Any service management operations are to include such element understanding such as the quality function development, the total quality management in operations, the process focus and the layouts. They also have to worry about the human resource management used to monitor and implement their services, the supply chain management, the maintenance benefits etc (Gilbert et al., 2004). It is inevitable that restaurants which are in the hospitality and services industry have to focus on improving their service management constantly. They have to do this in order to rise above their competitors.
They further went on to say that although they were not aware of the right metrics used in the system, they knew when the company required input, because the restaurant would request them quite explicitly in a courteous manner to leave their inputs.
Is Chipotle listening to your concerns, do you believe their system of performance feedback measurement is adequate
“Many of the executives do not factor in the needs of the situation. They do not have the appropriate metrics that is used for the measurement of the activities. They are found to confuse the performance with the irreducible environmental variance. The executives in the companies need to factor in these factors in order to derive some cohesive solutions”.
One participant stated the conventional way of assessing performance by having service cards or having the customer leave some feedback in the feedback note was not very thorough. Customers are in a hurry anyhow and might not end up leaving a proper detailed feedback. Finally, one of the customers stated an interesting thing about the service which is that of the weekend service and the weekday service. She believed that weekend services were generally too slack and performance assessments through customer interviewing or others can be done during the time.