answering those questions

Measurement before Management

Richard Brusher works for a major global food & beverage management company. His corporation has decided that his talents, honed as head of strategy for the brand, need to be targeted towards the north-eastern sector of the United States. This region has sixty-four restaurants and is presently the corporation’s weakest performing region. Of particular concern to his boss is the ability of one of the competitors in the region to respond to market forces more readily, leaving the company at a major disadvantage. One competitor in particular always seems to have its finger on the pulse and adjusts its menu pricing perfectly to meet shifting demand seen in the region. It packages deals constantly to meet with high approval, and owners couldn’t be happier.

Having been burned from the many “if you buy it, they will come” computer solutions offered by many dot com vendors, management is skeptical of purchasing new systems. Fortunately, Richard has a history of solving problems with little increased spending due to his ability to manage and use information effectively. Management is in clear agreement that the company presently at a competitive disadvantage. Rather than react to every new offering a competing restaurant may introduce to the marketplace. Richard and his boss concur that the best strategy to compete is to better use information and to build a solid foundation of smart business practices blended with customer focuses services and quality food & beverage offerings. The following five goals have been established and will be used as the basis of measuring Richards performance over the next year:

  • Increase revenue by 5%
  • Increase customer covers by 6%
  • Increase Guest Service Index (GSI) scores to 3.5 (on a scale of 1 to 5, with 5 being the most satisfied and 1 being the least satisfied)
  • Decrease food cost by 5%
  • Reduce employee turnover by 15%

Current Systems

Luckily for Richard, each restaurant recently upgraded its technology applications portfolio. Currently each restaurant shares similar network infrastructure and common operating system. High-speed internet access is available at all properties on personal computers using Microsoft Windows Software, despite being upgraded, has not been standardized throughout the company. Among the sixty-four restaurants in Richards region, there are three different restaurant POS systems, and three different database architectures in use. Additionally, work processing, spreadsheets and other productivity software differ from property to property. Browser software is equally divided in the company between Internet Explorer and Firefox.

Current Procedures

Report compilation and dissemination requires each restaurant auditor to fax flash reports to the regional office where the numbers are entered manually into spreadsheets so that a consolidated report for the region can prepared. Comment cards, the sole measurement of the GSI scores, are mailed to the corporate office each week. The corporate office compiles the scores to create the GSI index and then mails a printed report to the regional office each month. The food and beverage director submits bi-weekly purchasing history and nightly sales data to the restaurant manager who compiles the data and emails a series of reports to the regional office. Each month, the regional office emails a series of summary financial and operating reports to the corporate office and each property in the region detailing actual performance versus budget and year-to-date-statistics. These reports are then reviewed by the general manager and become subject to discussion in manager meetings in each restaurant.

Richard has some great ideas for a new strategy, He knows that he has to be able to measure what he is about to manage. Our learning activity is based on that theme.

Learning Activity

  • What are the key problems facing Richard and his organization as described in this scenario?
    • If you were in Richard’s shoes how might you go about addressing these challenges?
    • What would be your strategy and why?
    • Be sure to provide appropriate justification and a specific (i.e., detailed and measurable)action plan.
  • Before any action is taken, what managerial measurements must be implemented for the company’s five goals, and how should these be implemented?
    • What procedural changes are required at each property and at the regional and corporate offices?
    • How should these changes be introduced, and who should lead the change effort?
  • Would any of data required access restriction?
    • If so, who should have access, and to which data?
  • Evaluate the technology applications portfolio and infrastructure for Richard’s company.
    • What are the strengths and limitations?
    • In what ways is technology being used effectively?
    • Where is there room for improvement?
    • What changes would you suggest and why?
  • If you were to design a balanced scorecard approach for measuring and monitoring performance and the overall health of the organization for Richard’s company, how would you go about it?
    • Where would you start?
    • What issues might you face, and how would you overcome them?
    • What would your proposed balanced scorecard look like?

Calculate the price of your order

550 words
We'll send you the first draft for approval by September 11, 2018 at 10:52 AM
Total price:
$26
The price is based on these factors:
Academic level
Number of pages
Urgency
Basic features
  • Free title page and bibliography
  • Unlimited revisions
  • Plagiarism-free guarantee
  • Money-back guarantee
  • 24/7 support
On-demand options
  • Writer’s samples
  • Part-by-part delivery
  • Overnight delivery
  • Copies of used sources
  • Expert Proofreading
Paper format
  • 275 words per page
  • 12 pt Arial/Times New Roman
  • Double line spacing
  • Any citation style (APA, MLA, Chicago/Turabian, Harvard)

Our guarantees

Delivering a high-quality product at a reasonable price is not enough anymore.
That’s why we have developed 5 beneficial guarantees that will make your experience with our service enjoyable, easy, and safe.

Money-back guarantee

You have to be 100% sure of the quality of your product to give a money-back guarantee. This describes us perfectly. Make sure that this guarantee is totally transparent.

Read more

Zero-plagiarism guarantee

Each paper is composed from scratch, according to your instructions. It is then checked by our plagiarism-detection software. There is no gap where plagiarism could squeeze in.

Read more

Free-revision policy

Thanks to our free revisions, there is no way for you to be unsatisfied. We will work on your paper until you are completely happy with the result.

Read more

Privacy policy

Your email is safe, as we store it according to international data protection rules. Your bank details are secure, as we use only reliable payment systems.

Read more

Fair-cooperation guarantee

By sending us your money, you buy the service we provide. Check out our terms and conditions if you prefer business talks to be laid out in official language.

Read more
error: Content is protected !!