Question 1 (Unit 4, CLO2)

“Taiwanese Place,” a renowned Taiwanese restaurant located in the bustling city center of Kuala Lumpur, Malaysia, has become a favorite dining destination for both locals and tourists. The restaurant is celebrated for its authentic Taiwanese cuisine and its warm, welcoming atmosphere, which creates a unique dining experience that keeps customers coming back. However, as the restaurant grows in popularity, especially during peak hours, the management is faced with the challenge of balancing operational efficiency with the need to maintain high levels of customer satisfaction.

Recommend five (5) strategies that the restaurant should adopt to effectively balance operational efficiency while maintaining a high level of customer satisfaction. (35 marks)

Question 2 (Unit 3, CLO2)

TechHelp Solutions is a global tech support company headquartered in Singapore, offering 24/7 customer service to clients around the world. Due to the nature of their business and the need for round-the-clock support, the company has adopted a remote work model, with service teams distributed across various countries, including India, the Philippines, Malaysia, and Brazil. This allows TechHelp Solutions to provide support in different time zones, ensuring that customers receive prompt assistance regardless of their location.

The company has been receiving mixed feedback from both customers and employees. While clients appreciate the 24/7 support, they have noted occasional delays in response times and inconsistencies in service quality. On the other hand, some remote employees have reported feeling isolated and disconnected from the team, leading to a decline in morale.

Propose five (5) strategies that the company should implement to enhance effective communication and collaboration among the employees. (35 marks)

Question 3 (Unit 5, CLO3)

FrostBite Foods is a well-established company in the frozen food processing industry, based in Penang, Malaysia. For over 20 years, the company has specialized in producing a wide range of frozen foods, including ready-to-eat meals, snacks, and desserts. Their products are popular among busy families and individuals seeking convenient meal options. However, in recent years, there has been a significant shift in consumer preferences towards healthier and more sustainable food choices, particularly plant-based options.

FrostBite Foods has noticed a decline in sales of their traditional frozen meat-based products, as more consumers are opting for plant-based alternatives. Recognizing this trend, the management team is considering whether to diversify their product line to include plant-based frozen foods, such as meatless burgers, plant-based sausages, and vegan ready meals.

Imagine you are a member of the management team at FrostBite Foods. Based on the scenario presented, examine five (5) key factors that influence the decision to diversify into the plant- based frozen food market. (30 marks)

Answers to Above Questions on Case Study

Answer 1: The five important strategies that the restaurant should consider in order to achieve a balance between operational efficiency with customer satisfaction are to consider the implementation of a reservation and queue management system. This will help in managing the flow of customers especially during the peak hours. Another important strategy that the restaurants should consider is..

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