SERVICE QUALITY &

MANAGEMENT
(EBZ2006)
Done by:
Chua Yeo Mei Junnie Maria
Goh Poh Keng
Lim Jun Ying Javier
Muhammad Firdaus Bin Roslan
Rayson Koh Rui Heng
 Table of Contents

01 02 03
Objectives Introduction to MOT & Various
companies Quality Levels

04 05 06
Data Analysis Recommendations Conclusion
OUR OBJECTIVES

To investigate the service level of Ramen Keisuke, our main company and to come up with
recommendations based on our positive & negative experiences with the other benchmark
companies (Ippudo Ramen & Takagi Ramen).

Using the concepts and characteristics related to service quality, such as the Moment-of-Truth
(MOT) and RATER model, we will asses excellent customer service & sub-standard ones.

By conducting primary and secondary research to collect data and analyze the service levels of
each company by utilizing online reviews as primary research and the Mystery Shopper approach
as secondary research.
 INTRODUCTION TO OUR COMPANIES

Ramen Keisuke Ippudo Ramen Takagi Ramen

Main Company Benchmark Company #1 Benchmark Company #2
 RAMEN KEISUKE
Keisuke’s Product Range
Keisuke in Singapore ● Variety ramen (Tonkotsu, Shouyu,
Miso)
● Side Dishes
● With currently 20 different outlets
and 18 unique concepts in ● Rice Dishes
Singapore (first outlet opened in
● Beverages
2005)

● Niku King marks Keisuke’s 12th

ramen outlet locally. Located at
Paya Lebar Square opened in 21 Keisuke’s Competitors
September 2020. ● Kanada-ya
● Marutama Ramen
 IPPUDO
RAMEN
Ippudo in Singapore Ippudo’s Product Range
● Appetisers
● Today, there are 12 Ippudo restaurants
in Singapore. Ippudo opened its first ● Organic tea
outlet in Singapore at Mandarin Gallery
in 2009. ● Ramen
● Ippudo I12 Katong opened in ● Home-made sauces
December 2021.

Ippudo’s Competitors
● Shoryu Ramen
● JINYA Ramen Bar,
 TAKAGI
RAMEN
Takagi’s Product
Takagi in Singapore Range
● Variety ramen (Handcrafted noodles)
● Takagi Ramen, founded in ● Side Dishes
2015, is a growing FNB
brand, currently with 8 ● Rice Dishes
outlets. ● Beverages
● Takagi Ramen at Downtown
East was opened in
December 2019.
Takagi’s Competitors
● Afuri ramen
● Ichikokudo Hokkaido
Ramen
DATA COLLECTION VISITS
We went to dine in at the three different companies as
mystery diners to collect data and analyze the service levels
of each company.
 EXPERIENCE CONTACT POINT (RAMEN KEISUKE)

Queue

Upon Entry

Assigning of Tables Staff assisted to our

needs & gave
Peak hour - recommendations
long queue
Cleanliness Requested for
Staff greeted us
with complementary water
Staff thanked
enthusiasm us as we took
Staff Order Placement:
the leave
directed us
to a table Tables & Dining:
utensils felt
oily and had
some stains Upon Exit:
MOT & RATER TABLE
 EXPERIENCE CONTACT POINT (TAKAGI RAMEN)

Queue

Upon Entry

Assigning of Tables Did not fulfil our

Peak hour - request or gave any
long queue & recommendations
long wait Cleanliness No utensils provided
Staff did not & had to wait for Limited
inform us on staff payment
where we methods, staff
Staff rudely Order Placement:
should be did not thank us
seated pointed a
table to us Table was not Dining:
cleared, floors
were littered
& messy Upon Exit:
MOT & RATER
TABLE
 EXPERIENCE CONTACT POINT (IPPUDO RAMEN)

Queue

Upon Entry

Staff assisted to our needs

Peak hour - Assigning of Tables & was patient and
long queue empathetic towards us.
short wait Provided with bibs & staff
Cleanliness constantly checking up on
Staff greeted us Staff thanked
with us us &
enthusiasm provided us
Staff directed us Order Placement:
discounts
to a table &
engage in Dining:
Tables were
conversations
spotless &
with us
entire
Upon Exit:
restaurant was
clean
MOT & RATER
TABLE
DATA ANALYSIS COMPARISON

● For Ramen Keisuke, their

strengths can be mainly
classified in the Reliability and
Responsiveness dimensions of
RATER.

● However, they were lacking in

certain dimensions such as
Empathy and Assurance.
KEISUKE’S STRENGTHS

Approachable Staff: Staff Knowledge: Staff Distribution:

Availability of seats: Payment system

KEISUKE’S WEAKNESS

Cleanliness: Staff Proactiveness:

Engagement from staff:

 CONCLUSION OF FINDINGS

Ippudo Ramen Ramen Keisuke Takagi Ramen

#1 #2 #3
COMPARISON OF
STRENGTHS FOR ALL
RESTAURANTS
 STAFF DISTRIBUTION:

Keisuke:
Satisfactory = 6
Average = 4
Ramen Keisuke
Unsatisfactory = 0

Ippudo:
Satisfactory = 7
Average = 3 Ippudo Ramen
Unsatisfactory = 0
 STAFF KNOWLEDGE:

Keisuke:
Satisfactory = 5
Average = 5
Ramen Keisuke
Unsatisfactory = 0

Ippudo:
Satisfactory = 10
Average = 0 Ippudo Ramen
Unsatisfactory = 0
COMPARISON OF
WEAKNESSES FOR ALL
3 RESTAURANTS
 STAFF PROACTIVENESS:

Keisuke:
Satisfactory = 5
Average = 3
Ramen Keisuke
Unsatisfactory = 2

Takagi:
Satisfactory = 1
Average = 4 Takagi Ramen
Unsatisfactory = 5
 ENGAGEMENT FROM STAFF:

Keisuke:
Satisfactory = 3
Average = 5
Ramen Keisuke
Unsatisfactory = 2

Takagi:
Satisfactory = 0
Average = 3 Takagi Ramen
Unsatisfactory = 7
 CLEANLINESS:

Keisuke:
Satisfactory = 3
Average = 5
Ramen Keisuke
Unsatisfactory = 2

Takagi:
Satisfactory = 0
Average = 5 Takagi Ramen
Unsatisfactory = 5
 CONCLUSION of
Data Analysis
Keisuke needs to improve on
1. Availability of seats
2. Staff Knowledge
3. Engagement from Staff
4. Cleanliness
5. Staff Proactiveness
 Cleanliness

Staff Proactiveness

RECOMMENDATIONS Engagement from staff

Menu

Feedback System
 Robot operation timing

PITFALLS TO AVOID

Unequal Treatments
 CONCLUSION
In conclusion, throughout our visiting experience we had for all three
restaurants, we concluded and ranked Ippudo Ramen as #1, Keisuke
Ramen as #2 and lastly Takagi Ramen as #3. This is done fairly by
weighing out all the restaurant’s strengths and weaknesses as well as
using the tools and different service levels that we learnt in SQM to
rank these restaurants.
THANK YOU!