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An in-depth study of the operations of Bistro Villemanzy

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  1. Introduction.
  2. A customer.
    1. First impression.
    2. Ishikawa diagram.
  3. An auditor.
    1. Strategy of the firm.
    2. Financing.
    3. Customers.
    4. Purchasing and subcontracting.
    5. Inventory management.
    6. Product and process innovation.
    7. Human resources policies.
  4. Recommendations.
    1. Low hanging fruit theory.
    2. Human resources.
    3. Financing.
    4. Quality chain.
    5. Tools to implement.
  5. Annexes.
  6. Sources.

Bistro Villemanzy is part of the ?Bistrot des Cuisiniers? group (10 Bistros located in Lyon), which itself is a part of the Leon de Lyon/ Jean-Paul Lacombe group. Bistrot des Cuisiniers is a group aiming at offering upper quality meals in a bistro way. Leon de Lyon: created in 1904, from a simple ?bouchon lyonnais? with Paul Lacombe to the unique restaurant which welcomed G7 members in 1996, Jean-Paul Lacombe is nowadays one of the most famous chefs all over the world. First of all, we decided to go to Maison Villemanzy as mystery guests to check the quality of the service operation. We followed the Ishikawa model for our criteria. We went for dinner at Restaurant Maison Villemanzy on Saturday, May 12th. We booked a table for 8pm. When we arrived, we were directly shown our table on the terrace. The maitre d' straight away gave us the menus and took the order for aperitif. A waitress served our drinks with olives five minutes later. The maitre d' came back to take our food order ten minutes later and also suggested some wine to match our choices. The starters were served about ten minutes later and after they cleared the plates, they brought our main course quite quickly (10mn), same for dessert.

[...] Variety of foods More ?specials?, ?drink of the week/of the day should be implemented. As we saw, the cocktail of the month is a success so more offers of that type should be realised. That could push sales significantly. Quality of foods A special attention should be made concerning cooking: standards of quality should be implemented since complaints have been arising about over- and under-cooking of meat and fish. Friendliness of staff Some major complaints arose concerning service. It seems to be very variable which absolutely abnormal. [...]


[...] The latter would be based on various objectives to develop: - Management: the management team is not really aware of group objectives and is not implied enough in the process. They also should be more open-minded and aware of the environment. - Recruiting: it should definitely be the result of responding to criteria matching the restaurant and not about hiring friends or whoever is the first to apply. Grids of objective criteria should be implemented. - Develop a team spirit : promotion from within offers career advancement, employees should be aware of the strategy and should be involved - Provide appropriate training: at the moment no training at all is provided. [...]


[...] Quality does vary a lot though As a customer First of all, we decided to go to Maison Villemanzy as mystery guests to check the quality of the service operation. We followed the Ishikawa model as for our criteria. Results are as followed: 1. First impression We went for dinner at Restaurant Maison Villemanzy on Saturday, May 12th. We booked a table for 8pm. When we arrived, we were directly shown our table on the terrace. The maitre d' straight away gave us the menus and took the order for aperitif. [...]

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