Operations Management and Service Excellence at Sushi Testu

This report provides a comprehensive analysis of the operations management and service excellence at Sushi Testu, a traditional Japanese sushi bar located in London. It begins with an introduction to the restaurant, including its location, layout, and the products and services offered, along with a discussion of its competitors. The report then delves into the operational processes, creating a process map to visualize the workflow, and applying the four V's framework to categorize the nature of operations. Furthermore, it examines the performance mapping of the restaurant. The methodology includes an analysis of Total Quality Management. The report concludes with an evaluation of the restaurant's operations, identifies issues such as late orders and quality concerns, and offers recommendations for improvement. This report provides a detailed overview of the restaurant's activities and offers insights into enhancing its operational efficiency and customer service.

OPERATIONS MANAGEMENT
AND SERVICE EXCELLENCE

Table of Contents
INTRODUCTION ...............................................................................................................................3
1. INTRODUCTION AND OVERVIEW............................................................................................3
Location- ...................................................................................................................................3
Layout- .......................................................................................................................................3
Product and services offered- .....................................................................................................4
Competitors- ...............................................................................................................................4
2. Operational process..........................................................................................................................4
Process Map- ..............................................................................................................................5
Four V's- .....................................................................................................................................7
Performance mapping ................................................................................................................8
3.METHODOLOGY- .................................................................................................................9
ANALYSIS OF TOTAL QUALITY MANAGEMENT ..........................................................9
4. Evaluation of Operations .............................................................................................................10
5.Recommendation ............................................................................................................................11
CONCLUSION ..................................................................................................................................11
REFERENCES...................................................................................................................................13

INTRODUCTION
Operation management defined as administration of business practice that helps to create the
highest level of efficiency possible with an enterprise. Operational excellence defined that embraces
that certain principles and tools that aids create sustainable improvement within a enterprise (Cheng
and et.al., 2019). This specifically deals with decisions required by operation managers for
simultaneous production and consumption of an intangible commodities. Additionally, service
excellence termed out as an ability of the provider to take initiatives to consistently meet and
manage expectation of customers. Therefore, this is process that defined as to focussing on needs of
customers, keeping the employees empowered and positive and continually improving the current
activities in workplace.
The present report is based on business activities of sushi Testu, it is traditional Japanese
sushi Bar that owned and run at small level. Therefore, its deals in wide range of services as sushi,
shashmi with many variety of sauces and ginger pickle. Additionally, this enterprise located at 12
Jerusalem Passage Farringdon, London, United Kingdom.
Furthermore, report will lay emphasise on activities as to provide an overview of the
organisation and its operation that inclusive of information as location, layout, product and services
offered, key operational process of the business with help of creating process map, four P's profile
and performance mapping. Lastly, report will analyse the operation of chosen operations with use of
tools and process of evaluation will be conducted.
1. INTRODUCTION AND OVERVIEW
Location-
The Sushi Testu is a traditional Japanese sushi restaurant and bar. The restaurant is run as
well as owned by the the husband and wife, Toru Takahashi and Harumi Takahashi. In the context of
location, it is stated that it offers its services to mainly local people of the UK. It operates in London
EC1V 4JP, UK. It offers its services and special food products via online and offline.
Advantages of location
 The main feature and advantage of this location is its menu has variety of food products
which give several options to customers to choose.
 Other main feature of this location and restaurant is food is being served in polished banana
leaf that is an attractive idea and way of attracting wider range of customers.
 Its infrastructure is also effective and attractive.
 Chef prepare live food as per the needs of customers which increases loyalty among
customers. They can also see the ethics which the company follows.
Disadvantages of location

 There are several features of this location and restaurant but it has some limitations. The
main limitation is Chef makes live food which can be harmful for them as competitors can
copy and imitate their way of producing food.
Layout-
The interior of the Restaurant is very decent and attractive. The products served by the restaurant are
sushi – nigiri and maki – and sashimi mostly. It is stated that it has effective areas for dinning. It has
U shaped dining for families, for couples and for possible members. It has the best bar design bar
designs. Chefs uses the best quality of food to enhance the food experience of the customer as well
as the chef personal interact with his customer and provide food according to their want, this
increase the satisfaction level of the customers. The approximate price for two people are 75 pound
sterling which including the wine and service charge (Al Shobakib, Abu Amuna and Abu Naser,
2017).
Product and services offered-
All the dishes are prepared by the chef Toru Takahashi alone. The chef is well known for his
five year work at Nobu restaurant in London as the sushi chef. Since the restaurant is located in
London and the city is not new to the Japanese food. There are many multinational as well as local
restaurant which provide Japanese food. Like Zuma London, ROKA Charlotte Street, Noba London
and many more. The reasons the restaurant is affected from both multinational and local business in
the market of Untied Kingdom because the restaurant provide high quality of food which increase
the price of the product and the local competitor are serving same food in less price then the Sushi
Testu.
Competitors-
Competitors in this industry have higher intensity which puts pressure on it to invest in
technology. This is the restaurant that considered as one of the hardest restaurant to book in the UK.
There are several restaurants and cafes in London, UK which are increasing competition in this
industry. By providing qualitative products at affordable prices other cafes and bars are attracting
customers and one of the main reason of competition is advanced technology. Therefore, the main
competitors of this entity are as The Araki, Umu, Yashini Sushi and Dining etc.
2. Operational process
The better operational system aids to keep the restaurant running smoothly. It is process that
aids to transform inputs to outputs. Therefore, in firms there are two types of operational process as
input and output. Input are the things that defined as raw materials, equipment, labour, information
and money (Davis, Lockwood and Pantelidis, 2018). Additionally, operational process of the

restaurant inclusive of activities that involved in the operation of preparation of food, cleaning,
purchasing material, accounting and reporting etc. Henceforth, the output can be defined as product
and services that includes the level of customer satisfaction after they have taken any service.
Additionally, better operating procedure must be framed as its gives employees of the restaurant
consistent instruction so that guest can enjoy the tasteful and professional dining
experience(Lovelock. and Patterson, 2015).
Therefore, the process mainly concerned with designing and controlling the production
process and redesign business operations. This is organized as set of activities or task that aids to
produce specific product and service (Islam, 2018). Thus, operational manager of the restaurant
responsible for maintaining revenue and quality goals. It is crucial to ensure and take steps to
maintain high production, quality, productivity and standards of customer service. Therefore, the
better operational procedure must be carried out so that loopholes can be identified. Additionally,
this aids to identify the loopholes within the enterprise so that overall operation in the enterprise can
get improved(Al Shobakib, Abu Amuna and Abu Naser, 2017).
Issue- One of the main issue that has been identified is that the customer are receiving late orders
and some dishes are having quality issues. Therefore, this are affecting the brand image of the
enterprise. Henceforth, quality and service promptness are crucial factor that helps to bring
systematic activities within the enterprise. Thus, quality and lack of services are one of the major
cause that can hamper the working of the enterprise in negative aspect.
Challenges- There are some challenges that can impact the working of the enterprise. Henceforth,
facilities of lack of training, ineffective recruitment process affects the working of the enterprise. In
order to mitigate the issues, the entity needs to overlook the training requirement so that each thing
can be done in smooth mode (Gupta, 2018). Therefore, it is crucial to apply the appropriate tools so
that issues can be sorted out and activities in restaurant can be done in smooth mode. There are
several theories and approaches of operational management that can help this restaurant in
accomplishing their goals and getting competitive advantages. Operational management theories
help the company in reducing wastes and improving quality of its products and services.
Six sigma and total quality management is the best approach which helps improves the
production process of this restaurant. Hotel industry is one of the industry who is responsible to
provide satisfactory services to customers. They are also responsible to improve corporate social
responsibility. With the help of both of these approaches, it can solve all problems realted to poor
quality and wastes.

Process Map-
It is defined as planning and management tool that aids to defines the flow of work.
Therefore, process for the restaurant contains several nodes and steps. Herein, the manager places an
order for sushi, sushi salad etc. At the same time, managers place the order for napkin, tissues,
sauces and carry out bags. Therefore, the next two nodes will look over to represent the receipt and
storage of the ordered items (Lovelock, and Patterson, 2015).
Therefore, the process continuous as employee enters a order into point of sale system. POS
displays the order information on the computer screens and look on the process of orders. It is visual
diagram that consists of multiple steps. Henceforth, the Sushi Testu uses the process for virtually
and productive operation. Restaurant managers can cooperate with the other members in order to
discuss the various plans regarding to enhance the profitability of the restaurant and also maintain
the good environment in the restaurant premises. They also maintain more communication with the
customers so that they get the honest feedback regarding the quality of food,services and other
products which needs improvement(Dinu, 2017)
Illustration 1: Process map for restaurant
(Source: Example of Restaurant Operations Flowchart, 2018)

From the stated above diagram it has been showed up that how operational process at the
restaurant operates. This aids to define the operational activities of restaurant and how the all steps
carried out. It is the well defined operational plan that aids to carry out the whole process in
systematic and smooth mode. Additionally, it has been stated out that before putting down the
restaurant plan into practice, it is crucial that all staff understands the work flow and their
responsibilities effectively(Dinu, 2017).
Four V's-
Every enterprise operates different process in some way. Thus, all process are needed to be
managed differently (Tsaur and Yen, 2019). Henceforth, varied product and service required
different skills and technologies to produce activities effectively. Furthermore, the process also gets
differ in terms of nature of demand for the product and services. Additionally, the nature of the
operations of the restaurant can be classified into four areas as-
 Volume of the product and service turnover.
 Variety dimension
 Visibility dimension
 Variation in demand for this service or product(Osborne, Radnor,and Strokosch, 2016).
1. Volume- It is defined as the process with the high value of the output will have the high
degree of repeatability. This means the same things happening again and again. In the
restaurant, the activities as to take the order for the same dishes from different customers,
prepare the orders and serve them all are repetitive (Wirtz and Zeithaml, 2018). It allows the
activities to be streamlined. So, it is crucial to formulate the special procedures and set down
in manual with the instructions. Thus, implication can be possible as this allows high volume
process that provides more opportunities to produce product and service at low cost.
2. Variety- It is all about the diversity. Thus, it is inclusive of the process that requires the high
variety of product and services. Additionally, they must contains the wide range of skills and
technology to carry out the firm operations. Thus, there is more complexity as it requires the
complexity in matching the needs and wants of customers. Therefore, it will also helps to
process restaurant activities effective and costly than the low variety ones(Lovelock. and
Patterson, 2015).
3. Variation- It is one of the challenging aspect of the process. All activities are needed to be
planned in advance. Thus, at the time when demand is variable or unpredictable than
resources has to be adjusted over the time. Additionally, the restaurant needs to have extra
resources to meet out at the time of unexpected demand.

4. Visibility- It is the stage that defines that how much of the process is experienced directly by
the customers and how much of the remaining process exposed to its customers. Henceforth,
the all process as preparing the food, usage of ingredients must be visible to the customers at
any time. Additionally, it can be stated out that high degree process has indirect control as
shortcoming can be spotted out easily. Thus, most of he restaurant should apply this as this
aids to build the quality focus and also supports to enhance the trust of the customer on the
operational activities of restaurant.(Naser, and Al Shobaki, 2017)
Performance mapping
It is a process through which the current operational process of organisation is understood
and changes are made as per requirements. With help of it performance is mapped on basis of five
elements that are cost effectiveness, dependability, flexibility, quality and speed. For this polar
diagram is used which helps in making easy to map performance. Polar diagram consists of
objectives that has to be attained by restaurant (Gupta, 2018). It can be analyzed that current
performance of abc is only focused on serving customers and generating revenue. So, it is required
that restaurant should reduce waiting time and improve quality of food. This will enable them to
serve more customers in less time and gain their satisfaction.
Moreover, it has been evaluated that process performance of restaurant is not effective. It
requires improvement throughout so that efficiency of staff is improved. So, due to this restaurant s
facing challenges. They are not able to provide service in required time. Thus, this map will enable
in making changes in process. A new process will be designed on basis of requirement and in this
way performance will be enhanced(Osborne, Radnor,and Strokosch, 2016). Therefore, the issue in
performance mapping can be caused due to lack of training, environment components and
motivators etc. In addition to this, Performance mapping drives our decisions when selecting
strategies and activities for training.

3.METHODOLOGY-
It is a system of broad principles from which particular methods may derive to solve the
various problems in the scope of a specified discipline. as it provides the theoretical analysis within
he body of methods and also the principles associated with a specified branch of knowledge. Here
methodology used is TQM .(Davis, Lockwood and Pantelidis,2018)
Total Quality Management (TQM)- it is a management style which focused on the continuous
improvement on a customer experience. it also ensuring that employees of Sushi Testu are up to
speed with the help of training. To hold all the parties involved within the production process is its
main goal(Lovelock. and Patterson, 2015). it is responsible for all overall quality of the final product
as well as services. TQM Approach can focused on both internal priorities and industry standards
It ensures that all the staff members of The Sushi Testu work together to achieve a common goal for
improving the quality of product and also improving the procedures that came under the place for
production.
This technique is applicable for all the departments within an individual organisation also. It asset
that all the employees can improve in each function within the organization(Tsaur and Yen 2019).
ANALYSIS OF TOTAL QUALITY MANAGEMENT
Customer focused-The main objective of the total quality management is to attain 100 %
satisfaction to the customers. it includes both the external as well as internal customers .There are
several methods which are used to determine the quality of product or services of The Sushi Testu
restaurant such as improved process of management but at last final result is measured by the
customer themselves. it helps the restaurant to improve its quality of food with the help of customers
and customers can also promote the restaurant if the taste of food offers to them is good in quality as
well as in taste. restaurant is good in taste. so it plays a major role in the
Ensure total employee involvement -it mainly focus on the environment of workplace where the
employees freely share their vireo and ideas ,as it leads to the happier and satisfied employees. It
leads to the better outcomes in terms of better quality. This concept helps Sushi Testu restaurant as
employees are free to share more innovative ideas helps to maintain the food quality and taste of the
food(Cheng. and etal., 2019).
Centres process-it is a process which follows centred approach which reduces the errors .it's main
goal is of zero deflects. The Sushi Testu restaurant mainly focuses on the process improvement plans
which helps to reduce errors while cooking food and eliminate the errors ,so that the quality can be

maintained(Calvo-Mora. and et.al , 2015).
Integrated approach-it is an integrated system. Here all the employees of an organisation should be
aware of well aware of mission as well as vision. Here the improved decision are not taken by the
top management but stakeholders also provide opportunities to express their views and share their
ideas. From this process The Sushi Testu restaurant maintain a happier environment as there is less
resistance to change environment(Lovelock and Patterson, 2015).
Continuous improvement- TQM focused on conterminous improvements from time to time ,as
there is always something new or innovate for any organisation 's products or services. There is no
end point of improvement. The Sushi Testu restaurant found that because of continuous
improvements they can make their restaurant more productive as,it resulted into the drastic changes
in the restaurant such as replacement of chef, changes in furnitures and decoration with more
funkiness so that the customers attract and helps to improve the profitability of restaurant(Islam,
2018).
Decision making facts-It helps the The Sushi Testu restaurant to make the decision which are never
based on the emotions as it is based on the facts and on data collected (Al Shobakib, Abu Amuna and
Abu Naser, 2017).
Communication- With the help of the effective communication process a firm's business can
success to a high level,as communication among the stakeholders are the crucial one. TQM
successfully implementation should supported for all the levels of the firm from the top management
to a low level workers . The Sushi Testu restaurant 's managers and employees can collaborate
across various department. with the help of communication such as raw products ,groceries and also
identifies suppliers areas of process improvement(Davis, Lockwood and Pantelidis,2018).
Strategic and systematic approach-finally analysis of TQM ,any organisation should have a
strategic plan which considers the quality as it primary unit. This helps Sushi Testu restaurant to
make the systematic plan as well approx.
4. Evaluation of Operations
From above it is analyzed that TQM is based on the 100% satisfactions the customers as
after applying different ensures to improve quality ,final result is calculated from the feedback of the
customers. It also provides employee involvement where they can share their ideas to the The Sushi
Testu restaurant (Laudon. and Laudon, 2016).
TQM is based on the integrated approach so that decision which needs improvement are not
taken by the top management alone but assoc with the other employers also. it alas o highlights the
continuous improvement timely such as changing of staff members,other improvement related to the

quality of foo. it also helps in making the decision process on the based on facts ,as no decisions are
taken based on the emotions. it also focuses on the communication process which is necessary for
the success of business. TQM finally analysis about the strategic plans where quantity is its primary
ingredient(Cheng. and etal., 2019).
Add more with examples and critic evaluation (positive and negative)
 Positive - They can highlight on the high quality products as well as reduces the wastages .It
also saves the time. It also helps to reduce turnover as well as provides the consistency to the
consumer value.
 Negative- this method is expensive to implement as well as needs long term resource. It
takes years to gives the results as it needs dedication,motivation as well as patience.
 The common issues to the TQM can be as lack of commitment by the management,
organisation culture, poor documentation, inadequate training of staff and ineffective
communication.
5.Recommendation
The Sushi Testu restaurant needs improvement in communication process among its various
employees and managers as communications play a major role in the success of business.
As per the above study it can be recommended to the company that it should make an effective use
of key performance indicator for improving quality of products and services which they provide to
their potential customers. The Sushi Testu Restaurant serves various dishes to their customers like
sea food, cutlet fishes, prawns, hand rolls, wide range of wines etc. So it can also be recommended
that it should focus on managing quality of foods items because nowadays people are becoming
more hygienic about their health so they prefer healthy and cholesterol free food items. By using
different and effective quality measurement tools it can provide qualitative food products and
services to customers and solve all issues which it is facing. With the help of Key performance
indicator this restaurant can evaluate its success at reaching targets and also oversee that how it is
achieving its business objectives as compare to its competitors.
Specific Problem and solution
Problem- Sushi restaurant provides the high quality food product with the high prizes that can hit
the restaurants.
Solution- They can maintain the high quality of food with the prizes so that middle class people also
came in the restaurant. Managers of the sushi can also do one thing that they can separate the menu
for the middle class people and high class people without compromising the quality. Such as reduce

the food items from the middle class clients that needed more cost for preparing.
The Sushi Testu Restaurant facing some other problems and challenges like lack of training and
recruitment process facilities, so it can be recommended to the restaurant that it should implement
and make use of 360 degree analysis tool which can help this restaurant in analysing all things in all
angles. With this tool, the Sushi Testu Restaurant can increase self awareness and improve training
and recruitment facilities.
The enterprise needs to take the initiatives to offer effective training facilities to the chef of quoted
enterprise so that operation activities of entity can be improved.
The chosen enterprise needs to render the quality services so that whole process of the business
activities can carried in effective and proficient manner.
CONCLUSION
From the above report it has been conclude that the Sushi Testu is small traditional Japanese
restaurant and bar located in London. This report is based on the Operation management and service
excellence of Sushi Testu. Firstly the report has highlighted about the overview and introduction of
the firm which included the location of the restaurant, layout and infrastructure, products and
services offered by the restaurant as well as the competitors of the restaurant in the market of
London.
This file has also discussed about the operational process and the problems faced by the
restaurant in operating the business activities with the helps of some specific models and tools like
process map, four V's profile and performance mapping. Along with this the report has also
discussed about the operational analysis in two parts methodology and analysis with helps of tools
such as Total quality management (TQM). At last the report has highlighted about the
recommendation to improve the operation activities of the company on the bases of current
operational statistical. It has been also summarized from above study that continuous improvement
framework and quality management approaches played a vital role for developing quality of
products. It has shown that the company has to face several challenges while making a plan and
operational process like ineffective workforce, lack of training facilities, delay in providing products
and services to customers. It has also shown the importance of implementing and using total quality
management approach as it helped the company to solve its quality related issues and problems. This
approach is customers oriented and integrated approach which supported the company to provide
higher quality of products and services.