Analysis

Cost of Quality

There are four types costs we discuss. Prevention cost which is cost associated with preventing defects before the happen. At the restaurant there is a special refrigeration unit to store the different items in certain temperatures to ensure the best quality and freshness of the food. Appraisal costs are costs incurred when the firm assesses the performance level of its processes. At the restaurant there aren’t processes to assess performance other than customer reviews and ratings. The next type of cost is internal failure cost, these costs result from defects that are discovered during the production of the products or services. For example, at the restaurant while preparing food for the customers the cook must make sure all the dates are right on the food, then use it to prepare the food. If the dates are not good on the food, it needs to be replaced with new food that can be used. Lastly, external failure costs are costs that arise when a defect is discovered after the customer receives the product or service. In this case, if the customer is not satisfied with the food or if there is a problem with the food, the restaurant would have to replace the food for the customer.

 

Process Structure

 

In order to achieve the competitive priorities, Noches de Colombia have chosen a particular set of process decisions.  The process structure, which determines the process type; is focused on services, or a Customer –contact position.  At Noches de Colombia, customer service is a number one priority and a forefront for the business.  Customer involvement is high, because customers order the meals, have the ability to personalize their orders, and interact directly with waiters and waitresses.  At the bakery, customers can place special, or personalized orders; making the experience highly involved.  Resource flexibility is specialized because there are certain machines that only process one thing (i.e. ovens, stoves, frying machinery).  Cooks use these special machines to provide the service, or “food” to customers.  Noches de Colombia includes high automation.  Cooking equipment and machines are highly specialized and necessary to provide the particular meals requested by customers.  
 

 

Service Process Structure

 

Noches de Colombia can be recognized as a hybrid office; that is some interaction with customers along with flexibility of cooks to be able to make meals specialized.  Customers interact with the host and waiter making it a hybrid office style structure and are also given some options on how to customize their meals.  The kitchen of the restaurant would be known as hybrid office, hidden from consumer’s eyes but also deals with specialized work depending on the customer order.  The restaurants bakery would be known as a front office where customers come up directly to purchase; making this flexible flows with individualized processes.  Overall, the three environments within Noches De Colombia create a Hybrid Office style atmosphere.