Analytical report on

Improvisation of the University Cafeteria

By:

Habiba Arif (11537)

Mohsin Mehboob (11507)

Hassan Shahid (11527)

Faiza javed (11417)

Shahzaib Khan (11517)

To:

Mr. Mohsin Mubarak

______________________________________________________

Contents

1. Executive summary………………………………...…3

1.1 Purpose & Scope……………………………....3

1.2 Findings……………………………………......4

1.3 Recommendations……………………………..4

1.4 Conclusion………………………………….….5

2.0 Question Hierarchy ………..………………....6

3.0 Data collection ………………………………...6

3.1 Technique………………………………..…….6

3.2 Sample …………..……...…………….……….7

4.0 Interviews........... ………………….……….….7

4.1 Interview with owner..............................….......8

4.2 Interview with staff member..............................9

5.0 Observation........................................................10

6.0 Questionnaire.....................................................13

6.1 Evaluation of questionnaire...............................16

Executive Summary

May 10, 2011.

Superior University,

Lahore.

Subject: Improvisation of the University Cafeteria

Sir

Reference to your directive date May 24, 2011, in which we were asked to produce a report concerning “improvisation of the university cafeteria.”

Purpose and Scope

The purpose behind this report is know about the issues which are faced by the students in café. Which problems faced by them and what are the solution for these problems. We give our recommendation to university management so they may take corrective action in this regard.

Our main focus is on the food which is served to students, is this hygeinic or not, are they able to eat or injerious for health. Second thing is the prices of foods available in the café. Are they expensive, reasonable, affordable or low. Thirdly, noise pollution because of overcrowding and congested sitting area .

We also visited the café of Superior University to take feedback from the management. The food quality was average and reasonable but the environment was not so good. The sitting arrangment was not so well organized.The behaviour of the café management and waiters were very good and co-operative. The café

management of Superior University is trying to provide their best servies to their

customers.

Problem Definition

Students spend approximately 2.5 hours a week in Superior cafeteria. Apparently, most of the students whether they are seniors or juniors are not are not fully satisfied with the existing cafeteria setup.

Our research attempts to highlight the causes, reasons and concerns of the students of Evening program with regard to the cafeteria.

Findings

1.Inadequate cafeteria capacity.

2.Unfavorable ambience of the cafeteria.

3.Absence of price and quality control committee.

4.Indiscipline and unethical practices in cafeteria.

5.Sub-standard fast food items at expensive rates.

6.Scattered sitting arrangement.

7.Least courtesy by the cafeteria staff.

8.Absence of storage room.

9.Absence of blowers in the kitchen of cafeteria.

10. To improve eatables quality.

11. Increase the variety of eatables.

12. Controlling the price of eatables.

13. Improve the staff behavior.

. 14. Improvement of enviroment

16. Betterment of interior decorum

17. Source of entertainment

Recommendations

1. More fans should be installed in cafeteria to make sure that there is no suffocation

2. Cafeteria management should make arrangements to play background music in the cafeteria so that it may reduce the noise.

3. There should be proper check on the prices and quality of food (specifically fast food) by the university management.

4. Security cameras should be monitored properly and a team of proctors should visit the cafeteria on regular basis to make sure that there is no indiscipline or unethical practices in the cafeteria.

5. Cafeteria management should be fined by the university if they find some sub-standard food items in the cafeteria and the price list of food items should get final approval from the university management.

6. Proper passages should be given in the sitting arrangement to make sure the best utility of seats.

7. Cafeteria staff should be checked by the management of the cafeteria and should be reminded on regular basis to have a courteous tone with their customers.

8. University management should provide a room to cafeteria for maintaining their accounts and management records and that room may also be used for official meetings of the cafeteria management with their suppliers i.e. Pepsi, Nestle, etc.

9. University management should also provide a storage room so that cafeteria staff may not store the drinks and juices in the corners of cafeteria.

10. Blowers should be installed in the kitchen to make sure that there is fine environment for the chefs and cooks to work.

We have compiled this report to the best of our knowledge and effort. If there is a point that requires further classification, you may call us anytime convenient to you

Conclusion

After taking a deep research on cafeteria, we conclude that cafeteria still lacks in some areas. Management is trying its level best to improve the standard of cafeteria but they lack to attain the required level regarding students. Proper accountability of the cafeteria staff may decrease the complain level. There should be inclusion of more variety of food items in cafeteria. They should introduce some healthy foodstuff along with fried items and the quality of eatables should increase. They should take some serious action to control the prices of food, as they are very high. Cleanliness should be increased by conducting it twice or even three times a day. There should be some sort of preventive measures to control the

noise pollution. Therefore, students can enjoy their leisure time and refresh themselves.

Question Hierarchy

Data collection

• Technique:

Café Problems

Q. What are the problems faced by evening students?

Q.What is the standard of services at cafeteria.

Q.How is the cafeteria environment?

Q.How is the quantity, quality & variety of food?

Q.How is the sitting arrangement at cafeteria ?

Q.How is the prices at cafeteria?

Questionnaire

We have employed the following tools/techniques to conducting our research.

_ Interview

– Survey (Questionnaire)

– Observation

• Sample:

There are approximately 600 students enrolled in Superior University in evening programs at Kalma Chowk campus. For our research, we drew a sample size of 10% (approximately 60 respondents) from the above population.

 

• Sampling Technique:

For our research, we opted for non-probability sampling, or more specifically, convenience sampling for data collection. To reduce potential bias, we have selected respondents from different classes/sections/programs of the university.

Interviews

Interview with the Cafeteria Owner (M.Akram)

Why don’t you make mandatory for your staff to use gloves?Ans. We have made it mandatory for the kitchen staff to use gloves and I don’t think that the staff serving the food needs to use gloves.

Do you think that you are selling sub-standard food items at expensive rates?Ans. I will answer this question by giving you example of ‘biryani’. There were complaints from students about the quality of ‘biryani’ around a month back and since then we have improved the quality of stuff use in it and now it costs us Rs.70 per plate and we are selling it at Rs.65. What I am trying to say is that we are not selling food items at expensive rates and as far as the standard is concerned, we make sure that we satisfy the students and we know that very well that we cannot satisfy them by selling sub-standard food items.

Do you think that there are enough chillers and fans in the cafeteria?Ans. This is an issue, we brought it into management’s notice a month back, the last request I made them to remind them about this issue is few days back, and they have informed me that there would be few more fans installed in the cafeteria within a couple days. As far as chillers are concerned, we already have 32 tons of cooling system, we are paying Rs.200, 00 per month for it, and at this time, we cannot bear more.

Do you think that there is enough staff in the cafeteria?Ans. In all universities, they do not have waiters to take your orders. They have self-service for all types of food items. In addition, we are following the same pattern.

Do you think that the staff of your cafeteria is courteous with the students?Ans. Well, I do not think so. They are not as much courteous as we want them to be and we are taking measures to make sure that they get more courteous with the students. We have also fired some staff because of this issue.

Does anyone from the university management check the quality of food on regular basis?Ans. Yes, sometimes Director Administration of university visits the cafeteria.

Do you think that prices of food items at cafeteria are high?Ans. I don’t think so that food items at cafeteria are being sold at higher prices. We are already offering discounted prices to students. We cannot afford more discounted prices.

Why don’t you play some background music in the cafeteria that may result in less noise?Ans. Students come here in form of groups and they have so much to talk that they don’t stop doing it until they leave cafeteria. Therefore, I don’t think background music would be a good idea but still if you recommend it, we may try it.

Interview with the Cafeteria Crewmember (Mr. Mahmood)

Why don’t you use gloves for serving the food?Ans. We find it hard to work with gloves.

Do you think that there is enough staff in the cafeteria?Ans. There is nothing wrong with the staff; we have enough staff to handle the crowd. The only problem is with the size of cafeteria.

Why you don’t have food items available throughout the day?Ans. We cook food according to the schedule we receive in the morning from cafeteria management, which tells us about the expected no. of students coming to university. We do this to make sure that we do not have to waste any good at the end of day.

Why don’t you have lunch, brunch or dinner hours?Ans. We do have lunch hours, 12 to 4.

There were complaints regarding ‘Shawarma” that the quality of sauces and salad used in it are not up to the mark, has the cafeteria management done anything for that?Ans. No, we did not receive any complaints but we will try to improve its quality by using fresh salad and good quality sauces.

Don’t you think that there should be some more workers for equal distribution of work?Ans. Yes, I think there should be some more workers for efficient customer handling.

Does someone check the cleanliness of cafeteria and things like that?Ans. Yes our owner, Mr. Akram checks all this on every Monday and if he finds someone violating the rules made for these things, the person is fined.

Observation

Shawarma is being prepared without using gloves.

Mess up in sitting area.

Cleaning staff is not paying attention to cleanliness

Pathetic condition of furniture at cafeteria.

Food items are not properly covered.

Cooking staff is not properly dressed up.

Questionnaire

.

(Pictures)

Statistical Findings

Environment

Services

Sitting Arrangement

Quality, Quantity and Varity of Food

What kind of food do you take?

How are the prices of food at the cafeteria?

What is the main problem of the cafeteria from your perspective?

What should Superior cafeteria do for its improvement in your perspective?

Evaluation

Environment

– Furnishing : 42% Not So Bad

30% Not planned

– Cleanliness : 47% Neutral

26% Dirty

– Atmosphere : 81% Noisy

Service

-Cleanliness/Behavior of employee: 51% Bad

23% Ok

-Survive standards: 46% Needs improvement

39% Not satisfied

Sitting arrangements/Portion Size

- Should the seats be increased: 83% Yes

-How is the portion size: 46% To small

39% Needs improvement

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