Community Engagement Report: Analyzing Nando's Restaurant Operations

This report provides a comprehensive analysis of Nando's, an international restaurant chain, focusing on its community engagement strategies. The report begins with an introduction to Nando's, its operational sector, size, structure, and core values. It identifies the company's target customers and their expectations, including the demand for high-quality, healthy food at reasonable prices. A SWOT analysis is included to assess the company's strengths, weaknesses, opportunities, and threats. The report also examines the crucial roles of employees in maintaining quality and improving customer experience, and emphasizes the importance of training and development in enhancing employee performance and company sustainability. Furthermore, it selects and explains the importance of a manager's role within the organization, detailing the required skills and knowledge. The report concludes by outlining training and development needs, such as expertise coaching and the use of advanced equipment. This report is contributed by a student to be published on the website Desklib. Desklib is a platform which provides all the necessary AI based study tools for students.

COMMUNITY
ENGAGEMENT

Table of Contents
Introduction......................................................................................................................................1
The sector in which it operates, the size, structure and explain its goals, mission and values...1
Identify its customers and what they expect from the organisation in terms of goods and/ or
services........................................................................................................................................2
Include a SWOT or PESTLE analysis to support your explanation...........................................2
Explain about the role of the employees within the organisation and how they support the
organisation achieve its goals .....................................................................................................4
Explain about training and development and why this is important to organisations................4
Select a role from your chosen organisation and explain the importance of this role to the
organisation ................................................................................................................................5
Explain the skills and knowledge needed to carry out the role...................................................5
Explain what training and development requirements need to be considered............................6
Conclusion.......................................................................................................................................6
.........................................................................................................................................................7

Introduction
Community engagement refers to the process in which group of people works together
for community in order to address those issues which impacts over its well being. It is
community oriented activity that contributes in building positive relationship among community
members (Habibi and et. al., 2014). This present report is based on Nando's, an international
dining restaurant founded in South Africa in1987. This restaurant is one among the leading
company who operates its business at in approximately 35 countries with 1000 outlets. This
report is going to provide detailed information on size and structure of Nando's. Further, it
describes about its targeted customers according to their offered products and services. It also
deeply conducts SWOT analysis in order to analyse their internal as well as external factors
which impacts over growth of company. Additionally, need and importance of training and
development sessions for Nando's are going to be elaborated.
The sector in which it operates, the size, structure and explain its goals, mission and values
Nando's is a top leading chain restaurant belongs to South Africa. This company is large in size
and operates its restaurants in numerous of countries with the medium of outlets. Nando's is
mainly offering its specialised Portuguese style chicken dishes in its outlets.
Organisational structure: Nando's follows flat organisational structure in which there
are few or no individuals between top level managers and sub-ordinates working in an
organisation. In this context, it will helps Nando's in satisfying its employees needs and
requirements which will make its workforce effective and efficient (Baldus, Voorhees and
Calantone, 2015). In this structure there are only three levels of management which are
managing director, managers and staff members, which helps the chosen organisation Nando's,
in saving costs and increasing its productivity. It also helps an organisation in making decision
making process easier as compared to other form of organisational structure.
Goals: The main goal of Nando's is to convince its customers that cost which they are
paying for its food products is worth it as they are providing best in quality Portuguese style
chicken dishes. They want to make reach middle class people by providing them their food
products at an affordable rate.

Mission: Nando's mission is to provide best in quality food product to their potential
customers at an affordable rate. They are committed to serve their customers with utmost
honesty and integrity.
Values: They value and respects everyone comes at their restaurant, whether they are
their customers or staff members.
Identify its customers and what they expect from the organisation in terms of goods and/ or
services
Food range of Nando's is mainly based on Portuguese theme based dishes which
generally attracts only those customers who are aware of this food range. It has been analysed
that main customers of Nando's basically belongs to those category which gives high importance
to healthy food. It can be said that this type of customer range only is few in number but they
easily gets ready to pay high amount for hygiene and healthy food (Mazerolle and et. al., 2012).
As per overall analysis it can be said that customer of every has its own expectation from the
company. In relation to customer range of Nando's, expectation of its customers towards the
product and services of this company are described as below:
High Quality healthy food: It is the main expectation of customer who belongs to every
range as they loves to get high quality to food products. Customers of Nando's expects from this
company to always avail healthy food to them as it will keep them away from diseases.
Economic prices: Another expectation of customers of Nando's is to offer healthy food
to its customers at economical prices. This expectation basically initiates from middle class
people as they good food with fine taste in their budget only.
Quick services: Nando's offers healthy food products to its customers which generally
consumes lots of time to get prepared effectively (O'Mara-Eves and et. al., 2013). Customers of
this restaurants expects quick services from the staff of outlet as its quiet boring for them to wait
for food for longer period of time.
Include a SWOT or PESTLE analysis to support your explanation

(Sources: Swot analysis, 2018)
Strengths Weakness
 Nando's is offering huge variety of
dishes of Portuguese food in
comparison to other restaurants at
reasonable prices.
 This company holds huge range of
franchise network which is beneficial in
enhancing its command over customer
across the world.
 The company offers healthy food to
customers by using flamed cooking
method (Wells and et. al., 2013). It
normally prepares food in open fire that
does not contain any fattening element
in their food.
 High concentration towards healthy
food results in avoiding big range of
customers that do not give preference
to healthy food.
 Huge range of franchises stores leads
to mismanagement of employees as
these employees are not getting proper
training which results negatively on
quality of food which is offered to
customers.
 The company is still technically
backward as it does offer services of
online booking of food products to its
customers.
Illustration 1: Swot analysis. 2018

 Nando's holds strong financial position
at market place because of variety of
franchised outlets which enhances its
revenue criteria.
Opportunity Threat
 Nando's can enrols into CSR activities
for enhancing its sustainability at
market place.
 The company can also go for some
more food range like adding variety of
breakfast food product to customers in
their menu.
 Increasing number of fast food
restaurant like KFC, McDonald's etc.
can become major threat for Nando's as
modern day customers feels highly
attracted to Junk food which is far
better in taste as compared to healthy
food items (Sarkissian and et. al.,
2012).
Explain about the role of the employees within the organisation and how they support the
organisation achieve its goals
Employees plays essential role within the organisation which ultimately contributes in
achievement of targeted goals and objective. In relation to Nando's role of its employees in
organisational growth are described as below:
Quality maintenance: First and foremost role of employee in restaurant is to maintain
quality of food products which are going to be offered to the customers. It has been analysed that
employees are the only one who contributes in achievement of goals of the company that are
related to quality (Batterham and et. al., 2014).
Improves customer experience: Employees also helps organisation in improving its
experiences of customers while using the products and dealing with them. It can be said that
employees has major contribution in retaining customers of restaurant by making their visit to
restaurant enjoyable and rememberable. As a result, positive customers experience retains them
to remain loyal with company which ultimately enhances profitability of company.

Explain about training and development and why this is important to organisations
Training and development sessions are highly beneficial for the company as it helps them
in improving skills of their existing employees which contributes in satisfying its customers (The
Importance of Training & Development in the Workplace, 2018). In relation to Nando's, the
popular restaurant is conducting various kinds of services to its customers such as sales training,
skills development session, employees training etc. In relation to Nando's training and
development sessions are highly important for this organisation in order to maintain its presence
across the world. Some of its effective importance are described below:
Enhances employees performance- Training and development sessions are highly
important for Nando's as its improves the skill of available workforce of restaurants. It can be
said that with improved skills employees are easily able to perform their job responsibilities in
less period of time (Johnston, Becker and Paton, 2012). As a result, they are able to achieve their
targeted goals and objective in more effective manner.
Increases sustainability of company: Importance of training and development session
can also be seen in the sustainability ratio of the company. It has been analysed that training and
development sessions helps Nando's in improving their existing products and services which
contributes in enhancing customers satisfaction of the company. As a result, improved customer
satisfaction helps in increasing sustainability of organisation at market place because satisfied
customers remains loyal with the company for long duration of time.
Select a role from your chosen organisation and explain the importance of this role to the
organisation
Nando's is an international level restaurant in South Africa that deals in Portuguese
cuisine. Manager of Nando's restaurant performs following roles as explained under:
Organise and implement: Most vital function of a manager is formulation of various
policies and their implementation for growth. Also managers at Nando's are responsible for
production management and ensure adequate amount pof raw materials and food stuffs to feed
their customers.
Direct: Provide necessary directions to subordinates regarding improvement of food
facilities,changes in menu etc. and provide them ample amount of guidance and knowledge so
that they can achieve their future goals and responsibilities (Balestrini and et. al., 2014).

Perform interpersonal role: Manager of Nando's like every manager performs
interpersonal role which is further divided into three categories namely figurehead- one who has
different social, ceremonial as well as legal responsibilities, leader – a leader is a person who
provides direction to his subordinates by leading and setting example.
These are some important functions that are performed by manager of Nando's to help it
achieve its targets on a timely basis.
Explain the skills and knowledge needed to carry out the role.
Every job or role requires some set of skills for efficiently working in an organisation.
Skills and knowledge required by managers of Nando's include:
Good communication: Communication acts as a lifeblood in every business concern. A
manager should definitely have excellent communication skills so that he is able to convince
people to do a given task.
Problem solving and decision making: As Nando's is an international cuisine based
restaurant it is expected to face many problems on their daily basis (Caldwell and Foth, 2014).
Therefore, its manager should be capable enough of handling these issues on daily basis.
Commercial awareness: If managers of Nando's want to progress and expand, it is
important that managers are aware about organisation's aims and objectives and also have an
understanding about the sector Nando's is operating in. Managers should possess ample amount
of knowledge and skills about political and economic factors that may affect its working.
Explain what training and development requirements need to be considered.
It is important for organisation to consider overall need and requirement of training
session in the company. In relation to top management of restaurant main need of training which
are analysed and considered by them are described as below:
Expertise coaching: It is important for organisation to avail expertise coaching to its
employees in order to develop their skills effectively. In relation to Nando's, it is important for its
employees to avail expertise coaching to employees so that they can get aware about their
specified job role.
Advanced equipment: Further, it is required by organisation to consider need of
equipment while providing training to its employees (Collier, 2014). In relation to Nando's, the
company only offers training to employees works in its franchise store with the help of advance

technology and equipment as outlet of this restaurant are spread across the world which requires
updated technology to communicate effectively.
Conclusion
As per the above mentioned report, it has been analysed that community engagement is
an effective process that helps organisation in achieving targeted goals and objective with
collaborative working. It has been observed having appropriate knowledge of mission, values,
goals and objective of company helps top management in increasing profitability of company. In
addition to this, Swot analysis helps company in identifying available opportunity for company
which helps in enhancing their profitability ratio. Apart from this, it can be said that by
identifying expectation of customers company as well as it employees can easily enhance
satisfaction level of customers. Along with this, training and development session contributes in
improving skills of employees which will directly enhance their profitability ratio.

REFERENCES
Books and Journals
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Mazerolle and et. al., 2012. Procedural justice, routine encounters and citizen perceptions of
police: Main findings from the Queensland Community Engagement Trial
(QCET). Journal of experimental criminology. 8(4). pp.343-367.
O'Mara-Eves and et. al., 2013. Community engagement to reduce inequalities in health: a
systematic review, meta-analysis and economic analysis. Public Health Research. 1(4).
Wells and et. al., 2013. Community-partnered cluster-randomized comparative effectiveness
trial of community engagement and planning or resources for services to address
depression disparities. Journal of general internal medicine. 28(10). pp.1268-1278.
Sarkissian and et. al., 2012. Kitchen table sustainability: Practical recipes for community
engagement with sustainability. Routledge.
Batterham and et. al., 2014. The OPtimising HEalth LIterAcy (Ophelia) process: study protocol
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health reform. BMC public health. 14(1). p.694.
Johnston, D., Becker, J. and Paton, D., 2012. Multi-agency community engagement during
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Prevention and Management: An International Journal. 21(2). pp.252-268.
Balestrini and et. al., 2014, April. Understanding sustained community engagement: a case study
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conference on Human factors in computing systems (pp. 2675-2684). ACM.
Collier, M. J., 2014. Community engagement and intercultural praxis. New York: Peter Lang.
Caldwell, G. A. and Foth, M., 2014, November. DIY media architecture: open and participatory
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Online
The Importance of Training & Development in the Workplace. 2018. [Online]. Available
Through: <https://smallbusiness.chron.com/importance-training-development-
workplace-10321.html>