Business Operation Analysis: Service Quality Gaps at The Kitchen

This report examines the service quality gaps within The Kitchen, a family-owned business known for its food and refreshments. The analysis highlights a discrepancy between the advertised quality of a cake and its actual sourcing, leading to customer dissatisfaction. The report delves into the importance of service quality in the hospitality industry, emphasizing its impact on brand image and customer retention. It identifies the misinterpretation of product information by staff as a key service quality gap. The report recommends improvements in supply chain management to ensure the use of high-quality ingredients, aligning with customer expectations and maintaining transparency. The rationale underscores the significance of customer focus, process orientation, and the role of supply chain management in enhancing operational efficiency and profitability. The conclusion reiterates the importance of service quality and suggests that addressing supply chain issues is crucial for The Kitchen's long-term success.

BUSINESS OPERATION

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
CONCLUSION................................................................................................................................3
REFERENCES
..........................................................................................................................................................5

INTRODUCTION
It is the responsibility of the operations' manager that to ensure quality of the operations.
Operation management its considered as essential part of the firm that helps the entity in
providing quality services to the consumers (Baral and et.al, 2016). Customers are the life blood
of business, if they are not satisfied then entity may get failed to sustain in the market for longer
duration. Present study is based on The Kitchen which is the private firm. It provides light meal
and refreshment to the consumers. Current assignment will discuss gap in service quality in the
organization. Furthermore, it will explain issues in the supply chain management and
recommendation to resolve this problem.
MAIN BODY
Service quality gap
The Kitchen is the family business, it is popular in the country because of its testy cakes,
home-made pies etc. Company uses organic ingredients that helps in cooking the healthy food
and refreshment for the clients (Maddodi, Jansen and de Jong, 2018). The main agenda of the
firm is to provide amazing food to the consumers as per their requirements so that they feel
happy and retain in the firm for longer duration. One of the member of the company has
discussed about the cake with the consumers. Consumers have huge trust on the firm thus, they
were ready to pay high amount for this product. As The Kitchen is operating in the hospitality
and services industry where the firm is required to provide high quality services to consumers as
per their requirements (Mallick, 2015).
Quality of services impact on the business to great extent. If workers are unable to offer
quality services then it can impact on overall operational efficiency of the firm to great extent.
People those who are experiencing service of the firm have trust on the business unit. Whatever
the employees tell them they think that these are truth. In the modern business world consumers
demand is increasing with the rapid speed (Guo and Hu, 2015). In such condition it becomes
essential for the business that to make necessary changes in their services quality so that firms
can meet with their needs. Gap between existing delivering services and expected service create
issue for the firm. The Kitchen has misinterpreted the product ad have given half information to
the consumer which is the major service quality gap in the present case scenario. Staff members
has communicated that one of the popular cake is in fact bought in from a mass producers who
delivers them frozen to the outlet (Ćeha and Mitić, 2017). Giving false information is totally
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wrong because it increases expectation of the consumers and if entity fail to meet with these
expectations then it impacts on the brand image of the firm to great extent. Recently The Kitchen
has good brand image in the market and consumers are highly satisfied. But due to
communication held with the employees now demand of the clients have been increased thus,
now they are expecting amazing cake which has good test (Gerken III and et.al., 2015).
Course of action
It is very important for the staff members that to have adequate knowledge about the
products and services of the business and give clear information to the consumers as well so that
they get to know real ingredients that firm uses. If they do not have adequate knowledge then it
becomes difficult for them to coordinate right information with the clients. And if they
misinterpret regarding products and services then it decreases satisfaction level of the consumers
and they become negative towards the brand (Colin and et.al, 2016). Due to misinterpretation
regarding the ingredients' consumer was outraged and he becomes very negative for The
Kitchen.
In such condition cited firm is required to improve its supply chain management services.
This will help in preventing the firm from this situation. If entity makes changes in its supply
chain management system then it will help the organization in getting more quality ingredients
from the good suppliers (Enhance Organizational Performance with Business-Aligned Supply
Chain Management, 2017). Developing relationship with suppliers and ordering the material
from right supplier those who give quality ingredients to the firm can help the organization in
improving quality of the products and satisfying needs of clients. If at this situation The Kitchen
had this solution then this would help the entity from preventing this situation because by this
way it will be able to provide high quality cake to the consumers which has amazing taste.
People are ready to pay high amount for the good products. They look at the quality of the
products and then they pay premium for the same (Maddodi, Jansen and de Jong, 2018). It is
essential for The Kitchen that to ensure that it analyses needs of consumers and accordingly
order such ingredients. This will be beneficial, for the organization in meeting with the
expectation of the customers and retaining them in the organization for longer duration.
Rationale for recommendation
Customer focus is the main principle of the firm that helps them in identifying needs of
clients and fulfilling their these requirements (Maddodi, Jansen and de Jong, 2018). If
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corporation is unable to meet with their these expectations then it may create difficulty for the
organization that to sustain in the market for longer duration. Supply chain management is
helpful in improving quality of ingredients so that The Kitchen can produce highly healthy food
and refreshment for the consumers (Guo and Hu, 2015). This will help in reducing gap between
expectation of consumers and current services. This can assist the cited firm in improving
transparency in the operations and re-boosting the cross functional areas of the entity. Correct
supply chain management system, assist in enhancing opportunities in the business so that firm
can grow well and can enhance its profitability as well. As in the case of The Kitchen clients got
frustrated because he did not get cake as per their communicated information. Due to which he
was feeling cheated. Supply chain management is helpful in improving quality of raw material
and helps in reducing cost of the business (Colin and et.al, 2016). By this way firm can become
able to provide high quality end products to the consumers at minimum price. This is the way
that can help the organization in increasing number of clients and raising profitability of the firm
to great extent.
Process orientation is the objective of The Kitchen, this aim can be achieved by supply
chain management. This can help in reducing cycle time of production and completing the
specific task with stipulated period of time (Enhance Organizational Performance with
Business-Aligned Supply Chain Management, 2017.
). It helps in analysing errors in the current process so that entity can manage it well and can
involve other supplier in the process. Regular monitoring and continuous monitory support the
entity in improving quality of the plants and satisfying needs of consumers. Thus, this procedure
will be helpful for The Kitchen in managing operations well and enhancing quality of products
as well. It is the best way of improving overall quality of the cake and other refreshment
products. This is the way that can support the organization in providing high quality services to
the clients and meeting their expectation (Gerken III and et.al., 2015). By this way the Kitchen
will be able to attract more people and retain them in the workplace for longer duration.
CONCLUSION
From the above report it can be concluded that service quality is the major issue in the
business, that impacts on overall performance of the firm to great extent. If entity fails to provide
quality services to the consumers then it reduces satisfaction level of consumers ad make them
negative towards the brand. The main purpose of the report was to analyses issue in The Kitchen
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and identify why this situation has been arisen in the organization. Furthermore, study aims to
find out the ways through which cited firm can prevent itself from the operational issues and can
grow well. For that above study has discussed about the supply chain management . It is the
great strategy that supports improving quality of the raw material and improving cycle time as
well. By this way entity can become able to provide quality goods and services at minimum
price. This is the way through which entity can resolve its issue and can sustain in the market for
longer duration.
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REFERENCES
Books and Journals
Baral, S. and et.al., 2016. Efficacy of cross-sectoral platforms on strengthening sustainable
business operation in Nepal.
Ćeha, M. and Mitić, M., 2017. Project planning in the function of the improvement of small and
medium-sized enterprises' business operation. Trendovi u poslovanju. 5(2). pp.1-6.
Colin, D. and et.al., 2016. Enhancing the business model of distributed storage through
optimized multi-service operation for TSO, DSO and generation owners: the VENTEEA
real example.
Gerken III, J. K. and et.al. 2015. Multi-environment widget assembly, generation, and operation.
U.S. Patent 8,972,873.
Guo, Y. and Hu, W., 2015. Tmall Incident—A Legal Problem or Business Operation Dispute. In
Research on Selected China's Legal Issues of E-Business (pp. 43-51). Springer, Berlin,
Heidelberg.
Maddodi, G., Jansen, S. and de Jong, R., 2018, March. Generating Workload for ERP
Applications through End-User Organization Categorization using High Level Business
Operation Data. In Proceedings of the 2018 ACM/SPEC International Conference on
Performance Engineering (pp. 200-210). ACM.
Mallick, A., 2015. Critical evaluation of overall business operation of Paxar Bangladesh Ltd: A
subsidiary of Avery Dennison Corporation.
Online
Enhance Organizational Performance with Business-Aligned Supply Chain Management. 2017.
[Online]. Available through <https://www.metricstream.com/insights/business-aligned-
supply-chain-Management.htm>
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