Question

You are a group of managers in charge of food services for a large state university in Perak. Recently, a survey of students, faculty and staff was conducted to evaluate customer satisfaction with the food services provided by the university’s eight cafeterias. The result were disappointing, to put it mildly. Complaints ranged from dissatisfaction with the type and range of meals provided, operating hours and food temperature to frustration about unresponsiveness to current concerns about healthful diets and the need of international students. You have decided to form a team that will further evaluate reactions to the food services and will develop a proposal for changes to be made to increase customer satisfaction.

a. Explain the type of team that must be established to develop a proposal for changes. [2 marks]
b. Elaborate four (4) factors that must be considered in order to make your team effective.
[8 marks]

Answer 1

To develop a proposal for changes in food services, a problem-solving team needs to be established. The team should have clear objectives, effective communication, expertise and skills, and promote collaboration and decision-making.

Step-by-step explanation:

In order to develop a proposal for changes to increase customer satisfaction with the food services, a problem-solving team needs to be established. This team should consist of individuals with diverse backgrounds, including representatives from the food services department, students, faculty, staff, and possibly external experts.

Four factors that must be considered to make the team effective are:

1. Clear objectives: The team should have a clear understanding of their goals, such as identifying specific issues with the current food services and developing feasible solutions.
2. Effective communication: Members of the team should be able to communicate openly and honestly, sharing their perspectives and ideas. This can be achieved through regular meetings, brainstorming sessions, and the use of collaborative tools.
3. Expertise and skills: The team should have a mix of individuals with relevant expertise and skills, such as knowledge of food services, customer satisfaction, nutrition, and international student needs. This diversity will ensure a comprehensive evaluation and well-rounded proposal.
4. Collaboration and decision-making: The team should work together collaboratively, valuing each member's input. Consensus should be reached through a democratic decision-making process, allowing all perspectives to be considered.

Answer 2

A cross-functional task force needs to be established to propose changes in university food services, focusing on clear goals, the right mix of skills, effective communication, and strong leadership.

Step-by-step explanation:

Types of Teams and Factors for Effectiveness

To address the issue of food service satisfaction at a university, a cross-functional task force should be established. This team would consist of managers from different areas within the food service operation as well as representation from the student body, faculty, and possibly even external experts in cafeteria services and nutrition.

Four critical factors to consider for this team's effectiveness include:

1. Clear Goals: The team needs a clear understanding of what needs to be achieved - increasing customer satisfaction with the food services.
2. Right Mix of Skills: Members should have a diverse set of skills, including food service management, nutrition, customer service, and problem-solving abilities.
3. Effective Communication: Open and transparent communication is crucial for team coordination and problem resolution.
4. Leadership and Structure: Strong leadership to guide the team and a defined structure for decision-making processes are essential for efficiency.