LEARNING ACTIVITY 14

EVIDENCE5: VIDEO “PRESENTING

ORALLY A BUSINESS PROCESS
IMPROVEMENT PLAN”
JESSICA LORENA MILLAN GONZÁLEZ

DATA SHEET: 1703938

NATIONAL LEARNING SERVICE SENA

INTERNATIONAL NEGOTIATION TECHNOLOGIST

BOGOTA DC
 EVIDENCE 5: VIDEO “PRESENTING ORALLY A
BUSINESS PROCESS IMPROVEMENT PLAN”
# INPUT PROCESS DESCRIPTION SOLUTION RESPONSIBL TOOLS OUTPUT
E PARTY
1 Customer Previously, a pleasant Customers will be Logistics Benefit Form Customers from
Reception welcome to the client was greeted in a management the beginning
not achieved. warm and staff feel well taken
friendly manner. care of.
2 Welcome to the The client waited a long Immediately the Waiter. Menu. Customers will
table by the time to be attended. client is at the have the
waiter. table and the opportunity to
menu will be taste the taste
offered. of the
Waiter. restaurant from
the beginning.
3 Welcome to the No food tickets were A dessert tasting Waiter. Menu. Waiter.
table. offered to the customer. will be offered
when sitting at
the table.
4 Presentation of The client did not Motivational waiter Menu card Diners are
the menu card. like or show the and cheerful happy to see
presentation of the phrases that the menu card.
menu card change the
mood of the
diner were
included.
5 Customer Support Employees did not All employees waiter Training Clients feel
cordially serve are trained to well served by
customers perform a staff
correct and
pleasant
customer
service
6 Quality food Customers have New dishes chef Assorted Customers
always been were included dishes enjoy the food
satisfied with the in the menu more.
food, but for the taste
complained of all diners.
because there was
no variety.
7 Loyalty customers The employees did Customers are Employees Economic Employees
for Employee not feel motivated. loyal as motivation feel motivated
motivation employees employees. to build
were given an customer
incentive for loyalty.
good service.
8 Loyalty customers Customers varied Customers customers Motivation Customers
for customer a lot were not were with points. constantly visit
motivation. constant. motivated to the restaurant.
visit the
restaurant,
because they
were given
cumulative
points and for
every 100
points they
will be given
a free meal.
 AUDIO EVIDENCE5: VIDEO
“PRESENTING ORALLY A BUSINESS
PROCESS IMPROVEMENT PLAN