Service Management Project Fingas

Zack & Vita

Tutor: Prof. Margaret Chen

SERVICE MANAGEMENT

CONTENT

• Introduction

• Overview of Research Target

• Customers Service Encounters

• Customer Survey

• Service Recommendations

• Summary

INTRODUCTION

OVERVIEW OF RESEARCH TARGET

• Name of the facility: Finga’s Base Camp

• Manager: Chef Dereke Bruce

• Location ; Facilities: At 61 Zhongming South Road, Taichung.

• Product and Service: Foreign cuisine

• Target market: Adults, Foreigners

• Atmosphere: Foreign themed casual decorations

• Number of employees: Over 30 persons

• Number of years in business: 18 years

CUSTOMERS SERVICE ENCOUNTERS

Case Study A

Spain Youngsters Socialization Outing

CUSTOMERS SERVICE ENCOUNTERS

Case Study B

Married American Returners

CUSTOMERS SERVICE ENCOUNTERS

Case Study C

Students’ Expedition

CUSTOMERS SERVICE ENCOUNTERS

Overview

1. Shuttle of socialization

2. Authentic Foreign Food

3. Innovative market

CUSTOMER SURVEY

70%

30%

Nationality Origin

Foreign

Local 80%

20%

Regular / First-timer

Regular

First-timer

Overall Ranking of Satisfactory

Additional Comment:

1. Bathroom could use some upgrading. 2. The boss is very friendly.

Criteria Ranking (from 1 to 10)

Food 8.5

Atmosphere 8.0

Service 7.5

Hygiene 7.0

Price 8.5

The Boss 9.0

Overall Satisfactory 8.5

SERVICE RECOMMENDATIONS

• Potential up-scaling & upgrading

• Organizing FOH crew to different division (eg: Maître’d)

• Implying / integrating Taiwanese cuisine into menu

SUMMARY

A restaurant runs differently with the concept developed by its owner. Management of a restaurant determines how high the restaurant could achieve.

Despite having the opportunity of upscaling and greater earning, Chef Dereke carries on with casual dining to feast more people on the economic scale. Although having less domestic support, Chef Dereke insisted to bring the traditional foreign cuisine rather than acculturate to local preference. His concept also making Finga’s as one of the most authentic foreign cuisine restaurant ranked in Taiwan.

Standing for 18 years in business proven Finga’s Base Camp managed to keep most of its customers’ loyalty. Customers’ loyalty is build from Chef Dereke’s interacting and receiving feedbacks from customers, as well as low-cost foreign dining experience.

THANK YOU

Question & Answers