Researchers states that companies need to monitor and maintain the control over the situation. In this process, they need to bench mark the process. The external benchmarks enabled the companies need to consider the costs per unit of information processed and also consider the service offering when compared to the other companies. The companies need to factor in the internal benchmark. These internal benchmarks are found to have the best practice to achieve the results. The companies can have the access to all the information. In this process, the companies can understand the nuances of the process (Brady et al., 2002; Stank, et al., 1999). These notions can be nebulous. As observed from media studied on Chipotle and as observed from participant reaction, it is observed that not all executives would be on board with the situation. “Many of the executives do not factor in the needs of the situation. They do not have the appropriate metrics that is used for the measurement of the activities. They are found to confuse the performance with the irreducible environmental variance. The executives in the companies need to factor in these factors in order to derive some cohesive solutions”, was the output given by one of the participant who was also a hospitality major herself. She believed that Chipotle like many other fast food chains confuse performance and environmental trends and variations. These are two different things. Environmental variations and trends must be used to create and innovate product and services, and on the other hand performance measurement and assessments must be used to improve product and services.
Furthermore, as one participant stated the conventional way of assessing performance by having service cards or having the customer leave some feedback in the feedback note was not very thorough. Customers are in a hurry anyhow and might not end up leaving a proper detailed feedback. Finally, one of the customers stated an interesting thing about the service which is that of the weekend service and the weekday service. She believed that weekend services were generally too slack and performance assessments through customer interviewing or others can be done during the time. Overall all participants seemed to agree that service performance measurement techniques exist in Chipotle, but three out of five believe they were lacking and had to be improved to be in par with competing restaurants.