Critical Incident Analysis Naked Duck Cafe

Question: Discuss about theCritical Incident Analysisfor Naked Duck Cafe. Answer: Introduction Naked Duck Cafe is among the finest bistros in the heart of Sydney. It is renowned to serve exotic cuisine having combined Australian, French, American and Asian taste. It started being open to public in 2013. It is one of the most popularly chosen eatery as it provides fresh and perfectly cooked food items like salads and meat of all variety and rotisserie. It also serves Paninis and other bakery items. It is open on weekdays providing breakfast and lunch along with wine and beer (Altinay, Paraskevas Jang, 2015). It also caters to the coffee requirements with it special roasted coffee named Naked Blend by Tobys Estate. It provides catering services for corporate occasions, functions and gatherings along with serving its customers with an amicable ambience through its outdoor tables for onsite customers. The privilege of handling the management of the Naked Duck Cafe during industry training was bestowed on me. As a manager human resource management, leadership, quality service along with self-management were to be administered in the organisation. Account of the Incident During my management there was an incident regarding the quality of food. A customer who was at a table in the outside lounge of the bistro was served a chicken dish which had a small plastic chunk stuck inside (Buhalis Crotts, 2013). The customer had consumed half of the chicken piece and then reported it to the waiter who was serving at his table. The customer was agitated at this incident and asked for the management to step into the situation. The management team had to attend to the matter immediately so as to enquire about the matter from the client and the waiter. After enquiry it was concluded that the chefs and the waiter had no fault of their own as there was a probability that the tiny plastic chunk was stuck during the processing and chopping of the poultry by the butcher and meat processing company that provides meat and poultry to the bistro. The client had to be requested to calm down and was offered the same chicken dish which was again freshly prepared for free alon g with a complementary cheese cake. The butcher company that deals with the bistro is one of the best in its category (Gibson, 2016). The butcher company was contacted and reported about the issue. It was further notified to the company to conduct a more efficient quality check. The focus was entirely on the enquiry of the incident. Initial Responses to the Incident As the manager of the bistro, the prime responsibility at that moment was to maintain the aura of the cafe. The client had to be requested to calm down and be served with the best possible dish with special treatment. The waiters and the cooks were also distracted by the incident for a while. Nevertheless, the work had to resume rather fastened so as to cope up with the delay in delivering the services with extra responsibility of going through the raw materials repeatedly before cooking (Leung et al., 2013). The waiters and the cooks along with other staff members of the bistro had to be directed not to get distracted by the incident and were further notified to take extra care while delivering the services. Issues and Dilemmas Highlighted by this Incident The dilemma which was identified as a consequence of this incident in the bistro was that between the quality check department of the bistro and the butcher company. Both claim to have superior quality checking of the raw as well as processed products. Irrespective of the claims both of the organisations had to renew the quality checking procedures (Mok, Sparks Kadampully, 2013). During this incident one ethical issue was detected. Excessive leaves and inability to focus on the job by the employees concerned in the quality check department of the bistro contributed to the negligence in detecting the plastic chunk in the chicken piece. The implication of this incident was that both the organisations had to aggravate the quality guidelines and make staunch efforts towards preservation of the food quality at the best possible level. Learning The management in the Naked Duck Cafe had remarkable effect on the relationship between the employees as well as the customers. People were always excited to be there and enjoy their favourite cuisine and enjoy the ambience. The organisational policies and procedures contributed to better management of the bistro along with boosting the sales both during season and offseason (Medlik, 2012). The theories of Strategic Quality Management, Quality Standards, Strategic Management Models, and 5Ps Model assisted in comprehend certain aspects of this incident. In understanding this incident secondary research proved to be of great assistance. From the legislative aspect the customer could demand for a legal enquiry into this matter. The incident assisted in execution of the organisational policies as the customer complaint was taken seriously and was dealt immediately. Quality and processing of the products has to be regularly investigated with extra efforts so that no incidents regarding the quality of service should crop up in future (Nickson, 2013). This can be achieved by employing more number of employees in the quality check and assurance department along with installation of improved machineries to assist the process. Outcomes As a result of this incident the employees became vigilant while serving the dishes and treated all the customers with more care. The chefs and cooks became observant while preparing the food and the management became heedful to the customers on a much regular basis (Medlik, 2012). This kind of incident can definitely be avoided if the entire workforce becomes vigilant towards providing better cared services. As manager there was a lack of attentiveness in certain departments of the organisation due to which such negligence could occur. However, a good manager has to keep regular information and updates regarding all departments of the organisation which needs practice and practical experience (Mok, Sparks Kadampully, 2013). Conclusion As the manager of the Naked Duck Cafe handling the customer service and the human resource were primary focus of the management. As a manager handling employee performance and providing satisfactory service to the customers was well executed. It is required to provide more workforce and better quality checking techniques for better performance. References Altinay, L., Paraskevas, A., Jang, S. S. (2015).Planning research in hospitality and tourism. Routledge. Buhalis, D., Crotts, J. (2013).Global alliances in tourism and hospitality management. Routledge. Gibson, S. (2016).Mobilizing hospitality: the ethics of social relations in a mobile world. Routledge. Leung, D., Law, R., Van Hoof, H., Buhalis, D. (2013). Social media in tourism and hospitality: A literature review.Journal of Travel Tourism Marketing,30(1-2), 3-22. Mok, C., Sparks, B., Kadampully, J. (2013).Service quality management in hospitality, tourism, and leisure. Routledge. Medlik, S. (2012).Dictionary of travel, tourism and hospitality. Routledge. Nickson, D. (2013).Human resource management for hospitality, tourism and events. Routledge.