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Operations Management and Service Excellence - Report

   

Added on  2020-06-04

15 Pages4827 Words40 Views
Operations Management andService Excellence

Contents1. Introduction and Overview..........................................................................................................12. Key operations management processes used by Café Portrait....................................................23. Five Performance objectives applied for the firm.......................................................................44. Critical discussion of supply chain..............................................................................................65. Identifying improvement that can be recommended to the operations and justifying rational...8Conclusion.....................................................................................................................................10References......................................................................................................................................12

1. Introduction and OverviewThis report is focused on Café Portrait which is small scale firm that provide differenttype of dishes to their customers. Below given is the profile of Café Portrait:Table 1: Profile of Café PortraitName andaddress:Cafe Portrait, 1, Queen Street, Edinburgh EH2 1JD, Scotland.PhoneNumber:+44 131 624 6421Employees:22AnnualSales:£4, 28, 000Operated by:Cafes by Heritage Portfolio.Email:cafeportrait@heritageportfolio.co.ukMaincompetitorLantana CafeThey provide lunch, cakes, bakes, soft drinks and beverages. They operate their businessoperations for all the seven days in week. More specifically, they deliver services from Friday toWednesday (10 am to 4:30 pm) and on Thursdays (10 am to 6:30 pm). They focus on deliveringhigh quality services and this way they are able to attract more and more customers. Further, theyalso take feedback from customers so that they are able to determine the issues that are facedeach of them.The locations that cited café is located are effective enough to attract more andmore customers. The company websites provide customers to provide feedback for the servicesdelivered by the café. 1

Figure 1: Ambience of Café Portrait(Source: Café Portrait, 2014)2. Key operations management processes used by Café PortraitIn order to understand the operation management process of Café Portrait, there aredifferent types of activities that are applied by the café so that they are able deliver appropriateservices to their customers (Campbell, Jardine and McGlynn, 2016). Below given are theprocesses of Café Portrait:Availability of resources: It includes investment for or setting up financial support so thatCafé Portrait is able to determine the activities that have to be attained. Further, it also2

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