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English 302 Final Presentation

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Colin O'Connell

on 5 December 2016

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Transcript of English 302 Final Presentation

Our Study
Panera Bread Company
Richard Crannick
Senior Vice President,
Company Operations
Overall Store Efficiency

Overall cleanliness was acceptable by our guidelines
Food item was spotted on the ground
Tables cleaned regularly
Dish disposal area is a bit of a concern
Bakery area a little untidy
Check dish disposal area every 15 minutes
Dispose of dropped or spilt products right away
Stack bagels more presentably
Make disposal areas more accessible
Cleanliness Recommendation
Task Force #5
Collin Titus
Maeia Milot
Nick Topping
Colin O'Connell
Max Berres
Thank you

Any Questions?

Work Cited
booths, tables, couches

Order Line
backs up into door

lack of both

Customer Satisfaction / Employee Attitude
Food Preparation Time

5-15 Minutes

Window Ordering Time

2-5 Minutes

Menu Comprehension

Large menu
Confusing to new Customers

Cook time:
Bringing food out as soon as it is finished.

Window Time:
Using a Screen with Order names to substitute using speaker or yelling out names.

Use more Visual food presentation in order to push specific food items.
Our goal is to make recommendations
that will improve customer service
at Panera Bread.
William H. Simpson, Jr.
Senior Vice President &
Chief Development Officer
• Reliability
• Responsiveness
• Assurance
• Empathy
Wait time
Table area
Trash cans
Food window
Employee use of protective items
-Part of the mission statement
-Good personal experiences with customer service
-We would recommend incorporating employees ocassionally visiting tables to check on the customers' needs.
In conclusion, with 90% of our survey pleased with the customer service of Panera Bread, our recommendations are specifically targeting the 10% that were not pleased and in order to continually provide the best customer service available.

Seppala, E., & Cameron, K. (2015). Proof That Positive Work Cultures Are More Productive. Retrieved November 16, 2016, from https://hbr.org/2015/12/proof-that-positive-work-cultures-are-more-productive
Jin, Q. (2015). A Research Proposal: The Effects of Restaurant Environment on Consumer Behavior. MBA Student Scholarship. Paper 36.
Lin, I. Y. (2004). Evaluating a servicescape: The effect of cognition and emotion. International Journal of Hospitality Management, 23(2), 163–178.
Wakefield, K. L., & Blodgett, J. G. (1999).
Customer response to intangible and tangible service factors. Psychology and Marketing, 16(1), 51–68.

Primary Research:
Monday, November 7th, 2016
Thursday, November 10th, 2016
Tuesday, November 15th, 2016
Panera Bread, (2016), Panera Bread Management Bio.
Retrived from: https://www.panerabread.com/en-us/company/

separate business vs. casual

Order Line
directions/order lanes

upbeat music
increase outlets per table
Full transcript