# Sum the Article in 2-3 sentence then answer the questions as followed, homework help

David Drickhamer, former editorial research

director for Industry Week magazine, told about a

stop he made to buy lunch for his hungry child.

They were running errands, so Drickhamer

pulled into the drive-through lane of a fast-food

restaurant.

The customer experience began when Drickhamer pulled up to the ordering station and heard

a recorded message urging him to try the chain’s

new chicken sandwich. He ordered a child’s meal

featuring chicken pieces and a dipping sauce.

Drickhamer drove up to the cashier’s window.

Jon, the cashier, asked him to please wait while he

left to get new batteries for the headset through

which he received orders. Jon returned a minute

later and requested payment—but for the wrong

total amount. While he had been away getting the

batteries, two more orders had come in, so Jon

tried to figure out how to make his computer

return to Drickhamer’s order. Jon apologized and

called for a supervisor to help. The supervisor

walked over and wordlessly corrected the order

on the computer. Jon took the payment and made

change as he entered the next customer’s order.

Drickhamer pulled up to the next window to

receive his food. There, a woman named Mary

asked his choice of dipping sauce. He replied

“None” as he looked inside the bag. Seeing that

no napkins were included (even though this was

a child’s meal that usually comes with a sauce), he

requested napkins—twice. She, like Jon, was

wearing a headset and didn’t reply.

Drickhamer remained at the pickup window,

waiting for napkins. A few seconds later, the window opened again. A third employee was there,

ready with the next customer’s order. Drickhamer

repeated his request for napkins. The third

employee handed over the napkins, and Drickhamer drove away with a contented passenger in

the backseat.

1. What forms does quality take in a fast-food

restaurant? That is, what aspects of the food,

service, atmosphere, and so on do you consider to be acceptable in terms of quality, and

what would exceed your expectations?

2. Productivity efforts in a fast-food restaurant

often involve behind-the-scenes work in the

kitchen. But in describing his experience,

Drickhamer emphasizes that in a service business, production includes interactions with

the customer. Identify one or two places in

this case study where productivity could

have been better.

3. Working alone or in a group, draw a diagram

of the work process described in this case

study. In your diagram, show what materials

each employee needed, as well as what each

employee provided to the customer. Evaluate

where the process could be improved, based

on the information given and any experiences

you have with fast-food restaurants. Finally,

prepare a list of actions to improve the quality

and productivity of this work process. As

directed by your instructor, submit the diagram and list as a written report or present

your findings to the class.

Certo, Samuel (2015-01-23). Supervision: Concepts and Skill-Building (Page 59). McGraw-Hill Higher Education. Kindle Edition.

Certo, Samuel (2015-01-23). Supervision: Concepts and Skill-Building (Page 58). McGraw-Hill Higher Education. Kindle Edition.

Minimum of 500 words.

Document your work by citing from the textbook. Use direct quotes. You may quote from the chapter in which the case study is located, and you can quote from previous chapters. It is essential that you back up what you say with what you have learned from the text. This is not an exercise in expressing your opinion. You must use what you have learned.

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