Document Type

Closed Project

Publication Date

Spring 2002


Dragan Milosevic

Course Title

Engineering Technology Management

Course Number

EMGT 560/660


Portland State University -- Food service -- Management, Food service -- Contracting out, Customer services -- Evaluation, Operations research


This paper presents the implementation of a quality improvement process within the catering department of PSU’s Dining Services. After conducting initial interviews with the manager of PSU Dining Services, several options were discussed for process improvement. However, in order to narrow the scope of the project, the team focused only on the services provided specifically to the unive rsity’s student groups and clubs.

Once the target for the improvement project had been selected the team composed two surveys and conducted several interviews to determine key areas of customer dissatisfaction. To the credit of the company, the majority of the responses were favorable, however the areas identified for improvement were convenience and cost. To address these issues the team, in conjunction with the company’s event co-coordinator, developed a ‘Club Menu’ designed to meet the specific needs of the market segment.

The menu was delivered to each of the clubs and the response to it was measured. Comparisons were conducted with data from the previous year to determine if an overall improvement in orders was achieved. Customer surveys were also delivered with each catering order to determine overall customer satisfaction.

Finally, based upon the results, the process was standardized to increase efficiency and the student development office was notified of the new process so that future club presidents and members will be aware of the service and the procedure to cater events.


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