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Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay
Edition 10ISBN: 978-1305662544Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay
Edition 10ISBN: 978-1305662544 Exercise 39
Legal Sea Foods operates several restaurants and fish markets in the Boston area and other East Coast locations. The company's standards of excellence mandate that it serves only the freshest, highest-quality seafood. It guarantees the quality by buying only the "top of the catch" fish daily. Although Legal Sea Foods tries to make available the widest variety every day, certain species of fish are subject to migratory patterns and are not always present in New England waters. Weather conditions may also prevent local fishermen from fishing in certain areas.
Freshly caught fish are rushed to the company's quality control center where they are cut and filleted in an environmentally controlled state-of-the-art facility. All shellfish come from government-certified beds and are tested in an inhouse microbiology laboratory for wholesomeness and purity. There are even special lobster storage tanks so that all lobsters are held under optimum conditions, in clean, pollution-free water. Every seafood item is inspected for quality eight separate times before it reaches the table.
At Legal Sea Foods' restaurants, each meal is cooked to order. Even though servers make every effort to deliver all meals within minutes of each other, they will not jeopardize the quality of an item by holding it beneath a heat lamp until the entire order is ready. The service staff is trained to work as a team for better service. More than one service person frequently delivers food to a table. When any item is ready, the closest available person serves it. Customer questions can be directed to any employee, not just the person who took the initial order.
a. What are the major processes performed by Legal Sea Foods? How does the process design support its goal of serving only the freshest, highest-quality seafood?
b. Where would Legal Sea Foods fall on the threedimensional classification of service organizations? Is its process design consistent with this classification?
Freshly caught fish are rushed to the company's quality control center where they are cut and filleted in an environmentally controlled state-of-the-art facility. All shellfish come from government-certified beds and are tested in an inhouse microbiology laboratory for wholesomeness and purity. There are even special lobster storage tanks so that all lobsters are held under optimum conditions, in clean, pollution-free water. Every seafood item is inspected for quality eight separate times before it reaches the table.
At Legal Sea Foods' restaurants, each meal is cooked to order. Even though servers make every effort to deliver all meals within minutes of each other, they will not jeopardize the quality of an item by holding it beneath a heat lamp until the entire order is ready. The service staff is trained to work as a team for better service. More than one service person frequently delivers food to a table. When any item is ready, the closest available person serves it. Customer questions can be directed to any employee, not just the person who took the initial order.
a. What are the major processes performed by Legal Sea Foods? How does the process design support its goal of serving only the freshest, highest-quality seafood?
b. Where would Legal Sea Foods fall on the threedimensional classification of service organizations? Is its process design consistent with this classification?
Explanation
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Major processes performed by LSF's:
Com...
Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay
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