The recommendations that can be made for service management at this point is to include specific ways to assess change management challenges based on different segments of customers and secondly, to improve service performance measurements that are used in the restaurant to make it more smart and to the point. Currently, service performance measurements just studied once in a while through survey cards and feedback sheets left at the restaurant. A more detailed form of data collection method would be helpful here.
Consider the first recommendation to assess service change management challenges in the context of different segment of customers. It is identified that customer segment 1 and customer segment 2 have quite different expectations. The first segment is one that drops into Chipotle during the weekdays and they are looking for faster service. They don’t want to wait, and they are ok with missing out some toppings if they have to wait for fresh ones to be added and would go for rice bowls over tortilla bowls that have to be cooked. Speed is very important for these people and anything extra such as collection of data, feedbacks might tend to slow them down. They would assume it is ineffective service operation. For this first set of people, it is necessary to have performace measurement techniques that are more on the go, such as that of a link where they can drop their comments at leisure. The weekend group based on interaction could be included in the more detailed feedback forms.
The next step in service process improvement would be to remove the barriers of the people to bring in the change efforts. These removing of the obstacles would promote optimism and would bring confidence to change the world. The leaders in the company must learn to celebrate the smaller wins. These would reinforce the existing ideologies and also be a track for the people to try harder to achieve the goals for the company. In the cases of successful effort, the people must learn to build on the momentum in order to convert the vision into reality. This is done by keeping up the momentum and also elimination of the unwanted work. Once the change has been enforced there must be momentum to keep the morale of the situation. These can be achieved by keeping a positive morale and communication. In this paradigm of bringing in change management, the people in the company need to have the proper heuristics to bring the change. For each step of the process, there must be clarity of the expression and also ensuring that there is effective conflict resolution.