Coyote Loco Case Analysis

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1. The service Blueprint of The Coyote Loco The Service Blueprint identifies the following issues with Coyote Loco’s operation: Service Issues: The biggest issue at Coyote Loco was the length and variability of dining time. On average the total dining time was one hour and nine minutes with a standard deviation of about 23 minutes. Reducing the mean dining time would be difficult without first reducing the standard deviation of the meal time. But, If you could reduce the variation, you should also be able to reduce the average meal time. Personnel Issues: It does not appear that Coyote Loco has appropriately trained their employees. This lack of training is contributing to inconsistent service times. In addition, standard operating procedures are not well developed. The host should be responsible for the flow of guests in and out of the dining room. However, at Coyote Loco, the host was also responsible for take-out orders, seating, service and answering the phone. Therefore, during peak hours of operation, the host was not able to attend to the primary responsibilities of greeting guests and managing dining-room flow. Standard Operating Procedure Issues: Greet time - Once guests are seated, a server approaches the table and offers to take a drink order. The time for this varied widely. The inconsistency occurred because of lack of communication between the host and server, servers' lack of attentiveness, and servers' being occupied with other activities. Bussing tables - Coyote Loco employs servers, food runners, and bussers. Even when customers were waiting for a table, however, tables often sat for several minutes before being cleared. One of the major causes was the inconsistency of server pre-bussing. When servers didn't remove items from the table, bussers had more work and were delayed in resetting the table and seating the next party.

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