Final answer:
The situation at the restaurant involves business process analysis and problem-solving, where the managers review and improve the service processes to reduce long waiting times after receiving customer feedback.
Step-by-step explanation:
A restaurant experiencing long service times on a busy Friday night and the subsequent review of all processes involved by the general manager and the night manager to address the waiting times is an example of business process analysis. In the situation described by the student, the lunch-hour manager at Gavi's Fast Food Restaurant encountered a similar issue, where customers complained about a confusing payment line system. As a resolution, the manager took corrective action by purchasing floor markings to guide customers, which not only resolved the confusion but also improved the efficiency of the service and reduced the stress on customer service clerks. This action ultimately led to better customer satisfaction and increased daily throughput for the restaurant. This type of problem-solving illustrates the importance of taking feedback, analyzing processes, implementing changes, and monitoring results for continuous improvement in a business setting.