Catereing FINAL

8/12/2019 Catereing FINAL

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PRESENTED BY:

SHRADHA CHINDARKAR

PRESENTED TO:

PROF. SOUGANDIKA

CLASS

TYBMS - B

ROLL NO:

89

SUBJECT:

SERVICE SECOR MANAGEMENT

PROJECT ON:

CATERING INDUSTRY

COLLEGE:

M.L. DAHANUKAR


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ACKNOWLEDGEMENT

This project on CATERING INDUSTRY is res!"t o# co$opertion% hr&

'or( n& )oo& 'ishes o# *n+ peop"e, I the st!&ent o# M L DA-ANULAR

Co""e)e o# Co**erce 'o!"& "i(e to thn( Prof. SOUGANDIKA #or )i.in) !s

the opport!nit+ to 'or( on the project n& ti*e"+ ssess*ent )i.en /+

her tht pro.i&e& !s inspirtion n& ."!e& )!i&nce thro!)ho!t the

project, We o'e the &e/t to her #or )i.in) n opport!nit+ to present

creti.e o!tco*e in the #or* o# project 'or(,

INTRODUCTION O0 SSM


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The tertiary sector of industry (also known as the serice sector or theserice industry! is one of the three "ain industrial cate#ories of a deelo$edecono"y% the others &ein# the secondary industry ("anufacturin#!% and $ri"aryindustry (e'traction such as "inin#% a#riculture and shin# Serices are dened inconentional econo"ic literature as )intan#i&le #oods).

The tertiary sector of industry inoles the $roision of serices to&usinesses as well as nal consu"ers. Serices "ay inole the trans$ort%distri&ution and sale of #oods fro" $roducer to a consu"er as "ay ha$$en inwholesalin# and retailin#% or "ay inole the $roision of a serice% such as in $estcontrol or entertain"ent. Goods "ay &e transfor"ed in the $rocess of $roidin# aserice% as ha$$ens in the restaurantindustry or in e*ui$"ent re$air. +oweer%the focus is on $eo$le interactin# with $eo$le and serin# the custo"er ratherthan transfor"in# $hysical #oods.

DE0INITION1,

-Serices are actiities% &enets or satisfactions which are o/ered for sale are$roided in connection with the sales of #oods which are tan#i&le or intan#i&le.

INTRODUCTION A2OUT CATERING INDUSTRY

0aterin# co"$anies $roide the food and drink that "ake a $arty. They$re$are the refresh"ents% fro" a$$eti1ers to "ulti,course "eals% for al"ost anykind of $riate or $u&lic eent you can i"a#ine% includin# weddin# rece$tions%cor$orate "eetin#s% fund,raisers% and s$ortin# eents% to na"e 2ust a few. Theseoccasions can &e lar#e or s"all% si"$le or ela&orate.
http://en.wikipedia.org/wiki/Retailerhttp://en.wikipedia.org/wiki/Entertainmenthttp://en.wikipedia.org/wiki/Restauranthttp://en.wikipedia.org/wiki/Entertainmenthttp://en.wikipedia.org/wiki/Restauranthttp://en.wikipedia.org/wiki/Retailer


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Today this industry has &oo"ed &y lea$s and &ounds &reakin# throu#h the&oundary of leisure caterin# (i.e. $arties and occasions! and has e'tended to newterritories like cor$orate caterin#% o/shore caterin# etc.

The way to the "ans heart is throu#h food. In caterin# this state"ent istaken in a ery serious "anner. 0aterin# is a serice which deals with $roidin#

food for di/erent ty$es of conditions. 3ro" an infor"al function like fa"ilyweddin# to so"ethin# hi#hly $rofessional like o/ shore caterin#. 0aterin# is a $artof hos$itality industry% when see it fro" serice $oint of iew. 0aterin# is neithertotally &ased on #oods nor is it on serices. It contains a $ro$ortionate "i'ture of&oth these as$ects.

0aterin# can &e &roadly diided under three heads4

5. Industrial caterin#

6. 7eisure caterin#

8. Defense caterin#

9any restaurants o/er caterin# serices as a sideline% &ut there are also"any inde$endent o/,$re"ise caterin# &usinesses. They ran#e fro" s"allco"$anies that cater ho"e $arties and rece$tions to lar#e esta&lish"ents thatcater :ollywood% e"&assy% and #oern"ent eents. These inde$endent&usinesses o$erate out of $re"ises of their own e*ui$$ed with o;ces% stora#es$ace for su$$lies% and kitchens. . ?ntertain"ent serices

@. :usiness "eetin# serices

. 0onference and conention serices


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TY4ES O0 CATERING

There are "any di/erent ty$es of caterers in the industrial caterin# serices eld.A detailed &ifercation in industrial caterin# serices can &e ta&led as follows

56 2!siness n& In&!stri" cterin)

Industrialo Industrial 0anteens B 0afeteriaso Guesthouseso 3ood 0ourt

o In,Ci#ht caterin#

It $roides &ulk,caterin# serices to co"$anies. 0aterin# to lar#e #rou$s iswhat industrial caterin# does. An industrial caterin# and hos$itality serice catersto co"$anies% factories% schools in,Ci#ht% hos$ital etc. They s$eciali1e incentrali1ed kitchen and in,house caterin#. Their "eals are $re$ared underhy#ienic conditions% $acked and sered with care% $resented well and tastedelicious.

Thou#h $late $resentation does not "atter "uch in so"e of theseindustries there are ti"es were a caterer has to take s$ecial care in the way he$resents the food. This is "ostly a$$lica&le in In,Ci#ht caterin# or elite hos$ital

caterin#. An industrial caterer $roides "eals for late workin# e"$loyees and"aintains the e;ciency of the or#ani1ation &y kee$in# the sta;n# the o;ceinstead of out to lunch.

+ealthcareo +os$italo Nursin# +o"es

hen a hos$ital decides to outsource its caterin# and allied serices% itseeks a co"$any% which has the de$th of e'$erience and the &readth of e'$ertiseto $ro,actiely su$$le"ent its role as a $roider of critical "edical care. A catererneeds to $roide $rofessional solutions to your hos$italEs caterin# and alliedserices needs. Personnel are s$ecially trained for the health care eniron"ent to

delier hos$ital s$ecic serices.

?ducationo Day Schoolso Fesidential Schoolso Trainin# 0entre
http://www.rkhs.co.in/business.htmhttp://www.rkhs.co.in/business.htmhttp://www.rkhs.co.in/health.htmhttp://www.rkhs.co.in/educate.htmhttp://www.rkhs.co.in/business.htmhttp://www.rkhs.co.in/health.htmhttp://www.rkhs.co.in/educate.htm


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A well dened and nutritious diet $lays an i"$ortant $art in the #rowth deelo$"ent of students. Daily% in schools% colle#es and other educationalinstitutions across the country arious caterin# or#ani1ations are takin# care ofthe hun#ry sto"achs of the hun#ry "inded youth. A caterer addresses the threeital facets of educational caterin# i1. a nutrition,enriched "eal% strict hy#ienecontrol and a $ositie and healthy control and a $ositie and healthy eatin#

eniron"ent. ith diets #eared to arious student a#e,#rou$s% tastes and$references% an e/ectie caterer has to ensure the e;cient% cost,e/ectie andco"$rehensie answer to the caterin# re*uire"ents of the educational institution.

Hendin# Serices

o +ot :eera#eso 0old :eera#eso 3ood and snacks

The success of a endin# solution hin#es on factors like the *uality of"achine% $roduct% "aintenance and deliery. A caterer needs to deelo$ aendin# serice that is not only su$erior in ter"s of $roduct *uality &ut is also&acked &y a dedicated su$$ort serice to ensure ti"ely delieries and re#ular"aintenance of the "achine. Of course all this co"es at a ery co"$etitie $ricein a $acka#e tailored to suit your s$ecic re*uire"ents.

Trael% Fetail 7eisureo Failway 0aterin#o 3ood 0ourtso Fetail Outlets

In case of the leisure caterin# the custo"er s$an is #enerally restricted orwithin the &oundaries of eents and functions whether o;cial or uno;cial. Theseinclude $arties% &an*uets% "arria#e functions% etc. A custo"er would e'$ect acaterer to sere hi" to the o$ti"u" leel of satisfaction. The serice in such aeld is so"eti"es of #reater i"$ortance than the *uality of food.

Althou#h food *uality is unco"$ro"isa&le &ut the leel of serice *ualitycan &e a decidin# actor in such cases as the one,to,one interaction &etween the

custo"er and caterer is ar#ua&ly the hi#hest. Alon# with food% other food relatedtools are also included. Plate $resentation is #ien $ri"e i"$ortance.
http://www.rkhs.co.in/vendfr.htmhttp://www.rkhs.co.in/travelfr.htmhttp://www.rkhs.co.in/vendfr.htmhttp://www.rkhs.co.in/travelfr.htm


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76O00S-ORE 8 MARINE CATERING

One of the ery often ne#lected eld of caterin# serices industry is theO/shore and 9arine caterin# serices. e take the li&erty to hi#hli#ht this $art ofthe caterin# industry a little "ore than the others here.

The s"ooth functionin# of a caterin# o$eration at o/shore or 9ariti"eenter$rises de$ends on your $eo$le &ein# well housed% well fed and well lookedafter. 0aterers are #enerally the one only $roider of *uality life su$$ort sericesand food on the hi#h seas to a "a2ority of co"$anies in the Oileld 9ariti"ese#"ent.

Throu#h constant innoation and a willin#ness to #o the e'tra "ile is whatthe caterers hae to take as a res$onsi&ility towards these o$erations. +y#ienethat adheres to international standards is a "ust in this eld since "ost or a lot of

the oil co"$anies are internationally reco#ni1ed co"$anies and hence hae notonly the e'$ectations of the e"$loyees &ut also a re$utation to lie u$.

The caterers hae to &e a&le to $roide diersity in caterin# e'$ertise%"akin# it $ossi&le to delier hi#h *uality "eals for any cuisine % &e it Italian%

a$anese% "iddle eastern countries or any other nationality as the co"$anies fro"all around the world are into oil e'$loration in India. The caterers also hae tohae e'cellent lo#istics syste"s in $lace to &e a&le to reach the o/shore sites onti"e and return safely too.

9: REMOTE SIDE AND DE0ENCE CATERING1

These include the followin#4

Power Pro2ects

Infrastructure Pro2ects

Defense

Any $ro2ect or o$eration in an e'tre"e or inaccessi&le location is a de"orali1in#

task. A serice caterer is thus $referred for re"ote site caterin# and serice

handlin#. This hel$s the custo"er to concentrate $ro$erly on his "ain actiity.

MOMENT O0 TRUT-

De;nition


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It is dened as a ti"e when the custo"er directly interacts with the serice$roider. It can &e sin#le encounter or series of encounter. It "ay inole onee"$loyee or a ariety of e"$loyees. Nor"ally% it is used in reference to interaction&etween custo"er and e"$loyee &ut it "ay also include interaction &etweencusto"er and self serice e*ui$"ent. It is called the


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These tan#i&le cues ran#e fro" the r"s $hysical facilities to the a$$earance and&ehaior of its sta/ to the latter head on its stationery to its lo#o.

?#4 caterin# &ein# a serice is an intan#i&le $roduct. Thus if su$$ose westernrailway% wants to set u$ a canteen in their $re"ises% they "i#ht consider thoseco"$anies which are already esta&lished in the "arket. The reason for this

selection is that if the caterers are known they nd it "uch easier to rely on their$erfor"ance.

INSE4ARA2ILTY

In $articular% "any serices re*uire the $artici$ation of the custo"er in the$roduction $rocess. Unlike #oods% which are often $roduce in a location farre"oed fro" the custo"er and totally under the control of the "anufacturin#r"% serice $roduction often re*uire the $resence and actie $artici$ation of the

custo"er% and of other custo"er.De$endin# u$on the skill% attitude and cor$oration% and so on that custo"er

&rin# to the serice encounter% the result can &e #ood or &ad% &ut in any eenthard to standardi1e.

In caterin# industry% the custo"er has to the #o to the serice in order toaail of the serice. +e cannot use the serices 2ust &y sittin# at his residence.

Thus caterin# industry is an inse$ara&le serice. There can &e on #oin# 2o&trainin# for e"$loyees.

Durin# the trainin# $eriod they should not &e $ut into direct #uest contact

areas. The trainin# #uidelines hae &een $ut down for e"$loyees% fro" how theyhae to a$$roach the #uest% how to talk and handle the situation.

IN3ENTORY

If the full ca$acities of the serices are not utili1ed% the serice &eco"es$erisha&le. If a caterer is hain# and cookin# and serin# facility of hundred$eo$les at a ti"e and is a&le to sere only J $eo$les on $articular function or$arty% then the re"ainin# 8 $eo$les or 8L ca$acity #ets $erished and canneer &e used. The $roduct is $erisha&le,a serice not sold that is lost foreer.

INCONSISTENCY

The fact that serice *uality is di;cult to control co"$ounds the "arketerstask. Serices are $erfor"ances% often inolin# the cor$oration and skill ofseeral indiiduals% and are there for unlikely to &e so"e eery ti"e. This $otentialaria&ility of serice *uality raises the risk faced &y the custo"er.


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SU44LEMENTRY SER3ICES

The core ser.ice1

3or a caterer the core serice is to $roide food to their custo"ers.

In#or*tionNew custo"ers and $ros$ects are infor"ation hun#ry. :efore inestin# their"oney in any enture they want throu#h infor"ation of it. So"eti"es een"inute infor"ation "ay hae a hu#e e/ect on the custo"er. Thus its i"$ortantfor eery caterer to $roide accurate and ti"ely infor"ation for his or hercusto"ers. This infor"ation such is easily accessi&le &y the custo"er. Anotheri"$ortant as$ect is that this infor"ation should &e true and #enuine.3or e'a"$le. A caterer% of any ty$e% should hae a catalo# which would hae thety$e of food $roided the ti"e $eriod it could &e $roided in% any e'traaccessories $roided &y the" and the cost of their serice. They should also

"ention in their catalo#s a&out the conse*uence of certain situation like in caseof chan#e of order at the last "o"ent or any delay fro" the caterers side thenwhat would &e the e/ect of this.

Or&er t(in)

Once the custo"er is satised with the infor"ation another i"$ortant as$ect isthe way order is taken. This "i#ht &e a crucial $art as if there is an ela&orate andlen#thy $rocedure it will de "otiate the custo"er. The way the order is takenalso "atters. if the $erson is not $olite and hel$ful. Its i"$ortant here to take theorder a$$ro$riately. Any "istakes in the details taken can cause $ro&le"s incaterin# the serice.

3or e'a"$le durin# coo$erate caterin# it is i"$ortant that the $erson takin# theorder "ust &e $resenta&le and should &e a&le to take down the details like how"any $eo$le to cater for% how "any dishes re*uired% how "any days should thecaterin# &e $roided etc.

2i""in)

:illin# is an i"$ortant $art of the whole caterin# serice. After all its the $rocessthrou#h which the caterer will #et his reenue. 9any ti"es the way the &ill is$resented like for its contends its for"at etc "i#ht e/ect the custo"er. It is alsoi"$ortant that the &ill is $roided to the custo"er at a $ro$er ti"e earl ordelayed deliery of the &ill will a/ect the caterer.3or e'a"$le in in,Ci#ht caterin# a $rice is already ne#otiated for. Thus at the 5 th

of each "onth% till the contract is alid% Ta2 SATS Air 0aterin# 7i"ited will sendtheir &ill to O"an Air. This will contain the nu"&er of days the serice was$roided% total nu"&er of $eo$le the food was "ade% any e'tra char#es for anyunti"ely chan#es% any discounts and the total $ay"ent. The end of the &ill willhae a footnote thankin# O"an Air and also there will &e the na"e and thenu"&er of the $erson O"an Air can contact for any further details.


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4+*ent

If one considers &ill as the "otie of reenue then $ay"ent is the action. The waythe $ay"ent needs to &e "ade aries fro" caterer to caterer. Its i"$ortant thatthe caterer who $roides $ro$er alternaties to the custo"er in the "ethods of

$ay"ent. These can &e acce$tin# of credit cards% che*ues or other suchinstru"ents.

3or e'a"$le. A s"all $arty caterin# r" "any acce$t the $ay"ent in cash orche*ue &ut an esta&lish caterin# house like o&erois "ay acce$t in credit orde&it card too.

Cons!"ttion

0usto"ers "ay &e the kin#% &ut een kin# need an adisor. hen a custo"era$$roaches a caterer for the serice of $roidin# food% its not always that he know

what e'actly he wants. 9any a ti"es it "i#ht &e the rst interaction of thecusto"er with the caterin# serice or he "i#ht not hae $eo$le knowled#e a&outthe likes and dislikes of the $eo$le who are the end users. In such cases it isnecessary that a caterer #uide the custo"er in a $ro$er direction with hisknowled#e in the eld. 9any ti"es a custo"er "ay hae full trust in the catererand ask hi" to $lace an order for hi" here to the caterer can $roide consultancyserice.3or e'a"$le4 in school caterin# the school authority "i#ht not hae theknowled#e a&out what kind of food the children will like. Their $ri"e "otie would&e $roidin# nourishin# food and "i#ht #ie these criteria to the caterer and askfor his hel$ in $re$arations of the "enu. ?en at ti"e how "uch food should &e"ade a#ain would &e not a$$ro$riately know to the" here a#ain the caterers

hel$ is sou#ht.

-ospit"it+ The rst i"$ression is the last i"$ression. This has to &e ke$t in "ind &ythe caterer while a$$ointin# his sta/. Its not $ossi&le that the caterer will always&e around to handle custo"ers. 9ost of the ti"e the rst encounter of thecusto"er is with the o;ce sta/ of the caterer thus it is i"$ortant to considerwho" the caterer is e"$loyin#. Another i"$ortant factor under this $eri$heralserice is to see to it that the custo"er is co"forta&le when he is with thecatererMM..3or e'a"$le4 su$$ose if I0I0I co"es to FK+S for a caterin# order of theco"$anys canteen their rst encounter with the caterer will &e the rece$tion

desk. Now if he if welco"ed &y a $resenta&le friendly rece$tionist who $roidesthe" with a co"forta&le settin# arran#e"ent. Then they are sered the" withso"e a$$eti1ers. if they hae to &e ke$t waitin# then the rece$tionist could$roide the" with a catalo#s of the co"$any or een the $role &ooklet of theco"$any. These s"all thin#s would a/ect the I0I0I #rou$ in a ery $ositie"anner.


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On &road &asis the custo"er can &e classied into < )ro!psthese are

56 4ssi.e c!sto*ers

Passie custo"ers are the ones who neer co"$lain. They do so due to the

attitude of= why should I &other= these custo"ers do not s$read &ad "outh a&out

the caterer &ut due to dissatisfaction "ay not co"e &ack to the sa"e caterer. If

the caterer is a&le to #et fro" the% his weak $oints then he would &e a&le to

i"$roe that as$ect. In the lon# run &y doin# so he would increase the leel of

custo"er retention.

76 3oicer c!sto*ers

These are the ty$e of custo"ers who would e'$ress their $ro&le" to the

caterer. The $lus $oint of such custo"ers is that they directly co"e to the caterer

and narrate the $ro&le". Due to this the caterer will &e a&le to reco#ni1e the

$ro&le" as well hel$ the custo"er. Secondly this ty$e of custo"er does not

s$read a &ad "outh a&out the serice thus he saes the caterer fro" $otential

har".

3or e.#. In ciic caterin# at the e"&assy if the caterer is not $roidin# a$$ro$riate

cutlery then in such a scenario a oice custo"er will co"e and "ake a su##estion

to i"$roe the cutlery.

96 Irte c!sto*er

These are the ty$e of custo"ers who "i#ht feel dissatised &ut they will not

e'$ress their dissatisfaction to the caterer instead they will s$read &ad "outh

a&out the serice. Such custo"ers are har"ful and do not #ie the caterer a

chance to i"$roe.

3or e#. In hos$ital caterin# if the caterer fails to o/er a a$$ro$riate desert% then

such a custo"er will s$read the &ad "outh of the serice.


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the "edia for the $u&lic to read. Such a ne#atie act will tarnish the #oodwill of

the caterer in the "arket.

3or e.#. If durin# in Ci#ht caterin#% a e#etarian custo"er nds non,e#etarian

food in his $acka#e. he will create a &i# ruckus of it. +e will #o ahead and $rint the

whole issue in the news$a$er. This will denitely a/ect the caterer.

CUSTOMER E=4ECTATION

?ach liin# &ein# on the face of the earth has e'$ectations. This e'$ectation

for" due to ones $erce$tion. hen these e'$ectations are not fullled then it

causes dissatisfaction. This is a thou#ht a caterer can neer for#et.

hen a custo"er co"es to the caterer for a $articular order% he already has

a $erce$tion a&out what the caterer can o/er. These $erce$tions are for"ed due

to "any reason so"e of these "i#ht &e the custo"ers $rior e'$erience with the

caterer% what they hae heard a&out the caterer or the "arket share of the caterer

Oer a ti"e% a custo"er deelo$s certain standards with the catererin# serices

these &eco"e nor"s for hi". if these are not followed then the e'$ectation leel

is thorou#hly altered.

COM4ONENTS O0 CUSTOMER E=4ECTATIONS

The custo"ers e'$ectations hae "any ele"ents such as $erceied

serice% ade*uate serice% desired serice% 1one of tolerance.

Desire& n& &e>!te ser.ice "e.e"1

Desired serice leel is the one% which a custo"er e'$ects to receie. Its custo"er

&eliees can &e and should &e fullled &y the caterer.

Ade*uate serice. This is the leel till which a custo"er will &e ready to

co"$ro"ise. A custo"er is rational and knows that all what he desires cannot &e

fullled so ade*uate serices leel where he will &e ready to "ake concessions.

4re&icte& ser.ice "e.e"1

The leel of serice the custo"er antici$ates to receie is known as $redicted

serice leel and will e/ect how they dene ade*uate serice at any #ien $oint.


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?one o# to"ernce4

Serices are $eo$le oriented and are $rone to inconsistency. Thus a serice on a

$articular day will &e di/erent than what it would hae &een a day &efore.

The e'tend to which a custo"er is willin# to e'ce$t this ariation is known as the

1one of tolerance.

0IS- 2ONE ANALYSIS

C!sto*er1 The custo"er is the $oint of $ri"e focus in a serice industry es$eciallylike the caterin# industry. The line -the custo"er is neer wron# is like a line for"the holy &i&le of serice industry. +oweer there are ti"es when followin# this rulecan &e ery di;cult or ne't to i"$ossi&le.0ause , A custo"er $uts an unreasona&le de"and to add ite"s to the "enu onthe day or ery shortly &efore the day of serice deliery.


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?/ect , the caterer loses a future $ros$ectie custo"er due to his ina&ility to$roide at the last "o"ent. The custo"er is dissatised. oerall dissatisfaction.

0ci"ities n& E>!ip*ent1

The caterin# industry "akes use of arious e*ui$"ents &oth &i# and s"all.

So"e of the" are lar#e electric &urners $o$ularly called -hot $lates% lar#e ands"all refri#erators and free1ers% etc. "any a ti"es these are of the ut"osti"$ortance for caterin# food stu/s.0ause , if the e*ui$"ents are not ade*uate enou#h or if not u$ to date the *ualityof the food can &e under dan#er. 3or instance if a deliery of ice crea"s (deserts!is to &e "ade to a certain $lace durin# the su""er. The desert an has to &e ofhi#h *uality and well "aintianed.?/ect , If not then the desert could "elt and cause total da"a#e of the food een&efore deliery. The custo"er will lose total trust in the caterer een if the caterer$ro"ises to re su$$ly the ite" later. The caterer will lose relia&ility in the "arket.

0ront St)e 4ersonne"1

The caterin# serice industry is a ery serice industry hi#h on inter$ersonalleels as co"$ared to others. There are arious leels at which there is one,to,oneinteraction &etween the caterer and the custo"er.0ause the chefs are the "ainstay of "ost caterin# or#ani1ations eerywhere.

The chefs skills can earn the co"$any laurels and also "ore custo"ers. :ut if thechefs are not u$ to the "ark then there can &e ery har"ful e/ects to the caterer.?/ect the food *uality will not "eet custo"er e'$ectations and thedissatisfaction will not only &e li"ited to the custo"ers &ut will #et conerted to a&ad word of "outh and lead to oerall decrease of re$utation of the caterer in the"arket.

4roce&!re1The reci$es of certain caterers are so fa"ous that they are known to hae

#ained &usiness &ecause of their uni*ue tastes. +oweer inconsistency in thetastes of certain food ite"s hae also lead to $ro&le"s for caterers eerywhere.0auses the techni*ues and leel of skills used &y di/erent chefs are di/erent. Anite" "ade &y a chef on a $articular day "ay not taste the sa"e as "ade &yanother on another day. this ha$$ens as they &oth are se$arate indiiduals withdi/erent &ack#rounds.?/ects the food ite"s tastes di/erent and the custo"ers are confused as towhat has ha$$ened. The caterer loses credi&ility and relia&ility as far as the*uality and consistency of the serice is concerned.

Mteri" S!pp"ies1

The food ite"s are the core of the serice of the caterers. These are "adewith arious in$uts which we can call raw "aterials in the $roduction "ana#e"entsense. If the raw "aterials are not on ti"e or u$ to "ark then it can lead toarious $ro&le"s.


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0auses the source of raw "aterials is far fro" the kitchen site or the raw"aterials are unusa&le on arrial.?/ect the chefs "ay &e hasty in cookin# u$ the "eals if the raw "aterials arelate on arrial. The food *uality "ay &e unsatisfactory if the raw "aterials are notof #ood *uality.

2c(st)e 4ersonne"1

The caterin# serice is a ery $eo$les oriented industry. Peo$le are directlyand wholly inoled in $roducin# and $roidin# the serice and $eo$le are thedirect consu"ers of the serice too. +ence the $ersonnel whether front or&acksta#e hae to &e of the &est *uality $ossi&le.0auses the $eo$le res$onsi&le for deliery of $roduce i.e. the food ite"s onorder are un$rofessional. The deliery ehicle is loaded with food ite"s in anha$ha1ard way causin# s$illa#e and da"a#e.?/ect the #oods are not in the sa"e conditioned as e'$ected &y the custo"ersand the chef. The decoratie a$$eal is lost. The caterer faces a set &ack due to thecarelessness of the &acksta#e $ersonnel.

In#or*tion1

The caterer and the custo"er usually hae at least one or "ore $ersonalinteraction durin# the course of their &usiness. +oweer there can &e #a$s and"isunderstandin#s at any #ien ti"e. They are hu"ans after all.0auses the caterer "ay underesti"ate the e'$ectations of the custo"er and"is#uide the chef a&out the i"$ortance of the o$eration. The chef hence will not&e too $articular a&out the $resentation and decoration of the ta&les and foodite"s.?/ect the custo"ers is a$$ealed at the $resentation of the serice and the foodite"s on the ta&le. The custo"er e'$resses his dissatisfaction to the caterer orthe "ana#er who in turn "ay re &ack at the chefs and waiters for their la$se inserice deliery.

Other c!ses1

There are arious other ways in which the serice can &e hindered. These "ay &edetri"ental to the *uality of the serice in s$ite of there &ein# no fault of thecaterer so"eti"es.0auses the whether conditions can so"eti"es $lay a s$oilt s$ort for so"eun$re$ared caterers. The kitchens in o$en air can so"eti"es &e co"$letely "adeunusa&le &y a sudden rain shower.

?/ect a total destruction of food ite"s and e*ui$"ents in ter"s of usa&ility. Thiscan &e totally detri"ental and co"$letely sto$ the serice renderin# a&ility of thecaterers.

GUIDELINES 0OR E00ECTI3E 4RO2LEM RESOLUTION


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Act fast

Ad"it "istakes &ut do not &e defensie.

Show that you understand the $ro&le" fro" each custo"ers $oint of iew.

Do not ar#ue with the custo"er

Acknowled#e the custo"ers feelin#s

0larify the ste$s needed to sole the $ro&le" kee$ custo"ers infor"ed of

the $ro#ress

0onsider co"$ensations

If the customer is able to successfully able to resolve the problem the chances of

converting the customer into a loyal one increase.

Documents

Catereing FINAL