Business Case Study Developing Better Procedures

Posted by: Steve Marr in Case Studies on Jan 29, 2011

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Bill and Maureen owned three restaurants, Eggs & More, in a town of 125,000 people. The places opened at 5:50 AM, and closed at 8:00 PM, seven days a week. The couple each directly managed one place themselves, and they shared supervision of the third location.

Business was OK, but the third location was a drag. While some customers developed into regulars, the couple was disappointed in not developing repeat business. A review was conducted of each location. That uncovered the following results:

After the review, written standards were established and staff was trained to those standards. As a result, the health code problem was eliminated, customer satisfaction improved, and business grew 15% over the next year.    

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