Analysis

Cost of Quality:

Prevention Costs- Are costs associated with preventing defects before they happen. Applebee’s does a taste test between employees and managers when there is a new item on to the menu. For two weeks, the managers teach their employees the proper knowledge of the new items that are added to the menu.

Appraisal Costs - Are costs incurred when the firm assess the performance level of its processes.The main source of Appraisal cost at Applebee's is communication between the office and the restaurant. The other source is communicating with restaurants within the region by presenting fake examinations to see if the employees are following the proper procedures for guest services.

Internal failure Costs- These are costs that result from defects that are discovered during the production of a service or product. The dimension used to help prevent internal failure costs would be that the cooks must verify that all the ingredients used are fresh by checking the dates and looking at the ingredients itself.

External failure Costs- External failure costs are costs that arise when a defect is discovered after the customer receives the product or service. At Applebee's an example of external failure would be when a customer sends back an order. This could happen because of a cook not following proper protocol or a vendor providing bad quality based on Applebee's standard

Service Process Structure:

Process structure is the process type relative to the kinds of resources needed. At Applebee’s there is the use of hybrid Office, there is a combination between front and back office. Customers interact with their waiter but there is also work being done in the back, such as the cooks preparing their foods.

Customer Involvement: Customer involvement at Applebee's is medium. There is a window for customization because the customer can add on couple of ingredients or take off  from their orders. However, the clients do not prepare or cook their food.

Resource Flexibility: Is the ease with which employees and equipment can handle a wide variety of products, output levels, duties, and functions.One worker multiple machines is a method production that involves one employee operating on multiple different machines.  This method is useful to spot out what elements acquire more attention than others. This method is used at Applebee's to help distribute the tasks and help prioritize services. 

Capital Intensity: Is the mix of equipment and human skills in a process. Applebee's has a mix of equipment and human skills. Equipment are used throughout the day but there is a need for human skill such as customer service. Many clients go to Applebee's to experience hospitality.