Daily Times

Nowadays there are numerous restaurants everywhere; they serve various dishes and different type of food in their own unique way. Restaurants are in the business of serving food to the people, i.e. they are providing a product (food) and a service (waiting on the customer). The good quality of the food and service by any restaurant is defined as meeting the expectations of the consumer as if promised by the restaurant. The food should be properly prepared and the service should be on time and well-mannered. Restaurants need to improve their quality for food and service. As we see in news and listen from others about the things found in food like, last days a cockroach was found in a sandwich in a well known restaurant. Then a lizard was fried with the burger patty etc. And we also see the cleanliness of these restaurants is not satisfying. Many of these restaurants were fined by Food Authorities and some were even banned for future services, for not having proper cleanliness and regulatory measures but still they haven’t applied Total Quality Management in restaurants. Taste of the food is not the quality of the food but the recipe can make it a hit or a miss. Other than that there service is very bad, sometimes waiters take so long to bring you food and at other times they charge you extra money without any reason. Their behavior is friendly most of the time but it is very difficult to catch them at the rush hour and order food because they don’t even listen properly. Customers when buying food in restaurants, they are also paying for a certain level of service. Many restaurants are unable to maintain their taste for a specific dish. Consistency in the taste is what you expect and is defined as quality food. Moreover, a quality food is what is promised by the restaurant. They show something else in picture and serve something else. Our regulatory authorities should address these restaurants for application of TQM otherwise these restaurants should be sealed forever.

Published in Daily Times, January 20^th 2019.