Assessment 3 – monitoring




Assessment 3 – monitoring

Assessment 3 – Monitoring

Define Scope

Improve customer service in the restaurant.

Identify Stakeholders

  • Waitresses
  • Managers
  • Customers
  • Competitors
  • Market
  • Qualitative issues

    Many customers are complaining to the managers about the customer service that was given by the waitress

    Monitoring Plan

    Sign Off

    John Smith (Manager)

    Monitoring Process

    Who: the manager and I are going to be monitoring the performance

    When: the measurements will be taken in 6 months then 1 year

    How: they are going to be recorded in the business database

    Where: they will be stored in the business database

    Training: training will be for the waitresses

    Meeting 1

    Meeting purpose: to discuss the development of customer service

    Attendance: Full

    Apologies: none

    Date: 1/09/14

    Time: 2:00 PM


    Executive Summary

    This report is to explain how the performance of the restaurant will be monitored. The customers service staff will be improving their customer service skills and the managers and I will be reporting the performance of the training, coaching, etc and reviewing their efforts in the development plan.


    Assessment 3 – monitoring
    Last updated: Feb 2024

    Page 1

    ing, coaching, etc and reviewing their efforts in the development plan.


    The restaurant has identify an issue regarding the customer service of the waitresses and the number of complaints that the customers are giving. Before a few months ago, there will little customer complaints. Only recently, has the number of customer complaints increased. This may be due to experience or lack of training. The organisation has set an organisational goal and objective to improve the customer service by 15% by the end of 12 months.


  • Training the staff in both customer service and communicational skills
  • Getting the waitresses to practice their customer service and try to improve it themselves
  • They will be monitored through many different ways such as:

  • KPIs
  • Customer service surveys
  • Customer feedback
  • Employee surveys
  • Number of sales
  • Customer loyalty
  • Implementation

  • The implementation of the monitoring will start straight away, as the performance must be monitored since the beginning. Any improvements in these KPIs, feedback, etc will be recorded. A formal review will be done in 6 months. And the final review will be done in 12 months.
  • Analysis

    The analysis will be to analyse how well the customer service staff have improved over the past 12 months. There will be tested in many areas such as communication, helpfulness, awareness, time of service, etc.


    In conclusion, the staff have worked hard and improved their customer service skills. They have improved and the customer service has improved by more than 15%. This is a great achievement and the business will get a lot more customers because of the positive feedback and number of loyal customers.


    They must continue to monitor and improve the customer service. In the hospitality industry, customer service is one of the most important parts of the business.


    Assessment 3 – monitoring
    Last updated: Feb 2024

    Page 2

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