BA HBM: Finest Catch Case Study - Operations Management Analysis

This case study examines the operational changes implemented at Finest Catch, a hotel established in Henley-in-Arden, focusing on the impact of these changes on performance objectives such as speed and dependability. The report applies the principles of throughput time and throughput rate to evaluate the efficiency and effectiveness of the new counter and self-service model, which replaced table reservations and waiter service. The analysis considers the challenges of change management, including employee resistance, and highlights the importance of adapting to meet customer needs and maintain a competitive market position. Ultimately, the study concludes that the changes, while initially challenging, can lead to improved efficiency, reduced dependency on staff, and enhanced customer satisfaction if managed effectively. Desklib provides students with access to similar case studies and solved assignments.

Finest catch case study

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Focusing on the TWO performance objectives most impacted on by these changes............3
Discuss and apply the principles of throughput time and throughput rate.............................4
Evaluate how the change in process has had an impact on efficiency and effectiveness......5
CONCLUSION................................................................................................................................6
REFERENCES:...............................................................................................................................7
Books and Journals.................................................................................................................7

INTRODUCTION
Hospitality operations management can be defined as the process of managing the overall
work in the organisation. There is need of managing the operations in effective manner so that
the hotel is able to attain goals and objectives effectively. There is need of adopting innovations
that are taking place in the market and adopting them in order to take lead in competitive market
(Torlak, Demir and Budur, 2019). This report is based on Finest Catch. It is a hotel that was
established in Henley- in-Arden in 2011. They are earning huge amount of profitability and loyal
customers. The company make changes in their operations at the current time. Before wards, the
customers were given the option of reserving the table and avoid waiting in que. The menu was
provided to them and the food order were also delivered to them at their seat. At the end, the bill
was also provided to them on their table. There is change in the operations that has taken place in
the hotel. They have started counter service and self-service where the customers have to order
by visiting the counters. The staff member is present there to take the orders. At the same time,
they have stopped the pre reservations in the hotel. There is discussion related to the changes that
have taken place in the hotel and principles of throughput time and throughput rate are applied.
In the end of the report, impact of change process on effectiveness of the hotel is mentioned.
MAIN BODY
Focusing on the TWO performance objectives most impacted on by these changes
There are changes that have taken place in Finest Catch. There focus in on enhancing their
performance and serving the needs of customers effectively. The process of change management
in important for the organisation and helps them to carry on the work effectively. They have
changes the operational design of the organisation that will help them to attain success
(Filimonau and Naumova, E., 2020). It is seen that there are different performance objectives
available for the company such as quality, speed, dependability, flexibility, and cost. It is
important to decide the objectives that will help Finest Catch to achieve their goals and
objectives effectively.
In regard to Finest Catch there are two main performance objectives that are as follows:
Speed: The company wants to enhance the speed of the work carried on the workers. They are
also human beings and this was causing delays in the order. There is need of enhancing the speed

and providing the order to the customers on time. This can be done by having two different
counters.
Dependability: Finest Catch analysed that they are highly dependent on the workers and staff
members. The change was carried on reduce the dependence and enhance flexibility in the
organisation (Li, and et.al., 2021). The use of such action will let them continue the work on the
day the staff members are less in numbers.
All these changes are necessary to achieve the performance objectives of the business
organisation. It is necessary to take proper care of the efficiency in the company.
Discuss and apply the principles of throughput time and throughput rate.
Throughput time in manufacturing is the amount of time needed for a product to pass
through a manufacturing process, it includes the whole process of converted from a group of raw
materials to a finished product or goods. The time required for something to pass through a
process of manufacturing process covers the entire period from when its enters the process to the
end product is generated the whole process include intervals like processing time, inspection
time, move time, queue time (Altin and et.al., 2018). The concept of this throughput time is fully
focused toward reducing time required for manufacturing process that will be beneficial for
Finest Catch. The throughout time is time which relates the product time which is calculated on
adding the four elements of manufacture processing are process time, inspection time, move
time, and that last the wait time. Process time is the time which is consumed by the industry in
producing the product and after this step product which is produced go through the inspection of
Finest Catch. Most of the manufacture and wholesalers are switching towards the lean
manufacturing processing just in time stock systematic. These manufacture is totally depending
on the efficiency of the and also helps in reducing the amount of time.
Throughput rate helps the individual to measure the rate at which the organisation
product process from start till the end. It helps to calculate the different items which is relevant
for the organisation. The product which the person measures might be tangible or intangible.
Finest catch is using this process to supply the best quality seafood products to the consumers in
the market (Knezević and et.al., 2021). On the other hand, it helps the organisation to measure
the rate of production to achieve necessary goals and objectives in the market. The company has
the benefit to develop different products according to the customer preferences.

Evaluate how the change in process has had an impact on efficiency and effectiveness
Finest Catch is able to carry on the activities in effective manner. They have conducted
proper research and analysed the process of change. They have set the performance objectives
that are necessary for them to carry on work properly (Leung, 2019). By reducing the
involvement of staff members, Finest Catch is able to carry on their work with better efficiency.
Now they find no delays in order nor the customers get wrong orders being delivered. This
enhances the efficiency of work in the company (Secchi, Roth and Verma, 2019). The use of
right tools and technique help the organisation to attain success. The change process takes a lot
of time. The employees of the company are resistant to change but it is beneficial for the Finest
Catch. By taking necessary actions and making the employees understand the importance of
change they are involved in the process. At the same time, the customers will also be able to
move in the hotel and enjoy the music and ambience of the place. The motive is to provide them
best quality of product that is prefer by the customers. The staff members are given training so
that they are able to carry on the activity effectively and enhance the sales of the business.

CONCLUSION
From the above report, it is concluded that there is key role of change management in the
business organisation. There is need of managing the operations of the organisation in such
manner that the success and profitability can be attained. The use of right actions and research by
the company help them to bring change. There is need of change in every business organisation.
It is up to the management how they are able to manage the change. The Finest Catch has
changes the process of taking orders and providing the same to the customers. The change in
necessity and helps the company to attain the objectives effectively. The use of right strategies
carried on by the Finer catch helps them to carry on overall work effectively. This has helped
them to reduce the dependency on the employees and staff members that will make them
successful player in the market. They are able to carry on their work with better effectiveness
and without any error. This makes the business organisation successful in the market and attain
successful position in the market. The necessary changes must be taken by the business
organisation as it assists them in carrying the needs and wants of customers. The business
organisation is working to have efficient market position as they are able to attain profitable
position. It is also analysed that the employees are resistant to change and it takes time to accept
the change in the organisation. The overall change process is beneficial for the business and they
are able to achieve their goals and objectives effectively.

REFERENCES:
Books and Journals
Altin, et.al., 2018. Performance measurement and management research in the hospitality and
tourism industry. International Journal of Contemporary Hospitality Management.
Filimonau, V. and Naumova, E., 2020. The blockchain technology and the scope of its
application in hospitality operations. International Journal of Hospitality Management, 87,
p.102383.
Knezević, N and et.al., 2021. Correlation of implementation of principles and functions of
management in hospitality business. Turizam, 25(3), pp.149-160.
Leung, R., 2019. Smart hospitality: Taiwan hotel stakeholder perspectives. Tourism Review.
Li et.al., 2021. A systematic review of AI technology-based service encounters: Implications for
hospitality and tourism operations. International Journal of Hospitality Management, 95,
p.102930.
Secchi, E., Roth, A. and Verma, R., 2019. The impact of service improvisation competence on
customer satisfaction: Evidence from the hospitality industry. Production and Operations
Management, 28(6), pp.1329-1346.
Torlak, N.G., Demir, A. and Budur, T., 2019. Impact of operations management strategies on
customer satisfaction and behavioral intentions at café-restaurants. International Journal of
Productivity and Performance Management.