contact surfaces. Food
control, 30(1), pp.292-297.
Muhterem-Uyar, M., Dalmasso, M., Bolocan, A.S., Hernandez, M., Kapetanakou, A.E.,
Kuchta, T., Manios, S.G., Melero, B., Minarovičová, J., Nicolau, A.I. and Rovira, J., 2015.
Environmental sampling for Listeria monocytogenes control in food processing facilities
reveals three contamination scenarios. Food Control, 51, pp.94-107.
Pirani, S.I. and Arafat, H.A., 2016. Reduction of food waste generation in the hospitality
industry. Journal of Cleaner Production, 132, pp.129-145.

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Srey, S., Jahid, I.K. and Ha, S.D., 2013. Biofilm formation in food industries: a food safety
concern. Food control, 31(2), pp.572-585.