1.

0 Introduction
1.1 Statement of Problem
The problem with the S&S food court was that the number of customers
had declined by 35% over the past two years. This drop was due to the
dramatic fall in the quality of food, the service and negligence towards
the cleanliness of the place (unclean tables, plates and cutlery and
presence of pests). The level of personal hygiene of the food handlers
was also low. There had been about 150 complaints lodged against the
S&S food court.

1.2 Statement of Purpose

The purpose of the report is to inspect the food court. The inspection
would include observing the attitude of the food handlers towards their
customers, observing the cleanliness of the food court and inspecting the
cleanliness of the restrooms in the food court. The report would also
include the analysis of all the findings and inspections. Comparing the
findings of the YJ food court with the findings of S&S food court would
be an integral part of the report. The main purpose of the report is to
provide recommendations to improve the food court so that the
customer satisfaction level is cent percent.

1.3 Scope of Report

The scope of report includes a checklist / survey about various areas of
the food court:
· Quality of food
· Attitude of the food handlers (courtesy, reaction to unfamiliar
situations)
· Speed of service
· Personal hygiene of the food handlers
· Floor of the food court
· Plates and cutlery
· Price of food
· Toilet 191

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 1.4 Limitations of the report
The limitations of the report are that we surveyed about 20 out of 200
people to know how they would rate YJ and S&S food courts. These
surveys are relatively small as compared to the number of people
present at the food court, which may affect the accuracy of the report.
Another limitation is that our group visited each food court only twice
for inspection that might be insufficient to draw conclusions and
therefore, may affect the accuracy of the report. Our group has students
from India, Korea, Indonesia and Vietnam. Due to this ethnic
differentiation everyone has a different taste for food. This may affect
the results related to quality of food.

1.5 Source of Data

a. Primary Data

Food Court Day Date Time Period

Tuesday 11/01/11 13:00 Peak

YJ
Wednesday 12/01/11 10:00 Non-Peak

Tuesday 18/01/11 13:00 Peak

S&S
Wednesday 19/01/11 10:00 Non-Peak

b. Secondary Data

Secondary data was received via internet research.

2.0 Finding and Analysis

2.1 Cleanliness
Figure 1

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 YJ S&S
Categories
N-P* P** N-P* P**

Basin 3 3 3 3

Toilet 3 2 2 2

Floor/Wall
4 3 3 2
( Toilet)

Tables/Chairs 4 4 3 4

Cutlery 4 4 4 3

Floor 4 2 3 3

TOTAL
* NP = Non Peak Hour
**P = Peak Hour

Figure 2: No toilet paper Figure 3: Dirty floor

at S&S Food Court at S&S Food Court

From the chart above, we have found

that YJ food court is better in terms of
cleanliness. During Non-peak hours, in general
both food courts were cleaner as compared to peak hour. However YJ food court
was cleaner than S&S food court. The customer survey showed similar results.

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 Although the management of YJ food court hires less employees(3workers) than
the management of S&S (4workers) food court, YJ food court was cleaner than
S&S food court. YJ food court employees cleaned the tables and chairs more
frequently than S&S food court. The food stains were visible on the cutlery and
even on some tables in the S&S food court.

Findings: The chart has shown the detailed ratings that we have collected from YJ
food court and S&S foodcourt. YJ has performed well overall in term of hygiene.
During the peak hours, they are able to maintain good hygiene standard especially for
their foodcourt's floor, table and chairs. However, the cutlery and the toilet has not
been well washed yet. We could see some stains visiblly appearing on them. Next,
during the off- peak hours, all the foodcourt's table and chair, floor or even the toilet
are kept neat, spick and span. On another hand, S &S foodcourt did not perform well
as YJ foodcourt.During the peak hours, floor and the toilet are not well mop....

2.2 Service Quality

Figure 3:

YJ S&S
Categories
N-P* P** N-P* P**

Courtesy 4 4 3 2

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 YJ S&S
Categories
N-P* P** N-P* P**

Speed of Serve 4 3 4 3

Reaction to
Unfamiliar 4 3 2 2
Situation

TOTAL
* NP = Non Peak Hour
**P = Peak Hour

Based on the data above, we have found that YJ food court provided
better service than S&S food court in both peak hour and non peak hour.
According to the survey, we see similar results: while YJ food court has 10 and 12
marks out of 15 for their service quality, S&S food court just managed 7 and 9
marks respectively. These figures have shown that YJ food court provides a better
service to its customers than S&S food court does. This might be due to the fact
that the employees had not been trained enough before starting to work in the food
courts. Also, the managers perhaps do not pay enough attention to their
employees’s behavior towards their customers. Usually, there is no promotion in
this work field. Therefore, the chances are low of increase in salary and that would
further lead to employees being less motivated towards work.

2.3 Quality of Food Offered

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 The chart above, shows that both food courts were rated above average in
the quality of the food. The food was well-cooked and fresh at the YJ food court.
However, the food quality at the S&S food court was slightly better which can be
seen from the graph above. This was seen as a surprise as the S&S food court was
rated lower than the YJ food court in all the other catagories. This can be due to the
freshness and warmth of the food served. For example when we had chicken rice at
S&S food court, usually the cucumber that comes along with chicken rice is dry
but it was fresh and the rice was well-cooked. This shows that even though S&S
food court lacks in food service, courtesy and cleanliness, the quality of food was
not affected.

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 2.4 Grooming and Hygiene

Comparing the two food courts, YJ was the better of the two as there were a large
number of stall owners wearing gloves while preparing the food. On the other hand, at
the S&S food court none of the food handlers wore gloves which should be a
prerequisite while preparing food and they interacted with their customers without
washing their hands while exchanging money. Comparing the attire of the food
handlers in both the food courts, the food handlers in the YJ food court wore aprons
whereas less number of S&S food handlers wore aprons and one could actually see
food stain on their clothes. However food handlers in both the food courts kept their
finger nails short without any nail polish.
3.0 Conclusion
According to the findings and analysis:
a. YJ food court is better than S&S food court but both the food courts are at the
same level in most of the categories during the non peak period.

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 a. The management of both food courts do not pay enough attention towards
cleanliness, for instance, the restrooms of both the food courts were not in a
good condition.
b. We felt that the YJ food court was better in general than the S&S food court
and most of respondents felt the same way as we did, which can be further
reflected in the customer survey.
e. In order to increase the number of customer, S&S food court must solve the
problems related to its cleanliness, quality of service and grooming and
hygiene.

4.0 Recommendation

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