CASE ASSIGNMENT

YO! SUSHI

SUBMITTED TO DR. TOM KIM

SERVICES MARKETING MK42063E (REIMS CAMPUS)
WEDNESDAY, SEPTEMBER 27 2017

DONE BY

VIVEK RAMADAS IYER

 QUESTION 1

What are the operations performance objectives in the context of Yo! Sushi?
Asses their relative importance.

The operations performance objectives of Yo! Sushi are as follows:

1. Cost - Provide Sushi food at a competitive cost

2. Dependability - Ensure customers can depend on Yo! Sushi for their Sushi food
3. Flexibility - Be flexible to satisfy changing customer wants
4. Speed - Speed in service and in bringing new innovations to Sushi food
5. Quality - Serve high quality Sushi food to customers

Although all the above objectives are important for the business, their importance level varies. In order of importance
starting with the most important, the objectives are:

Quality > Speed > Dependability > Flexibility > Cost

When it comes to food, no one would be willing to eat something bad and harm their health. Therefore, serving quality
food is of the highest importance.

Since Yo! Sushi is more like a fast food chain serving busy customers, speed is important, but not at the cost of quality.

When customers taste and like the sushi, they would come back wanting and expecting more, therefore dependability is
important.

Since the food industry is dynamic with low barriers to entry, it is important for Yo! Sushi to keep innovating in their
menu and be flexible to evolving customer demands.

Finally, the cost should be competitive which will please the customers!

QUESTION 2

Evaluate what effects the operations performance objectives have on the capacity management,
scheduling, and quality at a Yo! Sushi restaurant

1. Impact on Capacity Management

a. Speed of delivery will increase
b. Dependability by customers will increase as what they ask for will be available more frequently
c. Cost management will be better, leading to lower costs

2. Impact on Scheduling
a. Flexibility of availability of the food will increase
b. Dependability by customers will increase as what they ask for will be available more frequently
c. Cost management will be better, leading to lower costs

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3. Impact on Quality
a. Speed of deliveries will increase
b. Dependability by customers will increase as what they ask for will be available more frequently
c. Cost management will be better, leading to lower costs

QUESTION 3

If you were Robin, what performance criteria would you consider important to measure, with a
view to improving the success of a Yo! Sushi restaurant, and why?
Do you think their current mystery diner approach works well in this respect?

If I were Robin, the most important performance criteria I would measure is the quality delivered in terms of customer
experience. I would improve both food and service quality directly. This would in-turn enhance the customer experience
by the following ways:

- Reduced waiting time for customers

- Discounts, Promotions and Loyalty cards
- Add more variety to the menu
- Introduce catering service (additional revenue)
- Institute quality measures such as Kaizen and 6 Sigma in the kitchen and table service

The current mystery diner does work well, but can be improved with regard to implementing the above points.