Page 51 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Design for Six Sigma Road Map for Service 33

Table 2.2 Three-Level Preliminary CTS Tree for Restaurant Service

First Level Second Level Third Level
Satisfying food Tasty food Food tastes good
Balance of flavors
Hot soup, cold ice cream
Food looks appetizing
Food is healthy
Enough food Feel full after meal
Don’t feel overfull after meal
Don’t feel hungry one hour after meal
A lot of variety Wide choice of food
Unusual items on menu

Clean and attractive Clean facility Clean restrooms
surroundings Clean tables
Clean plates and silverware
Clean, well-dressed employees
Comfortable Light not too bright
atmosphere Light not too dim
Shouldn’t feel crowded in space
Don’t want noisy atmosphere
Smoke-free atmosphere

Good service Friendly and Make me feel at home
knowledgeable Staff willing to answer questions
staff Polite, friendly staff
Waiter should be patient while
ordering
Menu items easy to understand
Shouldn’t feel rushed out of restaurant
Fill water glass promptly without
asking
Enough time to read menu

Quick Short wait for table
and correct Know how long a wait for table
service Can order quickly
Greeted immediately on being seated
Prompt delivery after ordering
Get what was ordered
Order additional items quickly
Food courses arrive on table
at right time

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