The purpose of this study is to investigate how continuous improvement methods can be applied in a restaurant environment through process management. Increased competition in the service marketplace, and more knowledgeable customers has forced many organizations to focus on business re-engineering. Therefore, the ability to develop new systems aimed at the customers' needs has become imperative. This assessment will focus on the service delivery time in four areas of a student-operated restaurant utilizing process management techniques. The four processes that the researchers measured are: 1) promptness of greeting- seating the customer, 2) beverage service, 3) entree service, and 4) check-payout. The data collected in this study can be applied for future means of improvement at Henry's Restaurant on the Rochester Institute of Technology campus. Furthermore, the utilization of the instruments in this study will prepare future service managers with experience in Statistical Process Control (SPC) methods, which are necessary for continuous improvement programs.

Library of Congress Subject Headings

Restaurant management--Case studies; Consumer satisfaction

Publication Date


Document Type


Department, Program, or Center

School of Food, Hotel and Tourism Management (CAST)


Marecki, Richard

Advisor/Committee Member

Sackler, Warren

Advisor/Committee Member

Domoy, Francis


Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: TX911.3.M27 W357 1998


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