Impact of COVID-19 on Operations and Strategies of UK Hospitality Sector: A Study on Nandos

This research study examines the impact of COVID-19 on the operations and strategies of firms operating within the UK hospitality sector, with a focus on Nandos. It explores the concept of change management, challenges faced by Nandos, the extent of COVID-19's effect on business operations, and strategies for managing change effectively.

Research Project
(Impact of COVID-19 on the operations and
strategies of firm operating within UK hospitality
sector: A study on Nandos)
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ABSTRACT
Main aim of the current dissertation is to ascertain the impact of COVID-19 on the
operations and strategies of firm operating within UK hospitality sector. This is a main purpose
and achieving this, research questions are addressed successfully. There are various types of
methodologies used for addressing research questions. All these types of methodologies are;
quantitative research, deductive approach, positivism philosophy, survey strategy, questionnaire
instrument, primary and secondary methods of data collection etc. All these are main methods
and helped researcher in achievement of each objective of the dissertation in successful manner.
Main findings of this dissertation are achieved research aim and objectives through research
questions that are concept of change management, challenges facing by Nandos in relation to
managing change, extent to which COVID affected business operations of Nandos and strategies
to Nandos for managing change effectually.
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Contents
ABSTRACT....................................................................................................................................2
Contents...........................................................................................................................................3
CHAPTER 1: INTRODUCTION....................................................................................................5
Background..................................................................................................................................5
Rationale......................................................................................................................................5
Case study....................................................................................................................................6
Objectives and research questions...............................................................................................6
Dissertation structure...................................................................................................................7
CHAPTER 2: LITERATURE REVIEW.........................................................................................8
Introduction..................................................................................................................................8
Topics:.........................................................................................................................................8
What is the effect of COVID on Nandos’s operations?............................................................12
What are the strategies that would be used by Nandos for managing change effectually?.......12
Summary....................................................................................................................................13
Questions:..................................................................................................................................13
CHAPTER 3: METHODOLOGY AND METHODS...................................................................14
Introduction................................................................................................................................14
Physiological assumptions.........................................................................................................14
Research Questions....................................................................................................................15
What is the concept and models of change management?..............................................16
Which challenges Nandos facing due to COVID-19?.....................................................16
What is the effect of COVID on Nandos’s operations?..................................................17
Validity and reliability...............................................................................................................19
Data selection and collection.....................................................................................................19
Ethics and bias...........................................................................................................................20
Limitations.................................................................................................................................20
CHAPTER 4: RESULTS AND DISCUSSION............................................................................21
Introduction................................................................................................................................21
Response rate.............................................................................................................................21
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Results........................................................................................................................................23
Summary....................................................................................................................................38
CHAPTER 5: CONCLUSION......................................................................................................39
Introduction................................................................................................................................39
General conclusion....................................................................................................................39
Research questions conclusion..................................................................................................40
Recommendations......................................................................................................................41
Errors and limitations................................................................................................................42
Recommendations for further study..........................................................................................43
REFERENCES..............................................................................................................................44
Appendix........................................................................................................................................48
Questionnaire.............................................................................................................................48
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CHAPTER 1: INTRODUCTION
Background
Coronavirus is a pandemic situation that has direct impact on all industry and organisation.
Hospitality is one of the main industry that directly and negatively affected from Covid 19.
COVID-19 has direct impact on the operations and strategies of company operated their business
within hospitality sector of UK (Ahmad and et. al., 2021). These impact are decreased sales,
increased employee turnover, reduced business performance, legal issues etc. These are major
issues that have harmful impact on hospitality industry. While the economic downturns as well
as low expenditure power is going to be the main short-term challenges. One of the main long-
term challenges or issue is to carefully lookout and also creatively acts on the dynamic forces of
making new consumer behaviours, perceptions, consumption patterns, expectations and trends.
There are some strategies that would help hospitality industry in overcoming of challenges
associated with COVID 19. These are social distancing, stay-at-home orders, following health
and safety act 1974, increasing innovation and technology work etc. Therefore, all these are
effective and useful ways for overcoming challenges of COVID 19.
Rationale
Main rationale behind conducting of this dissertation is to identify the major impact of
COVID-19 on the operations and strategies of firm operating within UK hospitality sector. This
is a main reason behind conducting of this dissertation. This topic or research is important at
personal as well as professional level. At personal level, current research will help researcher by
improving its research skills such as time management, decision making, literature review,
presentation and many other. All these are main skills that would help investigator in completing
of full dissertation within given time and in successful manner. At professional level, current
research is essential for students by increasing their knowledge about the impact of COVID 19
fast food chain of UK. Along with this, there are various stakeholders that will be benefited with
the help of this research. These are an individual, organisation, industry etc. This research helps
them by providing accurate information regarding the effects of COVID 19 and ways for
overcoming those effects effectively.
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Case study
Nandos is a given case study for this dissertation. Nandos is a South African fast food
chain. Company was founded in 1987 by Fernando Duarte and Robert Brozin and headquartered
in Lorentzville, Johannesburg, South Africa. Nandos is specialises in producing of Chicken and
related cuisine. Company is well known for its spicy peri-peri chicken and has an increasing
number of evangelists spreading the globe regarding what might be the coolest. During COVID
19, company faced various challenges i.e. shut down shops, decreased sales, reduced customer
base, decreased demand and supply, high employee turnover and many more (ALESSA and et.
al., 2021). All these are major challenges that had direct as well as negative impact on business
performance of Nandos.
Objectives and research questions
Aim and objectives of the research are developed with the help of research title. There are
two variables in research aim i.e. dependent and independent variable. According to the current
research, operations and strategies of firm operating within UK hospitality sector is dependent
variable that is dependent on Covid 19. It means Covid 19 is independent variable. Therefore,
research aim and objectives of the current dissertation are shown as below:
Aims
Main aim of this dissertation is “To ascertain the impact of COVID-19 on the operations
and strategies of firm operating within UK hospitality sector”: A study on Nandos
Objectives
 To develop understanding about the concept of change management
 To identify challenges facing by Nandos in relation to managing change.
 To investigate the extent to which COVID affected business operations of Nandos.
 To recommend strategies to Nandos for managing change effectually.
Research questions
 What is the concept and models of change management?
 Which challenges Nandos facing due to COVID-19?
 What is the effect of COVID on Nandos’s operations?
Dissertation structure
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This is a significant part because it includes information about the entire chapters that will
be needed for completing dissertation in systematic manner. There are some chapters that are
explained as below with their purpose within a dissertation. These are:
Introduction: This is a first chapter of dissertation that includes information about the
topic, rationale, case study, aim, objectives and questions (Atadil and Lu, 2021). All these are
main information that will help investigator in carrying out of another chapter i.e. literature
review in systematic manner. Main aim of this chapter is to develop research aim and objectives
as well as research questions for achieving those aim and objectives.
Literature Review: This is an important chapter of completing full dissertation in
systematic manner. This section is completely based on secondary information that will be
collected from books, journals etc. Main purpose of literature review is to identify gap within
current dissertation.
Methodology and methods: This part of dissertation plays an important role in
dissertation by providing accurate information regarding the current study. There are different
types of methodologies and methods that will be used for collecting data about the impact of
COVID-19 on the operations and strategies of firm operating within UK hospitality sector. These
are; positivism philosophy, deductive approach, quantitative research, probability sampling,
survey, questionnaire etc. All these are main methodologies that are useful for investigator in
achievement of research objectives successfully.
Results and discussion: This chapter of the dissertation facilitate investigator in
evaluating of gathered information through research analytical technique. According to the
current dissertation, quantitative data will be collected from questionnaire and for analysing this
type of data; frequency distribution analysis will be used by researcher. This technique includes
frequency table that result in evaluation of quantitative data easily and within an allotted time
period (Boons and et. al., 2021).
Conclusion: This is a last chapter of dissertation that includes different information such
as recommendations, limitations, recommendation for further study etc. These are important
information and helps investigator in achievement of research aim and each objective in
successful manner.
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CHAPTER 2: LITERATURE REVIEW
Introduction
Literature review is the systematic process of collecting secondary information about the
topic. Literature review is defined as an in-depth, broad, systematic, comprehensive and critical
review of unpublished scholarly print materials, personal communication, audiovisual materials
and scholarly publications. There are various sources that are useful for collecting secondary data
regarding the topic. These are peer-reviewed articles, books, magazines, publication research and
many others. All these are major sources of secondary data collection that will be used within a
dissertation (Bui and et. al., 2021). There are also some main functions of literature review i.e.
explain the research context, identifies appropriate research questions, identifies gaps in existing
research, established the need of research, acknowledges the work of others and inform
theoretical framework for the research. These are main functions that are useful in conducting of
full dissertation systematic manner. Main aim of literature review is to find out research gap in
previous studies. According to the current dissertation, main gap is the impact of COVID-19 on
the operations and strategies of firm operating within UK hospitality sector. In previous studies,
there were lots of data available regarding the impact of Covid 19 on hospitality industry, but
there were lack of information about the effect of Covid 19 on strategies and operations of fast
food chain of UK. This is a main gap and for fulfilling this gap research questions are used by
researcher. These questions are explained as below:
Topics:
What is the concept and models of change management?
According to the Canhoto and Wei, (2021), change management introduces to the
systematic approach of managing change within an organisation. This process includes dealing
with transformation or transition of organisational goals, technologies, procedures and core
value. Main purpose of change management within an organisation is to successfully implement
methods and strategies for effective change as well as supporting employees to accept and adopt
to change. There are basically three types of organisational change such as developmental
change, transitional change and transformational change. These changes are explained as below:
 Developmental change: This type of change within an organisation improves and
optimises previously developed strategies, processes and procedures.
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 Transitional change: This kind of change helps an organisation in solving all problems
effectively and in innovative manner.
 Transformational change: Change that fundamentally and radically alters the core
values, culture and operations.
Therefore, above mentioned all these are main types of change that have direct effect on
business. According to the case study of Nandos, Covid 19 has impacted on their operations and
strategies; it means this is a transformational change that fundamentally affects the core value of
company. Chau, Luo and Duan, (2021), stated that there are various models of change
management such as Lewin's change management model, ADKAR model, PDCA etc. All these
are main models of change management. According to the current case study Lewin's change
management model and PDCA are best models. These are explained as below:
Lewin's change management model: This model has three stages i.e. unfreeze, change and
Refreeze. All these stages are explained as below:
Figure 1: Lewin's change management model
(Source: Lewin's change management model, 2021)
 Unfreeze: This is an important stage within organisational change management process.
This step includes the ways to improve employee’s wellbeing to adopt change (Chen and
et. al., 2021). According the Nandos, it is important for them to motivate their employees
to develop strategy for overcoming the impact of Covid 19. In this phase, effective
communication plays an essential role in getting the desired support as well as
involvement of all employees in change process.
 Change: This stage help business organisation in implementation of change at
workplace. During this stage, effective communication, careful planning and encouraging
the participation of employees for endorsing the change are needed.
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 Refreeze: In this stage, employee move from the change stage (Dedeoğlu and Boğan,
2021). This is important stage for Nandos in implanting of effective strategy for
overcoming the impact of Covid 19.
PDCA change management model: This is another model that is important in change
management. Full form of PDCA is Plan-Do-Act-Change. All these are explained as below:
Figure 2: PDCA change management model
(Source: PDCA change management model, 2021)
 Plan: It is important for Nandos to plan an effective strategy for reducing the impact of
Covid 19 on their business operations (Del Chiappa, Bregoli and Fotiadis, 2021). There is
requirement for planning of social distancing, adoption of legal requirements etc.
 Do: In this company can identified potential solutions for overcoming the effect of Covid
19. It is essential for Nandos to develop effective strategies for reducing the effect of
Covid 19.
 Change: In this stage, Nandos can develop change by involving their all employees in
change management process (Do and et. al., 2021).
 Act: In this stage, company can implement best solutions for reducing the negative
impact of Covid 19 and improving business operations effectively.
Which challenges Nandos facing due to COVID-19?
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According to Duro and et. al., (2021), COVID 19 has created a huge impact on the
performance and growth of Companies. The organization had suffered a lot in Coronavirus due
to lockdown announced by government through which they shut their outlets; firm faced many
problems in first round as they cannot trade for a month. The pandemic and nationwide
lockdown hit the restaurant and food industry hard. Nandos was clear that it was clear that even
after lockdown they will not return to business normally. The Company has decided to think
creatively and bring new ways to reach the people in this hard time. Even the manager of Nandos
said that there is an opportunity to innovate and the pandemic cannot change the desires of
people, it changes the way for fulfilling the desire so they start to think innovatively and serve
meal to their people. They closed their outlets in response to COVID 19 guidance but they
reopen their restaurants for delivery and collection. The food will be prepared under strict
protocols set by government and with safety and security. Customers can order the food online
and wait at home patiently until their delivering time.
According to the Elshaer, (2021), Nandos strictly adhered to the guidelines and advice in
restaurants around Coronavirus disease. The company has to be rebound due to the long term
impact of COVID 19; they shifted towards the online strategy and start delivering foods online
by maintaining social distance. Generally, the business provides services to customers through
four channels which include sit down meals, online delivery, takeaways and drive through. These
services are banned due to the pandemic as government makes decision for people to stay home
which reduces the profit margin of Organization. But the firm was earning through online
delivery and serves products to customers by delivering them. Nandos invested a lot in online
food delivery and marketing to remain competitive in Market and provide meal to needy people
in lockdown. The app of the organization was customizing to give their customers’ ability to
purchase vouchers which could be redeemed when restaurant will reopen.
As per the opinion of Farooq and et. al., (2021), the company is ready to help their suppliers
and employees in tough time as they also contribute their best in making business
successful. News was circulated that Nandos is in debt crisis after spending on COVID proofing
for its UK restaurants. But later the company had denied and said they are strongly performing
their business activities in Normal times and it was untrue statement. Nandos is taking an extra
step to keep their customers and employees safe from disease and enjoy the meal; they use
protective gloves for food preparation, food runners and food cashiers. The Organization is
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monitoring temperature of their staff before starting a shift so that they can know if their
employee is safe for performing their duties. The staff members ear masks and hand gloves while
preparing food and serving food (Gürlek and Kılıç, 2021).
What is the effect of COVID on Nandos’s operations?
According to Hemmington and Neill, (2021), Coronavirus has created a huge impact on
Restaurant Industry; they are facing heavy loss due to lockdown imposed by government.
Nandos has shut their UK restaurant in response to growing fears over the COVID 19 pandemic.
It was clear that even after the lockdown Nandos will not be able to run their business smoothly.
Despite of the disease Nandos started reopen their business to provide delivery and collection to
people who are needy and want meal. The Company started to provide meal to people; they can
order their food from official site of Nandos and wait for the delivery.
As per the opinion of Isaac and Abuaita, (2021), the Organisation follows strict rules and
regulation imposed by government and working under protocols by keeping in mind the health
and safety of customers. Nandos shifted their strategy due to COVID 19 and implement a new
strategy to stay competitive in market. As people cannot come to restaurant for having their meal
so company provides facility of delivery so that customers can enjoy the meal. The Organisation
faces many issues due to pandemic, they were facing loss and the earning was also not up to the
mark. Even employees are not ready to deliver the food to customers due to Coronavirus. But
Nandos is supporting their staff members and suppliers in case of any financial emergencies. The
Company is taking a step to keep their people safe and healthy by taking precautionary actions
that can help in increasing safety while working.
What are the strategies that would be used by Nandos for managing change effectually?
According to John and Thakur, (2021), Company has reinvented their strategies by focusing
on online delivery. They started to provide the online services by offering food to people and
deliver them at their home by maintaining social distance. The Strategies that would be used by
Nandos for managing change eventually is to focus on online delivery mechanism so that they
can reach to maximum number of people and provide services. For managing the change
eventually, the organisation needs to follow the strict protocols by maintaining safety and health
of people. The restaurant must take extreme measures to keep their employees and customers
safe, they must take their customers and staff member temperature at door and deny the entries
of people who refuse or show any symptoms.
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As per the view presented by Kang and Lee, (2021), the Company must make sure that their
staff members are fully trained on how to react when people starts displaying symptoms. Nandos
must provide equipment’s to their employees such as gloves, PPE kit and mask so that they can
remain safe and healthy. When they find anyone having symptoms of disease, the staff member
must provide sanitizer and medical resources. For increasing the revenue during COVID 19, the
organisation must invest more resources into marketing and put together email outreach, social
media and special events. Nandos must promote food holiday events, conduct social media
campaigns and email campaigns to attract customers.
Communication is another strategy that would help Nandos in management of change
effectively. There is a role and responsibility of company to provide accurate information about
the change to their all employees (Zhong and et. al., 2021). This will help them in increment of
confidence and motivation level among employees that result in successfully management of
change within an organisation. Therefore, communication is an important strategy for Nandos to
manage change in effective and systematic manner.
Summary
From the above mentioned secondary data collected from articles, books etc. sources, it has
been summarised that Covid 19 negatively impact on fast food chain and their business
operations and strategies. These negative impacts are reduced sales, decreased customer base,
decreased business performance etc. All these are major issues that have direct effects on brand
image and profitability of company worked within hospitality industry. For this, PDCA and
Lewin's change management models helped business organisation in developing of effective
strategies for overcoming the impact of Covid 19.
Questions:
 What is the concept and models of change management?
 Which challenges Nandos facing due to COVID-19?
 What is the effect of COVID on Nandos’s operations?
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CHAPTER 3: METHODOLOGY AND METHODS
Introduction
Research methodology is the process of data collection and data analysis. It is a specific
technique and process of identifying, selecting and evaluating information regarding the topic.
Main aim of methodology within a research project is to facilitate researcher in collection and
evaluation of accurate data about the topic. This section is essential for researcher in attainment
of research aim and objectives. There are various proposes of the research methodology such as
to identify develops better insight into topic, provide systematic structure, enhance the research
quality, drive better solutions, inculcates systematic and logical thinking etc. There are various
types of research methodologies that are described as below:
Physiological assumptions
This is part of methodology that includes research philosophy and research approach. Both
are explained as below:
Research philosophy: This section of methodology introduces to the process of
collecting, evaluating and using data about the specific field of study. There are two main types
of philosophy, which are positivism philosophy and interpretivisim philosophy. Both types of
research philosophy are significant but in accordance to the existing topic or research, positivism
philosophy is more valuable and useful. Main reason regarding the selection of positivism
philosophy is assist investigator in collection and evaluation of numerical and quantitative data
within minimum time period (Krouk and Almeida, 2021). There are various advantages of
positivism philosophy including; provides numerical data, cost-effective philosophy, helps in
collection of data from larger sample etc. These are major advantages of applying positivism
philosophy in current dissertation.
On the other hand, interpretivisim is second type of research philosophy that is not useful
within an existing research because it is not time effective and not facilitate researcher in
gathering and analysing of numerical data. There are various disadvantages of interpretivisim
philosophy such as data collection can be time consuming, data analysis is challenging inflexible
etc. Therefore, within a dissertation, positivism is a chosen research philosophy for attaining
research objective of basic understanding about the concept of change management.
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Research Approach: This is the process of data collection and data analysis. There are
two approaches of data collection as well as data analysis. Qualitative and quantitative are main
approaches of data collection, whereas inductive and deductive are two approaches of data
analysis. Both approaches of data collection and data analysis are explained as below:
 Approaches of data collection: There are two main approaches of data collection i.e.
qualitative and quantitative. Both are effective approaches of data collection but for
gathering information regarding the impact of COVID-19 on the operations and strategies of
firm operating within UK hospitality sector, quantitative is a chosen approach. There are
various advantages of quantitative research such as larger sample; a border study can be
made, objectivity and accuracy, enabling more generalisations of results etc. Qualitative is
another approach of data collection that is not suitable within current dissertation (Kumar,
Malhotra and Srivastava, 2021). There are various demerits of qualitative approach such as
not provides numerical data, takes maximum time and cost, can loss data, can be difficult to
replicate results, create misleading conclusions etc. Therefore, according to the current topic,
quantitative is a chosen approach of data collection.
 Approaches of data analysis: There are two essential approaches analysing data i.e.
inductive and deductive. These are two approaches of data analysis but for analysing
quantitative information about the impact of COVID-19 on the operations and strategies of
Nandos, deductive is a chosen approach. There are various reasons behind the use of
deductive approach. These are; chance to clarify fundamental relationships among concepts
and variables, possibility to measure concepts quantitatively and likelihood to generalize
research findings to a certain extent (Lin and Chen, 2021). On the other hand, inductive is
second approach of analysis data that is not suitable for current dissertation. There are
various disadvantages of inductive approach. These are not facilitating in evaluation of
quantitative data, require maximum time etc. Therefore, deductive approach is a selected
method for data analysis within a dissertation.
Research Questions
There are some research questions and methods for identifying limitations within those
research questions. By identifying the limitations, researcher can overcome those limitations by
using different types of research methods. This is important for investigator to overcome all
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limitations and archive research objectives successfully and effectively. All these research
questions as well as methods are explained as below:
What is the concept and models of change management?
This is a research question and for addressing this, secondary sources of data collection
are used by researcher. These sources are articles, magazines, books etc. All these are useful and
valuable sources that are used for identifying the concept and models of change management.
Secondary data is a type of data or information that has already been gathered from available
sources. There are different advantages of collecting secondary information such as inexpensive,
immediately available, easily accessible, provide research method alternatives, helps in
achievement of research aim and objectives etc. There are some limitations of the secondary
methods using for existing research question (Liu and et. al., 2021). These are; company
publishing the information may not be trustworthy, sample used to make the secondary
information may be small, information maybe old and out of date and data may not be correct,
common and unclear etc. These are major limitations of collecting secondary information for
present research question. Therefore, it has been identified that there are advantages and
limitations of the secondary data for research question but as a conclusion, advantages are more
for using secondary data for specific research question.
Which challenges Nandos facing due to COVID-19?
For this question of the dissertation, primary method is used by researcher. Primary data
is a type of data or information that is gathered by investigator directly from some sources such
as interview, experiments, questionnaire etc. All these are major instruments of data collection
but for collecting information regarding specific research question, questionnaire is a selected
instrument of the data collection. For this, probability sampling is used for selecting 20
employees of Nandos randomly. Therefore, questionnaire is a useful instrument of collecting
primary information from larger sample base selected randomly (Lombardi, Cunha and
Giustiniano, 2021). There are various advantages of using questionnaire as a research instrument.
These advantages are respondent anonymity, no pressure, standardized, easy analysis, practical,
inexpensive, scalability, comparability, helps in attainment of each objective, easy analysis etc.
These are major advantages of using questionnaire for particular research question. Apart from
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this, there are also some limitations of questionnaire that are includes in such question. These
are: gives only limited insight into the research issues, limited response permitted by questions,
maybe not the correct questions are asked, misunderstanding, require getting it accurate first time
etc. These are major limitations of collecting primary information for particulate question.
Therefore, it has been determined that there are some limitations and advantages of the
questionnaire, but as a conclusion, there are more benefits of using questionnaire for identifying
challenges that Nandos facing due to COVID-19.
What is the effect of COVID on Nandos’s operations?
This is a last question of the dissertation and for this question both primary and secondary
method of data collection are followed by researcher. Therefore, both are useful methods for
addressing this research question in systematic manner. For secondary data, researcher is
collected data from articles books and any other sources relevant to the research question. For
primary data, questionnaire is used by researcher (Margherita and HeikkilÄ, 2021). For
questionnaire, 20 employees of Nandos of selected randomly under probability sampling.
Therefore, there are various benefits of using both types of data for particular research question.
These are provides valid and reliable outcomes, helps in attainment of research aim, cost-
effective etc. These are considering major effectiveness of using primary as well as secondary
methods of data collection. Along with this, there are some major limitations of applying both
primary and secondary method of data collection. These limitations are, misunderstanding
regarding the data, require maximum time, not facilitate in achievement of better outcomes etc.
Therefore, these are main limitations of using these methods for specific research questions. As a
result, primary and secondary source of data collection are useful for addressing this question
and achieving research aim and each objective in successful manner.
Research strategy: This is a part of research methodology that help researcher in collecting
of accurate information about the topic through research strategy. There are different strategies
of the research such as action research, survey, experimental and many others. All these are
played important role as a strategies of the research but for gathering information regarding the
COVID 19, survey is a chosen research strategy. Main purpose behind selection of survey
strategy for current dissertation is it provides data in form of numbers (Marjański and Sułkowski,
2020). There are various advantages of using survey such as high representativeness, low costs,
17

convenient data gathering, good statistical significance, precise results etc. All these are major
advantages of using survey strategy for research questions. Thus, surrey helps investigator in
addressing of research problem and achievement of research aim as well as each objectives of
the dissertation in successfully manner.
Research instruments: There are various instruments of the research i.e. questionnaire,
interview, focus group, modelling etc. All these are main instruments but for gathering
information regarding the research questions, questionnaire is a suitable research instrument.
Within a dissertation, 15 close-ended questions are made for achieving research aim and
objective successfully (Menhat and et. al., 2021). There are some advantages that provides by
questionnaire during data collection. These benefits and effectiveness of questionnaire are: cost-
effective, require less time, provides valid outputs, interpretation is easy, easier and quicker to
answer, can be customised easily, provide better understanding via answer options, helps in
getting quantitative and measurable data etc. These are main effectiveness of using close-ended
questions in questionnaire.
Sampling: This is the process use for selecting sample out of total population. There are two
techniques of sample selection i.e. probability sampling and non-probability. Both types of
sampling are essential but according to the current dissertation, probability is a chosen method of
sampling. By using probability sampling, 20 workers of Nandos within hospitality industry are
selected random basis (Mont, Curtis and Palgan, 2021). Therefore, there are various reasons
behind the use of probability sampling within a dissertation. These are; helps in collection of
quantitative data from larger sample, more elevated level of dependability of examination
discoveries, expanded exactness of inspecting mistake assessment, plausibility to make
inductions about the populace, nonattendance of deliberate blunder and testing predisposition
and so forth. These are major advantages that help investigator in selecting of probability
sampling as a sample selection technique. Non-probability is another type or technique of
sampling that is not useful according to the current dissertation because it facilitate in electing of
larger sample for quantitative research. As a result, probability is a chosen sampling method for
exiting topic or research questions.
Time horizon: time is important part of the dissertation as it facilitate investigator in
completion of all activities within given time period. This section has two approaches of time
horizon i.e. cross-sectional and longitudinal. Both approaches of time horizon are essential but
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according to the current dissertation, cross-sectional approach is useful. Main purpose behind the
selection of cross-sectional approach is it is based on actual satiation and helps investigator in
addressing of research limitations within minimum time period (Muzio and Doh, 2021).
Longitudinal approach of time horizon is another approach that is not effective and suitable
within a dissertation. This approach requires maximum time in completing of full dissertation.
As a result, cross-sectional is a selected approach of time in current dissertation.
Validity and reliability
The reliability of the study is based on the development of the test instrument i.e. survey
questionnaire. This was directed across several potential participants to ensure that the
knowledge of the questionnaire as a research instrument was reliable across various participants.
The questionnaire as an instrument of data collection was revised for addressing specific
research problem within the questions, which were not simply understood by the research
participants (Benfell, 2020). Therefore, questionnaire is an effective method or instrument of
data collection that will help investigative in getting of valid and reliable outcomes as well as
addressing of all limitations of the research questions.
Data selection and collection
There are two methods of data i.e. primary and secondary. Both methods of data collection
are selected for this dissertation because these help investigator in achievement of research aim
as well as each objective in successful manner. There are various reasons behind the selection of
primary and secondary data. These are; secondary data can be obtained quickly, inexpensive,
usually available, enhances primary data collection, targeted issues are addressed easily; data
interpretation is better, time-fit data, extensiveness of data etc. These are major benefits and
advantages of selecting both methods of data collection within a dissertation. Primary data is
collected from questionnaire that is a research instrument (Nagaj and Žuromskaitė, 2021).
Reason behind collecting of primary information as it facilitate investigator by providing valid
and reliable outcomes and also assist them in accomplishment of research aim and objectives.
Along with this, secondary data are gathered from various sources i.e. publication research, peer-
reviewed articles, books, company websites and many other sources that are relevant to the topic.
There are some reasons behind the collection of secondary data. These are; helps in fulfilment of
research gap, facilitate by providing in-depth information etc. Therefore, these are two methods
selected for current dissertation for collecting information regarding the each question of the
19

research. Apart from this, there are some practical challenges are associated while collection of
primary and secondary data. These challenges are lack of time, lack of cost, sample issue in
secondary data collection, access issues etc. These are major challenges that have direct impact
on researcher while selection and collection of both primary and secondary data.
Ethics and bias
There are various ethical issues within a current dissertation or study. Study design and
ethical approval is a major issue because according to COPE good research should be well-
planned, well adjusted, appropriately designed and ethically approved. There are also some
issues related to the ethics such as authorship, conflict of interest, redundant publication, data
analysis etc. Data analysis the responsibility of investigator to analyse data appropriate, if they
not evaluate data in appropriate manner this turn to impact on them while completion of full
dissertation in ethical manner (Ofori, 2021). There are various ethical principles that are useful
for researcher in overcoming of all ethical issues of research questions in effective and
systematic manner. These principles are minimising the risk of harm, obtaining informed
consent, avoiding deceptive practices, protecting confidentiality and anonymity of research
participants, providing the right to withdraw etc. all these are main principles that must be follow
by researcher within a dissertation. As it will help them in addressing all limitations of the
research questions and also assist in completion of each activity of dissertation in ethical manner.
Limitations
Questionnaire is a selected method of collecting primary and quantitative information about
the impact of COVID-19 on the operations and strategies of firm operating within UK hospitality
sector (Olaganathan, 2021). There are various limitations of the questionnaire such as dishonest
answer, unanswered questions, difference in understanding and interpretation, hard to convey
feelings and emotion, lack of personalisation, respondents may have hidden agenda,
Unconscientious responses etc. These are major limitations behind the use of questionnaire
within a dissertation.
20

CHAPTER 4: RESULTS AND DISCUSSION
Introduction
This is a vital chapter of the dissertation because it facilitate in evaluating of gathered data
effectively. This chapter includes different questions that are interpreted with the help of selected
respondents (Park and Jones, 2021). Research questions are interpreted with the help of
frequency distribution analysis. Therefore, this is an important part of dissertation that facilitate
investigator in attainment of research aim and objectives through research questions.
Response rate
This part includes demographic information about the respondents (Piccarozzi, Silvestri
and Morganti, 2021). Therefore, demographic information is interpreted as below:
Q1 Please indicates your gender? Frequency
a) male 10
b) Female 7
c) Other 1
d) Prefer not to say 2
Q2 Please indicates your age? Frequency
a) 17-32 years 15
b) 35-40 Years 3
c) 45+ years 2
d) Prefer not to say 1
Table 1: Gender
Q1 Please indicates your gender? Frequency
a) male 10
b) Female 7
c) Other 1
d) Prefer not to say 2
21

Interpretation: This data has been determined demographic information of the
participants. 10 out of 20 respondents are male within the process of data collection. 7 are
female, 1 is other and remaining is not preferred to say about the same. Therefore, majority of
respondents are male that are interested to answer all questions effectively.
Table 2: Age
Q2 Please indicates your age? Frequency
a) 17-32 years 15
b) 35-40 Years 3
c) 45+ years 2
d) Prefer not to say 1
22

Interpretation: From the above mentioned table or graph, it has been determined
demographic information. 15 out of 20 respondents are under the age group of 17-32 years. 3 are
35-40 years 2 are under 45+ and remaining neither are not interested to say anything. Therefore,
most of the respondents are under the 17-32 years.
Results
This is a part of data analysis that introduces to the procedure of assessing collected data
from through research analytical technique. According to the current dissertation, quantitative
data was gathered from questionnaire and for analysing such type of data; there will be need of
using “Frequency distribution analysis” as a research analytical technique. Main reason behind
the selection of frequency distribution analysis is it offers valid outcomes that turn to effects in
accomplishment of each objective effectively. Thus, frequency distribution analysis of the
present dissertation is stated as under in tabular form. This is:
Q3 Do you have knowledge about the impact of Covid 19 on Nandos
within hospitality industry?
Frequency
a) Yes 15
b) No 3
c) Can’t say 2
Q4 Which challenges Nandos facing due to COVID-19? Frequency
a) Reduced sales 5
b) Decreased business performance 5
23

c) Increased employees turnover 5
d) Reduced supply and demand spicy peri-peri chicken 5
Q5 What is the effect of COVID on Nandos’s business strategy? Frequency
a) Accelerating digital transformation 7
b) Establishing variable cost structures 6
c) Implementing agile operations 7
Q6 How Covid 19 has impacted on business operations of Nandos within
hospitality industry?
Frequency
a) Changed consumer behavior 7
b) Changes in supply chain 7
c) Demand disruptions 6
Q7 What are the actions that can be taken by Nandos for overcoming the
impact of Covid 19 on their business operations and strategy?
Frequency
a) Recognize the influence of demand disruptions 6
b) Manage staff safety and flexibility 4
c) Rebalance physical production network assets 5
d) Leverage digital capabilities 5
Q8 What are the main models of change management that would be
required by Nandos for managing the issue of Covid 19?
Frequency
a) Kotter's 8-step change model 5
b) Lewin's change management model 9
c) PDCA change management model 6
Q9 According to you, Lewin's change management model helps Nandos
in implementing of change for reducing the impact of Covid 19?
Frequency
a) Yes 15
b) No 5
Q10 What are the ways that would help in protecting of workplace from
Covid 19 that should be undertaken by Nandos?
Frequency
a) Frequent hand-washing 6
b) Wearing of masks where distancing is not possible 7
c) Regular environmental cleaning and disinfection 7
24

Q11 What are the ways for attracting customers towards Nandos during
Covid 19?
Frequency
a) Keep up line of communications 8
b) Adopt marketing to the current climate 5
c) Reward customer loyalty with discounts 7
Q12 What strategies require to implement by Nandos for overcoming the
major effects of Covid 19 on workplace?
Frequency
a) Automatic Hand sanitizer 5
b) Fever screening machine 7
c) Adoption of health and safety act 1974 8
Q13 What benefits that would be gained by Nandos by reducing the
effects of Covid 19 within a workplace?
Frequency
a) Reduced employee turnover 9
b) Increased performance 6
c) Improved productivity 5
Q14 Does reduced employee turnover help Nandos in achievement of
competitive advantages?
Frequency
a) Yes 16
b) No 4
Q15 What are the effective strategies that would be adopted by Nandos
for managing change effectively?
Frequency
a) Proper communication 7
b) Provide training to employees 8
c) Demonstrate strong leadership 5
Table 3: Knowledge about the impact of Covid 19 on Nandos within hospitality industry
Q3 Do you have knowledge about the impact of Covid 19 on Nandos
within hospitality industry?
Frequency
a) Yes 15
25

b) No 3
c) Can’t say 2
Interpretation: It has been interpreted from the above mentioned graph that most of the
respondents had accurate understanding about the Covid 19 and its impact on hospitality
industry. For this, 15 said yes, 3 said no and rest of the participants can’t say about the same.
From the information collected for literature review from books, articles etc. sources discussed
that all employees of the company had knowledge about the Covid 19 and its negative impact on
business operations and strategies of company (Savosin, 2021).
Table 4: Challenges Nandos facing due to COVID-19
Q4 Which challenges Nandos facing due to COVID-19? Frequency
a) Reduced sales 5
b) Decreased business performance 5
c) Increased employees turnover 5
d) Reduced supply and demand spicy peri-peri chicken 5
26

Interpretation: It has been interpreted that there are various challenges faced by Nandos
during Covid 19. For this respondents had equal ratio about challenges. These are reduced sales,
decreased business performance, increased employee turnover and reduced supply and demand
spicy peri-peri chicken. These are major challenges that have direct impact over the brand image
of Nandos. Along with this, this information also collected for literature review that discussed
that there are various challenges faced by Nandos during the period of Covid 19 (Galanakis,
2021). These issues are similar with those issues that are identified from the primary data. It
means both primary and secondary information are interrelated with each other that result in
achievement of this objective in successful manner.
Table 5: Effect of COVID on Nandos’s business strategy
Q5 What is the effect of COVID on Nandos’s business strategy? Frequency
a) Recognize the influence of demand disruptions 7
b) Manage staff safety and flexibility 6
c) Rebalance physical production network assets 7
27

Interpretation: It has been determined that there are some effects of Covid 19 on
business strategies of Nandos. For this, 7 out of 20 respondents had view as accelerating digital
transformation is a major impact hat impact on company. 6 respondents had idea as
establishment of variable cost structure is a major challenge. Remaining 7 participants had view
as implementation of agile operations is a main effect of Covid 19 on business operations of
Nandos. Also it has been analysed from the information collected from articles, journals books
etc. sources for literature review that Covid 19 directly impacts on business strategy of Nandos
(Singh and et. al., 2020). These effects are similar with those effects that are identified from the
questionnaire. Thus, this information helped researcher in achievement of research aim and
objectives in successful manner.
Table 6: Covid 19 has impacted on business operations of Nandos within hospitality industry
Q6 How Covid 19 has impacted on business operations of Nandos within
hospitality industry?
Frequency
a) Changed consumer behavior 7
b) Changes in supply chain 7
c) Demand disruptions 6
28

Interpretation: There are various impacts of Covid 19 on business operations of Nandos.
For this, 7 participants had opinion as changed customer behaviour is a main impact on operation
because it reduced business sales. Other 7 had knowledge as change in supply chain is main
impact that negatively impact on product production. Remaining 6 employees of Nandos had
idea as demand disruption is main impact because during Covid 19 no one is preferred to eat
chicken. Along with this, there are different impacts identified from the secondary data collected
from the literature review, which are similar with the primary data (Jain, 2020). This is important
and helped researcher in achievement of this objective in effective and successful manner.
Table 7: Actions that can be taken by Nandos for overcoming the impact of Covid 19 on their
business operations and strategy
Q7 What are the actions that can be taken by Nandos for overcoming the
impact of Covid 19 on their business operations and strategy?
Frequency
a) Understand the impact of demand disruptions 6
b) Manage workforce safety and flexibility 4
c) Rebalance physical production network assets 5
d) Leverage digital capabilities 5
29

Interpretation: There are different ways that are useful in overcoming the impact of
Covid 19 on the business operations and strategies. 6 respondents had ide as understanding the
impact of demand disruptions is a main way that reduces the impact of demand disruptions. 4
respondents had opinion as management of workforce safety and flexibility is reducing the
Covid 19 effect on business.5 respondents had knowledge as rebalance of physical production
network assets is essential in overcoming the impact of changes in supply chain. Remaining 5
respondents had idea as leveraging digital capabilities is important in changes customer
behaviour towards the brand.
Table 8: Main models of change management that would be required by Nandos for managing
the issue of Covid 19
Q8 What are the main models of change management that would be
required by Nandos for managing the issue of Covid 19?
Frequency
a) Kotter's 8-step change model 5
b) Lewin's change management model 9
c) PDCA change management model 6
30

Interpretation: There are different models of change management that are useful in
overcoming the impact of Covid 19 on Nandos. 5 respondents had knowledge as Kotter's 8-step
change model is useful because it includes various steps that are effective in change
management. These steps are create urgency, form a powerful coalition etc. 9 respondents that
are majority said as Lewin's change management model is effective because this effectively
manage change at workplace. Rest of the 6 respondents had view as PDCA is important model of
managing change within an organisation. Along with this, primary data is similar with the
secondary data gathered for literature review. In this, author said that all these are effective
models of change management but Lewin's change management model is more useful for
Nandos in management of change (Brewer and Sebby, 2021).
Table 9: Lewin's change management model helps Nandos in implementing of change for
reducing the impact of Covid 19
Q9 According to you, Lewin's change management model helps Nandos
in implementing of change for reducing the impact of Covid 19?
Frequency
a) Yes 15
b) No 5
31

Interpretation: According to the above stated data it has been discussed that Lewin's
change management model is useful for Nandos in implementing and managing of change within
an organisation. For this, 15 respondents said yes as this model helps account for both the
resistance and uncertainty to change that can be knowledgeable at all staff levels in an
organization. Left over 5 said no for the reason that they didn’t have any idea about the same.
Table 10: Key measures to protect against Covid 19 should be undertaken by Nandos
Q10 What key measures to protect against Covid 19 should be undertaken
by Nandos?
Frequency
a) Frequent hand-washing 6
b) Wearing of masks where distancing is not possible 7
c) Regular environmental cleaning and disinfection 7
32

Interpretation: There are various key measures that should be following by Nandos at
workplace for preventing the COVID 19 issue. 6 respondents had idea as frequent hand-washing
is important for preventing COVID 19 issue. 7 had view as wearing of masks where distancing is
not possible is important. Remaining 7 respondents had opinion as regular environmental
cleaning and disinfection is essential for reducing the effects of Covid 19 at workplace.
Table 11: Ways for attracting customers towards Nandos during Covid 19
Q11 What are the ways for attracting customers towards Nandos during
Covid 19?
Frequency
a) Keep up line of communications 8
b) Adopt marketing to the current climate 5
c) Reward customer loyalty with discounts 7
33

Interpretation: There are different ways that are useful in attracting of larger base of
customers towards the brand of Nandos. 8 respondents said as keep up line of communication is
important for communicating all information about the products to all customers. 5 respondents
had opinion as adoption of marketing according to the current climate is essential because it
attract various customers within minimum time. Rest of the 7 participant had knowledge as
reward customer loyalty with discount is essential because it retain customers for longer time
period.
Table 12: Strategies require to implementing by Nandos for overcoming the major effects of
Covid 19 on workplace
Q12 What strategies require to implement by Nandos for overcoming the
major effects of Covid 19 on workplace?
Frequency
a) Automatic Hand sanitizer 5
b) Fever screening machine 7
c) Adoption of health and safety act 1974 8
34

Interpretation: There are various strategies that are effective for Nandos in overcoming
the impact of Covid 19. 5 participants had opinion as using automatic hand sanitizer as it helps in
overcoming the gems of Covid 19. 7 had idea as using fever screening machine is important
because it protect all employees from one who have fever. Remaining 8 respondents had view as
adoption of health and safety act 1974 is essential because it protect all workers from the effects
of Covid 19.
Table 13: Benefits that would be gained by Nandos by reducing the effects of Covid 19 within a
workplace
Q13 What benefits that would be gained by Nandos by reducing the
effects of Covid 19 within a workplace?
Frequency
a) Reduced employee turnover 9
b) Increased performance 6
c) Improved productivity 5
35

Interpretation: There are various advantages gained by Nandos by securing workplace
from Covid 19. 9 respondents out of 20 said as it helps in reduction of high employee turnover
by increasing awareness about the workplace safety. 6 participants had opinion as it increased
business performance by reducing high employee turnover. Remaining 5 had view as it
facilitates them in improvement of productivity level.
Table 14: Reduction of employee turnover helps Nandos in achievement of competitive
advantages
Q14 Does reduced employee turnover help Nandos in achievement of
competitive advantages?
Frequency
a) Yes 16
b) No 4
36

Interpretation: From the above mentioned information, it has been determined that it I
important for Nandos to reduce high employee turnover because this will help them in attainment
of competitive advantages. For this statement, 16 respondents said yes, whereas 4 said no
because they dint’s had any idea about the same.
Table 15: Effective strategies that would be adopted by Nandos for managing change effectively
Q15 What are the effective strategies that would be adopted by Nandos
for managing change effectively?
Frequency
a) Proper communication 7
b) Provide training to employees 8
c) Demonstrate strong leadership 5
37

Interpretation: It has been interpreted from the above stated graph or table that there are
various strategies that are for Nandos in change management. 7 respondents had view as proper
communication is important strategy because with the help of this, Nandos can easily
communicate all information about the change to their all employees. 8 respondents had view as
providing training to employees is essential because it increase their knowledge about the
change. Rest of 5 participants had idea as demonstrating strong leadership is essential because it
will help employees by providing accurate guidance towards adoption of change at workplace.
Along with this, current data was also collected for literature review that is partially similar with
primary data. Communication is a similar strategy of change management that is identified from
both primary and secondary data. This is essential for investigator in accomplishment of this
objective in successful manner.
Summary
From the above findings, it has been summarised that all research questions are addressed
successfully. There are various effects of Covid 19 are identified from the primary and secondary
data that are increased employee turnover, reduced business perform etc. These issues impact on
business in negative impact. Lewin's change management is a model that used by Nandos for
managing change at workplace. Along with this, communication is an effective change
management strategy adopted by Nandos for managing change effectively and also overcoming
the effective of Covid 19.
38

CHAPTER 5: CONCLUSION
Introduction
This is an important section of the dissertation that includes accurate information about the
all chapters in systematic and clear manner (Rivera, Kizildag and Croes, 2021). Main purpose of
this chapter is to assist researcher by providing accurate information about the study that result in
achievement of research aim and objectives successfully. This part of the dissertation includes
information about the findings, research questions, recommendations, limitations and
suggestions for further study.
General conclusion
The majority of respondents are male under the age group of 17-32 years; it has been
concluded from the above findings. These respondents had accurate understanding regarding the
impacts of Covid 19 hospitality industry. These impacts are reduced sales, increased employee
turnover, reduced supply and demand of products, reduced business performance etc. These are
major impacts that have direct effect on brand image of the company. Along with this, there are
various effects of Covid 19 on business strategies as well as operations. These effects are;
accelerating digital transformation, establishing variable cost structures, implementing agile
operations, changed consumer behavior, changes in supply chain and demand disruptions. For
overcoming these impacts, different actions taken by company through the use of different ways
i.e. manage workforce safety and flexibility, understand the impact of demand disruptions,
rebalance physical production network assets and leverage digital capabilities. These ways are
effective and helped business organisation in reduction of issues associated with Covid 19.
There are also some change management models used for overcoming the effects of Covid
19. These models are PDCA change management model, Lewin’s change management model
and Kotter’s 8-step change model. All these are effective models but Lewin’s change
management model has been a selected model for managing change at workplace. It has been
concluded from above mentioned findings that there are some measures used by business
organisation for protecting a workplace from Covid 19. These measures are regular
environmental cleaning and disinfection, wearing of masks where distancing is not possible,
frequent hand-washing and many others. These are important measures for company in making
their workplace more safe and secure. Along with this, there are various ways used for attracting
39

customers during Covid 19. These ways are keep up line of communications, adopt marketing to
the current climate and reward customer loyalty with discounts. It is important for company to
implement some strategies for overcoming the effect of Covid 19. These strategies are
implementation of automatic hand sanitizer, fever screening machine and implementation of
health and safety act 1974. There are various advantages of mitigating the issue of Covid 19.
These benefits are reduced employee turnover, improved productivity and increased business
performance. There are various change management strategies used by company for
implementing and managing change effectively. These strategies are proper communication,
demonstrated strong leadership and providence of training to workers. Therefore, findings have
direct implication on dissertation. This helped researcher in achievement of each objective
through research questions.
Research questions conclusion
There are some research questions that have been addressed by researcher. There are some
information that are founded for answering each questions in systematic manner. These
questions are information is concluded as below:
What is the concept and models of change management?
From the above mentioned findings, it has been founded that change management is a broad
concept that helps an organisation in successfully implementing of any change at workplace. It
has been analysed that there are various change management models that are effective and useful
for company in management of change within a workplace. Researchers find out that Lewin’s
change management model is useful model for Nandos’s because this helps them in management
of change at workplace (Sackey and et. al., 2021). Lewin's change management model is easy to
know and implement within a business organization. Contrasting to other methods, the change
management model is easy to develop. It needs only some steps that can be performed in a short
span of time. There is also some information that was not founded. This information is;
effectiveness of Lewin's change management model in overcoming the effects of Covid 19. This
is major information that was not founded for this question.
Which challenges Nandos facing due to COVID-19?
It has been evaluated from the above mentioned findings that there are various challenges
that are faced by Nandos during the period of Covid 19. These challenges are reduced business
sales, high employee turnover, decreased performance and profitability. These are major
40

challenges that negative impact on company by decreasing their market share and reducing brand
image (Shapoval and et. al., 2021). Apart from this, there is also little information that has been
not founded by researcher. These information are related with the challenges of Covid 19 on
business strategy of Nandos.
What is the effect of COVID on Nandos’s operations?
From the above mentioned findings and information, it has been determined that for
addressing this question, there are various information that has been founded and not founded by
researcher. Information that is founded by researcher is related with the effects of Covid 19 on
operations of Nandos (Sharma and et. al., 2021). There are some data that are not founded by
researcher i.e. impact of Covid 19 on business performance, productivity etc.
Recommendations
From the above stated findings, it has been recommended that there are some ways or
measures that are effective for Nandos in overcoming the impact of Covid 19 on their operations
and strategies. The Covid 19 has impacted nearly every industry including hospitality. One of the
major issues of Covid 19 on business strategy in supply chains are being disrupted because of
higher air freight costs. This is a major challenge and for overcoming this, there is requirement
for digitize and automate non-core tasks. These tasks are automated labor scheduling, mobile
checkout processes and expand the use of self-checkout. For this, Nandos must provide remote-
management tools for in-house as well as field managers.
Shifting customer habits is another challenge that negatively and directly impact on sales
and profitability of Nandos. In order to overcome this challenge, Nandos should maintain close
contact with their potential customers. Company must ensure that their customers are known that
products are available at fast food chain restaurant. Enabling flexible product flow is also
essential for Nandos in reduction of the challenge of changing customer behaviour towards the
brand. For this, Nandos should ensure their product inventories align with the demand of
customers. Company must make their distribution canters much more flexible because today’s
most of the customers are purchase products only.
Operations and employee safety is third biggest challenge that faced by Nandos during the
period of Covid 19. For overcoming such type of challenge, Nandos can coordinate the all
activities between different business units, give essential information to the management team, as
well as communicate with workers, partners, and employees. Company should also create an
41

effective procedure for managing accurate decision under different scenarios. Nandos should
focus on workplace safety because it is important to safe all staff members.
Covid 19 has also impacted on operations for manufacturing units. Nandos faced this issue
that has impacted on their production and sales in negative manner. In order to mitigate this
challenge, there is responsibility of Nandos to ensure that team members come in at different
times because at workplace only 50% of staff require. Company should also develop their own
channel because misinformation can create biggest challenge for Nandos. By creating their own
channel, organisation can easily provide accurate information about their products and services
to the customers. This will help them in increasing of customer base and also increment in sales
that result in achievement of competitive advantages.
Errors and limitations
The limitations of the research are those features of design or methodology that influenced
or impacted the interpretation of the research findings from research. There are some limitations
and errors that have been identified from the research methodology (Thukral and Ratten, 2021).
These limitations are time constraints, limited access to data, lack of previous research studies on
the topic, issue with sample and selection etc. All these are major limitations that are explained
as below:
 Implementation of data collection method: If researcher not has experienced of collecting
primary information from participants, it is a major limitation. According to the current
dissertation, this is a main limitation because researcher doesn’t have any knowledge about
the use methods within data collection (Tuomi, Tussyadiah and Ashton, 2021).
 Sample size: This depends on the nature of the research issue. If sample size of the research
is too small, statistical information would not be capable to determine significant
relationships in data set. The significance of sample size is larger in quantitative studies as
compare to qualitative studies. According to the current dissertation, this is also a main
problem faced by researcher because there is a total number of participants are not sufficient
according to the title (Tuzovic, Kabadayi and Paluch, 2021).
 Lack of previous studies within the research area: Literature review is an essential part of
research as it facilitates to recognize the scope of study that has been completed so far in
research (Vo-Thanh and et. al., 2021). Findings of Literature review are used as the
foundation for the investigator to be built on to attain research objectives. This is also a main
42

limitation within a dissertation because there are lack of information available regarding the
effects of Covid 19 on operations and strategies of Nandos. This is direct impact on
researcher while collection of secondary information about the topic.
 Lack of time: This is a biggest limitation for this dissertation. This research is used for both
primary and secondary methods of data collection that result in maximum time needed.
Therefore, for completing this research, researcher has lack of time (Wieczorek-Kosmala,
2021).
Therefore, all these are major limitations that have direct effect on researcher while they
require completing full dissertation in systematic and successful manner.
Recommendations for further study
From the above mentioned conclusion and limitations, it has been recommended an
alternative research methodology for doing further study. Interview is an alternative research
methodology that helps researcher in collecting of qualitative data within less time and minimum
amount of cost. There are different advantages of using interview for further study. These are;
questions can be explained easier, useful for collecting in-depth information, more appropriate
for complex situation etc. These are major advantages of using questionnaire within a current
dissertation. This alternative research methodology will facilitate researcher by saving its time
and cost as well as facilitate them achieving of valid outcomes. Gantt chart will be used for
overcoming the impact of time (Yilmaz and Şahin, 2021). This is a time management tool that
would help researcher in completion of full dissertation within a given time period. This chart
includes starting and ending date of each activity that result in completion of full dissertation in
allotted time period. This tool will help researcher in further study and also facilitate in
achievement of each objective in successful manner.
43

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Appendix
Questionnaire
Q3 Do you have knowledge about the impact of Covid 19 on Nandos within hospitality industry?
a) Yes
b) No
c) Can’t say
Q4 Which challenges Nandos facing due to COVID-19?
a) Reduced sales
b) Decreased business performance
c) Increased employees turnover
d) Reduced supply and demand spicy peri-peri chicken
Q5 What is the effect of COVID on Nandos’s business strategy?
a) Accelerating digital transformation
b) Establishing variable cost structures
c) Implementing agile operations
Q6 How Covid 19 has impacted on business operations of Nandos within hospitality industry?
a) Changed consumer behavior
b) Changes in supply chain
c) Demand disruptions
Q7 What are the actions that can be taken by Nandos for overcoming the impact of Covid 19 on
their business operations and strategy?
a) Recognize the influence of demand disruptions
b) Manage staff safety and flexibility
c) Rebalance physical production network assets
d) Leverage digital capabilities
Q8 What are the main models of change management that would be required by Nandos for
managing the issue of Covid 19?
a) Kotter's 8-step change model
b) Lewin's change management model
c) PDCA change management model
47

Q9 According to you, Lewin's change management model helps Nandos in implementing of change
for reducing the impact of Covid 19?
a) Yes
b) No
Q10 What are the ways that would help in protecting of workplace from Covid 19 that should be
undertaken by Nandos?
a) Frequent hand-washing
b) Wearing of masks where distancing is not possible
c) Regular environmental cleaning and disinfection
Q11 What are the ways for attracting customers towards Nandos during Covid 19?
a) Keep up line of communications
b) Adopt marketing to the current climate
c) Reward customer loyalty with discounts
Q12 What strategies require to implement by Nandos for overcoming the major effects of Covid 19
on workplace?
a) Automatic Hand sanitizer
b) Fever screening machine
c) Adoption of health and safety act 1974
Q13 What benefits that would be gained by Nandos by reducing the effects of Covid 19 within a
workplace?
a) Reduced employee turnover
b) Increased performance
c) Improved productivity
Q14 Does reduced employee turnover help Nandos in achievement of competitive advantages?
a) Yes
b) No
Q15 What are the effective strategies that would be adopted by Nandos for managing change
effectively?
a) Proper communication
b) Provide training to employees
c) Demonstrate strong leadership
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