(Answered) Operation Management 2: “Want to Perfect Your Company’s Service? Use Behavioral Science,” Richard B. Chase and Sriram Dasu, “Harvard Business Review,” June 2001

May 22, 2023

Reading “Want to Perfect Your Company’s Service? Use Behavioral Science,” Richard B. Chase and Sriram Dasu, “Harvard Business Review,” June 2001. Reprint R0106D. 7 pages. “Porcini’s Pronto: Great Italian pizza without the wait,” Harvard Business School Case 4277-PDF-ENG, April 4, 2011, 12 pages.

Part 1: more important Answer the following questions in a Word document after reading the case study. How has Porcini’s maintained high product and service quality and how does it plan to do so for its Pronto concept? How well or poorly do the various elements of the Pronto concept – menu, HR system, quality systems and metrics, etc – support the goal of “Great Italian cuisine without the wait”? Which of the growth options being considered by Porcini would you recommend? What are the implications of your choice on profitability, product and service quality, and the brand image of Porcini?

Part 2 – Discussion post Download the Time and Queuing Assignment and complete the questions based on the data provided. (see attached file and use the file) Part 3: Discussion post Download the Capacity and Utilization Calculations Assignment and answer the questions provided. (See attached file and use the file)

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(Answered) Operation Management 2: “Want to Perfect Your Company’s Service? Use Behavioral Science,” Richard B. Chase and Sriram Dasu, “Harvard Business Review,” June 2001

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