Organizational Change and Development

Organizational Change and Development

Organizational Change and Development

Introduction

In this essay I will aim to explain; what mystery dinning measures, how is it measured and why is it measured. I will begin by defining the actual term ' mystery dinning' to demonstrate a better understanding of the question. 'Mystery dining' is a common practice in the service industry.

Mystery dinners/ shoppers assist companies in measuring quality of service and gathering specific information about products and services. Mystery dinners posing as normal customers go in to restaurants to assess the quality and efficiency of the service. Restaurants employ mystery dinners to assess how well or if at all the dining experience matches to the standards set by the restaurant themselves. Mystery dinners assist organizations in enhancing and improving the quality of their services.

In simpler words, mystery dinners are people who go in to restaurants posed as normal customers who have a set criterion which needs to be met. They go in as normal customers, order their food eat and go. The neither manager nor the workers are aware of who the mystery dinner is hence the reason why it is a mystery. Of course there is a lot more to it. Each mystery dinner has relevant information about the restaurants and has specific criteria which needs to be met in regards, to customer service, food presentation, time, logistics, first impressions, team interaction, selling skills, telephone skills (i.e. when booking a table over the phone) etc. After the dining experience the mystery dinner is required to fill out a report which is aimed to show whether or not the experience meets up to the standards set by the restaurants. It also illustrates the problems which may have occurred. This gives the restaurant the opportunity to improve their services to cater for their consumers. Without customers there's no business. This is why it is essential for organizations to understand what consumers want and need.

A good example of how mystery dinning works and what it aims to do is demonstrated in the Wagamama case study. Most restaurants have their own goals and challenges that they set themselves. The achievement of goals contributes to the overall success of the company. Wagamama currently operates 65 sites in the UK and more than 35 restaurants internationally. Their main challenges are;

Achieving a consistent brand experience across a diverse range of settings, locations and cultural expectations

Executing outstanding customer service in terms of food quality, speed of service and staff interaction

Creating a vibrant eating environment that customers wish to return to time and time again

Upholding staff morale while improving customer experience

Evolving service delivery to meet the needs of a changing client-base

Before a mystery dinner goes to inspect a Wagamama branch he or she will be aware of the company's goals. This will allow them to assess the waiters critically whilst knowing what to look for. For example one of these challenges is creating a vibrant environment that customers wish to return to time and ...