A Description of the Business Strategies to Maintain Quality Products and Services Used by Finale Essay

Finales reputation for providing high quality desserts and maintaining above average customer service motivated members of our team to observe and analyze the bakerys operational process. Its outstanding performance was recognized when the restaurant was chosen as the Best of Boston 2000 in the dessert category and was featured on the Food Network. All team members participated in the observation and data collection process. The task time and efficiency analysis was assigned to three team members while the other two members analyzed ways to improve the process and developed the appropriate recommendations. Between Monday, March 19 and Saturday, March 24, 2001, we went to Finale on Columbus Avenue at Park Plaza. In our two visits, we observed the process for a period of one hour. During this period we timed and analyzed the efficiency of the following tasks customer waiting (before placing the order), customer placing order, box preparation, obtaining desired dessert, wrapping and placing dessert in the box, tying the box, and payment. We also spoke to the manager, employees, and customers in order to obtain different perspectives regarding the process. Our observations were conducted at two different times, one during the bakerys peak hours (Saturday afternoon), and one during off-peak hours (Monday late-afternoon). The order takingfilling process that we observed is the last, and one of the most important processes that take place at Finale. Since it consists of providing the customer with the output of a series of processes that include ingredient selection, dessert preparation, dessert decoration and dessert presentation to the customer, it is the ultimate test regarding service and quality. This operational process seeks to provide customers with a high quality, specialty desserts of their choice in...

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