Read the short article in the book. Use references from the book, homework help

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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.

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