Kiwanis International Pancake Day: A Business Report

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BUSINESS REPORT
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Table of Contents
Introduction...................................................................................................................... 3
Reasons behind customer dissatisfaction........................................................................4
Recommendations for improving operation processes....................................................6
Conclusion....................................................................................................................... 8
References.......................................................................................................................9
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Introduction
Kiwanis International is a global service organisation which has been dedicated to
helping needy people in the world. They organise a first annual fundraiser event, on first
Tuesday of November which is also Election Day as well. The game has been holding
from last many years but recently organising this event and managing this were quite
problematic and developing more problems for the customer's dissatisfaction as well.
The report includes different factors which are responsible for developing the
dissatisfaction of customers as well, such as long waiting lines, kitchen equipment,
small waiting areas and no supervising at the event. Few recommendations applying
different operational management theories will be discussed in this report.
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Reasons behind customer dissatisfaction
Kiwanis International is a global service organisation who is dedicated to improving the
world by helping needy people. For this, the company has been organising a charity
event called Kiwanis pancakes day, every year on Election Day (first Tuesday of
November). The company has been organising this event for raising fund for a long time
now. People loved to be a part of this event as they all like the intention of the charity
and the Pancakes as well. As the event is growing and getting popular, the
management of this event has been getting worse because now they have to manage a
lot of customers. The company has been a complete failure in organising and managing
this event, which was making customers dissatisfied because they have to wait for their
orders (Cho and Fjermestad, 2015). The whole event was a complete failure due to a
few factors which were affecting the management. The following were those reasons
which were responsible for mismanagement at Kiwanis pancakes day.
 The same line – It is considered to be the first and prime big reason for
increasing the waiting time. At the event, the customers only have one line, which
is long. There were all types of customers at the event, including all customers
eating in, taking out, small order or big order and the prepaid customer who were
buying with a ticket or those who were paying with cash. It was creating more
mismanagement. Dealing with all types of customers at one line was the biggest
reason for increasing the waiting time.
 Small waiting area – At the event, the waiting area was not enough for the
customers to take the entire customer get in. There was not enough space for
the entire customer to be able to wait there. If the company was trying to
organise the event at some large space, it would be better for the company to
provide big space to the customers which will be helpful to reduce the waiting
time (Poushneh and Vasquez-Parraga, 2017). A large area will be helpful to the
customers in order to fulfil the secondary purpose of the event, provide
customers with an opportunity to interact with each other’s and have fun as well.
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 Long waiting time – Between 5 to 7 there was huge rush there because their
people like to eat or collect pancakes at dinner services more often as well. At
the event, there was a huge customer rush between these times, which created
more problems at the management of this event. Total 31 per cent of customers
come by evening 5 to 7 as well. It creates big waiting lines outside in the
elements which will be created long waiting times.
 Single serving line – As the waiting line, there was the only line at the service
station. Customers have to collect pancakes from one station and then headed to
the next station, which was a meat station, later the drink station where they get
tea, coffee, milk or water. Then, at last, the customers headed to the dining area
as well. This single service line was created a longer waiting time for the
customer who develops much dissatisfaction among the customers.
 Friendly talks with cooks at the serving station – first it was a single serving
line, and the cooks seem quite friendly with every customer. The customers
usually spent a few minutes (until the pancakes grills) talking to the cooks, which
sometimes turn into a long conversation, which increased the waiting time for
other customers in the queue as well. It becomes really frustrating for other
customers sometimes (Cameron et al., 2016).
 Kitchen equipment – At the event, there was no advance kitchen equipment
using by the Kiwanis. The kitchen equipment was pretty old school and not able
to serve this much altogether. Only six stoves were installed there, and all the
equipment such as pancake batter dispenser and others are manually handled. A
cook can only serve six pancakes at a time, and sometimes customers were not
able to recognize that the cook has pancakes ready to serve there.
 No supervising – It was a huge event which is able to raise huge funds, and it is
one of those events which were popular among the customers. Such big events
must be supervised effectively, which will be helpful for better outcomes and
management as well. If Kiwanis organised and supervise the events effectively,
there would be fewer chances of mismanagement at the event (Karvinen, 2016).
Multiple level supervisions will be helpful to organise this event very helpful.
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Recommendations for improving operation processes
Kiwanis pancake day is one of the most important and popular events for raising fund
for those people who needs help, but there were a lot of issues which has been raising
recently in organising and managing the event. It is the prime reason for the
dissatisfaction of the customers as well. There were many above mentioned factors
which have been responsible for the customer dissatisfaction with the event. The
following were the few recommendations which would be helpful for organising the
event successfully.
 Multiple lines at waiting and service areas – The biggest issues which were
running in that event were long lines at waiting areas and services stations. The
main reason behind long waiting lines that there were only single lines at the
waiting area and service area. The plan should be to use their multiple lines
according to the orders and payments mode. According to the management
theory by Henri Fayol, planning would be an important part of management.
The company should try to divide lines according to the cash and prepaid
payment orders as well (Peaucelle and Guthrie, 2015). Same as the services
station, there must be at least two lines which will be helpful to reduce the burden
at waiting and services stations.
 More staff between 5 to 7 – The event was running for the entire day, but there
was a lot more customer rush during the dinner service hours such as 5 to 7.
During these hours, there is a huge burden at the employees and cooks at the
event. At a time, a cook can only dispense six pancakes which help to
understand that it should be required to hire more staff kitchen and counter staff
for evening shift which will be helpful for the company to organise a successful
event with no customer pressure as well (Noe, et al., 2015).
 Advance kitchen equipment – According to the BPR theory of management
( business process redesign), redesigning should be an important part when it
comes to adopting any change in any organisation or any event as well. The
equipment at the kitchen, which they have been using at the event, it would be
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difficult for them to decrease the pressure at the service or waiting for lines and
customers are dissatisfied only because of long waiting times (Xia et al., 2018). It
will be helpful to the event if the company started using advance kitchen
equipment at the kitchen because there are many advanced options that are
available
 Effective monitoring – Monitoring will be the most important part when it comes
to organise and manage anything. If the event has been effectively monitored
according to the given and pre-decided instructions or standards as well.
According to the BPM theory (Business process management), monitoring will
be considered as the most important part of any operation management process.
This theory helps to understand that for adopting any new changes. Monitoring
will be the most effective way to adopt any changes or execute any (Del Giudice.,
et al., 2018). In the entire event, there was no supervision at any level. It will be
helpful to the event if they adopt effective supervision to the event, which will be
helpful to execute all the changes and planning as well.
Figure 1Process Mapping
Source: Author
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Conclusion
Kiwanis International is an organisation which helps to organise the fundraiser event for
needy people all around the world. They have been organising this charity from last
many years. Nowadays the customer has been dissatisfied with the event
organisational management because of some factors. Those factors have been
including in this report, which is long waiting lines, old-styled kitchen equipment and
small waiting and services areas as well. Some recommendations with some theories of
organisation management have been addressed in this report as well.
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References
Del Giudice, M., Soto-Acosta, P., Carayannis, E. and Scuotto, V., 2018. Emerging
perspectives on business process management (BPM): IT-based processes and
ambidextrous organizations, theory and practice. Business Process Management
Journal, 24(5), pp.1070-1076.
Xia, L., Lin, N. and Li, Y., 2018, March. Research on Business Process Management of
Engineering Cost Consulting Enterprise. In 2nd International Conference on Economics
and Management, Education, Humanities and Social Sciences (EMEHSS 2018).
Atlantis Press.
Noe, R.A., Hollenbeck, J.R., Gerhart, B. and Wright, P.M., 2015. Human resources
management. Instructor, 2015.
Peaucelle, J.L. and Guthrie, C., 2015. Henri Fayol. In The Oxford Handbook of
Management Theorists.
Cho, Y. and Fjermestad, J., 2015. Using electronic customer relationship management
to maximize/minimize customer satisfaction/dissatisfaction. In Electronic Customer
Relationship Management (pp. 48-64). Routledge.
Poushneh, A. and Vasquez-Parraga, A.Z., 2017. CUSTOMER DISSATISFACTION
AND SATISFACTION WITH AUGMENTED REALITY IN SHOPPING AND
ENTERTAINMENT. Journal of Consumer Satisfaction, Dissatisfaction & Complaining
Behavior, 30
Karvinen-Niinikoski, S., 2016. Social work supervision: Contributing to innovative
knowledge production and open expertise. In Social work, critical reflection and the
learning organization (pp. 33-50). Routledge.
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