Dhaval runs a chain of Punjabi Delicacy Restaurant in various parts of Chennai. Through feedback from the customer, he analysed that there is a need for improving customer satisfaction in his restaurant. So, he establishes the standard waiting time of customer satisfaction for a table and the standard waiting time of customer for the order. Moreover, his quality assurance team studies the actual pattern of these activities in all the outlets and prepares the assessment report. a. Identify the function of management being performed by Dhaval. b. Explain the two steps involved in this function of management which are mentioned in
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