2.

1 Problems

1) Lack of staff

2) Store ambience

3) Lack of restaurant food

4) Lack of skills on promote their product in social media.

(Facebook and Instagram)

5) Lack of capital

2.1.1 Cause of problems

Causes of these problems are identified and classified into five categories involving
management, people, environment and food quality and capital.

2.1.2 Management

Food Industry Administrations isn't simple to function. Particularly the issues that emerge from
overseeing workers. Envision in the event that one of your cooks had made a off-base dish
requested by a client or found your spoon messy and the customer’s plate messy and there were
still nourishment holders joined. The client who requested the feast prior will be irate. This does
not conclusion at your put but the client brings this news to all his contacts. People's mouth is
more than a commercial advertisement.

A genuine issue within the Catering and eatery industry is the need of talented and experienced
specialists in this industry. frequently we discover a unused representative tossed specifically
into the work environment with small or no formal preparing given by the Canteen or Eatery
boss. Contracting unused representatives and performing errands legitimately takes time and
gives preparing from the starting arrange for these unused representatives to understand What
they got to do, how to do it and why they got to do it. Successful preparing for specialists not as
it were gives data. Successful preparing isn't something that's difficult to do but the issue is that
the preparing given is ordinarily regularly overlooked by these unused workers when active with
work. So this preparing not as it were must be done by administrators and continuous directors.
Numerous supervisors and bosses think that the aiming preparing is to educate modern workers
the abilities of dishwashing (dishwashing utilizing an programmed machine), or drinking water
blender. The preparing in address is more than that. Administration has to see this preparing go
past the significance of the commerce itself. When selecting new employees ought to take into
consideration the interests of workers such as their aspirations, needs, desires if we need our
commerce to succeed. Representatives not only got to know the work and how it should be done
but working in a eatery or within the Canteen includes other parties in carrying out the work.
Unused workers have to be have imagined their position as greatly imperative and productive
within the organization of companies not feeling remote, working as insignificant. This kind of
thing regularly happens to the dishwasher or dishwasher. The work of the washer / cleaner /
steward is exceptionally imperative within the victory of a restaurant or indeed within the
canteen. many of the proprietors, supervisors, or other workers don't get it their significance.
They are not regarded or indeed acknowledged for their part in commerce victory. Laborers are
more often than not bullied, isolated or continuously paid the least wage with the dirtiest and
hardest work done day by day splashing in water as well as cleaning chemicals. There are too
proprietors who don't care around their wellbeing by not being given gloves, fitting smocks or
indeed elastic shoes. Break time not indicated. on the off chance that they stopped can we
discover modern gifted laborers like them.

A few specialists are not well-trained in their work. They are not prepared to welcome the
clients, take the orders from the clients legitimately to meet their requests, and provide the
nourishment to the clients on t ime. Cashiers require prepare ing as well since they need to know
how to handle money machine and create the customers’ charge effectively and successfully.

There's too a boss who does not completely supervis e the specialists. As a result, the laborers do
their day by day work without putting their benefit quality as a need. For occasion, the kitchen
staff got to be observed in terms of the cleanliness benchmarks, great code of conduct and they
ought to continuously wear kitchen regalia. There was a case in which the chicken served to the
client was not new and was half-cooked. When planning the nourishment, they ignored the
customers’ arrange or don't orchestrate the orders appropriately. This was the most reason why
clients who had arrived prior were served afterward but those who came late were served prior.
2.1.3 People

The progress of the day makes this community prefer to eat out. The main factor that causes
people to choose to eat out is because of the working husband and wife. If in the past only men
would go out to work but nowadays women also contribute energy in the employment sector.
Women no longer fully sit at home to manage the household but they go out to work to help
increase family income due to the rising cost of living especially in urban areas. So when this
phenomenon occurs women no longer have enough time to manage the household and some hire
maids to do housework such as cooking, cleaning, washing and so on. For those who do not have
a maid due to lack of ability then they look for another alternative that is by choosing to eat
outside due to time constraints. When choosing to eat out they no longer have to think about
what to cook after returning from work and they only need to order food and pay when the meal
is ready to be cooked.

Separated from that, the figure that drives the community to eat out is since eating out gives
clients a distinctive involvement than at domestic since within the eatery there are different
menus accessible, specifically nearby menu, western fashion menu, Japanese, Korean and so on.
This will cause the client to feel distinctive than normal. In addition, the eatery is additionally a
put where individuals will feel bliss, joy, consolation in individual.

The next factor that causes people to choose to eat at restaurants is due to time constraints. In the
city, residents usually go out early in the morning to go to work to avoid traffic congestion and
return home late at night because they work overtime (overtime) to increase family income due
to the rising cost of living. Most of them, work more than 40 hours a week. This causes them to
run out of time to prepare food at home for family members and choose restaurants as an
alternative method of eating. This phenomenon is a daily routine performed by the urban
population. Only on weekends or free time will they cook at home. Their children have also been
neglected by such situations and live more independently as parents are busy working.

In expansion, the calculate that causes the community to select to eat in eateries is due to the
increment in wage within the family. The increment in family wage due to working spouses and
spouses causes them to have tall obtaining control. This circumstance straightforwardly makes
individuals more likely to purchase pre-existing nourishment or semi-finished nourishment,
which as it were takes a brief time to plan.
Eatery clients as a rule assess by taking under consideration the benefits they will have on the off
chance that they visit a eatery. Concurring to (Goodness 2000) taken a toll, travel time, office
area are major variables related with customer give up. In the mean time, it is additionally said
that when a eatery has the quality of service and knows what its clients like at that point it isn't
inconceivable that the client will come back to the eatery (Lances 1991; Ha and Jang 2010).

The assessment of a eatery includes five components, specifically nourishment quality, menu
differing qualities, cost, air and consolation. (Clark and Wood, 1999; Sulek and Hensley, 2004;
Namkung and Jang, 2007; Ryu et al., 2012; Wright et al.) In expansion the three other variables
proposed are benefit quality, item quality, and the air considered the most quality of a eatery.
From past thinks about conducted it is found that socio-demographic characteristics are the most
perspectives within the choice of a nourishment eatery. For illustration, one ponder found that
more seasoned clients were more concerned almost their wellbeing and nourishment quality and
this has been recognized as an critical figure.

As such, the restaurant business plays a very important role in meeting the needs of consumers.
Therefore, this study was conducted to identify the factors that cause customers to choose to eat
in restaurants.

2.1.4 Environment

Concurring to Ellyn, Ulfig, and Venetucci (1997), a kitchen in a eatery must comprises of three
fundamental ranges, specifically the nourishment cooking region, cooked nourishment get
together zone and cooked nourishment buffer region. Each region comprises of the desired
apparatuses and hardware required for each forms. The zone must be open sufficient for the
kitchen specialists to move around whereas conducting their operational errands.

A eatery should give a secure and comfortable environment for the clients to appreciate their
dinners. At the same time, it needs to oblige as numerous clients as conceivable to maximize the
deals for each day. To do so, the furniture interior the eatery ought to be orchestrated in arrange
to completely utilize the space. Ne xt, the position of the washroom causes the clients to think
twice approximately the cleanliness of the dishes arranged due to the terrible scent from the can.
The eatery moreover employments the same sink utilized by the clients for cleaning the utensils.
Meanwhile, the environment is something that can be felt by customers, because the
environment involves atmosphere, comfort and architecture or design. Price is the value of
money paid in exchange for a product or service and is often used as a tool in competition. While
promotion is an effort of the organization to persuade, inform and remind consumers about their
services or their products which are usually advertised through TV, newspapers, internet radio
and so on. In the delivery, the service needs to be developed in a suitable way to provide
customer satisfaction.

According to Oh (2000) quality and satisfaction is important because after the purchase the
customer will come back at another time or will recommend to other friends about the restaurant.
In addition, customers will also rate the services provided. If the customer is satisfied with the
service provided then the restaurant will be rated as the best restaurant and have a high
reputation.

2.1.5 Food quality

Food quality: according to (Brumback 1998; Soriano, 2002) food that is of high quality and has
fresh ingredients is important because it is the main reason customers come back to the
restaurant. In addition, the main thing that customers evaluate in relation to food quality is the
shape or appearance of the food served to them (Bowen and Morris 1995).
In a previous study it was found that the evaluation of a restaurant involves five factors namely
food quality, menu diversity, price, atmosphere and comfort. (Clark and Wood, 1999; Sulek and
Hensley, 2004; Namkung and Jang, 2007; Ryu et al., 2012; Wright et al.) In addition the three
other factors proposed are service quality, product quality, and the atmosphere considered the
main quality of a restaurant. From previous studies conducted it is found that socio-demographic
characteristics are the main aspects in the selection of a food restaurant. For example, one study
found that older customers were more concerned about their health and food quality and this has
been identified as an important factor. According to (Soriano 2002) states that the quality of food
is not so important to young customers, but to customers over the age of 60 it is so important in
determining their satisfaction. Differences between genders were also studied. The main features
that differentiate between female and male consumers are product or brand involvement.
According to (kivela 1997) states that customers with higher income choose comfort as the
determinant of their choice.
For those aged between 45-54 years their choice of restaurant is different because this group is
more likely to choose a restaurant that has food quality, environmental factors, prestige, comfort
and immediate action taken by restaurant operators when a complaint is made. For the high and
middle income group they have chosen a comfortable restaurant as their main choice. High-
income groups are also more likely to choose restaurants that have quality, service offered,
prestige, comfort, personal and comfort. In addition, middle and high-income groups prefer
"gourmet" restaurants, which means restaurants that have perfect dishes. According to (kivela
1999), "gourmet" restaurant is also a highly prestigious restaurant, has a high quality of food
where the food is fresh, effective atmosphere and friendliness of the staff.
Kivella (1999) in his study stated that the choice of restaurant depends on the quality of food and
the type of food. Location, prestige, atmosphere and cost of food are critical factors in the
selection or rejection process. If all these factors meet the requirements then the restaurant will
be selected but if there are less desired criteria then the restaurant will be rejected. Looking at the
taste profile of customers, the quality of food is the main choice in choosing a restaurant. By
making food quality the main reason customers visit restaurants, information shows that
customers put pressure on their food as this will differentiate themselves from others.
Restaurants can also compete with competitors through the services offered. This is because
when customers are satisfied with the service provided then it will be a meaningful experience in
their life and will continue to be remembered. According to, (Lewis and Chambers, 1998)
customers prefer experiences which will make their lives happier and feel valued.
According to (Almanza et.al 1994; Johns and Tyas, 1996) customer satisfaction is seen
positively when they come back or become regular customers. According to (Anderson 1994;
Bojanic 2007; Gilbert 2004; Knutson, 2000 et.al.) reasonable or reasonable price is an important
factor for satisfied customers as customers evaluate the service based on the price paid by them.

2.1.6 Method / procedure

Moderate benefit was too caused by destitute nourishment planning. The kitchen staff ought to
have arranged the fixings some time recently the eatery is opened. The most fixings such as
onions, garlic, and chilies got to be prepared before cooking. In the interim, the fixings must be
adequate to run the commerce for the total day. Disappointment of early arrangement will
require more time to plan nourishment. Thus, the clients got to hold up longer.
Destitute nourishment planning could be caused by the inaccessibility of settled interim time of
planning and benefit. They did not take after the settled t ime for nourishment planning. In a
perfect world, the eatery may have set the time for the chef or collaborator chef to plan
nourishment for their client. In the event that they require five minutes to plan food for their
client, the laborers must attempt to induce and settle the nourishment in five minutes.
Some workers in the restaurant follow the principle of ‘easy cook easy come’. That means, they
prepared the food that was easier to be cooked first to ease their work burden. However, the
customers who ordered the complex dishes had to wait for a longer time as compared to those
who ordered less complex dishes.
The cleanliness issues of the eatery were too being addressed. Now and then, the floor and the
tables are sleek and watery which makes the clients to feel awkward to eat in. As a result, the
clients, particularly the children, had the hazard of fa lling down due to the dangerous floor.
Messy tables and chairs will result within the growth of microbes within the eatery, which is able
influence the wellbeing of the customers. On the off chance that this cleanliness issue isn't made
strides, at that point the clients, particularly the normal clients, will rummage around for a
unused eatery. The affect of nourishment quality has positive linkage between nourishment
quality and fulfillment as well as behavioral eagerly (Ha & Jang, 2010).
3.TECHNIQUE TO RESEARCH THE ISSUE/PROBLEMS AND SOLUTION
Agreeing to Parasuraman, Zeithaml and Berry (1988), benefit quality alludes to the capacity of
the organization to meet or surpass client desires where client desires are characterized as desires
and client necessities ”. This definition outlines that benefit quality is the contrast between
expectations and client discernments of the administrations given by an organization.
4.1. Quality function development
Quality work sending (QFD) alludes to deciding what will fulfill the client and t ranslating those
client wants into target plan. There are five customers’ needs distinguished: shorter time for
nourishment conveyance, fas t arrange taking, great taste of nourishment served, and great
feasting vibe. These five customers’ needs are appraised with appraisals of 1 to 5. The most
elevated rating is the shorter time conveyance taken after by great taste of the dishes arranged.
This appears that the elemental components that contribute to customers’ fulfillment in a eatery
incorporate the nourishment (cleanliness, adjust and soundness) and nourishment conveyance
(Chow et al., 2007). The angles that a eatery can do to fulfill the requests of clients is by giving
preparing to the staff, conveying nourishment inside 10 minutes, contract more specialists,
moving forward the eatery format, and to have an productive stock administration. The
connections between these two parts were assessed.
The two competitors of SCR Desa are Kentucky Fricasseed Chicken (KFC) and Sugar Bun.
These two competitors were assessed in terms of their t ime for conveying nourishment, their
speed in taking arrange, their customer’s benefit, the taste of nourishment, and vibe of the eatery.
These two competitors were assessed with the appraisals of Great (G), Reasonable (F), or
Destitute (P).
The target values are distinguished and the competitors are too assessed with these target values.
For e xa mple, our company is focusing on to convey nourishment inside 10 minutes though
KFC oversee to do it inside 10 minutes, whereas Sugar Bun inside 15 minutes.
4.2 Process analysis and design
Benefit blueprinting could be a prepare investigation procedure that centers on the client and the
provider’s interaction with the client. Benefit blueprinting can be divided into three categories or
three levels. Within the first level, it is beneath the control of the client whereas within the
moment level, client may associated with the benefit supplier. Within the third level, the benefit
is evacuated from customer’s control and interaction. Based on the benefit blueprinting, it can be
utilized for moving forward the moderate client benefit for a eatery in which it can make the
method to ended up smooth and more effective.
The blueprinting will begin from the minute when clients come into the eatery until the clients go
out from the eatery. The laborers must open the entryway for their clients and allow them a warm
welcoming. Requests and needs of the clients must be satisfied to guarantee that they will feast
in and the benefit can be c ontinued. In case the clients are not fulfilled with the administrations
advertised, the benefit cannot be proceeded. In any case, they specialist can inform the clients
and prescribe other choices to their clients. For clients who dismiss the proposed choices, the
staff have to be acknowledge the dismissal and welcome the clients some time recently they take
off the eatery.
In the event that the benefit proceeds, the specialist will begin to require the customers' orders.
Most critically, the laborer must make beyond any doubt that all the food comes at the correct
time to anticipate the clients from holding up any longer. The waiter or server must habitually
check the kitchen to form beyond any doubt that the requested dishes has been arranged. Once
the nourishment has been arranged, the waiter or server has got to make beyond any doubt that
the nourishment is conveyed at the correct table and to the correct clients. The final execution in
benefit blueprinting is the installment from their client. When the installment is done, the cashier
must say thank you to their clients. The specialist will open the entryway for th e clients and
welcome the clients once once more.
4.3 Quality Management
Agreeing to Heizer and Render (2010), add up to quality administration (TQM) is the
administration of a complete organization so that it exceeds expectations in all viewpoints of
items and administrations that are imperative to the client. The Commerce Word reference (n.d.)
states that total quality administration may be a all encompassing approach to long-term victory
that sees ceaseless enhancement in all viewpoints of an organization as a prepare and not as a
short-term objective. The most goal of add up to quality administration is to profoundly t
ransform the organization through dynamic changes within the att itude, hones, structures, and
frameworks.
The primary concept, ceaseless advancement of forms that covers individuals, providers,
hardware, materials, and strategies. The thought of this concept includes 4 nonstop steps: Plan-
Do-Check-Act. Issue will be distinguished at to begin with, hence arrange was made. At that
point, the plan was tried within the moment step taken after by checking on the off chance that
the arrange works or not. Finally, the arrange is actualized.
Six Sigma is a program designed to reduce defects to help lower costs, save time, and i mprove
customer satisfaction. To achieve and sustain business success, six sigma must have a strategy, a
discipline, and a set of tools. In improving the quality service of a restaurant, we need a strategy
that focuses on total customer satisfaction.
Worker strengthening concept alludes to including representatives in each step of the generation
handle. The five procedures that can be utilized are: i) building communication and prepare
enhancement, ii) creating open, strong administrators, iii) moving obligation to workers, iv)
building a high-morale organization, and v) making formal group structures. The quality circle
will meet routinely to unravel work-related issues such as unfriendly customer service and slow
in food preparation.
In benchmarking, a illustrated standard of execution that speaks to the exceptionally best
execution for a handle or an movement is chosen. In creating the benchmarks, it is imperative to
decide what to benchmark, shape a benchma rk group, distinguish benchma rking accomplices,
collect and examine benchmarking data, and take activity to coordinate or e xceed the
benchmark. A benchmark in making strides the moderate benefit in SCR may be setting up a
particular time to get ready the nourishment, for e xa mple 10 minutes. The nourishment ought to
be arranged inside that period of time so that clients ought to not need to hold up for long.
The other concept incorporates just-in-time (JIT), which is outlined to deliver or provide
merchandise fair as they are required. JIT makes strides the quality in cutting the costs of quality,
impro ving the quality, and cutting the fetched of the stock itself. Within the Taguchi concepts,
eateries as it were ought to center on the concepts of Quality misfortune work (QLF) which
recognizes all costs associated with destitute quality and how these costs increment as item
quality moves from what the client needs. The littler the misfortune of the society, the product
will be more alluring. On the other hand, target-oriented quality could be a ceaseless change to
bring a item e xactly on target. The change of the speed of benefit in a eatery ought to be done
persistently.
4.4 Layout
Arranging and e xecuting plan and format must be made fastidiously to guarantee that the air and
climate components in a eatery ended up more engaging, appealing, quiet and comfortable
(Hashim et al., 2012). The format proposed is primarily to make strides the space at the side the
number of client who came. The new format proposed is for two clients per clump along with
other tables that given up to 14 clients per bunch. The couple table is presented since based on
observation, there are a lot of clients who come with their accomplices, which suggests two
individuals per bunch. In case there's no couple table, some of clients will take a table for four
people at that point it'll influence the number of clients that can sit in.
At the conclusion, the anticipated number of clients will diminish and a few benefit will be
misplaced since there are not sufficient table for clients that come in two individual per bunch. A
unused format was proposed to extend not as it were a partner customer but at the side a single
client. Not as it were that, the couple clients moreover feel exceptionally comfortable since they
have their possess protection through this unused format. So to capture their intrigued, a modern
format proposed to capture their right and their request.
The second adjustment is the addition of another toilet and sink. The addition of toilet and sink is
to make the customers feel very comfortable because they do not need to wait for a long time in
order to use the toilet and wash their hands. Restaurants will not be considered as successful
without a good perception from the customers, so this is the first step to build a good
relationship between the customers and the restaurant.