Nama : raka faris pratama
Kelas : 3ID02
NPM : 35415603
Review jurnal : Quality Function Deployment and Application on a Fast Food Restaurant.
This research was conducted on one of the famous chain of fast food restaurants in Kuşadası branch-operating by taking franchise in Turkey between June 18 and July 30 in 2011. This fast food chain does not allow their name to be used in any research because of that the name of the chain will not mention in this study. Nowadays, customer demands of food and beverage managements are increasing. This is a fast growing industry around world. Because of that, food and beverage managements present both product and service, perform the customer demands in both points are so important in conditions of competition nowadays. Customer of food and beverage managements can be supply with ideally; demands must identify properly and must determined correctly. On the other hand, a factor relates with success of food and beverage managements, production and service concept of the firm belong together customer satisfaction. Especially, tendency of the youth on fast food restaurants become a current issue, recently. Within this scope, QFD applications which are realized in fast food restaurant, pose questions related with on the basis of product and service for determining both the customer demands and service. Importance level grading of customers for product and service, in quality house, is as below: • For product; quality and healthy products are specified as the most important issues by customers. • For service; useful equipment (washbasin, etc.), service manner, service time and customer relationships are determined as the most important tissues by customers. After that credits of fast food restaurant, especially they increase selling, are added and calculated; • The product has to be healthy, • Convenient equipment and • Customer relations issues are considered important by firm, customer satisfaction and fidelity increase. The Quality House which is formed after these considerations, technical needs (HOWs) significance level which were specified for supply customer demands was calculated. The most regarded issues are specified for supply present demands in this point, too. According to calculated values; • Staff, • Training, • Food safety Consensus was declared to meet the customer satisfaction when concentrate on these issues. Generally majority of positive relationships according to roof of the Quality House is an indication of company requirements has been correctly identified. However, negative relationship only is concentrated at the cost, an indication of fast-food restaurant needs to consider especially when planning payments in yearly budget. To reach customer voice is realized with much easier and faster methods in today's technology in which communication methods are even easier and widespread. Through getting mail addresses of customers, requests can be collected by sending short surveys periods of 3-6 months and can contribute to development of the business by often evaluate. Selecting such an implementation method would be more practical when considering customer's point. Both customers will not get bored because short surveys will be implemented and a change of answering in ambient where they feel most comfortable will be born. So changing customer demands and the profile can be determined and changes that need to be done and measures to be taken can be achieved earlier. What to do and requirements for management are as follows; in fast-food restaurant in which the implementation is realized. For fulfilling the demands of customers within the scope of healthy products; the quality of the materials used in the provision of products, services and suppliers should be checked at regular intervals. However food safety reports showing an additive are not used any of the products, accordance with the cleaning principles of the production line should be published at regular intervals. This eliminates the customer doubts and will increase the confidence of the customers to the company. For useful equipment about customer demands; customer demands can be met on this subject by checking at regular intervals after the beginning of each shift, especially the soap dish that becomes lavatory equipment, hand-drying apparatus and photocell lights. Developing a method of recording that controls were done also will help prevent the potential problems on this subject. About customer relations; keep in mind that the person who provides the first and the last communication with the customer is service personnel, the person who can change all the perceptions of the customers about product and service characteristics are also service personnel. Depending on established contact ensures the formation of positive or negative ideas about fast food restaurant. At this point, the circuit enters the educational process. To provide training to the personnel of the fast food companies that perform product and service offering is very important to customer demands. The subject is quite heeded in fast food restaurants but the ever-changing and increasing customer demands require more frequent intervals of this training. In line with these findings a fast food restaurant to develop product and service quality one of the primary requirements is most important to the personnel who is in one by one communication with the customer. Also giving toll-free telephone numbers to one by one interview, getting e-mail addresses to the complaints of the customers both facilities to listen customer complaints and remedied as soon as possible to ensure the needs of the customer. Today, the most important feature is the application of Food Safety System that the conscious consumers especially look for in food and beverage managements. For customers, such a reliable system implemented in food and beverage management is a positive effect on the perception of the image for the company. Because the production in company that applies food safety system is known to be free of all kinds of pathogens, additives and other risk factors. Furthermore, receive trainings on personal hygiene and performance of personnel working in the food and beverage managements that implements Food Safety System is also an element of trust in the other. In this context, to have certificates BRC and SQA in fast-food restaurant that QFD implementation was carried out. On the other hand the implementation of food safety systems ISO 22000 those customers generally recognized and applied in Turkey. It would increase the reliability of the company in this regard. Finally, assessed demographic characteristics of the survey, the majority’s was detected from people between the ages of 20-24, women, at the undergraduate level, student, income of 499 and less, single, with no children and 2-3 times visit to fast food restaurants in a week . According to this, the profile of customers in fast food restaurant seems to be among the factors to be taken into account. Because of the group that makes up the majority therewithal will also affect demands. Therefore, when creating marketing strategies of fast food restaurants, demographic characteristics should be taken into account also. Thus, fast food restaurant will be increased customer satisfaction and the profit margin even more. Any food and beverage management was explained the importance of implementation of certain periods to apply this kind of surveys, which will determine the status of market in which the implementation was done. Fast food restaurants have been fit to perform the implementation on a regular basis in the next status determinations.
Link jurnal yang dibahas : http://ijbssnet.com/journals/Vol_6_No_9_September_2015/14.pdf
ppt : https://drive.google.com/file/d/1m-t1k93zdXgdS_EYhRRxyq78sLqV7Yk8/view?usp=sharing
Kelas : 3ID02
NPM : 35415603
Review jurnal : Quality Function Deployment and Application on a Fast Food Restaurant.
This research was conducted on one of the famous chain of fast food restaurants in Kuşadası branch-operating by taking franchise in Turkey between June 18 and July 30 in 2011. This fast food chain does not allow their name to be used in any research because of that the name of the chain will not mention in this study. Nowadays, customer demands of food and beverage managements are increasing. This is a fast growing industry around world. Because of that, food and beverage managements present both product and service, perform the customer demands in both points are so important in conditions of competition nowadays. Customer of food and beverage managements can be supply with ideally; demands must identify properly and must determined correctly. On the other hand, a factor relates with success of food and beverage managements, production and service concept of the firm belong together customer satisfaction. Especially, tendency of the youth on fast food restaurants become a current issue, recently. Within this scope, QFD applications which are realized in fast food restaurant, pose questions related with on the basis of product and service for determining both the customer demands and service. Importance level grading of customers for product and service, in quality house, is as below: • For product; quality and healthy products are specified as the most important issues by customers. • For service; useful equipment (washbasin, etc.), service manner, service time and customer relationships are determined as the most important tissues by customers. After that credits of fast food restaurant, especially they increase selling, are added and calculated; • The product has to be healthy, • Convenient equipment and • Customer relations issues are considered important by firm, customer satisfaction and fidelity increase. The Quality House which is formed after these considerations, technical needs (HOWs) significance level which were specified for supply customer demands was calculated. The most regarded issues are specified for supply present demands in this point, too. According to calculated values; • Staff, • Training, • Food safety Consensus was declared to meet the customer satisfaction when concentrate on these issues. Generally majority of positive relationships according to roof of the Quality House is an indication of company requirements has been correctly identified. However, negative relationship only is concentrated at the cost, an indication of fast-food restaurant needs to consider especially when planning payments in yearly budget. To reach customer voice is realized with much easier and faster methods in today's technology in which communication methods are even easier and widespread. Through getting mail addresses of customers, requests can be collected by sending short surveys periods of 3-6 months and can contribute to development of the business by often evaluate. Selecting such an implementation method would be more practical when considering customer's point. Both customers will not get bored because short surveys will be implemented and a change of answering in ambient where they feel most comfortable will be born. So changing customer demands and the profile can be determined and changes that need to be done and measures to be taken can be achieved earlier. What to do and requirements for management are as follows; in fast-food restaurant in which the implementation is realized. For fulfilling the demands of customers within the scope of healthy products; the quality of the materials used in the provision of products, services and suppliers should be checked at regular intervals. However food safety reports showing an additive are not used any of the products, accordance with the cleaning principles of the production line should be published at regular intervals. This eliminates the customer doubts and will increase the confidence of the customers to the company. For useful equipment about customer demands; customer demands can be met on this subject by checking at regular intervals after the beginning of each shift, especially the soap dish that becomes lavatory equipment, hand-drying apparatus and photocell lights. Developing a method of recording that controls were done also will help prevent the potential problems on this subject. About customer relations; keep in mind that the person who provides the first and the last communication with the customer is service personnel, the person who can change all the perceptions of the customers about product and service characteristics are also service personnel. Depending on established contact ensures the formation of positive or negative ideas about fast food restaurant. At this point, the circuit enters the educational process. To provide training to the personnel of the fast food companies that perform product and service offering is very important to customer demands. The subject is quite heeded in fast food restaurants but the ever-changing and increasing customer demands require more frequent intervals of this training. In line with these findings a fast food restaurant to develop product and service quality one of the primary requirements is most important to the personnel who is in one by one communication with the customer. Also giving toll-free telephone numbers to one by one interview, getting e-mail addresses to the complaints of the customers both facilities to listen customer complaints and remedied as soon as possible to ensure the needs of the customer. Today, the most important feature is the application of Food Safety System that the conscious consumers especially look for in food and beverage managements. For customers, such a reliable system implemented in food and beverage management is a positive effect on the perception of the image for the company. Because the production in company that applies food safety system is known to be free of all kinds of pathogens, additives and other risk factors. Furthermore, receive trainings on personal hygiene and performance of personnel working in the food and beverage managements that implements Food Safety System is also an element of trust in the other. In this context, to have certificates BRC and SQA in fast-food restaurant that QFD implementation was carried out. On the other hand the implementation of food safety systems ISO 22000 those customers generally recognized and applied in Turkey. It would increase the reliability of the company in this regard. Finally, assessed demographic characteristics of the survey, the majority’s was detected from people between the ages of 20-24, women, at the undergraduate level, student, income of 499 and less, single, with no children and 2-3 times visit to fast food restaurants in a week . According to this, the profile of customers in fast food restaurant seems to be among the factors to be taken into account. Because of the group that makes up the majority therewithal will also affect demands. Therefore, when creating marketing strategies of fast food restaurants, demographic characteristics should be taken into account also. Thus, fast food restaurant will be increased customer satisfaction and the profit margin even more. Any food and beverage management was explained the importance of implementation of certain periods to apply this kind of surveys, which will determine the status of market in which the implementation was done. Fast food restaurants have been fit to perform the implementation on a regular basis in the next status determinations.
Link jurnal yang dibahas : http://ijbssnet.com/journals/Vol_6_No_9_September_2015/14.pdf
ppt : https://drive.google.com/file/d/1m-t1k93zdXgdS_EYhRRxyq78sLqV7Yk8/view?usp=sharing
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