This case is appropriate for use in courses in operations, leadership, strategy, and managing a small business. A founder is faced with several issues concerning the service operations of his two restaurants. The immediate problem is how to resolve an employee-relations issue between the servers and their assistants. But the more comprehensive and perplexing problem is whether to change the service-operations package at one of the restaurants where personnel problems have adversely affected the quality of the food, and where customers appear to be confused as to what kind of restaurant it is. These problems have forced the owner to examine the fundamental strategies used to deliver services at the restaurant, and to analyze its target markets. There is also a question regarding future business investment in the restaurants. This case is followed by a B case (UVA-OM-1391) and both cases are supported by a teaching note (UVA-OM-0875TN) that features video from the era when this case was written.
