Quality definition draft AT3
Quality definition draft AT3
Delivering food and beverage services to the Australian Antarctic Division (AAD) demands strict adherence to high standards, ensuring the provision of exceptional services. This involves consistently delivering clean, hygienic food, providing prompt and friendly service, complying with sustainability and environmental regulations, and maintaining an overall focus on client satisfaction). McCormack et al., 2021 in this context implies the ability to consistently meet or exceed customer demands while adhering to environmental and eco-friendly guidelines is important. Therefore, it involves not only the tangible aspects of the products but also the intangible elements related to the service, creating an environment that satisfies the customer's stated or implied needs. Therefore, quality in a cafe with the AAD is intertwined with the excellence in service delivery, customer satisfaction, and the consistency of both tangible and intangible aspects of the experience.
In establishing and maintaining a cafe a comprehensive quality approach is imperative, addressing both user-based and product-based perspectives. According to Garvin's (1984) user-based standpoint, catering to individual consumers' diverse desires is essential, with products meeting their preferences considered of superior quality. Thus, the cafe should prioritise optimal performance, efficient service, quick order fulfillment, and an overall positive experience for the diverse group of individuals in the environment. Unique features and experiences can be integrated to meet users' preferences and needs.
Simultaneously, the product-based approach is crucial, as per Garvin's (1984) definition, which links quality distinctions to variations in the excellence of specific ingredients or attributes inherent in a product. Quality, in this context, is tied to conforming to safety and health standards for the offered food and beverages. By considering both user-based and product-based approaches to quality, the food and beverage services delivered adapt a well-rounded approach that prioritises user satisfaction and the reliability and quality of offerings at the AAD.
In the realm of food and beverage, the application of Garvin's Quality Dimensions is also paramount in defining quality. Firstly, performance is crucial, as it directly correlates with the taste, flavour, and overall sensory satisfaction of the culinary offerings. Features involve the elements that enhance the experience, serving as additional attributes that complement the fundamental operation (Garvin 1984). This includes presentation, variety, and unique characteristics that elevate the dining atmosphere. Reliability becomes synonymous with consistency in taste and portion sizes, ensuring customers can rely on a predictable and enjoyable food and beverage experience. Conformance is vital, ensuring that the food meets health and safety standards and regulatory requirements. Lastly, serviceability ensuring the ease and efficiency through serviceability. In essence, these dimensions collectively define the quality benchmarks that distinguish outstanding food and beverage services which will be necessary for fulfilling AAD's criteria and client satisfaction.
Quality is also intricately linked to customer satisfaction and the likelihood of repeat business. Existing literature showcases that successful quality entails consistently meeting or exceeding customer expectations, ensuring a memorable and delightful experience that encourages customers to return. Research conducted by Abdullah, Sufi & Kumar (2023) illuminates a compelling connection between customer satisfaction and its pivotal role in fostering customer retention. Furthermore, quality centres around fulfilling the specified criteria for deliverables and the capacity to meet the customer's expressed or implied requirements. (Project Management Institute, 2021). It underscores the positive impact stemming from the exceptional quality of both food and beverages, complemented by outstanding service to be a quality establishment.
The quality definition presented, therefore outlines the essential standards for effective and reliable food and beverage services, emphasising key features required to meet the criteria of the AAD and ensure client satisfaction. It is crucial to adapt and refine this definition based on the specific objectives of the project.
