CONSULTING REPORT ASSESSMENT & MARKING GUIDELINES Page 1 of 2 Subject Title Service Operations Management Subject Code MGT800 Lecturer / Tutor Dr Peter Tanswell / Dr Leonid Petrov Semester 2018 July...

Running head: ARIA RESTAURANT
ARIA RESTAURANT
ARIA RESTAURANT: Service Operations Management
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Executive Summary
The main purpose and objective of this study is to “critically analyze the quality of ARIA restaurant services, assess quality gaps and provide recommendations to improve the competitiveness of organizational services. In addition, this study provides insight into the organization's existing service operations information. In addition, the study also assessed product offerings, strategies, and methods used by selected real estate agencies. At the same time, the study also provided information on the problem/challenge/quality gap in the context of ARIA RESTAURANT. The company provides specific recommendations to improve the quality and competitiveness of its service operations. In addition, in order to achieve the main goals and objectives of the research, second-hand sources of information such as academic books, research papers, journal articles, publication reports, etc. are used.
Contents
Introduction    3
Industry and Company Background    3
Competition    4
Target Market    5
History    5
Lean Management and Supply Chain    5
Human Resource Management    6
Quality Dimensions    6
Customer service process    8
Process control chart    9
Gap Analysis    11
Communication Gap    11
Management Gap    11
Staff Performance Gap    12
Value chain    13
Recommendation    14
Implementation    15
Conclusion    16
References    17
Introduction
Industry and Company Background
ARIA RESTAURANT is Australia's finest restaurant, with many elements in an unbeatable port location. Aria brings together the visions of owners Bruce Solomon and Matt Moran, Joel Bickford's is Executive Chef there and his creativity is the best seasonal products as well as world-class wine lists, in an artistically enchanting space with unobstructed Opera House of Sydney and Great views of the Harbour Bridge. Matt Moran ARIA Sydney, CHISWICK, Opera Bar, ARIA Brisbane, Riverbar & Kitchen, North Bondi Fish, CHISWICK at a Gallery and owner of ARIA Catering. The new Barangaroo restaurant on the Sydney waterfront recently announced that his business continues to expand. Quality is defined within the organization based on customer feedback and assessment, and they revisit the proportion of restaurants and surveys based on customer expectations. Consumers are becoming more and more demanding today and their expectations have improved day by day, they demand high-quality products, as well as fine customer services. Therefore, providing the best quality and service is the motto of the organization. It has been also analyzed that the completely changing business environment and the changes in needs and demands of customers are the major causes of variations within the process of service delivery within ARIA RESTAURANT. The business is required to carry out special variations in its process according to the modifications or changes in the demands and overall needs of people in the target market. On the other side of this, changing business environment is the general reason because of which changes are carried out within ARIA RESTAURANT. To deal with the general and specific variations, customer survey and market research has been suggested as the strategies which can be used by ARIA RESTAURANT. At present, the process is not at all stable and there are heavy fluctuations within the same. The result of this is that it has resulted in creating obstacles in carrying out smooth and desired flow of all functions and operations with the selected business enterprise.
Competition
LuMi Bar & Dining, sixpenny and William Blue Dining are the main compititors of ARIA RESTAURANT
Target Market
ARIA RESTAURANT is facing some bottlenecks such as proper analysis and understanding of taste and preference of customer, meeting the expectation level of customers, etc. Measuring the standard expectancy level and actual satisfaction level is quite difficult task because of the difference in perception. Young students, middle class and high income families, kids are targeted customers of ARIA RESTAURANT.
History
Aria has long been at the pinnacle of Australian fine dining and wine service. Since opening in 1999, the restaurant has been awarded a total of 33 Good Food Guide chef hats and has held two hats every year since 2013. The restaurant has also accumulated 36 stars in Gourmet Traveller’s Australian Restaurant Guide. Matt Moran is also Australia's best-known and recognized chefs and he has long been a strong champion of seasonal local produce grown on farms in the western Sydney. Moran opened his very first restaurant at the age of 22 and now has some of Australia's most famous venues, which are part of the Solotel Group. Matt opened Aria in 1999 and is still supervising every seasonal menu, from top to bottom. Driven by a strong connection with nature, Joel joined the Aria team and attracted the Aria team, attracting more than 25 years of leading kitchens, including Biota Dining and The Gantry, to bring his passion for nature. Fine seasonal products and culinary styles, refined and simple, are a way to celebrate nature in its original form.
Lean Management and Supply Chain
The equipment provided by ARIA RESTAURANT employees is very inefficient and the customer is not satisfied. This is a transformational activity that transforms raw materials into food for delivery to customers (Belski, Livotov & Vaneker, 2016).
Waste Management
There is no opportunity to introduce poor processes or inventory management techniques. The main sources of waste in ARIA RESTAURANT are in the operating department, where the raw material is processed into prepared food. Employees of the department are not very concerned with waste removal and disposal, as top management follows a practical approach. This waste can be removed by careful use of waste reduction techniques (Cavagnaro, 2013).
Human Resource Management
The restaurant did not properly stress on the recruitment of skilled workers. The methods of training those who are trained are traditionally presented in the initiative, and it will surely contribute to how they and how long they feel and how well they Work (Cavagnaro, 2013). When the situation is free for a single day, the restaurant loses the opportunity to work. As a result of this job done by ARIA RESTAURAN, they dramatically increasing individual jobs in many positions and as a whole team. The top talent is "in-design" to accept the offer because of the restraint of this ARIA RESTAURANT competitor. ARIA RESTAURANT has to include the cost of losing every one compared to your competition because it helps in the bottom line.
Quality Dimensions
Quality is significant to every business, not just to be more competitive, but also to meet the growing demands and needs of its customers and consumers. There are a few quality dimensions of the product quality at the restaurant. The first dimension is the specification, which means that the coffee shop adjusts its products to the needs and needs of the customer. ARIA RESTAURANT must focus on improving durability, suitability, flavour, ingredients, and special features. Consistent quality refers to products that can meet customer needs (Duursma, Vrenegoor & Kobus, 2016). All the dimensions mentioned describe the content delivered; however, there are likewise two quality dimensions that explain the quality and features of ARIA RESTAURANT that must be considered when delivering the food product, delivery speed, and delivery reliability. In addition,...