QUESTIONNAIRE for BON CHON TQM ASSIGNMENT

DEFINITION OF QUALITY
Quality = fitness for use (Juran, 1979)
The totality of features and characteristics of a product or service, that bear
on its ability to satisfy a given or implied need. (ISO 9000)
1. What need/s do/es BON CHON satisfy?
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2. What features and characteristics of BON CHONS products/services satisfy
these needs?
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DIMENSIONS OF QUALITY
Product Quality
1. Functionality set of attributes that bear on the existence of a set of
functions and their specified properties. The functions are those that satisfy
stated or implied needs.
QUESTION
Seating Capacity
Number of Tables
Number of Covers during time
of visit
Number of Cashier/Counters
available
Is/are there extra staff taking
advance orders of customers
waiting in line?
OTHER NOTES AND OBSERVATIONS:

ANSWER

2. Reliability measured by mean time between failures; is an indicator of

durability of products
a. Is the portioning/size of the product/s offered and ordered enough to
satisfy the need of the customer (e.g. satisfied your hunger)?
b. Is there value for money spent?
3. Usability
a. Are the products offered in the menu customer-friendly (e.g. caters to
different kinds of clientele either children or adults, etc)?
Notes: dessert menu, bucket meals, spicy and non-spicy selections
4. Maintainability ease with which the product can be maintained in the
original condition; set of attributes that bear on the effort needed to make
specified modifications.
5. Efficiency ratio of output to input
a. Product comparison to other QSR offering the same product category
b. What is the average check for Bon Chon (estimate)?
6. Portability set of attributes that bear on the ability of product to be
transferred from one environment to another
a. Deliveries ?
b. Take-out? Quality of take-out packages? What material/s is/are used?
c. Take-out menu?
Service Quality
1. Quality of Customer Service
a. How well did the service staff receive you during your visit? Were
there extraordinary/noteworthy act/s exhibited?
2. Quality of Service Design
List down sequence of service:
a.
b.

c.
d.
e.
f.
g.
Are there areas for improvement to make their service design more effective
and efficient?

3. Quality of Delivery
a. Timeliness
QUESTION
ANSWER
Waiting time of customers in line (observe at least 4 customers,
preferably the ones in front of you while waiting for your turn)
Customer #1
_______ mins & _______ seconds
Customer # 2
_______ mins & _______ seconds
Customer # 3
_______ mins & _______ seconds
Customer # 4 (self)
_______ mins & _______ seconds
Waiting time of customers before order is served to the table (observe
at least 3 tables)
Table # 1
_______ mins & _______ seconds
Table # 2
_______ mins & _______ seconds
Table # 3 (self)
_______ mins & _______ seconds
OTHER NOTES AND OBSERVATIONS:

b. Aesthetics
a. Product presentation Does it follow the notion of what you see
is what you get?
b. Does the product meet your expectations?
c. Regulatory Requirements
Observe the documents posted within the restaurant area.

a. Do you think they follow sanitation standards?

b. Do they follow govt regulations (provide receipts, post their
business permit and other pertinent documents)?
d. Requirements of Society
Does the menu selection provide for the different demands by
different clientele categories?
Notes: Healthy selections, new menu offers
e. Conformance to Standards

OTHER NOTES:

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