Final answer:
The problem with the service goal is that a) it lacks specificity and measurability, which are crucial for setting clear standards and managing performance effectively in customer service.
Step-by-step explanation:
The problem with the service goal “Do not keep customers waiting too long to be served” is that it lacks specificity and measurability. A more effective service goal would provide a specific time frame which defines “too long” and a means to measure whether this goal is being met. For example, a better goal might be “Customers should be greeted within 2 minutes of entering the restaurant and begin service within 10 minutes of being seated.” This offers a clear standard for employees to follow and for the establishment to measure and manage wait times effectively.
To answer the parts of the question provided for context:
- a. On average, how many minutes elapse between two successive arrivals? This would be a specific measurement necessary to manage customer flow.
- b. When the store first opens, how long on average does it take for three customers to arrive? This metric can help schedule staff appropriately for peak times.
- d. After a customer arrives, find the probability that it takes more than five minutes for the next customer to arrive. This probability is useful for understanding customer arrival patterns.
- c. After a customer arrives, find the probability that it takes less than one minute for the next customer to arrive. Knowing this probability assists in managing quick-turnaround times for customer service.
By setting more precise and measurable goals, restaurants can improve their service and enhance the customer experience.