Business customer analysis Essay
According to the SWOT analysis, it is clear that the most essential aspect for success of a business is customer satisfaction. Customer royalty ensures that they have developed the correct goodwill towards a specific business entity (Pfeifer et al, 2005). Mega Byte restaurant had highly royal customers who would opt to wait for long periods of moments for specific tables to be cleared by the previous customers (Qaudard et al 1991). Therefore, this acts as a major indicator and an important fulcrum for addressing any present problem with minimal residual effect on the business.
The employees in the organization are cooperative to achieve the established goals and objectives. After the manager established that there was a problem in the restaurant, they easily cooperated by forming a team that would look at the problem with a view of establishing the main reasons behind it and thereby deriving possible recommendations that would address it. Many organizations fail due to lack of cooperative employees and staff that can identify and/ or cooperate in different scenarios to ensure that problems are effectively addressed.
To add to that, there is strong effective leadership in the organization as the manager was able to see the problem and act
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This indicates his decisiveness and goal oriented nature that ensures focus is maintained on making the customers satisfied (Ames & Runco, 2005). (b). Weaknesses Though the restaurant had major strong points in its operation, there was increased authoritarian nature of management which does not include the employees in varying decision making processes unless there is a major problem. The decision to conduct research towards the problem was solely arrived at by the manager without including the employees.
As a result the employees may have viewed the initiative as an external one and therefore fail to give the correct information. The employed technique was later established to have major loopholes which could possibly have been addressed if consultations had been held. There was a major problem in identifying the team members with majority of the chosen ones having problems in localizing the whole idea of making the study customer driven. (c). Opportunities
Opportunities in an organization involve the major issues that a business can build on to ensure that a business has returned or improved from the prevailing situation (Santos & Tersa). As indicated earlier in the major strengths for the organization, the restaurant enjoyed a strong backup from the staff and employees, management and the consumers. Due to their strong royalty to the organization, the consumers readily agreed to correctly fill the study questions meant to improve the condition of the restaurant.
To add to that, the employees form a good basement as they performed their duties with diligence and commitment without betraying their leaders. Besides, they are able to work in teams and achieve the required results. From the results achieved, customers who complained about poor food quality, cleanliness and table setting were minimal therefore indicating strong satisfaction with their services. (d). Threats Mega Byte restaurant however, faced major threats that sooner than later would serve as major stumbling block to the management and the entire sustainability of the organization.
There appeared to be high levels of hypocrisy in the employees’ acceptance of the varying tasks without commenting or positively criticizing the managers’ requirements. Though it appears that there is low competition rates from the nearby restaurants, caution should be taken as new ones can easily develop owing to the immediate opportunity of the customers who were dissatisfied with the services offered by the Mega Byte restaurant (Bernard & Wolfgang, 2005). Alternatives
To adequately address the problem, all the alternatives should be evaluated and considered with a view of establishing the best method. With the main reason for the current problem being waiting for the seats, the management could consider availing more tables to cater for the large numbers of people during the rush periods of the morning hours. The balancing of the ratio between the non-smokers and smokers tables should be altered to cater for the large influx of the non-smokers in the restaurant.
To add to that, the management could increase the number of staff during the morning hours when the customers were more in the restaurant for faster services delivery. The restaurant could also be reorganized to give it a new outlook and encourage the consumers to integrate with a new setting and new system that can help in making it a better place with increased capacity (Qaudard et al 1991). Conclusion. Increasing demands for effective operations management in organizations requires strong leadership and ample cooperation with the staff.
Mega Byte restaurant consideration of the business strengths and opportunities through strong systematic analysis of the immediate problem and strategic assessment of all the factors indicates strong leadership and good management. Besides, inclusion of the staff in the study ensures that the organization comprehends the immediate situation fully and therefore becomes ready for possible changes that may be required from the recommendations.
Strong and effective operation management is an indication of total quality management in an organization. Reference list. Ames, M. and Runco, M. (2005). Predicting Entrepreneurship From Ideation and Divergent Thinking, Creativity & Innovation Management, 14(3):311-315. Bernard, S. & Wolfgang, S. (2005). Complaint Management: The Heart of CRM. Washington: Thompson South-Western publishers. Bernard, B, 2004. Managing Change: A Strategic Approach to Organizational Dynamics. New Jersey: Prentice Hall.