QSRM Event 2

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2009 DECA Ontario Provincials QSRM Oral Event 2 Proudly sponsored with

OCCUPATIONAL CATEGORY

Quick Serve Restaurant Management Series INSTRUCTIONAL AREA

Product/Service Management

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PARTICIPANT INSTRUCTIONS

PROCEDURES

1. The event will be presented to you through your reading of these instructions, including the Performance Indicators and Event Situation. You will have up to 10 minutes to review this information to determine how you will handle the role-play situation and demonstrate the performance indicators of this event. During the preparation period, you may make notes to use during the role-play situation.

2. You will give an ID label to your adult assistant during the preparation time.

3. You will have up to 10 minutes to role-play your situation with a judge (you may have more than one judge).

4. You will be evaluated on how well you meet the performance indicators of this event. 5. Turn in all your notes and event materials when you have completed the role-play.

PERFORMANCE INDICATORS 1. Identify product opportunities. 2. Generate product ideas.

3. Determine the initial feasibility of a product idea. 4. Determine services to provide customers.

5. Develop strategies to position a product/business.

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2009 DECA Ontario Provincials QSRM Oral Event 2 EVENT SITUATION

You are to assume the role of manager for a fast food sit-down restaurant called RUDY’S that has

been around for 20 years in a community with a population of 2,500. The owner of RUDY’S

(judge) has asked you to suggest changes in the menu to effectively compete with a nationally recognized chain that has just recently opened a restaurant in the area.

RUDY’S has long been recognized for excellent burgers, chicken sandwiches, homemade fries

and fresh salads. Recently a familiar national quick serve restaurant that serves sub sandwiches, fresh salads and a wide variety of chips has opened in the community. The new restaurant has caught the enthusiastic attention of the local residents and reduced business at RUDY’S by 35%.

The owner of RUDY’S (judge) has asked you to expand the menu in order to excite customers and

entice them back to RUDY’S. The owner (judge) also wants a plan for specials each day of the

week. You have been asked to explain a wider array of distribution strategies to RUDY’S

customers.

You will present your ideas to the owner of RUDY’S (judge) in a role-play to take place in his/her

office. The owner (judge) will begin the role-play by greeting you and asking to hear your plan. After you have made your presentation and have answered the owner’s (judge’s) questions, the owner (judge) will conclude the role-play by thanking you for your ideas.

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DIRECTIONS, PROCEDURES AND JUDGE’S ROLE

In preparation for this event, you should review the following information with your event manager and other judges:

1. Procedures and Performance Indicators 2. Event Situation

3. Judge Role-play Characterization

Participants may conduct a slightly different type of meeting and/or discussion with you each time; however, it is important that the information you provide and the questions you ask be uniform for every participant.

4. Judge’s Evaluation Instructions and Judge’s Evaluation Form Please use a critical and consistent eye in rating each participant.

JUDGE ROLE-PLAY CHARACTERIZATION

You are to assume the role of owner of a fast food sit-down restaurant called RUDY’S that has

been around for 20 years in a community with a population of 2,500. You have asked your restaurant manager (participant) to suggest changes in the menu to effectively compete with a nationally recognized chain that has just recently opened a restaurant in the area.

RUDY’S has long been recognized for excellent burgers, chicken sandwiches, homemade fries

and fresh salads. Recently a familiar national quick serve restaurant that serves sub sandwiches, fresh salads and a wide variety of chips has opened in the community. The new restaurant has caught the enthusiastic attention of the local residents and reduced business at RUDY’S by 35%.

You have asked the manager (participant) to expand the menu in order to excite customers and entice them back to RUDY’S. You also want a plan for specials each day of the week. You have

asked the manager (participant) to explain a wider array of distribution strategies to RUDY’S

customers.

The manager (participant) will present his/her ideas to you in a role-play to take place in your office. You will begin the role-play by greeting the manager (participant) and asking to hear his/her strategies.

During the course of the role-play you are to ask the following questions of each participant: 1. What are the strengths of this new competitor?

2. What product should our restaurant offer to make us unique?

3. Should we consider serving breakfast? If yes, what should we serve?

Once the manager (participant) has presented his/her plan and has answered your questions, you will conclude the role-play by thanking the manager (participant) for the work.

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2009 DECA Ontario Provincials QSRM Oral Event 2

JUDGE’S EVALUATION INSTRUCTIONS

Evaluation Form Information

The participants are to be evaluated on their ability to perform the specific performance indicators stated on the cover sheet of this event and restated on the Judge’s Evaluation Form. Although you may see other performance indicators being demonstrated by the participants, those listed in the Performance Indicators section are the critical ones you are measuring for this particular event.

Evaluation Form Interpretation

The evaluation levels listed below and the evaluation rating procedures should be discussed thoroughly with your event chairperson and the other judges to ensure complete and common understanding for judging consistency.

Level of Evaluation Interpretation Level

Exceeds Expectations Participant demonstrated the performance indicator in an extremely professional manner; greatly exceeds business standards; would rank in the top 10% of business personnel performing this performance indicator.

Meets Expectations Participant demonstrated the performance indicator in an acceptable and effective manner; meets at least minimal business standards; there would be no need for additional formalized training at this time; would rank in the 70-89th_{percentile of business personnel}

performing this performance indicator.

Below Expectations Participant demonstrated the performance indicator with limited effectiveness; performance generally fell below minimal business standards; additional training would be required to improve knowledge, attitude and/or skills; would rank in the 50-69th_{percentile of}

business personnel performing this performance indicator.

Little/No Value Participant demonstrated the performance indicator with little or no effectiveness; a great deal of formal training would be needed immediately; perhaps this person should seek other employment; would rank in the 0-49th_{percentile of business personnel performing}

this performance indicator.

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JUDGE’S EVALUATION FORM

QSRM-09

Product/Service Management

DID THE PARTICIPANT: 1. Identify product opportunities?

Little/No Value Below Expectations Meets Expectations Exceeds Expectations 0, 2 4, 6, 8 10, 12, 14 16, 18

Attempts at identifying product opportunities were inadequate or weak.

Adequately identified

product opportunities. Effectively identified product opportunities. Very effectively identified product opportunities.

2. Generate product ideas?

Attempts at generating product ideas were inadequate or weak.

Adequately generated

product ideas. Effectively generated product ideas. Very effectively generated product ideas.

3. Determine the initial feasibility of a product idea?

Attempts at determining the initial feasibility of a product idea were inadequate or unclear.

Adequately determined the initial feasibility of a product idea.

Effectively determined the initial feasibility of a product idea.

Very effectively determined the initial feasibility of a product idea.

4. Determine services to provide customers?

Attempts at determining services to provide customers were inadequate or unclear.

Adequately determined services to provide customers.

Effectively determined services to provide customers.

Very effectively determined services to provide customers.

5. Develop strategies to position a product/business?

Attempts at developing strategies to position a product/business were inadequate or weak.

Adequately developed strategies to position product/business.

Effectively developed strategies to position a product/business.

Very effectively developed strategies to position a product/business.

6. Overall impression and response to the judge’s questions.

Little/No Value Below Expectations Meets Expectations Exceeds Expectations 0, 1 2, 3, 4 5, 6, 7 8, 9, 10

Demonstrated few skills; could not answer the judge’s questions.

Demonstrated limited ability to link some skills; answered the judge’s questions adequately.

Demonstrated the specified skills; answered the judge’s questions effectively.

Demonstrated skills confi-dently and professionally; answered the judge’s questions very effectively and thoroughly.

Judge’s Initials TOTAL SCORE