MANG 471 Case Study Assignment
Name: Blake Moore
Case Study Title: Jose’s Mexican Restaurant
Question #1
Process outcomes and quality are defined differently for all the stakeholders involved with
the restaurant. The stakeholders in this situation include the customers, the cook, the
waiter, and finally the restaurant’s management staff. Quality for the external customers
can be defined as what they are looking to get out of the experience at Jose’s. For me it
would be good authentic Mexican food, especially the chips and salsa. The current
condition of the food is low quality including wilting lettuce and tough chicken. To improve
quality for the cook he would need better ingredients to make better quality food. Quality
for the waiter is defined by presentation of himself and the food is serving. Timeliness is
also a factor when waiting and this could be a reason that he is losing money in tips. As far
as upper management goes, they are really just looking to turn tables, get solid reviews,
