Operations Management and Service Excellence

This article discusses the operations management and service excellence of The Kitchin restaurant in Edinburgh, UK. It covers their mission statement, services offered, competitors, waste management, 4 V's analysis, and five performance objectives. The Kitchin is a quality restaurant that offers fresh Scottish produce in French style. It has won several awards and uses process management and waste management techniques to enhance its service delivery. The article also includes a layout diagram, organizational structure, and supply chain network.

Running Head: OPERATIONS MANAGEMENT 1
Operations Management and Service
Excellence

OPERATIONS MANAGEMENT 2
Table of Contents
Introduction and Company Overview..........................................................................................................4
Overview.................................................................................................................................................4
Mission Statement:.................................................................................................................................4
Services Offered......................................................................................................................................4
Competitors.............................................................................................................................................5
Map of the location.................................................................................................................................5
Layout Diagram.......................................................................................................................................6
Organizational Structure..........................................................................................................................8
Key Operations Processes............................................................................................................................8
Process Management............................................................................................................................10
Waste Management..............................................................................................................................12
4 V’s Analysis.........................................................................................................................................13
Five Performance Objectives.....................................................................................................................16
Cost........................................................................................................................................................16
Quality...................................................................................................................................................17
Dependence..........................................................................................................................................18
Flexibility...............................................................................................................................................18
Speed.....................................................................................................................................................19
Supply Chain of the Organization..............................................................................................................20
Conclusion and Recommendations...........................................................................................................22
References.................................................................................................................................................25
Appendix:..................................................................................................................................................28
.................................................................................................................................................................. 29
Figure 1: Logo of The KITCHIN................................................................................................................3
Figure 2: Opening Hours of the Restaurant.................................................................................................4
Figure 3: Map Location of Restaurant (Google Map)..................................................................................5
Figure 4: Layout..........................................................................................................................................5
Figure 5: Entrance Area of The KITCHIN..................................................................................................6

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Figure 6: Kitchen and Dining Area..............................................................................................................6
Figure 7: Operations of The Kitchin............................................................................................................7
Figure 8: Order processing system..............................................................................................................8
Figure 9: Process Management....................................................................................................................9
Figure 10: Waste Management..................................................................................................................10
Figure 11: Menu........................................................................................................................................12
Figure 12: Supply Chain Network.............................................................................................................19

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Introduction and Company Overview
Figure 1: Logo of The KITCHIN
Overview
The Kitchin is a quality restaurant that is established in the year 2006 in Edinburgh, United
Kingdom. The organization is operated by Tom Kitchin and his wife Michaela and it offers fresh
Scottish produce in French style from Kitchin’s time spent with Alain Ducasse. Within 6 months
of opening, the organization was awarded a Michelin star. The Kitchin is situated in 78,
Commercial Quay, Leith, Edinburgh (The KITCHIN, 2018).
Mission Statement:
The mission of The KITCHIN is its philosophy statement i.e. “From Nature to Plate” that
indicates that it intends to serve nature to plate of guests and that is the passion intended by Chef
Tom Kitchin who established this food outlet partnering with Michaela Kitchin.
Services Offered
The Kitchin is established to offer relaxed environment to the diners by managing Scottish
heritage that can be seen all over its textures and tones. It provides non-intrusive and welcoming
services to their guests that are its specialty of critical dining experience (The Kitchin Restaurant
Limited, 2018). The opening times of the restaurant are:

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Figure 2: Opening Hours of the Restaurant
Competitors
In this area, the major competitors of The Kitchin are such as Wedgewood The Restaurant,
Mimosa Kitchen & Bar, Tuscan Kitchen Rye, Kezban Meditarranean Restaurant, Café
Domenico, Warehouse Kitchen and Aurora etc. (Williams, 2011).
Map of the location
Looking at the below map, it can be stated that the location of The Kitchin is perfect as a large
number of visitors can reach to there. In the nearby area, there are various famous hotels like
Merith House Hotel, A-Heaven House Hotel, Malmaison Hotel etc.

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Figure 3: Map Location of Restaurant (Google Map)
Layout Diagram
The building layout of The KITCHIN Restaurant is created below:
Figure 4: Layout (Source: The KITCHIN)

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Figure 5: Entrance Area of The KITCHIN
Figure 6: Kitchen and Dining Area

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Organizational Structure
Key Operations Processes
At The Kitchin, it is crucial to offer the customers unique dining experience that is wanted by
them. The Kitchin is offering its products and services to a large customer base in the area by
managing its operations effectively. It has implemented different operations strategies to practice
its core business activities so that it can enhance its service delivery for increasing its profits and
revenues.
Thomas William Kitchin
(Owner)
Front Office
Waiters/
Waitresses
Back Office
Chefs House-
keeping staff
Kitchen
assistance staff
Restaurant
Manager

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Figure 7: Operations of The Kitchin (Source: The KITCHIN, 2018)
The above figure showcases the core activities and processes involved in operations and service
delivery to final customers. It indicates that after designing the menu, the restaurant sources the
desired materials from different suppliers like kitchen equipment, food material and furniture.
Key operations processes of The Kitchin are divided into two processes i.e. order collection
process and delivery process.
Does customer have reservation?
If Yes
Is there Table available?
Customer reaches
at restaurant If No
Check availability
of table
Yes
Allot the table
Find the details of
booking
Verify the details
If Full

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If Right Customer
Figure 8: Order processing system
(Source: By Author)
No matter what size, location or type- each and every restaurant has a basis layout which
includes some areas like entrance, kitchen and dining area. At The Kitchin restaurant, layout is
related to positioning and allocation of tasks for the transformation of resources.
Process Management
Process management is an important process that assists The KITCHIN to make its operations
smoother (Oakland, 2014). The KITCHIN considers that it is very important to share the order
information among the employees in kitchen and dining area. In order to manage its order
delivery process, this restaurant is using a real time process management system. This system
allows the kitchen staff to check the dishes ordered by guests. Also, the dining area staff can
know the situation of customer with the help of a monitor (Davis, et al, 2018). At The KITCHIN,
modern British cuisine influenced by French cooking processes and these are blended with own
Order taken by
the Executive
Allot the table to dine-in
Guest goes to
waiting area
Order receipt shared
to Kitchen through
POS
Preparation of FoodServing the food in
plates
Guests have the
food and leaves
Clean the table

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Scottish heritage of Chef Tom Kitchin. As mentioned above, this restaurant is focused on serving
the nature to plate so it is very much focused on enhancing the quality of food (The KITCHIN,
2018).
To improve the quality of its processes, The KITCHIN uses below-given process.
Figure 9: Process Management
(Source: By Author)
The above figure shows that The KITCHIN restaurant is able to enhance quality of its operations
by using natural ingredients and good cooking techniques. To manage the reservation process,
the company has provided online booking facility where guests can reserve their table by
following some easy steps. Due to its excellent quality of processes, the organization was
awarded as Michelin star in the year 2007 along with various awards like ‘Best UK Restaurant’,
‘Best Restaurant in Scotland’ and ‘Best Restaurant Experience’ in the year 2015 (The KITCHIN,
2018).
Waste Management
Considering the importance of waste management in operations management, The Kitchin is
using different techniques to eliminate the waste from its production processes (Pirani and
IdentifytheneedsofcustomersIdentifyqualityindicatorsUseofnaturalingridientsinfoodAlignwiththefoodandqualitystandardsUseFrenchcookingtechniquestoimproveproessServethecustomerseffectively

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Arafat, 2014). To eliminate different types of wastage, The Kitchin samples the every dish which
they serve to the customers (The KITCHIN, 2018). At The KITCHIN, produces arrive fresh
daily as the team of its suppliers supplies the outlet with the seasonal produces every day. All the
fish and meat is purchased in whole and filleting and butchering is performed in-house routinely.
The chances of wastage are very low at this restaurant as they are using effective techniques. The
owner of organization is providing effective training to its chef and other staff to manage the
wastage of produces and food products. His passion for freshest and finest Scottish food helps in
reducing the wastage of inventory and defects. Apart from this, it may face the wastage issue
related to waiting as the opening hours are limited (The KITCHIN, 2018).
Figure 10: Waste Management
(Source: Pirani and Arafat, 2014)
Additionally, dairy products and perishable items have shorter expiry date so it monitors them
very closely (Rhou, Singal and Koh, 2016). Under waste of overproduction, The Kitchin ensures
that they are offering significant value for their money (The KITCHIN, 2018). It has been

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engaged in corporate social responsibility and eco-friendly activities and it adopts effective
strategies to contribute to development of environment (Slack, Chambers & Johnston, 2009).
4 V’s Analysis
In order to understand operational activities, it is essential to know about four V’s like variety,
volume, variation and visibility. 4Vs analysis of The Kitchin is given below:
The Volume
At The Kitchin, output will be the customers with fully completed orders. The volume is very
high at The Kitchin and prices are affordable for middle and upper classes of society. The
website of the restaurant indicates that volume of this food outlet is totally dependent on weather
(The KITCHIN, 2018). By doing a practical analysis at restaurant, the customer volume is
comparatively low as the opening hours are limited. It is closed on the Sunday and Monday that
has adverse impact on the customer volume of The Kitchin (Hofmann, 2017).
The Variety
At The Kitchin, guests are pleased with a wide range of dishes and it can make the changes as
per their tastes (The Kitchin Restaurant Limited., 2018). For example; the food menu is divided
on different categories like:
Figure 11: Menu
The variety of products is low at this restaurant as it only serves British food that shows that
people have limited options who wish to eat more new servings. It leads the organization to

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lower unit costs, but still it is able to meet the demands of customers. It also has a choice of
different drinks for its guests. However, low variety is considered efficient and The Kitchin uses
it to enhance its competitive edge among other restaurants in the area (Williams, 2011).
Additionally, it offers a wide range of drinks. The menu is divided in two categories wine menu
and bar menu (Bronte, 2018).
(Source: The Kitchin Restaurant Limited, 2018)
The above pictures of menu shows that this restaurant is offering a wide range of food and wines
that led the organization to generate the sales of 270,000 in the year 2015. It is because of

OPERATIONS MANAGEMENT 15
increase in its brand awareness, customer loyalty and quality of products (The Kitchin Restaurant
Limited., 2018).
The Variation
As mentioned above, the volume at The Kitchin is higher in the summer and rainy season. In
good weather, there would be increase in the demand of its products and services. To meet this
demand, this restaurant hires some intern students from local colleges. In order to manage the
costs, it orders the raw materials based on the previous records of guest arrival. At The Kitchin,
the variation is very low so unit costs are also low and conversion process is practiced routinely
(The Kitchin Restaurant Limited., 2018). The sales are lower in the off season as compared to
peak season.
The Visibility
As compared to other food outlets, The Kitchin has higher visibility. Most of its core activities
like cooking and serving drinks are done in the kitchen. Front office staff has more visibility so
they need to be more attentive to provide complete guest satisfaction (The KITCHIN, 2018).
Moreover, it has a food safety management system under which safe and secure delivery of food
is ensured.
Five Performance Objectives
Five performance objectives are required sin all the operations and organizations to fulfill the
needs of customers and for dealing with the competition (Pozo, Roque da Silva and Tachizawa,
2017). Performance objectives of The Kitchin are explained below:
Cost
Cost is one of the primary objectives of The Kitchin’s operations. It refers to producing products
and services at a cost that allow them to be priced effectively. By lowering the production costs,
the company can lower the selling prices to customers.
At this restaurant, cost is related to customers in terms of:
 Affordable prices of food

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 Effective value for their money
At the Kitchin, the management team has developed a low cost operations and supply chain
system (The Kitchin Restaurant Limited, 2018). It has adopted Just-in-Time technique to avoid
the chances of wastage. It decreases additional cost of storage and defectiveness in product
offering. It enables the organization to offer the food and drinks on affordable prices that assist
the organization to maintain customer influx. In this way, The Kitchin has executed value meal
strategy which allows the people to buy food from his cuisine at reasonable price, when they buy
combo-packs (Hurley, 2017). The customers of this restaurant are very satisfied with the value
for their money as it offers the products on comparatively lower prices than competing brands
like Wedgewood The Restaurant, Mimosa Kitchen & Bar, Kezban Meditarranean Restaurant etc.
(TripAdvisor, 2018).
Quality
Quality is the foremost expectation of customers towards any food or restaurant organization.
Under performance objectives, quality is considered to measure how effective a product adapts
to some assured specifications (Oakland, 2014). Considering the expectations and preferences of
targeted customers, The Kitchin restaurant offers British Food with excellent quality by using
natural products, fresh fruits and vegetables (Kafetzopoulos and Gotzamani, 2014). At The
Kitchin, the major components of quality are such as:
 Hygienic and clean place: For this, the rating of this restaurant is 4.5 (TripAdvisor,
2018).
 Nature to plate: Use of freshest and finest natural produces to prepare food for
customers.
 Attentive and friendly staff: As per the reviews, the customers have said that it is one of
the best foodie experiences. It is fabulous food outlet with an attractive ambience. They
had lunch menu with the wine. Everything was very tasty and delicious. Staff was
friendly and professional (TripAdvisor, 2018).
 Staff with good customer serving skills: They have provided effective training to the
staff.
 A variety of flavoured food and drinks
 Attractive presentation and serving of food products

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 Focused on customers feedback
 Alignment with the food regulations and quality standards: It complies with the food and
safety regulations imposed by UK government.
Currently, this restaurant has less manpower so it needs to hire more people so that it serves the
people better with its food products and hospitality services (Molina-Azorín et al, 2015).
Dependence
Dependability refers to provide services at the time when the customers require it or when it is
promised competition (Pozo, Roque da Silva and Tachizawa, 2017). Under this performance
objective, the customers expect that their food is served on time and there is no over lapping in
the case of reservation. The Kitchin has to focus on this objective as it has less man power so
sometimes customers face delay in the food servings. The average delay may be 7 to 10 minutes
(TripAdvisor, 2018). This delay may occur when there is the rush in restaurant in the peak
season of tourist arrival in the city. The opening days of this restaurant are less; this is the major
reason that it faces the delay issue. However, it provides the facility of online table reservation
still it is a big issue at The KITCHIN. It needs to ensure that it meets a promised order serving
time so that it can retain its customers. To meet this objective, The KITCHIN needs to ensure the
timely serving of food products to the guests in accordance with the planned costs and prices.
Additionally, the opening time of the restaurant is very limited because it closes early. This
limits the customers who prefer late night dining due to their busy and professional life. In
addition to this, it has Monday and Sunday closed that means it is limiting the people who
choose to visit the restaurant on Sundays (Untaru & Ispas, 2013).

OPERATIONS MANAGEMENT 18
Flexibility
Flexibility refers to changing and adapting the services as per the needs and demands of
customers competition (Pozo, Roque da Silva and Tachizawa, 2017). In the restaurant industry,
flexibility is comparatively low. The food menu of The Kitchin is not more flexible as this
organization has very limited choice for its customers (The KITCHIN, 2018). It offers only
British Food so there is limited flexibility with the choice of food. Apart from this it provides the
opportunity to rearrange the reservation with sensible notice (The KITCHIN, 2018). In order to
gain more competitive advantage, this organization should include more cuisines in its food
menu. It will assist the restaurant to increase its customer base (Monczka, et al, 2015). This
restaurant needs to make improvements in its services and food menu. It should include more
dishes in its menu by hiring new employees who can prepare food of different cuisines. To attain
this objective, the organization needs to identify the food needs and demands of customers and
tourists so that they can increase their customer base. It can add international food in their menu
which will help The KITCHIN to entice tourists. Moreover, it needs to ensure that everything is
available when the customers demand.
Speed
Speed refers to the time from when any customer requests for the service to when it is
completed.
For The Kitchin, the customers’ expectations regarding speed are like:

OPERATIONS MANAGEMENT 19
 Minimum waiting time in the restaurant: Minimum waiting time is 15 to 20 minutes. It
has the rating of 5 for its service delivery process (TripAdvisor, 2018).
 Availability of the food and drinks
In the peak season:
 Average time to sit: 70 seconds
 Average time to serve food: 25 minutes
In off season:
 Average time to sit: 30 seconds
 Average time to serve food: 15 minutes
For this restaurant, it is very important to manage the operations and processes with the
appropriate speed. The restaurant has a set time for preparing food available in its menu so it can
serve the order on time (Hugos, 2018).
Supply Chain of the Organization
Nowadays, food companies compete on the choice of suppliers for offering best food services to
their guests (Beamon, 2008). At restaurants, different people need different food products with
the freshness and quality. So, this is necessary to implement an impactful supply chain processes
for improving its service delivery (Beske, Land and Seuring, 2014).
The Kitchin restaurant in UK has developed an effective supply chain network that includes
multiple Suppliers. In this area, the major suppliers of The Kitchin are such as local farmers,
grocery stores, meat shops. These are the key suppliers who supply seasonal vegetables and
fruits to the organization every day (Farahani, Rezapour, Drezner and Fallah, 2014). The supply
chain network of The Kitchin is given below:

OPERATIONS MANAGEMENT 20
(Source: By Author)
The above diagram includes all the suppliers which assist the organization to run its operations in
UK. These are the supplier companies which are supplying raw material for food like vegetables,
meat, egg, furniture and other materials for the paper work. The company will provide the
information about required materials to suppliers and they will send the delivery in determined
time (Govindan, et al, 2014).
The Kitchin has established a local supply chain which assists its diverse locations of Scotland. It
adopts supply chain diversification technique for managing its operations. Through this, it is able
to get more suppliers from various areas so that it can eliminate the supply chain risks like
unavailability of products, urgent need of produces and negative impact of natural calamity on
First tier suppliers
Dining services
Food Services
The KITCHIN
First tier customers
Dine-in
guests
Tak
e
awa
y
gue
sts
Billing and admin servicesDirect supply
Raw Material
suppliers
Information
Second tier suppliers

OPERATIONS MANAGEMENT 21
agricultural products etc. Additionally, The Kitchin is using outsourcing mechanism to operate
its business effectively (Fahimnia, Sarkis and Davarzani, 2015). The organization is outsourcing
its supply chain services except food preparation and delivery. Domestic suppliers and
distributors communicate to the restaurant managers to sell and maintain their inventory. It is
making efforts to avail the fresh and quality raw materials so that it can serve fresh and tasty
meal to their customers. At this restaurant, fresh raw materials and other produces reach on the
daily basis as it has an effective team of suppliers. However, it is good for the organization to
reduce the wastage of inventory but it increases the costs of supply chain management. It can be
stated that The Kitchin has lower bargaining power as it cannot negotiate prices with the
suppliers and farmers.
All the fish and meat is bought in whole and all the filleting and butchering is done in the
restaurant daily (Fernie and Sparks, 2014). In this way, The Kitchin utilizes an enhanced supply
chain management system to upgrade their food menu so that it can meet the demands of guests
for excellent food at reasonable prices. At The Kitchin, suppliers are stated to be the backbone of
its good business because its suppliers are working as individual units which build its supply
chain. The top management of this restaurant considers that health of business cycle is totally
dependent on its supply chain network.
Thus, it can be critically analyzed that The KITHCIN is using effective processes for developing
an extensive supply chain network but it is failed to manage the costs of suppliers. It is not able
to manage good relationships with its suppliers so that they can negotiate the prices of required
agricultural produces (Flynn, Huo and Zhao, 2010). It can be stated that this restaurant needs to
develop a supply chain system that will be efficient and cost effective.
Conclusion and Recommendations
As mentioned above, working in any industry, an organization should utilize a highly effective
operations management system so that it can overcome the deficiencies and issues in successful
service encounter (Swink, et al, 2014). There are some major issues which are faced by The
KITCHIN in managing its operations like limited opening hours, limited food products,
increased costs of supply chain, ineffective workforce and less flexibility. Here are some
recommendations which this restaurant need to follow to overcome issues. Currently,

OPERATIONS MANAGEMENT 22
organization only offers British Food so now it should include other foods according to the
residing population in nearby areas. After including new products in its menu, the organization
will be able to increase its guest base. For effective management of operations and services, The
Kitchin should recruit more people with customer service skills and talent that will assist the
organization to retain existing customers and create new customers. This action will help this
restaurant to enhance its revenues and productivity in the restaurant industry in United Kingdom.
In addition to dimension of V’s analysis, The Kitchin should also focus on improving its
performance objectives like dependence and flexibility. In order to develop dependability, the
organization needs to recruit more human resources. To attain the dependability objective in its
operations, The Kitchin should enhance its opening hours especially during weekends. It should
make decision to remain open on Sundays as most of the customers prefer to eat outside during
their weekends. To attain flexibility, it should make changes in its food menu and include more
dishes that will help the organization in increasing its guest base.
Apart from this, the Kitchin should focus on enhancing its supply chain and logistics processes.
Before making selection of suppliers, it should analyze different factors like quality and costs. As
mentioned above, restaurant is facing the issues related to costs of suppliers that eventually
increase its overall operational costs. In order to overcome this problem, it should partner with
the local suppliers that will enable the restaurant to decrease the operating costs. After doing this,
the organization will be able to lower the costs of transportation and wastage. It should try to
make balance between both cost and quality objectives (Yu, et al, 2106). Thus, the above
organization should focus on its operation management so that it can attain its business processes
of The KITCHIN restaurant.

OPERATIONS MANAGEMENT 23
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Appendix:
The Kitchin’s Menu:

OPERATIONS MANAGEMENT 27

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