Today I am going to report on an appreciative inquiry done on a restaurant through an interview conducted with the general ma
Appreciative Inquiry presentation.
Today I am going to report on an appreciative inquiry done on a restaurant through an interview conducted with the general manager of Donna Chang restaurant.
An appreciative inquiry involves questions on areas of an institution that is working well and finding the reasons for the current state as well as determining the methods for improvement. It includes four phases; however, I am going to address two, which is the discovery and the dream.
The first phase is the discovery. The discovery interview process involves a conversation with the manager of the restaurant to find out the reasons for their previous successes. It involves questions based on their activities that have ctreated the best positive impact in the organization. It is concerned with the strengths of the company that have helped in its growth and managerial improvement. Looking at the Donna Chang restaurant, the most pressing issue was customer service to attain satisfaction. Customer service is essential in a restaurant as it determines the number of consumers who will visit them as well as how loyal they will be to the firm.
The discovery questions addressed the success factors of the restaurant that made it one of the best in Australia. The questions included:
How would you describe the dynamics of your team?
What influence did your relationship with the team have on the performance of the restaurant?
How well did your team support our objective of increasing consumers?
How did your clients react?
Now let us discuss what I found from the interview. From the manager, the service team have strong interactions, active listening, and communication skills and have developed teamwork. His relationship with employees enhanced problem -solving. Also, the central theme for its success has been management involvement in employee activities as it improved employee engagement, hence improved and quality services.
Now, the second phase of the appreciative inquiry is the dream. The dream theme focuses on envisioning the future of the restaurant through imaginations of possibilities.
I got the findings through an interview with the manager of the restaurant. The conversation included questions that envision what will happen in the future. The questions included:
What is the ideal future customer servicing methodology in the restaurant?
What are the three main accomplishments in achieving the objective of the restaurant five years from now?
Think of an ideal working day in the organization. What goals and strengths have you achieved and utilized to get there?
In an ideal future of collaborative and creative restaurant, how is the interaction between customer and service providers?
Now, what was the dream of the manager at the restaurant? According to him, an ideal future customer servicing involves consistent products and services to ensure the retaining of consumers. To attain quality customer service, the manager dreams of having excellent communications, skills, practical problem solving, and achieve financial stability. Being stable financially means higher payments and rewards for employees, hence motivating them to work harder.
He also envisions improvement in customer satisfaction, growth in restaurant traffic, and having reliable service delivery systems for its consumers.
Now, let me talk about the recommendations based on the manager’s response. First, due to the development of the management involvement theme, the restaurant should embrace a culture of open discussions between management and employees. Also, providing technical training to improve skills and integrating the technical service with the organization to achieve professional customer service.
These factors would enable the restaurant to achieve the manager’s dream in the future.
In the project, I found out that the success of an organization involves a lot of commitment from human capital. From the observation of the employee’s activities, it is amazing to see how the various departments in the company perform their responsibilities, and each activity counts to attaining the set objectives of the company. Therefore, from the accomplished tasks and employees’ hard work, it is possible to foresee the success of the company in the future.
Thank you for your attention.