Operations management and service excellence - assignment

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OPERATIONSMANAGEMENT ANDSERVICE EXCELLENCE
TABLE OF CONTENTSINTRODUCTION AND OVERVIEW...........................................................................................1OPERATIONS PROCESS..............................................................................................................2OPERATIONS ANALYSIS............................................................................................................5Methodology................................................................................................................................5Analysis........................................................................................................................................5EVALUATION OF OPERATION..................................................................................................8RECOMMENDATION...................................................................................................................9CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................11
INTRODUCTION AND OVERVIEWEvery business performs different types of operations. It depends on industry type andoperation process. The manager is responsible to manage overall operational process so thatgoals are attained (Suarez and et.al., 2016). Alongside it, operational process also depends onproducts and services that are been offered. Within operations it is important to maintain qualityof services to improve business efficiency. However, each operation process may differ as thereare changes in offering of products and services.Kitchen table is a small restaurant that is based in London. It is located at 70, CharlottteSt Bloomsbury. It provides various types of European dishes and services to people. Therestaurant is having a U shaped seating which allows customer to experience all round view ofrestaurant. There are total 19 seats that is been inserted in U shaped. As it is a small restaurantthere are many competitors such as The tudor room, Casamia, seven park palace, etc. These allprovides intense competition to Kitchen table. However, the unique design and layout ofrestaurant distinguish it from other small restaurant. The opening hours are from 6 PM to 11 PM.Layout of Kitchen table-The restaurant is having a U shaped table where customers sit andenjoy their meal. Also, interior design of restaurant provides a soothing atmosphere. The processof order processing is menu card are kept on table through which guest gives order. Then, waitertakes order to chef for processing. The chef prepares dishes according to order. At last waiterserver food and after making payment customer reviews are taken. Moreover, waiter or managerin between also takes feedback about food.Management and operations are the vital components in business as management helps inmanaging the bulk of operations of company effectively in order to generate revenue and gainpositive outcomes. In short, management set strategies for increasing profit and improveoperational efficiency. Operation management refers to organising and managing of businesspractices to bring efficiency within organisation (Psomas and Jaca, 2016). It also includescontrolling of those practices which is required in production of products and services. Anoperation process starts by organising practices. Here, services are managed on basis of order toproduction. Business operation may vary according to who needs to do what, how, when, etc. Inthis way a process is outlined and designed.In a business it is the operations through which products are manufactured and delivered.The success of organisation depends on how well operations are performed. This is because in1
operation it is identified that how well products and services are delivered, who is playing whatrole, what process is been followed, etc. By making changes in operations if business efficiencyis improved it also enhances quality of products and services. Along with it, in order to generatemore profits it is only possible through changing operational process. A process refers to stepsthat show how product or service is produced and delivered to customers. In operation it is alsodefined that what resources are used, who are people involved in it, etc.OPERATIONS PROCESSOverview of operation processIt is necessary to analyse and evaluate overall operational process so that its efficiencyand weak areas can be identified and improved. Moreover, analysing process helps in finding outwhat changes can be done. However, by analysing loopholes are identified. In addition there areseveral challenges that occur in operation process. So, these all can be solved easily. There arevarious services that are carried out within a restaurant business such as customer service, foodpreparation, purchasing raw material, cleaning and various others. Customer service is one of themain key operation of this restaurant business. It is a key for successful business. Excellentcustomer services drives a positive restaurant atmosphere which helps in attracting more andmore customers(Bernstein and Sheen, 2016). It is one of the main thing which is desired byevery customer whenever they enter into a restaurant. It includes receiving customers, properhospitality, food service, remembering customer's order accurately and many more. Poorcustomer services can drive their customers away. A restaurant operation process is a very longthat consists of many activities. Here, customer enter in it, order food, preparation of food, etc.and then it is delivered to them. There are various challenges and issues associated with customerservice operation process such as:Issues: one of the main issue associated with customer service is first impression. It is extremelyimportant for restaurants to serve their customers in an excellent manner as first impression is thelast impression. If first impression of the restaurant on the customers is not proper then it canaffect their overall image which might decrease their customer base. If their service is not fast,prompt and positive then the overall reputation of the restaurant can get affected. Another issueassociated with this is, the proper customer service can only be provided to customers if theoverall environment is neat, safe, clean and attractive. If the environment is not proper theneffective customer service is of no use.2
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