Stan is the proud owner of East Side Eatery. He has owned the place for the past five years, and until recently it has been a financial success. Stan tells you that his number one concern is customer satisfaction. With Stan, you get more than you pay for. "Hente we surpass customer expectations. Our goal is to provide great food, great service, and a unique environment in which to dine. Complimentary wine for those who have a reservation and have to wait. Anything extra that is not specified in the menu is a perk to most of my patrons," exclaims Stan. He tells you that the motto of all the employees is "We aim to please." You used to frequent Stan's eatery and have always been satisfied with the food, but it's been four months since you've eaten in this restaurant, and now you are remembering why. The service here is poor, at best. You've been waiting over 20 minutes and you had a reservation, but no complimentary glass of wine has been offered. Once you are finally seated at a table (which looks as though someone squeezed it in at the last moment), it is another five minutes before you get your menu. Ten minutes after you get your menu, your waiter returns to take your order. You are interested in the special-boneless chicken-but the waiter can give you no information on how it is prepared. Obviously, you stick to an old standby rather than risk the mystery chicken. When your meal finally does arrive ( 20 minutes after you ordered it ), you are impressed with the food. Even the salad is good here. It is aesthetic in appearance, with a plethora of unusual vegetables and not a speck of iceberg lettuce to be found. As you munch on your salad, you watch the employees as they "work." Most of them are laughing and talking a bit too loudly for the atmosphere. Food is placed on a counter from the kitchen but often sits there for five minutes or more before it is picked up. Patrons have to request beverage refills and tables are only cleared as they are needed, not as customers leave. Stan has told you that he has specified the behaviors that he wants to see his employees display: "Greet every customer within 10 seconds of entering the restaurant. Those who have reservations and have to wait should be offered free drinks. When the waitresses or waiters are busy, the hostess or host will provide drink refills, menus, and any other assistance. The people who bus the tables can also fill in to assist the waitpersons. Here we all work together to make this one of the best eateries in town. Can't ask for much more than that , can you? Since the employees' performance is specified, I don't need to hire a manager for everyone already knows what to do." DISCUSSION QUESTION 1. Make a customer service process map from the information provided in this case. The map should include information on what happens from the time customers enter the restaurant until they pay for their meals and leave. Label the organizational divisions that are responsible for different stages of the customers' experiences and the products and services each of those divisions provides. Next, identify any gaps in the service system and draw a second process map of what the ideal service flow would look like according to Stan's descriptions