Competitive Priorities
Competitive Priorities
Here, is where CCF focuses on implementing their vision.
Descending Order:
1. Quality
The Cheesecake Factory focuses is a Total Quality Management company. To them, presentation is key. From the quality of food, to the atmosphere of the restaurant, The Cheesecake Factory relies on its presentation because guest satisfaction is their top priority.
Severs MUST BE in full uniform which includes, a clean and non-wrinkled white button down shirt, black slack pants, black non-slip shoes, a tie, apron, server pad, pens, and a wine key.
Cooks and bakers, also wear non-slip shoes, polo shirts, aprons, and hair nets, CCF hats and gloves. In addition, kitchen staff and managers wear their chef coats.
Cheesecake takes pride in the presentation of food, depending on the food ordered by the the guest, the item is presented and plated in a way which intrigues the guest. For example, their menu item "Buffalo Blasts" are pulled chicken pieces tossed in buffalo sauce and cheese, wrapped in a battered-triangular wonton and fried altogether. The plating for this dish is presented in a way that stacks each buffalo blast on to one another, with a side bullet of buffalo sauce, and bleu cheese dressing, and a garnish of celery sticks.
Atmospheric impressions of the restaurant include dim lighting during dinner hours, music played over the loud speakers from a designated satellite station, televisions placed in the bar with access to limited channels, TVs by the bakery displaying various menu items, and a display case for cheesecakes.
2. Time
Timing is also essential to the restaurant business. Though, they are not a fast food restaurant, as cooking time for food starts to reach 30 minutes or longer, time can be a cause for great concern. During lunch, those who come from work on their break do not have much time to dine-in and would like to receive, eat, and pay for their food at a much quicker pace. Average cook time for entrees approximate 20 to 25 minutes. For items such as steaks and burgers may be the latter.
3. Reducing Costs
Over the last few years, Cheesecake Factory has seen a rise in product prices. This includes prices for drinks, as well as happy hour menus, which is the cheapest of our prices Monday to Friday from 4-6pm. Prices come from their corporate company in Calabasas, California. There, big decisions are made. Being that the Cheesecake Factory considers itself of higher quality than other restaurants, they are not focused on reducing costs any time soon.
Prevention Costs:
Front Office - Servers asking necessary questions for order satisfaction, relating back orders, reviewing orders before sending in, making sure any modifications are understood by line cooks. Back Office - Pre-ordering inventory, orders up to 5 times a week for certain items, access to other restaurants in case of emergency stock outages.Training employees in performing the job at expected standards. Regularly maintenance of ovens, stoves, refrigerator, dishwasher, etc.
Appraisal Costs:
Daily internal inspection by managers making sure items are fresh and meets the standard quality to be sold. Labels are used to indicate the shelf life of certain items ( sauces, cheesecakes).
Internal Failure Costs:
Inadequate training of servers and staff, equipment and machinery not working to fullest potential, Equipment breaking, not enough stock or equipment, running out of inventory on line, etc.
External Failure Costs:
Occurs when an item is not made correctly, guest does not like their food, or accidental occurrences (foreign object) affect the satisfaction of the customer.
A Manager can forget to place an order for items, resulting in lower sales, and worst case, loss of customers.
Ex: Cold Food, Wrong Item, Long ticket time
Deliveries can be delayed or not show for any reason.
Outbreaks
Ex: E Coli, Contaminated vegetables, meats, fish
Ethical Failure Costs:
Societal costs associated with passing defective services or products to customers that can jeopardize them. Selling an item you know is not of Cheesecake quality or should not be given to a guest.
Front Office - Servers asking necessary questions for order satisfaction, relating back orders, reviewing orders before sending in, making sure any modifications are understood by line cooks. Back Office - Pre-ordering inventory, orders up to 5 times a week for certain items, access to other restaurants in case of emergency stock outages.Training employees in performing the job at expected standards. Regularly maintenance of ovens, stoves, refrigerator, dishwasher, etc.
Appraisal Costs:
Daily internal inspection by managers making sure items are fresh and meets the standard quality to be sold. Labels are used to indicate the shelf life of certain items ( sauces, cheesecakes).
Internal Failure Costs:
Inadequate training of servers and staff, equipment and machinery not working to fullest potential, Equipment breaking, not enough stock or equipment, running out of inventory on line, etc.
External Failure Costs:
Occurs when an item is not made correctly, guest does not like their food, or accidental occurrences (foreign object) affect the satisfaction of the customer.
A Manager can forget to place an order for items, resulting in lower sales, and worst case, loss of customers.
Ex: Cold Food, Wrong Item, Long ticket time
Deliveries can be delayed or not show for any reason.
Outbreaks
Ex: E Coli, Contaminated vegetables, meats, fish
Ethical Failure Costs:
Societal costs associated with passing defective services or products to customers that can jeopardize them. Selling an item you know is not of Cheesecake quality or should not be given to a guest.
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