RS Chicken & Pizza: Operations Management and Service Report

This report examines the operations management and service excellence of RS Chicken & Pizza, a fast-food restaurant. It begins with an introduction to operations management and an overview of the business, including its location, customers, and competitors. The report then analyzes the key operations management processes used by the restaurant, such as the 4 V's model (volume, variety, variation, and visibility) and the 7 waste models (transport, inventory, motion, waiting, over-processing, overproduction, and defects). Furthermore, the report discusses the layout of the restaurant and the products and services offered. The core of the report focuses on the 5 performance objectives, including cost, quality, dependability, flexibility, and speed, and how they can be improved. The report also includes a discussion on the supply chain and a comparison of the quality process of RS Chicken & Pizza with that of a high-street retail restaurant. The report concludes with an overview of the key findings and recommendations.

Operations Management and
Service Excellence

Table of Contents
INTRODUCTION...........................................................................................................................1
INTRODUCTION AND OVERVIEW...........................................................................................1
Location, customer and competitors of business....................................................................1
Capacity..................................................................................................................................1
Layout.....................................................................................................................................1
Products and Service offered..................................................................................................2
OPERATION MANAGEMENT PROCESS...................................................................................2
Analysis of key processes used in operations.........................................................................2
5 PERFORMANCE OBJECTIVES................................................................................................6
Explains key performances and defines its improvements.....................................................6
Critically discuss about supply chain of the enterprise..........................................................8
Comparison of quality process of the chosen organisation with high street retail restaurant10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Operations management and service excellence is important part of all businesses which
is concerned with transformation of range of input to produce products and services. It includes
overseeing, designing and controlling the process of production and business operations that are
related with goods and services. Present report is based on RS Chicken & PIzza which is small
sector restaurant located at 506 High Road Ilford, IG1 1UE. They are also providing different
types of food products and beverages to customers. This fast food restaurant in open daily from
11 Am to 2 AM. In order to focus on the organisation, current report covers introduction and
overview of the business. Furthermore, it includes operations management processes that can be
support to the chosen enterprise. Moreover, it includes 5 performance objectives that can be
applied to the company.
INTRODUCTION AND OVERVIEW
Location, customer and competitors of business
RS Chicken & PIzza offers food in London market. They are also giving several types of
food and beverages products to attract many customers at workplace. Menu for RS Chicken &
PIzza continuously changed with pricing as well. There are different type of customers that
exists in the selected business. It includes adults, young adults, kids and teens. Every year around
3% adults continuously grow in business which creates profits and revenue at workplace. Young
adults are aged around 18 to 24 which constitutes 40% of total people in the enterprise. There are
various competitors are existing in UK of the selected business such as Hot Wok Kitchen, KFC,
Loving Hut, Herman restaurant etc.
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The RS Chicken & PIzza restaurant is located in the 506 High Road Ilford, IG1 1UE.
This area is dominating for restaurant, hotels and many other businesses. There are various
landmarks exists surrounding of RS Chicken & Pizza such as Seven King which is nearest
station. However, there are so many competitors also serves same product and services as RS
Chicken & PIzza restaurant.
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Illustration 1: Location of RS Chicken & PIzza restaurant

Capacity
As RS Chicken & PIzza is small sector organisation in UK so that it has less capacity to
serve products and services. Therefore, the organisation serve minimum number of people in
business environment. In addition to this, director of the business appoint full-time workers who
serve effective services to their customers. Each staff member serves their participation in
effective manner for functional layout in business. The selected fast food restaurant determines
their operations in systematic way which assists to perform functions and operations according to
customer demand.
Layout
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Illustration 2: Landmarks of RS Chicken & PIzza restaurant

From the above arrival chart, it can be stated that firstly guest arrival in the organisation
than they take reservation. In reservation, there are two options exist confirm or checking
availability. If there is confirmed reservation, they getting table and RS Chicken & PIzza
restaurant introduce menu. The organisation introduce menu according to customer requirement
whether it is non-veg or veg. The selected business mainly organised functions and operations
through carrying products such as chicken, fast food, Pizza, etc. When product and services
totally consumption by customer, cashier prepare bill which bring to table for checking. Then
waiters say thanks for coming and guest leave.
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Illustration 3: Arrival chart
Source: (Flowchart for Restaurant Operations, 2017)

Products and Service offered
RS Chicken & PIzza restaurant serve their products and services in effective manner
through carrying several products. Main product of RS Chicken & Pizza is non-veg such as
chicken panner, chicken chilli, etc. In addition to this, the selected enterprise also provides
chicken, burger, other fast food products.
OPERATION MANAGEMENT PROCESS
Analysis of key processes used in operations
All operations’ processes have some common things required, such as raw material,
knowledge, capital, equipment and time to produce outputs. It can be done in different ways that
are known as operation management process (Wirtz and Lovelock, 2016). In RS Chicken &
PIzza, following process has been used to develop effective results:
4 V's model
This model includes 4 elements that are known as volume, variety, variation and
visibility.
Volume dimension It determines that how many products and
services are consists within the organisation.
Therefore, it is essential for attain profits and
revenue within the businesses. It is the most
important function and element of RS Chicken
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Illustration 4: RS chicken and Pizza
Source: (RS Chicken & Pizza, 2017)

& PIzza. This is because, high volume at low
cost and fast food production is required in this
aspect. Volume of the operation is key which
determines business success. According to this
element, employee need to work effectively in
systematic manner. Hence, standards and
procedures must be carried out that provide
profitable results at workplace (Estampe,
Lamouri and Brahim-Djelloul, 2013). Small
sector business is unable to make effective
volume in products and services so that it is
essential to produce qualitative products and
services as per the customer requirement.
Variety dimension In respect of variety element, when
organisation provides different types of
products in market, they can easily accomplish
goals and objectives in successful aspect.
According to this element, RS Chicken &
PIzza needs to provide various varieties so that
productivity can be accomplished. Always
similar services reduce expectations of
customer so that it is essential to develop
products and services as per requirements of
them. In this way, the selected business
enterprise perform there functions and
operations through focus on material quality.
Each member completes their tasks which
creates higher results with increasing price of
products as well (Wirtz and Lovelock, 2016).
Variations dimension In Variation element, organisation need to
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concentrate on changes in each new product
which they made for undertake profitability.
One common example of variations is making
changes in each products and services that are
offered by the enterprise. In this aspect,
basically services are offered in flexible system
to build loyalty of customer regarding RS
Chicken & PIzza. With the help of low cost
more easily accomplish in variety of systems.
In respect to create several dimensions, the
selected business can improve their results in
successful manner.
Visibility dimension: Visibility is the main element that considered
high impact on customers in term of design,
packaging style and many other things. This
dimension is defined as ability of customer to
see products and track experiences in order
through operations process. High visibility
dimension includes tracking of packages on
online system to web design and advise with
new website in 4 to 8 weeks (Estampe,
Lamouri and Brahim-Djelloul, 2013). With the
help of service skills, employees of RS
Chicken & PIzza greatly affect customer
experience. When customers are able to see the
products and services quality, they can easily
participate to use it for completion of their
need.
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7 Waste models
The seven-waste model is based on lean manufacturing which aims to remove waste
material from the processes (Wirtz and Lovelock, 2016). It includes following elements in
manufacturing of products in RS Chicken & PIzza:
Transport: It is the process between transportation cost incurred due to value of products
and services. Excessive movement and handling the cost is need to be defines at workplace that
assists to handle damages and create opportunities for maintaining customer value.
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Illustration 5: V's model
Source: (4 V''s model, 2017)

Transportation can be difficult that increase perceived costs for moving of equipment and
processes closer together (Ostrom, Parasuraman and Voss, 2015). It is often hard to map the
product flow to make easier to visualize things in RS Chicken & PIzza. Due to small sector
business, the selected business face problem in transport so that it is essential to delivers
effective results in positive aspect.
Inventory: Work in process results from overproduction. Excess inventory tends to hide
the problem, that need to be identified and resolved to improve performances at workplace. Due
to increased inventory, there are so many things consume such as time, productive floor, delays
in identification of problems and inhibit communication. In order to achieve seamless flow in
work centre, RS Chicken & PIzza need to improve their customer services and slash inventories.
Motion: Further, waste is also related with the ergonomics which can be seen in blending,
stretching, reaching, walking, etc. (Buchbinder and Shanks, 2016). These all are safety issues,
that litigious society becoming more problem at workplace. RS Chicken & PIzza restaurant need
to focus on health and safety issues to redesign and improvement in plant personnel.
Waiting: Whenever goods are not moving to the processed, waste of waiting is occurring.
More than of 99% products life is traditional batch and queue manufacture which need to be
spend waiting in processed (Hadid and Afshin Mansouri, 2014). Due to poor material and
products, customers of RS Chicken & PIzza are dissatisfied from the operations. Therefore, it
requires long time and distance between work centres. In order to linking the process together,
feeds can be directly that is reduces waiting time.
Over-processing: Over-processing is also known as inappropriate processing. In the
selected business unit, expensive high precision equipment tools are needed to make effective
plant layout. In order to preceding or subsequent operations, high asset utilization need to be
recover for the equipment. In respect to recover high cost of equipment, older machine need to
be replaced for creating effective results (Estampe, Lamouri and Brahim-Djelloul, 2013).
Overproduction: Overproduction means manufacturing the items that required more than
actual requirements. It is costly for the manufacturing plant because it reduces smooth flow of
material that actually degrades productivity of RS Chicken & PIzza. The chosen company need
to set their production system just in time because they are providing food and drinks products
that are need to be manufacturing at same time. In order to reduce overproduction, a lot courage
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