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Operations Management and Service Excellence Assignment

   

Added on  2020-05-11

26 Pages6205 Words93 Views
Running head: OPERATION MANAGEMENT AND SERVICE EXCELLENCEOperation Management and Service ExcellenceOzone Coffee RoastersStudent’s name:Name of the University:Author’s note:

1OPERATION MANAGEMENT AND SERVICE EXCELLENCETable of Contents1. Introduction and overview of the organisation Ozone Coffee Roasters......................................22. Key Operation Management process of Ozone Coffee Roasters................................................6Order taking:....................................................................................................................................6Stock control:...............................................................................................................................7Professional service process in Ozone Coffee Roasters..............................................................7Managing human resources:........................................................................................................8Preparation process in kitchen.....................................................................................................84V’s of Operation management process:.....................................................................................9Waste Management:..................................................................................................................123. Critical discussion of 5 performance objectives applying to Ozone Coffee Roasters...............13i) Quality:...................................................................................................................................13ii) Speed:....................................................................................................................................13iii) Dependability:......................................................................................................................14iv) Flexibility.............................................................................................................................15v) Cost:.......................................................................................................................................154. Critical discussion the supply chain of the organisation Ozone Coffee Roasters.....................165. Identification of needs of improvement and recommending to the operation and justifyingrationale.........................................................................................................................................18Reference List................................................................................................................................22Appendix........................................................................................................................................24

2OPERATION MANAGEMENT AND SERVICE EXCELLENCE

3OPERATION MANAGEMENT AND SERVICE EXCELLENCE1. Introduction and overview of the organisation Ozone Coffee RoastersThis study sheds light on highlighting the operation management process and serviceexcellence of a London-based cafe, Ozone Coffee Roasters. This cafe was established in the year1998 with just three passionate founders in New Zealand. The management of this cafe demandsthat Ozone Coffee Roasters connects the coffee lovers to coffee farmers. Location and Capacity:In the UK, Ozone Coffee Roasters started its venture in the UK in the year 2010 with 11employees. Ozone Coffee Roasters has its cafe at 11 Leonard Street, London, EC2A 4AQ(Ozonecoffee.co.uk 2017). Ozone Coffee Roasters is a coffee bar and eatery and it is one of thewell-known cafes for London people. Figure 1: Location of Ozone Coffee Roasters in Leonard Street in London(Source: Ozonecoffee.co.uk 2017)This cafe offers thirty seats and sitting arrangement includes chairs and sofas. The wholecafe and the lounge are centralised air-conditioned. Mainly professionals and young studentsvisit this cafe. Young professionals and tourists mainly visit the cafe for breakfast and lunch. Inaddition, young students come occasionally for brunch. There are many local residents whocome to this cafe for sipping hot coffee and snacks.

4OPERATION MANAGEMENT AND SERVICE EXCELLENCEConsidering the competitors, in Leonard Street, apart from Ozone Coffee Roasters,Renzo is one such cafe and offers various types of coffee and snacks preparation. The ambienceof Renzo is nice and Renzo is cheaper than Ozone Coffee Roasters. The Book Club is anothercafe on Leonard Street and it offers coffee, snacks, burgers and alcoholic beverages too. TheBook Club is famous for cultural events and its cosy ambience. This cafe opens at 10 am and itcloses at midnight. Kaffeine is another famous cafe in London and it is near Great Titchfield. Itis mainly a coffee shop that offers hot coffee, cold coffee, espresso coffee and snacks to thecustomers (Smith et al. 2014). Figure 2: Seating area in Ozone Coffee Roasters(Source: Ozonecoffee.co.uk 2017)Operation hours:Monday to Friday (7 am -10 pm) (Kitchen closes at 9 am)Saturday to Sunday (8.30am -5.30pm) (Kitchen closes at 4.30pm)Service and products:Ozone Coffee Roasters offers breakfast, lunch, sweets, brunch and various types ofcoffees and snacks to the customers. Ozone Coffee Roasters offers espresso coffee, cold coffee,chocolaty coffee. There are various types of names that they have given their blended coffees,Empire, Hodson, Brothers, Decaf, Urrutia and much more. Ozone Coffee Roasters provides

5OPERATION MANAGEMENT AND SERVICE EXCELLENCEflavour in coffee as nougat, malt, caramel, orange, apricot and milk chocolate. Apart fromchocolate, snacks like baked stuff, sandwiches, cheesecakes, bagels and doughnuts are alsoavailable in the cafe. Most importantly, both males and females work as a staff and they have uniform duringworking hours. During the visit, there were 10 staffs altogether who served the customers andwere responsible for making snacks and coffee for the customers. Moreover, they informed thatduring the weekend, all 10 staffs are available, whereas, on weekdays, 8 staffs come on roasterbasis. At a time, 5 staffs work on a shift basis and the staffs have a rotational shift.Figure 3: Allocated work member and organogram of Ozone Coffee Roasters (Source: Self-developed)The layout of the Cafe:The layout of the cafe is simple. The whole cafe is decorated with expensive woodenfurniture and tiles. The counter has easy access to the customers. The chairs and sofas are softand eye-soothing coloured. Customers can sit either soft sofas or on ergonomic chairs. In case,the occupancy of the cafe gets full, there is a lounge outside the main area where the customerscan wait. The snacks and coffee types are displayed well to show the customers of theirofferings. The cafe is a rectangular shape and all the four corners have seating areas and the

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