Answer to Question 1
To develop customer service cultures in their operations, managers perform five critical functions: planning, organizing, directing, training, and controlling. Planning is the activity that identifies goals and the strategies that will be used to achieve goals. Organizing is the function involved in arranging the resources available for reaching goals. This task involves deciding what is to be done, who will do it, and the tools required to reach the goals.
Directing is the function of leading others to do their very best work. Training is a tool managers use to improve their employees' skills, knowledge, or attitudes. Controlling is the term used to describe a manager's efforts to monitor performance and take corrective action as needed. Control consists of measuring current performance, comparing it with desired results, and then readdressing the planning, organizing, directing, or training actions needed to achieve organizational goals.
Answer to Question 2
Operations in each segment of the restaurant and foodservice industry strive to deliver high-quality customer service. For QSR operations the emphasis is on cleanliness, speed, food quality, and consistency. In the fast-casual segment, the emphasis is on cleanliness, speed, freshness of menu items, and taste. In the casual restaurant segment cleanliness, comfort, variety of menu items, and food and beverage quality are of utmost concern. Fine-dining restaurants seek to offer the best in food and beverages in very attractive settings and with a high degree of personal service. In these operations high-quality customer service means an emphasis on cleanliness, personal service levels, ambience, elegance, food and beverage quality, and food and beverage presentation.
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