In order to ensure the development and competitiveness of an organization, it is essential to continuously enhance processes, particularly those that generate revenue, i.e. business processes, as well as to introduce innovations. One of the business processes at BBS-Dizain Ltd that needs to be enhanced is the catering service. The aim of the research is to examine possibilities for shortening order processing times at BBS-Dizain Ltd. The research concluded that the average rating of order processing time at the restaurant given by the employees of BBS-Dizain Ltd (internal customers) was higher (4 points) than the rating given by visitors (external customers) (3.49 points). A contingency analysis showed that there was no correlation between the ratings given by external and internal customers; therefore, the restaurant’s personnel did not critically assess their performance in terms of order processing time. Since changes in the demand for the dishes on the menu of the restaurant exceeded 25%, and none of the dishes on the menu was a leader in terms of revenue generated, there were no dishes, the cooking process of which BBS-Dizain Ltd needed to optimize. The chefs of BBS-Dizain Ltd could enhance their skills in preparing Group AY meals, as the demand for them was relatively steady. Rearranging the workplace of a chef, using the 5S methodology, and replacing the worktop for the chef with a freezer allows significantly – two-fold – reducing the number of the steps made during the shift. However, rearranging the restaurant’s storeroom, using the 5S methodology, allows saving 95 % time spent on searching for things needed. Therefore, the possibilities to reduce order processing times at the restaurant of BBS-Dizain Ltd involve decreasing unnecessary movements of chefs at their workplaces and reducing the time spent on searching for things in the storeroom.
Entrepreneurship is based on meeting customer needs, which allows achieving the goals of the enterprise. In this process, the enterprise and the customer have their own goals they want to achieve: one of the goals of the enterprise is to attract and retain customers, whereas the customer wishes to purchase a product at the necessary place, time and quality and receive customer service of a wished quality. The authors conducted a survey of internal and external customers of BBS-Dizain Ltd with the aim of identifying their satisfaction level according to quality criteria for the assortment of the enterprise's services and the imperfections to be eliminated. The research determined the most important components of restaurant customer service for the customers of BBS-Dizain Ltd and the customer satisfaction level and made proposals for enhancing some of the components.
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