Improving customer service at Red Lobster CUTTING THE FAT FROM THE SEAFOOD General presentation Problem statement Customer experience(Gap analysis) Managing Capacity and demand (bottleneck) Managing queues Further recommendations Marie Rob Steven Renji Kevin Rob Agenda
CUTTING THE FAT FROM THE SEAFOOD
Expected dining experience
Kitchen preparation of prepackaged foods. Delivery of food items to restaurants
Perceived dining experience
Hostess and wait staff provide customers their first experience
Proper presentation of various menu items. National advertisement campaigns, which sets the mood for new customers
Corporate offices decide what to offer on the menu, what price to charge, and how much to pay employees.