Performance assessment A French family owned food business La Cuisine has two locations: a children friendly family restaurant Vacance Soleil where large numbers of customers are served at reasonable prices for a decent meal; and a fancy restaurant L’aigle D’or offering exquisite food at premium prices for the upper end of the market. The family owning the restaurants has stated the following objectives for the years 2010 and 2011:

● maximise sales and profits;

● optimise customer satisfaction;

● improve quality of food and of operations.

Both restaurants have just presented the scores on the most important key performance indicators

(see the data table). The owners of La Cuisine have a year-long tradition of granting a special reward to the best performing restaurant. To which restaurant do you think the special reward should go this year? Explain your choice.

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Key performance indicators of La Cuisine restaurants Restaurant Vacance Solell Restaurant L'aigle D'or 2010 2011 2010 2011 Financial Sales Return on sales 250 000 300 000 25% 20% 32% 400 000 350 000 40% Customer Returning customer 30% 39% 60% Mystery guest rating 70 77 90 90 81 Internal business processes Waste Cleanliness 6% 8% 12% 9% 80% 90% 96% 82% Learning and Growth Hours of training per employee 100 120 200 140 Years of experience chef 20 24 25 21