First Meeting
The purpose of the meeting is to expound to the committee the approaches that should be adopted in implementing the proposal informed by the rationale of authenticating the cost elements of the project and ensure proactive decision making.
Performance management problems documentation
- Poor service delivery due to excessive delay between order and delivery
- Poor service delivery due to excessive delay between order and delivery
The above problems are summarized in the problem definition statement below.
Time and date of the meeting
The meeting was held on 25th September, 2014 from 2.00pm to 4.00pm at the company’s meeting room. All the expected participants attended apart from the operations supervisor who was absent with apologies. The first meeting is summarized in the table below
(Source: Janus, 2008)
Collect the data to quantify the problem
Apparently the problem is very massive. The sales have dropped in the last one year and repeat customers are very rare. The employees are very untidy and their work place not well organised. Besides, the employee and customer surveys indicate that the problem has grown into an institutional challenge since it interferes with the goals of the restaurant to provide quality food in a clean environment. Lastly, the check-sheet indicates that the performance of the eatery has not been stable in the last one year.
Data analysis
From the surveys, it is apparent that the general perception among the customers and employees is the need for improvement of hygiene and shorten the waiting period between order and delivery. For instance, it is alarming that 53% of the surveyed customers were not satisfied with the services and hygiene. Besides, nearly half of the employees were not satisfied with the hygiene conditions and the long wait that they have to subject customers to. In order minimise biasness, the check-sheet confirmed that the customer and employee concerns are serious.
Second Meeting
The second meeting was held on 30th September, 2014 from 2.00pm to 4.00pm at the company’s meeting room. All the expected participants attended. The presentation in the meeting is summarized in the table below.
Data analysis results
Possible solutions
- The restaurant should introduce the hygiene policy among the employees besides recruitment of a cleaning team consisting of two experts to restore its image as the ideal eatery.
- The restaurant should shorten the service time to two minutes through introduction of a rapid customer service team consisting of three fresh employees. The plan will be supported by improved employee motivation to ensure that they perform at optimal.
Action plan
(Source: Andreadis, 2009)
Decision matrix
The decision matrix for the above action plan is presented below. The meeting will be declared a success when the stakeholders agree to adopt the above recommendations.
Reference List
Andreadis, N 2009, “Learning and organizational effectiveness: A systems perspective,” Performance Improvement, vol. 48 no. 1, pp. 5-11.
Janus, P 2008, Pro performance point server 2007: Building business intelligence. Apress, Alabama.
Lipshitz, R, Friedman, VJ, & Popper, M 2007, Demystifying organizational learning, Thousand Oaks, California.