Barba, Airel Josh P.

Operation Management (TQM)

BSBA MM 2-4
ACTIVITY 1
1. In my curiosity about this new trend samgyup self-service restaurant near our town, I
convinced my family to try it, and so we did. What a poor and weird service we've
experienced. They've given us kitchen tools and portable gas burners. It just
happened that we don't like people looking at us when we're eating. They– the staffs,
were monitoring us, looking at us while we're making our meal, it's so awkward that
my mother tried to confront them to give us privacy. But, instead, they respond that
'twas their policy, like that was clearly an unethical policy. They lack standardised
service quality and proper customer service both implicitly and explicitly.

2. To confirm this weird service they've given us, I'm applying dimensions of quality in
accordance with serviceability and performance of staff/crew. With that kind lf
gestures and service provisions, it makes their customer feel uncomfortable and
awkward.