A PROJECT REPORT ON CUSTOMER SATISFACTION AT PARAMOUNT RESTAURENT (APPLYING SIX SIGMA - A QUALITY CONTROL TOOL)

PROJECT REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS 1ST YEAR PGDBA

SUBMITTED TO:Prof. Vidyasagar

SUBMITTED BY:Drishti Monika Asthana

MOUNT CARMEL INSTITUTE OF MANAGEMENT

CONTENTS

SI NO 1 2 3 4 5 6

CHAPTER INTRODUCTION OF THE COMPANY DEFINE PHASE MEASURE PHASE ANALYSE PHASE IMPROVE PHASE CONTROL PHASE

PAGE NO

ACKNOWLEDGEMENT

Apart from the efforts of me, the success of this project depends largely on the encouragement and guidelines of many others. I take this opportunity to express my gratitude to the people who have been instrumental in the successful completion of this project. I would like to show my greatest appreciation to Prof. Vidyasagar support and help. Without his encouragement and guidance this project would not have materialized. I would like to thank Sister Albeina , Director Mount Carmel Institute of Management for converting us into disciplined student, as disciplined enough to handle a project like this and makind all possible arrangement for us. Our list of thanks need a great mention of the faculty members of PGDBA for encouraging us and believing in us and being our inspiration. Finally, yet importantly, I would like to express my heartfelt thanks to my beloved parents for their blessings, my friends/classmates for their help and wishes for the successful completion of this project.

INTRODUCTION

DEFINE PHASE
PROJECT:Improve customer satisfaction at paramount restaurant.

Purpose:To improve the quality of product Services towards customer.

Benefits:-

1. Profit will be more and can provide better quality of food. 2. More customer will be attracted. 3. Food quality will be better 4. It will help in expansion of their business. 5. It can become one of the best restaurants in city.

Limitations:-

1. All the issues cannot be solved because they are not affordable. 2. Limited budget of the owner. 3. Some issues which are not in hand of owner cannot be sorted out.

Results:1. More number of customers will come to the restaurant. 2. Increase in sale 3. Better quality of food and services. 4. More profit which will help in expansion of business.

Process Chart Procure stock at right time

Segregate the raw materials

Arrange

preparation

Serving Root cause analysis We will do the root cause analysis by using pareto chart, cause and effect diagram.

7 Management tools of six sigma 1. Affinity Diagram 2. Inter- relationship Diagram

AFFINITY DIAGRAM An affinity diagram is a management tool which is use to connect a problem and list of various possible solutions to fix the problem.

How to improve the service?

How to improve the quality of product ?

How to manage time effectively and efficiently

To give the proper trainning to the staffs.

Maintaining hygenic environment.

1.Procuring high quality of raw material. 2. Introducing new items in the menu. .

Managing stock at time.

Making delivery on time.

Inter-relationship Diagram:It is a management tool relating them by arrows drawn on the basis of its influence on another factor.

POOR QUALITY OF SERVICE

POOR QUALITY OF FOOD

SERVICE

NO INVENTORY CONTROL

FOOD
IMPRPPER TRAINNING IMPRPP TO STAFFS UNHYGENIC ENVIRONME NT

LACK OF TIME MANAGEME NT

IMPROPER AMBIANCE

MEASURES PHASE

MEASURE PHASE:In measure phase we used the questionnaire been surveyed with customers because the paramount hotel is well-known by people. So by means of feedback from the customers the defects can be easily identified because questionnaires are easy to analyze.

A questionnaire is an important tool in public opinion research. If we get a representative number of people to answer the same question then we can make a judgment of what most people think. This information can be used to plot trends & changes in public perception. It has uses in marketing & political research.

Fishbone Diagram:Ishikawa diagram (also called fishbone diagrams or cause-and-effect diagrams) are diagrams that show the causes of a certain events. Common uses of the ishikawa diagram are product design and quality defect prevention, to identify potential factors causing an overall effect.

Each causes or reason for imperfection is a source of variation. The categories are: Man: Anyone involved with the process. Methods: How the process is performed and the specific requirements for doing it, such as policies, procedures, rules, regulations and laws. Machines: Any equipment, computers, tools etc. required to accomplish the job. Materials: Raw materials (eatables and beverages) used to produce the final product. Measurement: Data generated from the process that are used to evaluate its quality. Environment: The conditions, such as location time and culture in which the process operates.

Improper Ambiance Lack of time management, Improper division of labour Mistakes in billing MANAGEMENT MAN improper training lack of proper no. of staffs maintenance cost is high obsolete technology MACHINES

LACK OF CUSTOMER SATISFACTIO N AT PARAMOUNT

MOTHER NATURE Cost of product is varies according to seasons. Problem in storage due to climatic condition Pareto Chart:-

METHODS

MATERIALS high cost No complimentary beverages.

congested arrangements of products.

The Pareto chart is used to check and see the order and magnitude of each factor contributing towards the problem. The lowest frequency of occurrence is displayed first and the contributing factor on the x-axis follows an ascending order in term of the frequency of occurrence (y-axis)

Particulars maintenance Infrastructure Service Home delivery

Percentage 110 80 60 30

150 100 50 0