1. Performance, Reliability and responsiveness, Serviceability, and Aesthetics are all significant dimensions of quality in fast food restaurants. First of all, the performance and serviceability of a fast food restaurant is very important because like the name states “fast food” is exactly that… fast! So in order for it to be considered a fast food establishment it if very important to keep up the flow of traffic in and out of the drive thru and the dining room in a timely and efficient manner without compromising the quality of the food.
The second thing is to provide reliability and responsive services for a fast food restaurant such as customer service. If customer service is poor and the food isn’t prepared properly or your orders keep getting messed up then by their bad experience word of mouth will spread and it could drive people away from the establishment and they will begin searching for other places to eat. The last form of quality I believe a fast food restaurant should have is Aesthetics or the way the restaurant looks and smells. For example, we went to Golden Corral a long time ago and it literally smelled like feces.
It made eating there hard to do because it stunk so badly. Come to find out they had a sewer leak and had to get it repaired but my family and I stopped going there for quite a long time until it was fixed. It is very important that the facility is clean without debris and trash around it and that even the inside facility is kept up with clean bathrooms, tables wiped and floors mopped. In order to exceed my expectations I would expect to run thru the drive thru and hear a happy or courteous person over the speaker that’s not rushing me to make a decision, acknowledgment when I pay and prompt service when I reach the food window. I would also expect that my food be prepared like I asked and that there be condiments or utensils necessary for me to eat or drink my food in the bag.
2. One way that productivity could have been improved is when Jon (the cashier) needed more batteries for his headset, he could have asked someone else or his manager in the kitchen to obtain them for him so that he could have remained at the window with the customer to receive his payment. Therefore, none of the confusion with the other orders would have happened.