All In A Days Work: Quality Assurance

No matter how much we would like to be called a networking point or events business, Myst is still essentially an FnB operations that serves food, drinks, desserts and the like. As such our KPI's fall solely under one criterion:

Customer Satisfaction.

I'm not sure how people think. But then again, this guy is starting to look freaky.

One of our friends did advise us on referring to customers as guests - and it is something I really find interesting and applicable - simply because, by addressing our customers as guests, we automatically push up their statures at least by a little. Being in service line, it is only logical that we should treat our customers with utmost respect, thus they are guests. Little things in our patterns of thinking - but I realised that after spending some time addressing them as guests - I actually began to develop a little more respect for the people who dine in with us. And that is certainly a good thing for just about any field in actuality- because I believe the most important element of a business deal or partnership is satisfaction for both parties.

Well, we have other KPI's under the main criterion of course. Amongst them includes, quality of service, quality of food and beverages, quality of the environment and the like. Quality assurance in FnB is of course, ensuring quality of the dishes we serve, and drinks we make. Other aspects such as quality of service is more subjective - though there are base principles to refer to as well.

In ensuring that the quality of the kitchen is maintained, I myself (as the supervisor of the kitchen - I also develop the recipes for the menu) have to constantly conduct quality checks on the dishes coming out from the kitchen. In simple English, its called picking food (not with my fingers of course! Ahm) or in Hokkien (as it is always funnier this way) - 'nie chai'. Kids, don't try this at home - Or you might just lose your dinner :p

Leftovers: The bane of FnB

Then comes the bane of FnB, a taboo not to be uttered under the worst circumstances: Leftovers! And substantial amounts of it! I understand that everybody has different tastes, so there is a slight possibility that our excellent food and drinks did not quite match the guest's palate. On the other hand, the much more likely scenario (as our crew are well, bumbling !@#$ - Hey, I do respect them a lot - its just that they lack .... technical ..skills) is that some 'idiot' just screwed up the recipe or cooking procedure. At this point, I am informed by the server that the guest did not 'eat up'. Then there is only one thing left to do - Become a recycle bin lo..


Yes, yes.. I know the dangers of hand and mouth diseases. One of my crew even asked me if I could get AIDS by eating infected food ( -.-"). Well, lets just sat I guess I am willing to sacrifice my life for the future of Myst :P But what to do? I need to know if the food was up to standard bah.. Maybe we might have some sort of food testing technology in the future to determine the 'deliciousness' factor of a dish >.<. Disclaimer: When tasting leftovers, we still observe the golden rule: Do not do anything to to the food which would make you not want to eat it yourself. If were still willing to taste it - at the very least its from the untouched parts lah!

There was a time I was sharing this with a friend, and when I thought about it from the third person's perspective, we just bawled over on the floor laughing. Seriously - imagine the supervisor chowing down on just about every plate (and then downing it with a half-finished drink) than has more than a nibble left behind by a guest -.-

Ah.. well.. there is a always a price to pay for excellence. Hey, not every item left behind is bad! I actually realised how great our food was at times - so don't blame me for finishing good leftovers!