Quality Management System Report: Business Analysis of a Restaurant

This report provides a comprehensive analysis of the quality management system (QMS) implemented at Jose's Mexican Restaurant. It begins with an introduction highlighting the significance of quality management in the food and beverage industry, particularly in enhancing customer satisfaction and driving sales. The report then delves into understanding the organization's context through a PEST analysis, examining political, economic, social, and technological factors influencing the restaurant. It identifies the needs and expectations of various interested parties, including customers, waiters, and cooks. A detailed quality policy is presented, emphasizing adherence to ISO 9001:2015 standards and outlining key principles for controlling food production and ensuring quality. The report addresses risks and opportunities, suggesting actions to improve customer satisfaction and leverage opportunities such as food quality control. A quality plan is outlined, specifying activities and resources required across various departments. A process map visually represents the restaurant's operational activities. The report concludes by reinforcing the importance of effective QMS in the food and beverage industry, emphasizing the role of appropriate resources in maintaining a strong business value.

Running head: QUALITY MANAGEMENT SYSTEM
Quality Management System
Name of the student
Name of the university
Author note

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Table of Contents
Introduction:...............................................................................................................................3
Understanding the organization and its context:........................................................................3
Need and expectation of interested parties:...............................................................................4
Quality policy:............................................................................................................................5
Actions to be taken to address risk and opportunities:...............................................................5
Quality objective and plan:........................................................................................................6
Resources:..................................................................................................................................7
Process map:...............................................................................................................................7
Conclusion:................................................................................................................................8
References:.................................................................................................................................9

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Introduction:
Quality management in the restaurant setting is very much important as it helps in
ensuring good quality of products, which can easily catch the attention of customers. This is
the way, through which the restaurant can easily increase the statistics of their sales, which is
the key of running business in a profitable manner (Davis et al. 2018). The aim of this paper
is to evaluate quality management in the context of Jose’s Mexican Restaurant. The quality
policy and process map of the restaurant will also be presented in the paper.
Understanding the organization and its context:
PEST analysis is one of the most important tools, through which an organization can
assess the external factors that can influence the internal functionality of a firm (Moschidis,
Chatzipetrou & Tsiotras, 2018). This is the way, through which a systematic evaluation of
business can be carried out. PEST analysis of Jose’s Mexican Restaurant is as follows:
Factors Internal External
Political  Rapid emergence of
number of customers
 Extremely convenient
location
 Long term sustainability and
profitability
 Stable political environment
with wide ranges of
investors
Economic  Offering different types of
Mexican dishes
 Large amount of tips from
customers.
 New England is one of the
largest GDP around the
world, which is allowing the
companies to be profitable
 Diversified with economy,
free market and foreign

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direct investment
Social  Innovative furniture style
 Soothing background
music that can easily catch
the attention of customers
 Most of the public services
in New England is free of
cost
 Open for migration, which
is creating a
cosmopolitanenvironment in
New England. This is
leading to cheap workforce.
Technological  No online booking system,
which is accelerating
customer’s traffic
 Robust development of
technology is resulting in
high quality of innovation
skill
 Significant rules and
regulations in order to
protect intellectual property
Need and expectation of interested parties:
In order to run a business properly, it is important for the restaurant owners to meet
the expectation of interested parties. This is the way, through which the restaurant can be able
to strengthen the value of their business by keeping the interested parties attracted (Chen &
Voigt, 2020). According to the case study, the customers are the most important interested
party of Jose’s Mexican Restaurant, who is extremely interested towards having high quality
of food. Thus, it is important for the restaurant to improve their production procedure and use
healthy and nutritious raw materials. Through this way, Jose’s Mexican Restaurant can offer

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high quality of food to the patron. The waiters are another important interested party in a
restaurant, who are engaged in the most important activity i.e. customer service (Fiorino et al.
2019). Thus, keeping the staffs attracted is the most important activity to be considered by
Jose’s Mexican Restaurant. The cooks are another major interested party of Jose’s Mexican
Restaurant. Thus, the factors like working condition, equipment of cooking, health and safety
in workplace which can help the restaurant to keep the cooks happy and satisfied (Fiorino et
al. 2019).
Quality policy:
In the contemporary times, the food and beverage operators have to carry out multiple
activities such as upholding food quality, using highly distributed supply chain and increasing
volume and variety of products that can exceed the expectation of customers. ISO 9001:2015
requires strong quality policy of an organisation and set appropriate operational and strategic
direction. According to this policy, it is important for the higher authority of a restaurant to
review both the quality policy and objective on regular basis and take needful action in order
to improve the same (Aadil et al. 2019). The principle, which should follow in order to meet
ISO 9001:2015 are presented below: Jose’s Mexican Restaurant
 Controlling the raw materials and poultry product likechicken, eggs, and dairy
products, cow, pig, and sheep. This is the way, through which the production process
can be controlled.
 Controlling the entire procedure of food production
 Implementation of preventative techniques, which can help in resolving quality
concern.
 Inspection of finished products in order to ensure that it meets the requirements of
customers.

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 Screening in various phases such as visual, physical, and chemical tests must be
carried out in the inspection stage.
Actions to be taken to address risk and opportunities:
In the context of food and beverage industry, satisfaction level among the customers
plays a major role in attaining success from business. This is the mode of strengthening the
public image of a restaurant which is the key of improving statistics of sales and thereby
profit (Hassan et al. 2019). From the case study, it is evident that, Jose’s Mexican Restaurant
is facing certain issues in generating satisfaction among all of its customers. In this situation,
it is important for the higher authority of the Jose’s Mexican Restaurant to follow the step of
Encouraging public involvement. It is true that, the restaurant has conducted customer
survey.
Still, it is important for them to ask question to the customers in order to figure out
what kind of issues they are facing. In addition, Evaluation of Alternatives is another major
step according to FEMA guideline (Fema.gov. 2020). In this step, it is important for the
restaurant to evaluate the alternative recommendations, given by the customers. However, the
opportunities such as controlling the quality of food by the cook and variety of food are some
of the major opportunities, which Jose’s Mexican Restaurant can avail in order to keep the
guests attracted.
Quality objective and plan:
Quality plan for Jose’s Mexican Restaurant is as follows:
Factors Activities
Food  To use high quality of raw material
 To offer high quality of healthy and nutritious food

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 Food should be fresh and serve at right temperature
Back of
House
 Ensure food is rotated in order to maintain freshness
 Avoid cross-contamination by identifying utensils for specific
items
 Storage areas must be kept clean
 Uniform worm by staffs must be clean
Front of
House
 Dining environment must be warm
 Tables must be wiped properly
 All plates and utensils should be clean before serving
 Check the cleanliness of tables and chairs on regular basis
Training and
Management
 Maintain friendly and knowledgeable staffs
 Training should be provided to the customers to maintain customer
service consistently
 Cross-training needs to be provided to the staffs
Resources:
Skilled and knowledgeable people are the most important resources, which Jose’s
Mexican Restaurant requires in terms of improving the quality of food. As the restaurant is
facing certain issues related to quality of raw material, these people can help Jose’s Mexican
Restaurant by checking the quality and freshness of the raw materials. Appropriate
infrastructure is another vital resource, which Jose’s Mexican Restaurant requires to improve
the overall quality of restaurant.

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Process map:
Process map is the best way to present the activities that an organization performs in
order to attain success from business. Process map for Jose’s Mexican Restaurant is presented
below:
Figure 1: Process map
(Source: author)
Conclusion:
In food and beverage industry, managing quality is very much required in order to
strengthen satisfaction level among customers by improving the quality of food. Appropriate
resources are highly required in terms of strengthening the value of restaurant business.

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References:
Aadil, R. M., Madni, G. M., Roobab, U., ur Rahman, U., & Zeng, X. A. (2019). Quality
Control in Beverage Production: An Overview. In Quality Control in the Beverage
Industry (pp. 1-38). Academic Press.
Chen, X., & Voigt, T. (2020). Implementation of the Manufacturing Execution System in the
Food and Beverage Industry. Journal of Food Engineering, 109932.
Davis, B., Lockwood, A., Alcott, P., & Pantelidis, I. S. (2018). Food and beverage
management. Routledge.
Fema.gov. (2020). Eight Step Planning Process for Floodplain/Wetland Management |
FEMA.gov. [online] Available at: https://www.fema.gov/eight-step-planning-process-
floodplain/wetland-management [Accessed 7 Feb. 2020].
Fiorino, M., Barone, C., Barone, M., Mason, M., & Bhagat, A. (2019). Quality Systems in the
Food Industry. Springer International Publishing.
Fiorino, M., Barone, C., Barone, M., Mason, M., & Bhagat, A. (2019). Chemical Additives
for Foods. Impact of Food-Related Quality System Certifications on the Management of
Working Flows. In Quality Systems in the Food Industry (pp. 1-27). Springer, Cham.
Hassan, M. G. B., Akanmu, M. D., Mohamed, A., Harun, N. H., & Nadzir, M. M. (2019).
The Role of Benchmarking on Sustainability Performance in Food and Beverage
Companies of Malaysia. In 2019 IEEE Jordan International Joint Conference on
Electrical Engineering and Information Technology (JEEIT) (pp. 530-537). IEEE.
Moschidis, O., Chatzipetrou, E., & Tsiotras, G. (2018). Quality costing and quality
management maturity in Greece. International Journal of Productivity and Performance
Management.