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Library's collection Library's IT development CancelThis thesis is written as the final part of the traineeship program conducted
by Petra Christian University and Christelijke Hogeschool Noord-Nederland,
Leeuwarden. The main subject of this thesis is Evaluating the Existing Standard
Operation Procedure & Planning for a New Training Program.
The purpose of this dissertation is to get a better understanding of the
importance of Standard Service Operation Procedure and how important the
Standard Service Operation Procedure is for service performance, which is acted
out by the server or waiter. In order to evaluate this, a descriptive research is
conducted. This descriptive research is divided into three parts; the first part is
explaining about the situation in the restaurant, the research background.
Basically, this part explains about restaurant?s general overview and problem
overview. The second part is Literature Review. This part explains about the basic
knowledge about service, the standard procedure, and the importance of a training
program. This part is being used to get a complete understanding and be able to
cover all necessary areas for this subject. The last part is the case study. This part
explains about the analysis of the real situation of the first part and the second
part, which is based on the questions provided in research question. In the
research process, the writers used a questionnaire and a researcher diary. The
questionnaire is subjected to the appropriate parties such as permanent personnel,
the trainees and part timers.
This involves several elements of Human Resources Management, people
management, the correct standard service quality and also research analysis.
At last, the result of the thesis can prove to be useful to the restaurant,
especially in increasing the quality of service and gaining greater guest
satisfaction.