Question

Pizza - to - Go Bob Callahan led a very hectic business life consisting of hard work, long hours, and eating on the run. Bob also liked pizza. It is, therefore, no surprise that he did a lot of business with his neighbourhood Pizza - to - Go outlet. About once a week, just before leaving work, Bob would call Pizza - to - Go, order a medium-thin - crust pizza with olives, sausage, and double anchovies, and pick it up on his way home. The staff once forgot the sausage and once put pepperoni instead of olives, but Bob forgave them and never mentioned these small slip-ups. He could do with a little less sausage in his diet, and he liked pepperoni almost as well as olives anyway. Besides, they never got the anchovies wrong. Last week, Bob got home from work and kicked back, ready to enjoy a beer and some pizza fixed " his way. " The pizza he took out of the box was fixed somebody else ' sway; it was covered with olives, sausage, and what looked like a double order of onions, Bob could ' t imagine what kind of person would beat a combination like that. He called Pizza - to - Go immediately. The phone was answered by Vito who is the restaurant cashier, had been serving Bob regularly for about two years. “ Very sorry about that, Mr Callahan. If you could just scrape those onions off this one time, olives and sausage are your favourite toppings anyways.

Assume you were the restaurant cashier, determine how you would recover the service failure with a systematic process.

Answer 1

As Bob is a long term regular customer, so Pizza-to-Go should replace the pizza given to Bob free of cost. As the pizza topping was completely different from the one asked by Bob, so it should be replaced and the pizza delivered should be as per the choice of Bob.

In order to recover the service failure with a systematic process, there should be a blueprint designed exclusively for Bob's delivery, so that there should not be any flaw in the delivery. As Bob is a regular long-term customer, so preparing the blueprint specifically for him is quite justifiable.

Step 1 : Receiving the order by Pizza-to-Go from Bob.

Step 2 : Keep the pizza toppings ready as per Bob's specifications.( medium-thin - crust pizza with olives, sausage, and double anchovies )

Step 3. Prepare the pizza

Step 4 : Cross check the toppings

Step 5 : Keep the order ready and hand it over to Bob

Thus such blueprint would avoid any kind of flaw in service delivery.