Cecilia Pop

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USING A MODERN TOOL OF QUALITY MANAGEMENT (AFFINITY DIAGRAM) TO IMPROVE FOOD SERVICES

Cecilia Pop, Gabriela Tărnăuceanu (Frunză)

Abstract
    Affinity diagram is a modern tool in quality management appropriate for processing verbal information used in the analysis and clarification of complex issues. This paper aims to identify and analyze the types of problems faced by the specialists in food services, in the customer service and finding possible practical, concrete solutions to solve them. Methodologically, was used direct research, using affinity diagram, respectively choosing the problem, production of ideas, their analysis, grouping of ideas (written fiches), verification of omissions, establishment of the first titles, regrouping titles (second level of regrouping), establishing relationships between ideas, their evaluation and the interpretation of results; to produce the ideas was used brainstorming technique. The study was conducted at county level of Iasi, through participation of 60 people aged between 21 and 24 years. In conclusion, the main causes of deficiency of customer service process were represented by the poor management of human resources, material resources and poor communication.

Key words: management, affinity diagram, brainstorming, food service