Relacion consumidor -empresa.

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FINAL PROJECT

DESIGN YOUR SALAD

TEACHER:

-SANDRA GARVICH

COURSE:

-SERVICE MANAGEMENT

MEMBERS:

-KARLA CAPURRO

-MARY DEL RIO

-ALVARO MORALES

-JUAN ZARATE

INDEX:

HISTORY AND SERVICE PACKAGE------------------------------------------------------------------------PAG.3

ORGANIZATIONAL CULTURE AND SERVICE QUALITY----------------------------------------------PAG.5

INTERVIEW AND SWOAT ANALYSIS--------------------------------------------------------------------PAG.6

WEAKNESS, YSHIKAWA DIAGRAM ---------------------------------------------------------------------PAG.7

ARTICLES ------------------------------------------------------------------------------------------------------PAG.8

PROPOSAL TO SOLVE THE MAIN PROBLEM----------------------------------------------------------PAG.11

CONCLUSIONS------------------------------------------------------------------------------------------------PAG.12

BIBLIOGRAPHY-----------------------------------------------------------------------------------------------PAG.13

HISTORY

They  are a group of professional retailers being employed at this peruvian innovative company set up in 2011 ,that tries to give solution to a basic problem of every day: WHAT TO EAT? DYS is a service of restaurant - cafeteria of salads , wraps , vegetables cream , soups , lasagnas, sandwichs,  desserts, juices and soft-drinks, with delivery route Internet or telephone orientated to people  of all the ages, which tries to solve the lack of a healthy , rich  and abundant food.

The special of our service is that you are the chef  and can design your salad ,favourite wrap  and choose the ingredients that  you like the most  with oneof their dressings.You also have salads that are already designed for you , in case you don’t have too much time .

SERVICE PACKAGE

SUPPORTING FACILITIES:

-Location : it is located in 28 de Julio avenue block 5 , next to La Hacienda Hotel & Casino in Miraflores District . It is accessible way to arrive .

-Interior decoration: the furniture in the second floor is comfortale ( sofas, tables with a plant in the centeras anorment  ,chairs ), the decorations is modern and it has a retro touch , in the terrace there are tables and seats, have gas heaters for the Winter and in the walls they have paintings that not coodinate with the second floor decorations and also the restaurant theme, the music is not loud and you can easily talk and hear what your friends , family or colleagues are  saying .

-Supporitng equipment: Computer with the restaurant system, freezer (bar where they present the desserts) , equipment of the kitchen.

-Architectural appropriateness:unique façade with the logo of the brand and plants (full glass with the logo brand so people can look through while they are walking )

-Facility layout: traffic flow  in peak hours it can be difficult to arrive ) , little space to park .

FACILITIES GOODS:

-Consisency : fresh vegetables , soft wraps , creamy soups

-Quantity : Abundant portions

-Selection: variety of ingredients the customer have total  freedom to choose their own ingredients and create their own salads and wraps  combinations  , depending on their likes.Furthermore , they offer soups , veetables cream , handmade moussaka , vegeterian hamburguers,  sandwichs ,juices , soft-drinks , not so many desserts .

INFROMATION:

-Accurate: sign next to the door with the days and hours they work .From Monday to Sunday from 11:00 to 22:30

Payment :accept cards (Visa, American Express, Mastercard, Discover and Cash)and cash

Facebook, Twitter , Instgram and their website .

EXPLICIT SERVICES :

-Training of service personnel: It feels like them don’t train suitably  their personnel, the cashier was not attentive, she doesn’t offer or recommend somethig else apart from what we asked , the service is confusing becuase you seat in your table they bring you the manu but the waitress told you to go and ask for your food tothe cashier and she will bring you the food .

-Consistency : the product  is well explained in the menu , the cashier told you what you can choose(salad o wrap) , she didn’t help at all .

- Comprehensiveness:Easy to find anything I need.

-Availability :waitress never present , so if you need something you have to go by yourself to ask what you need .

IMPLICIT SERVICES:

-Status: It is relatively new , it is a restaurant for vegetearians or vegan people and people who cares about being healthiy and eating well .

-Convenience: free WIFI and free parking

-Privacy and security: no security guard , but the place it is safe.

-Attitude of the service: nobody makes you feel welcoming ,we felt like they don’t care about thier customers and necessities .

-Atmosphere: relaxing music ,decoration of the terrace was not coordinated with the second floor decoration.

-Waiting: we didn’t have to wait , but there’s no a waiting área.

ORGANIZATIONAL CULTURE

-Organization: service of restaurant - cafeteria of salads , wraps , vegetables cream , soups , lasagnas, sandwichs,  desserts, juices and soft-drinks, with delivery route Internet or telephone orientated to people  of all the ages, which tries to solve the lack of a healthy , rich  and abundant food.

Mission : To promote the culture of the good way to eat, by a good service, bearing in mind the tastes for the vegetarian food, allowing to improve the health of the people .

Vision : To manage to be the chain of the most successful restaurant in their  category, and this way to generate work and investment for the socio-economic development.

 Standrards and policies:This is restaurant chain, so they must have the same policies and same standards for the two restaurnats they already have ( one in Miraflores and the other in jockeyplaza ),but what we have seen is that employees don’t know how to treat the customers and they don’t pay attetion of what the customer needs ,plus the service is confusing , if someone doesn’t know that you must go and ask foryour food ,customers can feels like nobody wants to assit them, also they seen not to be prepared when you ask something you want to know from the menú.

Enviroment and atmosphere : This restaurant looks like they can do better if they really have a standard to follow and if they just pick one service or fast food  or table attention .

SERVICE QUALITY:

-Reliability:It feels like you can trust in the ingredients and how they prepered the food , becuase there’s a glass behind the cashier so you can see trough it and see the uniforms of the cooks , the ingredients , how they stock up the ingredients , the equipment ,etc.

-Assurance :they guarantee quality in the ingredients they use ,the freshness of the vegetablesand the sauces,but I can’t say the same about the desserts they sell , they look fresh but the taste is not like they recently made it .

-Tangibles: the equipment they use in the kitchen ,the bars to show the desserts ,tables and seats , heaters ,clean bathrooms .

-Empathy:provision of caring  not at all ,they don’t give individualized attention to customers , neither recommend something else .

-Responsiveness:employees don’t have the  willingness to help customers and to provide good service.

INTERVIEW

We had the chance to have a short interview with a worker of the staff of DyS, he work as a kitchen assistant, Carlos Moran. (22)  

1: ¿How would you describe the working enviroment in your work place?

E: Is not stressfull as one would imagine, but when have rush I have to recognize that we dont have each other back. If is not part of your work nobody give the extra mile.

2: ¿What would you improve in your work place?

E: I dont like the window we have at the kitchen, the costumer can see us. Also there is no space for us to eat or to relax on our breaks.

3: ¿What do you think is the major complain of the costumers?

E: Well I notice that sometimes they go to the counter to complain about their dishes because they are not correct. But thats the cashiers fault because she didnt tell the costumer that we dont have all the ingredients of the menú.

4: ¿How often do you have trainig?

E:  I have been working for 6 month now an only the first 2 days a had trainig. Since then we dont have nothing but a few suggestion from the manager.

SWOAT ANALYSIS

WEAKNESSES

The main weaknesses identified are lack of concern for having a good customer satisfaction this is reflected in the desire and the commitment they have with the company, the decline in voice note how to address and how to perform the whole process. Second weakness detected in control having warm dishes or in optimal quality, it was observed much mistakes and oversights. Third weakness is found in service time who have no control, in the order the salad was first and making a recall came the beverage and in the same table my partner order first and the order came the last. Other facilities found weakness is found with noticeable damage the dishes and the structure by the passage of time and lack some detail cleaning.

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