CoffeeVille’s main source of icome is the lunchtime trade. The cafe sells food and drinks to customers who work nearby. On weekdays, the cafe is staffed by Michael (cashier), Oliver (barista) and Lucy (waiter). Data regarding lunchtime income for the past three months with data from previous year, is presented below. April Lunchtime income this year: $22,000 Lunchtime income previous year: $18,000 Average wait time for a table this year: 15mins. Average wait time for a table previous year: 3mins. May Lunchtime income this year: $23,000 Lunchtime income previous year: $19,000 Average wait time for a table this year: 18mins. Average wait time for a table previous year: 5mins. June Lunchtime income this year: $21000 Lunchtime income previous year: $17,000 Average wait time for a table this year: 16mins. Average wait time for a table previous year: 4mins. CoffeeVille recently conducted its annual customer survey. A sample of the customers feedback received includes: “I use to love coming here, but it’s taking forever to get served these days”. “I’m sick of not being able to get a table, there seems to be plenty of space for some more chairs!” “Why don’t you guys hire more staff?” “Cold coffee and stale bread, yuck.” How does the staffing and service process relate to and impact on Quality expectations? Explain the connection and current status.
CoffeeVille’s main source of icome is the lunchtime trade. The cafe sells food and drinks to customers who work nearby. On weekdays, the cafe is staffed by Michael (cashier), Oliver (barista) and Lucy (waiter).
Data regarding lunchtime income for the past three months with data from previous year, is presented below.
April
Lunchtime income this year: $22,000
Lunchtime income previous year: $18,000
Average wait time for a table this year: 15mins.
Average wait time for a table previous year: 3mins.
May
Lunchtime income this year: $23,000
Lunchtime income previous year: $19,000
Average wait time for a table this year: 18mins.
Average wait time for a table previous year: 5mins.
June
Lunchtime income this year: $21000
Lunchtime income previous year: $17,000
Average wait time for a table this year: 16mins.
Average wait time for a table previous year: 4mins.
CoffeeVille recently conducted its annual customer survey. A sample of the customers feedback received includes:
“I use to love coming here, but it’s taking forever to get served these days”.
“I’m sick of not being able to get a table, there seems to be plenty of space for some more chairs!”
“Why don’t you guys hire more staff?”
“Cold coffee and stale bread, yuck.”
How does the staffing and service process relate to and impact on Quality expectations? Explain the connection and current status.
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