How about Quality?
Remember on the quality side we had the two dimensions conformance quality and
performance quality.
So performance quality we will probably have to do some customer research,
some survey looking for things about to what extent they like the ambiance of
the restaurant, to what extent they found the courtesy of
the staff in line with their expectations or other things.
On the conformance side we would probably look,
are we really delivering what we promise?
And so that means we could look at the freshness
of the ingredients of the sandwiches.
We could, in an extreme case, we could go even as far as putting these sandwiches on
the scale and just measure whether we put the exact
appropriate amount of grams of cheese on the subway ham and cheese sandwich.
And so, that would give us a good measure of conformance quality.
And then timing as is relatively easy to measure customers care about the time
that it will takes them to get through the sandwich and so we could go and measure.
How many minutes a customer has to wait between entering the store and
leaving the store with a sandwich in their hand.