6. Flower of Services
Using the flower of service, the core products identified will be Ya Kun kaya toasts, eggs and coffee with the service personnel serving the customers in a comfortable environment. Ya Kun also provide various supplementary services to facilitate and enhance the core product. The supplementary services will include payment, billing, order-taking, hospitality, internet access services, information and exception.
Payment – Ya Kun provide ease and convenient of payment for their customers. The payment system of Ya Kun operates in a self-service basis where customers will order, pay and receive their food at the cashier point. There are various choices of payment such as cash, nets, debit and credit cards to facilitate customer bill paying. Ya Kun does have good maintenance and speedy trouble-shooting of the equipment.
Billing – Ya Kun generated receipts are clear, well organised and accurately computed. It is reader-friendly as various items and its respective price are clearly stated and is simple for the customers to know how the total cost is computed. In addition, the cashier will also tell the customers the total charges of their orders.
Order-taking – Ya Kun’s employees are polite and take customers’ orders promptly and accurately. In this way, customers do not have to waste time and endure unnecessary mental or physical effort. During peak hours, the cashier will direct the customers to empty seats while their food is still being prepared. When the food is ready to serve, the service personnel will then bring it to the customers with the aid of the number tags which are placed on the customers table.
Hospitality – Ya Kun recruit employees who are warm, welcoming and considerate. The service personnel practices “GST”, i.e., to greet, smile and say thank you to every customer. The service personnel will offer to find seats for the customers during peak hours when the shop is almost fully packed. Hence, this adds value to the...