Operations Management and Service Excellence

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

OPERATIONS MANAGEMENT 3
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

OPERATIONS MANAGEMENT 4
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:

OPERATIONS MANAGEMENT 5
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.

OPERATIONS MANAGEMENT 6
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)