“ seven qc tools ” discussed B u s i n e s s F i n a n c e

“ seven qc tools ” discussed B u s i n e s s F i n a n c e

“Cost of Quality” Please respond to the following:

  • Select two fast food restaurants and evaluate them in terms of service quality. Suggest ways to improve the service quality.
  • Evaluate the two fast-food restaurants in terms of the “Seven QC tools” discussed in Chapter 15. Determine the top three QC tools that tend to be most valuable to business owners. Explain your rationale.

Lastly, respond to at least one (1) post of your peers.

Below is a peers discussion post in which I’ll have to provide a response too.

Jason Harris

RE: Week 9 Discussion

Good day, all.

I have chosen Chick-fil-A and McDonalds.

Chick-fil-A – They received the highest ACSI score again, but although their score was 84/100, I cannot find many areas for them to make improvements. They are one of the few restaurants that I cannot remember ever having an issue with an order. The lone improvement that I would suggest is to increase customer throughput so that the line isn’t wrapped around the building. On average, each location is highly profitable, earning 50% higher sales than McDonald’s based upon per-unit sales.

McDonald’s – McDonald’s scored an ACSI score of 70/100. McDonald’s has a track record of consistently placing last in customer satisfaction. Food options and a remodel of their drive-thru system have not been enough to increase their standings or rival the competition. McDonald’s needs to do something to break away from an unhealthy image. They had salads and wraps for a short period of time, but they were unsuccessful at marketing the products.

Food quality and service quality are great, but without being highly rated across the board, creating a successful service quality restaurant is impossible. The Spirit of Service study conducted by the National Institute of the Food Service Industry detailed the six reasons why consumers don’t come back. 82% of the customers who don’t return are due to the staff.

  • Dissatisfied with service – 14%
  • Encountered an attitude of indifference – 68%

All seven of the QC tools are important. However, if I had to choose three, they would be:

  • Pareto Charts – 80% of an effect is caused by 20% of the causes. The Pareto chart is an easy-to-read bar diagram that shows the frequency and impact of each occurrence within the process. This allows for decisions and changes to be made based on priority by addressing the biggest contributors first. For example, McDonald’s could see that their soft serve machine being down should be a priority. Either fix the machines or remove the soft serve from the menu. Service quality is hurt when menu items are unavailable.
  • Run and Control Charts – Chick-fil-A could use this QC tool to monitor when customer wait times exceed the Upper Control Limit. They could then hold a Kaizen event to see what could be done to bring the throughput closer to the baseline.
  • Check sheets – Fast food is inherently predictable. Food and service should be conducted in a consistent way throughout the franchise. McDonald’s and Chick-fil-A should definitely be using check sheets to ensure that their corporate standards are being met while being able to track any variances in their model.





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