Taste of services

This thought started with a simple discussion about recent drop in taste/service in any restaurant we visited be it 5star or no star.

The derived conclusion was everyone in recent times is very worried about cutting cost, so a chief whose role is to plan, design, assure quality and ensure a great taste result in a great eating experience and customer retention has an additional responsibility to control cost by buying ingredients that just meet the standards (results in cost reduction but effects the taste), keep the staff who just meet standards thus are affordable (result in cost reduction but effects QOS), optimize(reduce) staff head count again results in cost reduction but effects delays in service.

Despite of all these changes the taste of food should be great and the customer feedback/retention/satisfaction graph should show an upward trend

Makes you think isn’t it?

The same situation can be applied in any field/scenario where you feel the QOS has gone down apart from other factors which might have caused it. The managers or the leaders who should be thinking, planning and design for the future are consumed in daily operations (which are growing) and managing resources (which are reducing) eventually results in drop in service quality for the users internal or external. Due to the busy and hectic routine the involvement in planning the future is minimal.

We mostly are believers of the phrase “when the going gets tough the tough gets going” but let’s face it doesn’t matter how tough you are if the core resources(competent team, financial, workload balance, involvement in planning the future ) are denied the end result cannot be good.

Having said all that it’s the temporary phase and all of us are not facing it and for the ones facing it will be over soon and thing will move forward in the right direction. Good luck