Quality management on resturant

1. QUALITY MANAGEMENT ON
RESTURANT
Prepaired By:-
Sumit Behura
Debasis das
Santosh Rout

2. QUALITY
 Quality is the sum total of features of a product
which influence its ability to satisfy a given demand.
 Q- Quest for excellence
 U- Understanding customer needs
 A- Action to achieve customer satisfaction
 L- Leadership
 I- Involvement with all people
 T- Team work for a common goal
 Y- Yardstick to measure progress.

3. TYPES
 Quality management are two types:-
 1.Product quality
 2.Service quality

4. DIMENSIONS OF SERVICE QUALITY
MANAGEMENT
 1.Reliability
 2.Responsiveness
 3.Competence
 4.Access
 5.Courtesy
 6.Communication
 7.Credibility
 8.Understanding
 9.Security
 10.Tangibles

5. CNTD….
 Reliability :-Consistency of performance and
dependability
 Responsiveness :- Willingness or readiness of
employees
 Competence :- Required skills and knowledge
 Access :- Approachability and ease of contact
 Courtesy :- Politeness, respect, consideration,
friendliness

6.  Communication:- Keeping customers informed
 Credibility:- Trustworthiness, believability, honesty
 Security :- Freedom from danger, risk and doubt
 Understanding :- Understand the customer’s needs
 Tangibles :- Physical evidence of the service.

7. QUALITY MANAGEMENT IN RESTAURANT
 Training to staff
 Knowledge is power, and training staff to follow
safe food handling practices is the best way to
assure food quality and safety.
 The importance of training also goes for servers,
cashiers or anybody else who deals directly with
customers.
 A quality restaurant experience is about more
than just serving good food but making the entire
dining experience enjoyable as well.
 It is also wise to retrain staff who have been
there for a while to just give them a refresher on
proper procedures and why certain practices are
important.

8. CNTD….
 Lead by example
 Telling employees about food quality management.
 Restaurant managers also need to show employees how
important it is by practicing what they speak.
 the restaurant manager is the person employees look to
on how to act in every situation.

9.  Initiate a food safety certification program
 A food safety certification program takes some of
the guesswork out of food quality management.
 Food quality control begins the minute it enters the
restaurant, and that means all shipments need to
be checked against spoilage so only the best
ingredients enter the restaurant. Once accepted,
the food needs to be stored properly.

10. EXCEPTIONAL QUALITY
 When customers come through your doors they
except quality in every aspect of the restaurant .
 Guests are looking for a value in the things they
see, taste and touch, so providing them with
exceptional quality will certainly leave a good taste
in their mouths.

11. FOOD QUALITY
 Food and beverages are the biggest indicator of
quality that a customer notices. Food quality is not
only important to the customers impression of the
overall restaurant experience, but it is important for
their health's as well. Guests health should never
be compromised. Although not all restaurants can
boast the best quality food in town, they can still
take measures to ensure that food is stored and
prepared safely. Take the following consideration
when assuring food quality in your restaurant.

12. CONTINUE……
 Be sure to follow proper FIFO rotation with all food
products.
 Properly label and date and date all food products.
 Never serve food that has expired.
 Prepare products safely avoiding cross
contamination with dangerous bacteria or cross
contact with allergens.
 Wash hands before and after handling food
products.
 Prepare and serve foods at proper, safe
temperatures.

13. QUALITY ATMOSPHERE
 When the guest enter your restaurant.
 They should feel as though they are in a special,
comfortable place.
 Try these suggestions to create ambiance in your
restaurant.

14. CONTINUE…..
 Make deliberate choices with lighting:
 Consider your concept, and be sure the strength of the
light suits the tone you wish to portray to your guests.
 Choose music carefully:
 Make sure the volume of your music is audible but not
distracting.
 Music should help create the ambiance rather than
overwhelm it.
 Decorate appropriately.
 Decorate your restaurant with a special, unique theme
or focal point.
 Keep the restaurant spotless:
 Even a quick service restaurant needs to demonstrate a
high standard of cleanliness for customers to feel good
about the quality of food.

15. HOW TO SPEAK WITH CUSTOMERS
 Use respectful titles,such as “sir”and “ma’am”.
 Be upbeat and speak with a smile.
 Never interrupt or talk over guests conversations if
you can help it.
 Know your menu so you can speak intelligence to
educate guest.
 Listen with respect and care to what the customer
has to say.
 Be sure to ask questions to clarify a customers
order if there is any confusion.
 Be honest and straight forward with customer at all
times ,especially if there is a problem.

16. HOW TO SERVE AND CLEAR FOOD
 Serve in the appropriate order:-Service order is
usually an important standard upheld in fine during
restaurants or formal banquets. In these dining
establishments, it is appropriate to serve the guest
of honour first,then the female guests and then the
males.In less formal restaurant,it is acceptable to
simply serve women before men.
 Serve and clear food from the left:-Server should
serve and clear food from the dinners left side.
Some formal restaurant advice serving with the left
hand for these tasks .

17.  Clear all plates at the same time:-unless
otherwise requested,clear all plates and empty
glasses at the same time ,and before presenting
the check.

18. CUSTOMER COMMENT CARDS
 Customer comment cards are a great way of
evaluating the customer experience.They are
typically set out on the table or delivery by the
server at the end of the meal,such as food
presentation,menu pricing and server friendliness.

19. THANK YOU