Risk to the organisation if the proposed changes are not made Hunter Co.: The Hunter Company is a chain of restaurants that are widely distributed across the Kingdom of Saudi Arabia. The business started in 1995 with one branch in Jeddah. It was very successful as it was always crowded and widely complimented by customers in terms of food quality, hygiene and service level. The company then created an expansion strategy to meet the increasing demand Between 2000 and 2015, The Hunter Co. has opened 50 branches in 30 cities in Saudi Arabia However, Hunter Co. reported 30% drop in earnings for the second quarter of 2015. In an attempt to understand the causes of such drop. The Hunter company has discovered that customer satisfaction level massively dropped! While gathering information related to the reasons behind the major drop in customer satisfaction, the following comments were given from customers. Many complaints about inappropriate staff behavior. Moreover, complaints about food quality The service varies from time to time and from a branch to another. Long waiting time Employees are not taking care of hygiene and cleanliness. In general, they confirm that the food and service quality are below the standards set by the company. The following comments were given by the restaurant staff: Salary is different for the same levels in different restaurants. Nobody cares about how we feel. The company's CEO says that quality is a priority, but they have brought low quality raw materials to save money. High staff turnover pressure on existing serving staff and managers. The Hunter restaurant is under a real threat of going out of business. They need for transformation to re-gain customer trust. Risk to the organisation if the proposed changes are not made Hunter Co.: The Hunter Company is a chain of restaurants that are widely distributed across the Kingdom of Saudi Arabia. The business started in 1995 with one branch in Jeddah. It was very successful as it was always crowded and widely complimented by customers in terms of food quality, hygiene and service level. The company then created an expansion strategy to meet the increasing demand Between 2000 and 2015, The Hunter Co. has opened 50 branches in 30 cities in Saudi Arabia However, Hunter Co. reported 30% drop in earnings for the second quarter of 2015. In an attempt to understand the causes of such drop. The Hunter company has discovered that customer satisfaction level massively dropped! While gathering information related to the reasons behind the major drop in customer satisfaction, the following comments were given from customers. Many complaints about inappropriate staff behavior. Moreover, complaints about food quality The service varies from time to time and from a branch to another. Long waiting time Employees are not taking care of hygiene and cleanliness. In general, they confirm that the food and service quality are below the standards set by the company. The following comments were given by the restaurant staff: Salary is different for the same levels in different restaurants. Nobody cares about how we feel. The company's CEO says that quality is a priority, but they have brought low quality raw materials to save money. High staff turnover pressure on existing serving staff and managers. The Hunter restaurant is under a real threat of going out of business. They need for transformation to re-gain customer trust
