T/NXXH 037-2024 Single Store Service Management Standards

Scope

Scope: This document specifies the service objectives, service requirements, and three-level service assessment and inspection for single-store service management. This document applies to single-store service management. Main technical content: 3. Terminology and definitions: There are no terms or definitions that need to be defined in this document. 4. Service objectives: Fast-food service is to meet customers' material, spiritual, and convenience needs through specific methods, attitudes, skills, and emotions, and then create new customer demands. The service objective is to increase repeat customers, enhance sales revenue, and increase profits by providing 100% customer satisfaction. 5. Service requirements: Provide fast and accurate service. Customer waiting time: The time from when customers take their seats to when they start ordering food should not exceed 3 minutes. Customer service time: The time from when customers accept the order to when the order is completed should not exceed 3 minutes. Effectively and quickly handle customer complaints. 6. Three-level service assessment and inspection requirements: To improve the service level of chain stores and standardize restaurant service management, the company should establish a three-level service assessment and inspection system. The three-level service assessment and inspection includes spot checks by the company's quality control department, comprehensive inspections by the operations department, and mutual inspections among single stores. The company's supervision office will conduct spot checks on each single store. 6.2.1 Organizational form and responsibilities: The company's quality control department will organize relevant personnel to form an inspection and assessment team, responsible for inspecting and assessing the service of the single stores. The inspection and assessment team will inspect the single stores according to various service norms and standards, organize and summarize the inspection r

Development Information

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