Operations Management: Benihana Restaurant Performance Analysis Report

This report provides an analysis of Benihana restaurant's operations management, focusing on factors impacting performance, decision-making processes, and the application of relevant theories. The report begins with an executive summary highlighting the competitive market and the need for stakeholder involvement. It addresses the importance of evaluating restaurant capacity, throughput, and space utilization. The report also examines the impact of decisions such as including a bar, batching techniques, and changes to dining times. Furthermore, it explores strategies to improve performance, including price incentives, complementary services, and customer care. The report then delves into the application of queuing and constraints theories, highlighting their role in managing customer flow and optimizing service delivery. The analysis underscores the importance of skilled staff, technology, and continuous innovation in a dynamic market. The report concludes by emphasizing the significance of stable management and customer-focused strategies for the restaurant's success.

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BUSINESS IN OPERATION MANAGEMENT
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Executive Summary
Technology advancement and innovation have led to massive competition in many
service industries. Businesses have opted to come up with favorable measures to attract
customers. Benihana restaurant operates in a competitive market that requires total involvement
of all stakeholders for its growth. It's the responsibility of each department to co-ordinate in
offering services to the customers. This report focuses on the impact of operation performance,
decision making processes and varies theory that is helpful to Benahina restaurant operation.

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Question 1
Benihana restaurant performance depends on varies factors. The manager and workers
must put much consideration on the following factors to ensure the business continues making a
profit. First, the restaurant capacity must be evaluated to ensure the restaurant accommodate
many customers. The idea of arranging tables with varies numbers of seats will help the waiters
and waitress to serve customers appropriately. Having comfortable seats and uncomfortable seat
mix was necessary to ensure customers don't seat long while taking meals to ensure other
customers access the restaurant.
Throughput is another factor that will help Benihana restaurant server the maximum
number of customers at a given time. Profit made by Benihana restaurant is directly proportional
to the number of customers the business serves on a particular day. It's the responsibility of the
manager to arrange workers in a systematic order to ensure customers are attended. With the
batching technique, one group is served by one waiter or waitress instead of two. From the
simulation process, one notices that batching help workers share responsibility hence ensuring
many customers are attended in a systematic order.
Proper utilization of the restaurant space ensures that customers are appropriately served
hence retaining and attracting more customers. The idea of including a bar in the restaurant was
fantastic customers could take drinks waiting for meals. The bar seats occupy small space, and
people take time to finish drinking in the meantime waiters will be attending to other customers,
especially during rush hours. Proper utilization of workers is essential in ensuring workers are
served well hence increasing profit. Constant changing dining timetable is also necessary to

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ensure the restaurant serves customers all day regardless of their meal breaks (Min & Park.,
2008).
The management decision to include bar could have affected customers who don't drink.
Some customers like taking meals in a quiet place without alcohol smell. The idea could be
necessary for the business to attract more customers and fulfill all their needs, but at the same
time, some customers may have been affected. Batching technique that reorganized workers
operation where one worker serves one group could have angered some customers who prefer
specific staff to help them.
The decision of rearranging the seat for people to sit in a group could have turned out
unfavorable to some customers. Some customers may not like the idea of seating in groups;
hence some may not take the usual meals they may be having before. Also, some may need to
spend more time eating while relaxing; therefore, the group idea could have affected them. It will
take time for people to adjust, but some may stop taking meal in Benihana restaurant, thus
reducing profit.
Changing dining time length affects most customers who are used to the initial timeline.
The restaurant has been operating for an extended period; hence people could have adjusted to
Benihana dinning timetable. After a sudden change, some customers may seek service from
other restaurants with a dinning time suitable for their work schedule. Also, the business running
up to late hours might have affected some workers morale as some need time to relax and do
personal work.

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Question 2
Performance of the restaurant is improved by the following measures. First, with a
competitive environment, it's best to offer price incentives to customers as a mean of maintaining
customers. Mostly during rush hours where demand is high with little space it's a good idea to
give price incentives to keep customers waiting and staffs work hard to reach every customer.
Considering competition from other restaurants that might have plenty of food than Benihana,
the idea will help the business increase sales.
Developing complementary services within the restaurant also help to attract more
customers. Services such as Bank ATM, salons and cosmetic shops, kiosk and car wash are
among additional assistance that will attract customers by bringing essential services to close
customers. The complementary services run by the restaurant will help the business generate
more income.
Segmenting demand and promoting off-peak demand also help the business maintain
esteem customers and attract more customers. The restaurant needs to create a customer care
desk where customers can record their recommendation. It's the responsibility of the
management to customer's demand, for example, preparing specific food to them at affordable
price. The restaurant should hire and retain the best staffs that perform well and work hard.
Hiring an experienced chef will attract more customers because of best meals offered at the
restaurant.
Staffs should maintain a high standard of hygiene and serve with integrity. Most
customers like to eat in a clean environment with the best decorations. Following measures put in
place by varies, government agencies are essential in building confidence among the customers.

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Staffs need to use etiquettes while talking with customers as excellent communications skills will
betray the right image of the restaurant. Also, focusing on marketing is essential for the business
to reach a broad market. Modern technology, like advertising the restaurant on media, will be an
advantage for business growth. Technology will also help the chef, and another staff improves
their skill through learning via the internet.
Relevant theories that help Benihana restaurant improve service delivery include queuing
and constraints theories. Constraints theory helps in analyzing service performance level of the
restaurant. It focuses on a management strategy that the restaurant must invest in to fight
competitions and increase profit. It's essential in creating an excellent internal relationship
between workers which is cardinal in evaluating having sound management. The theory
identifies the limiting factor that affects the performance of the business and helps to improve
process flows. The theory categorically states that a single bottleneck determines the throughput
for a system (Tanizaki & Shimmura., 2017).
Queuing theory is essential in managing customers, especially during rush hours. The
profit the restaurant makes depends on the numbers of customers the restaurant serves. Managing
people and persuading them to wait is the most challenging issue that many business faces. A
good personal relationship is essential in understanding this theory. This theory involves many
factors, including when the many customers arrive; time customers spend taking meals and
number of people per table. The idea of customers seeking drinks at the bar as they wait for
meals and getting complementary services within the restaurant as they wait to be served is
typically implantation of queuing theory. The theory is necessary for people taking take away
food where they remain in a line to get the service.

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In conclude, Benihana restaurant management plays a significant role in simulation
operation. For the business to success, stable management and responsible workers are
mandatory. Technology plays a vital role in ensuring the company is in line with the market
thread. Investing more on customers' recommendation is essential in attracting more customers
for the success of the venture. Having experienced and skilled staff, such as a trained chef will
attract more customers. Lastly, constant training and innovation in any business are essential in
fighting very dynamic market competition.

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Reference
Min, H. and Park, B.I., 2008. Hybrid Data Envelopment Analysis and simulation methodology
for measuring capacity utilisation and throughput efficiency of container terminals. International
journal of logistics systems and management, 4(6), p.650.
Tanizaki, T. and Shimmura, T., 2017. Modeling and analysis method of restaurant service
process. Procedia CIRP, 62, pp.84-89.