Describes the implementation of a total quality assurance system in a fast food restaurant. The operations of the restaurant were analysed to identify ways to improve the quality and efficiency of the production and service delivery systems. A total quality assurance system combining statistical quality control procedures and computer technology was successfully installed. The system resulted in improved service quality, efficient operations and increased profitability.
Yasin, M.M. and Yavas, U. (1992), "Improving the Quality and Efficiency of Fast Food Operations", International Journal of Retail & Distribution Management, Vol. 20 No. 4. https://doi.org/10.1108/09590559210015577
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