Operation Management and Service Excellence at Ozone Coffee Roasters

This report provides a comprehensive analysis of Ozone Coffee Roasters, a London-based cafe, focusing on its operation management and service excellence. The study begins with an overview of the organization, including its history, location, capacity, operating hours, and service offerings. It then delves into the key operation management processes, such as order taking, stock control, human resource management, and the preparation process within the kitchen. The report applies the 4Vs of operation management – volume, variation, and variety – to assess the cafe's operational efficiency. It also includes a critical discussion of five performance objectives: quality, speed, dependability, flexibility, and cost. Furthermore, the report examines the organization's supply chain and identifies areas for improvement, offering justified recommendations to enhance operational effectiveness and customer satisfaction. The report provides a detailed understanding of Ozone Coffee Roasters' operational strategies and their impact on service delivery and business performance.

Running head: OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Operation Management and Service Excellence
Ozone Coffee Roasters
Student’s name:
Name of the University:
Author’s note:

1OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Table of Contents
1. Introduction and overview of the organisation Ozone Coffee Roasters......................................2
2. Key Operation Management process of Ozone Coffee Roasters................................................6
Order taking:....................................................................................................................................6
Stock control:...............................................................................................................................7
Professional service process in Ozone Coffee Roasters..............................................................7
Managing human resources:........................................................................................................8
Preparation process in kitchen.....................................................................................................8
4V’s of Operation management process:.....................................................................................9
Waste Management:..................................................................................................................12
3. Critical discussion of 5 performance objectives applying to Ozone Coffee Roasters...............13
i) Quality:...................................................................................................................................13
ii) Speed:....................................................................................................................................13
iii) Dependability:......................................................................................................................14
iv) Flexibility.............................................................................................................................15
v) Cost:.......................................................................................................................................15
4. Critical discussion the supply chain of the organisation Ozone Coffee Roasters.....................16
5. Identification of needs of improvement and recommending to the operation and justifying
rationale.........................................................................................................................................18
Reference List................................................................................................................................22
Appendix........................................................................................................................................24

2OPERATION MANAGEMENT AND SERVICE EXCELLENCE

3OPERATION MANAGEMENT AND SERVICE EXCELLENCE
1. Introduction and overview of the organisation Ozone Coffee Roasters
This study sheds light on highlighting the operation management process and service
excellence of a London-based cafe, Ozone Coffee Roasters. This cafe was established in the year
1998 with just three passionate founders in New Zealand. The management of this cafe demands
that Ozone Coffee Roasters connects the coffee lovers to coffee farmers.
Location and Capacity:
In the UK, Ozone Coffee Roasters started its venture in the UK in the year 2010 with 11
employees. Ozone Coffee Roasters has its cafe at 11 Leonard Street, London, EC2A 4AQ
(Ozonecoffee.co.uk 2017). Ozone Coffee Roasters is a coffee bar and eatery and it is one of the
well-known cafes for London people.
Figure 1: Location of Ozone Coffee Roasters in Leonard Street in London
(Source: Ozonecoffee.co.uk 2017)
This cafe offers thirty seats and sitting arrangement includes chairs and sofas. The whole
cafe and the lounge are centralised air-conditioned. Mainly professionals and young students
visit this cafe. Young professionals and tourists mainly visit the cafe for breakfast and lunch. In
addition, young students come occasionally for brunch. There are many local residents who
come to this cafe for sipping hot coffee and snacks.

4OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Considering the competitors, in Leonard Street, apart from Ozone Coffee Roasters,
Renzo is one such cafe and offers various types of coffee and snacks preparation. The ambience
of Renzo is nice and Renzo is cheaper than Ozone Coffee Roasters. The Book Club is another
cafe on Leonard Street and it offers coffee, snacks, burgers and alcoholic beverages too. The
Book Club is famous for cultural events and its cosy ambience. This cafe opens at 10 am and it
closes at midnight. Kaffeine is another famous cafe in London and it is near Great Titchfield. It
is mainly a coffee shop that offers hot coffee, cold coffee, espresso coffee and snacks to the
customers (Smith et al. 2014).
Figure 2: Seating area in Ozone Coffee Roasters
(Source: Ozonecoffee.co.uk 2017)
Operation hours:
Monday to Friday (7 am -10 pm) (Kitchen closes at 9 am)
Saturday to Sunday (8.30am -5.30pm) (Kitchen closes at 4.30pm)
Service and products:
Ozone Coffee Roasters offers breakfast, lunch, sweets, brunch and various types of
coffees and snacks to the customers. Ozone Coffee Roasters offers espresso coffee, cold coffee,
chocolaty coffee. There are various types of names that they have given their blended coffees,
Empire, Hodson, Brothers, Decaf, Urrutia and much more. Ozone Coffee Roasters provides

5OPERATION MANAGEMENT AND SERVICE EXCELLENCE
flavour in coffee as nougat, malt, caramel, orange, apricot and milk chocolate. Apart from
chocolate, snacks like baked stuff, sandwiches, cheesecakes, bagels and doughnuts are also
available in the cafe.
Most importantly, both males and females work as a staff and they have uniform during
working hours. During the visit, there were 10 staffs altogether who served the customers and
were responsible for making snacks and coffee for the customers. Moreover, they informed that
during the weekend, all 10 staffs are available, whereas, on weekdays, 8 staffs come on roaster
basis. At a time, 5 staffs work on a shift basis and the staffs have a rotational shift.
Figure 3: Allocated work member and organogram of Ozone Coffee Roasters
(Source: Self-developed)
The layout of the Cafe:
The layout of the cafe is simple. The whole cafe is decorated with expensive wooden
furniture and tiles. The counter has easy access to the customers. The chairs and sofas are soft
and eye-soothing coloured. Customers can sit either soft sofas or on ergonomic chairs. In case,
the occupancy of the cafe gets full, there is a lounge outside the main area where the customers
can wait. The snacks and coffee types are displayed well to show the customers of their
offerings. The cafe is a rectangular shape and all the four corners have seating areas and the

6OPERATION MANAGEMENT AND SERVICE EXCELLENCE
counter is in the left direction. Staffs play soft music inside the cafe and there is a parking lot
outside the cafe. Ozone Coffee Roasters got 4 stars from Food Hygiene Standards and the food
and coffee preparation techniques are transparent in this cafe (Ozonecoffee.co.uk 2017). There
are various types of snacks preparation machines and staffs use technologies in preparing coffees
and snacks. The average waiting time for the coffees and snacks is 5 minutes. The menu card lies
on the table and customers have to go to the counter in order to give their orders. The staffs
collect the money and take the orders. After that, the snacks and coffees are served to the
customers.
Figure 4: Layout of Ozone Coffee Roasters
(Source: Self-developed)

7OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Figure 5: Ambience of Ozone Coffee Roasters
(Source: Ozonecoffee.co.uk 2017)
2. Key Operation Management process of Ozone Coffee Roasters
Operation management enables the management to identify the customers and do the
day-to-day work within the cafe. As stated by Khanna (2015), operation management defines the
organisation's management of resources in order to create and provide services and products. In
Ozone Coffee Roasters, it is a small organisation and one staff has to play several tasks. Within
the organisation, transformed resources are materials, information and customers and
transforming resources are facilities and staffs. These can be called input resources. Process and
capacity efficiency is a success factor for a cafe as a cafe has to meet the fluctuation in demand
(Jacobs and Chase 2013).
Order taking:
In Ozone Coffee Roasters, when customers visit the cafe, staffs welcome the guests and
take the guests to the seating area. After that, the staffs go to the table to take the order. The
staffs provide the menu card and ask the guests about their orders. When the guests ask any
information, the staffs answer all with a smile. Staffs must ask the customers about the order in
the first approach (Heizer 2016). During the peak time, it is observed a queue in the billing

8OPERATION MANAGEMENT AND SERVICE EXCELLENCE
section and staffs can adjust the queue. Sometimes, staffs have to explain different portion sizes
to the guests and assist with the menu section and tell the guests about the time it may consume
to prepare. During the interview, the staffs affirmed that some of the customer's order for takes
away.
Stock control:
Stock in a cafe can be perishable and non-perishable; however, perishable items are
butter, cheese, yoghurts, milk and ice cream and non-perishable items are fruit cups, coffee
beans. Ozone Coffee Roasters order the coffee beans in every 7 days and raw material
management has been done on the responsibility of the staff. In inventory management, Ozone
Coffee Roasters follows the manual monitoring and automation. Firms always want to minimise
the stock out and the staffs should check the supply of raw materials and coffee beans (Osborne
et al. 2013). The staffs need to delegate the responsibility to control the inventory.
Professional service process in Ozone Coffee Roasters
Figure 6: Professional service process
(Source: Self-developed)

9OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Managing human resources:
The job design and managing human resource are the important aspect in a cafe. The
organisation culture of Ozone Coffee Roasters is to customer-first attitude. Human resource
operations include the job analysis, employee relationship and administrative services
(Krajewski et al. 2013). In decision-area of operational management, manager of the cafe sets
the week-off roasters for the employees to set the shifting hours and week-offs.
Preparation process in kitchen
Ozone Coffee Roasters has a small kitchen with all possible equipment; however, most of
the snacks and coffee are made in front of the customers to increase the transparency of the
process. During the lean hours in the morning, most of the preparation is done to smooth out the
preparation process in evening hours. Staffs in the kitchen can keep the preparation for the
position between bulk storage and cooking equipment to ensure the right flow of the pattern
(Koh et al. 2016). Different things keep segregated, i.e. snacks, flour, chicken, cakes, baking
ingredients.
Figure 7: Kitchen of Ozone Coffee Roasters
(Source:Ozonecoffee.co.uk 2017)

10OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Figure 8: Layout of kitchen
(Source: Self-developed)
4V’s of Operation management process:
Volume:
In cafe sector, the volume of the operation is the key to the business and the staffs have to
repeat their works daily (Osborne et al. 2013). The procedure and standards become same as
combining their work. While talking with the management, I came to know that Ozone Coffee
Roasters hire those employees who have specific knowledge in cafe and operation process of the
cafe. Ozone Coffee Roasters provides low-cost food items and they try to increase the volume of
production with lower labour. During the visit, I saw each staff was working hard and they do
various types of work. The staffs can handle 20 customers at a time. The high volume of snacks
and large coffee cups with low cost can increase the sales.
Day of the week Customers Booked
(per-hour)
Walk-ins (per hour) Total
Monday 4 43 47
Tuesday 5 45 50
Wednesday 7 50 57

11OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Thursday 3 34 37
Friday 12 67 79
Saturday 14 80 94
Sunday 19 96 105
Total (average total customers per-hour) 469
Table 1: Recorded approximately footfall of customers in Ozone Coffee Roasters
(Source: Self-developed)
Variation:
The cost of operation per unit cost can be kept low as the demand is relatively stable
(Baird 2014).The firms have to keep in touch with the customers' demands and calculation of
peak hours. Moreover, time-wise, the fluctuations of demands get vary. The staffs of Ozone
Coffee Roasters maintained that during evening and morning when the customers' footfalls are
high. Ozone Coffee Roasters updates with the demand of the customers and they have included
new coffee preparation like chocolate coffee and cold coffee. In addition, the staffs are given the
training to increase customer satisfaction process. Management of Ozone Coffee Roasters asks
the customers to put their remarks. Ozone Coffee Roasters need to operate the business in a way
that they should provide the customers with their demands. During the interview, one of the
staffs of Ozone Coffee Roasters commented that this cafe provides regular variation in season
basis. In the winter season, demand becomes high in Saturdays and Sundays. During the winter
season, Ozone Coffee Roasters surprises the customers with a variety of food items like chicken
based snacks, different flavoured coffee and pudding in various styles. Variation of food items
can also be followed through trends as trends are downward and upward movement in demand
(Campbell et al. 2016). In Ozone Coffee Roasters, when management sees growth or decline in
the selling of food items, they bring new variation.
Variety:
The services offered by the cafe must be available for wide varieties (Goetsch and Davis
2014).Ozone Coffee roasters provide a variety of coffee and snacks to the customers. The
variation in items can increase sale and increase the customers' footfall as well. This cafe offers

12OPERATION MANAGEMENT AND SERVICE EXCELLENCE
flavoured coffee, hot coffee, espresso, Latte, Cappuccino, cranberry, breakfast, baked eggs,
omelette, cakes, puddings and cold coffee. Customers gave the responses that Ozone Coffee
Roasters provides discount prices based on the last purchase from this cafe. The variety
dimension is high. Ozone Coffee Roasters follows high variety operations as the
transformational process is highly flexible. High variety operations can lead to high unit costs.
Ozone Coffee Roasters has small production that allows customisation of food items.
Breakfast Muffins, Pastries, sandwiches, cookies, coffee, Toasted fruit
bread, Seeded Rye, Toasted fruit bread, Seeded Rye
Lunch Soup, salads, sandwiches, coffee, pastries, cakes, Eggs Benedict,
Smoked haddock
Dinner Grilled meats, desserts, fresh chicken, Roasted Beefsteak,
Rosemary mushroom
Seasonal attractions Chicken burgers, pizza, mozzarella, huckleberry specialities
Table 2: Variety of food items available in Ozone Coffee Roasters
(Source: Ozonecoffeeroasters.com 2017)
Visibility:
As opined by Koh et al. (2016), visibility refers to the customers’ ability to see and it is a
process of merchandise. In the cafe, Ozone Coffee Roasters place the coffee machines and
snacks in a place that the customers can see these from any angle. In their website, the firm has a
‘merchandise' section, where they place various products for sale. The management of Ozone
Coffee Roasters demanded that they are trying to expand the business and making the cafe
healthier. The preparation process of coffee and snacks are done in front of the customers and
staffs wear a uniform, they use hygienic measures as well. This process increases transparency of
health and safety measures. Hence, the visibility is high. High visibility means short in waiting
tolerance and Ozone Coffee Roasters provides a high degree of customer contact skills as it
greatly affects the customers’ experiences. The preparation process and service perception play
an important role in the quality of service in Ozone Coffee Roasters.

13OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Waste Management:
As stated Slack (2015), 5s' system can be defined as a lean manufacturing process that
can develop the workplace efficiency and alienates the waste. The waste of defective means the
services and products not meeting the customers’ needs. In the kitchen of Ozone Coffee
Roasters, there are some defective wastes as the chefs use multiple processes.
 Sort strategy includes removing unnecessary items from the workplace and attaches the
removal tags to infrequently items. Ozone Coffee Roasters removes the unnecessary from
the work in operation process in inventory and stocks to make faster the work process.
Ozone Coffee Roasters parts the selection errors from the stocks and stores to eliminate
the wastes. Two staffs are designated to control waste elimination as it results to reduce
cost and improve quality.
 Set in order is the processOzone Coffee Roasters customises the work area in order to
improve the efficiency. This cafe has a counter on the left side and seating arrangements
are on all side. This process improves visual organisation to streamline the workforce. Set
in order process helps in moping and sweeping for the staffs and it increases the motion
of working with the staffs.
 As opined by Smith et al. (2014), shine is related to clean the workplace. Ozone Coffee
Roasters cleans the tools and equipment on daily basis by the staffs. During the visit, one
of the staffs said that Ozone Coffee Roasters finds and eliminates the sources of
contamination as it provides maximum stress on hygiene factor. The staffs of this cafe
have equipment knowledge and they have an idea in the preventive measure in
contamination of food.
 Standardise process helpsOzone Coffee Roasters create consistent workflows that can
assign and schedule the work. The management manages the work in a way that everyone
knows the responsibilities. The staffs of this cafe have the higher morale to ensure
cleaner environment as the managers control the staffs to make sure about consistent
delivery of services.
 Sustain processin Ozone Coffee Roasters needs to analyse the results and they need to
train the workforce to meet the organisational objectives in managing waste. During the
interviews, managers said that the staffs need to clean the toilets, kitchen, storerooms and

14OPERATION MANAGEMENT AND SERVICE EXCELLENCE
inventories in daily basis under the supervision of managers to provide visible evidence
of sustained improvement.
3. Critical discussion of 5 performance objectives applying to Ozone Coffee
Roasters
Café has been an integral part of global culture and customers visit the cafes for
innumerable time (Thaichen et al. 2014). Ozone Coffee Roasters has its corporate strategy and
identifies operational performance. Performance objectives of a café are to maintain the quality
of coffee and snacks with lessening the waiting time. The firm needs to configure the
performance objectives and operating environment.
i) Quality:
Customers’ expectation:
 Quality coffee and snacks
 Clear ambience and friendly environment
Café industry has been experiencing an increased market competition and service
excellence has become common to the customers (Heizer 2016). In a café, the service and food
quality of the existing market should be researched before the café starts its own. Ozone Coffee
Roasters takes pride in the quality of the snacks and coffee. The coffee beans are high quality
and coffee is produced on high-quality machines. Coffee beans are taken from Brazil and export
process has been done by export companies. The raw materials are fresh; moreover, coffee and
snacks are made after taking the orders. In the London market, there are other cafes too that
provide excellent qualities coffees and with many flavours. Some of the large cafes apply the
TQM (Total Quality Management) in order to identify the brand performance and reliability of
the food items. Ozone Coffee Roasters believes that quality means consistency in producing
service or products and quality helps the cafe to increase dependability and reduce cost.
ii) Speed:
Customers’ expectation:
 Less waiting time

15OPERATION MANAGEMENT AND SERVICE EXCELLENCE
 Fast billing
 Short queue
The speed factor can lower the operational cost and customers do not need to sit in the
café for long. Allocating the resources with speedy delivery can be possible only by skilled staffs
(Goetsch and Davis 2014). Waiting time reduces customers’ boredom and employees need to
excel in customer services. Customers averred that Ozone Coffee Roasters has average 5 minutes
of waiting time and speed make higher benefits in dependability factors. In the industry of the
UK, most of the cafes are fast-delivery services. During the weekend the customers have to wait
for 7 minutes compare to Renzo Cafe which provides services within 3-4 minutes. Ozone Coffee
Roasters provides values to the customers and it helps the cafe to reduce risks of forecasting time
and inventory.
Off-Peak Hours (14:00 -17:00)
Average time to be seated 1 minute
Average time to served food 5 minutes
All menu items available? Yes
Peak hours (11:30 -14:00) (18:00- 20:00)
Average time to be seated 3-4 minutes
Average time to served food 7-8 minutes
All menu items available? Not all times
Table 3: Recorded times of off-peak and peak hours
(Source: Self-developed)
iii) Dependability:
Customers’ expectation:
 Accept customers’ request
 Provide good services
According to Khanna (2015), dependability is the parameter through which the customers
can judge a café that it is performing as per the promises of the café. The customers place the
orders and they can judge the performance of the individuals and service quality. Ozone Coffee

16OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Roasters identifies the dependability and values through which the firm's performances can be
developed. Ozone Coffee Roasters takes the strategy of sustainable competitiveness. In the
market of UK café, there are others cafes that generate greater dependability through saving
money and time. Ozone Coffee Roasters opens from 7.30 am on weekdays so that the customers
can come in the early morning and for loyal customers, the firm provides discounts. The
customers of Ozone Coffee Roasters believe that food item will be delivered on time. Inside the
cafe, dependability saves the money, time and it also reduces the ineffective use of resources.
iv) Flexibility
Customers’ expectation:
 Friendly staffs
 Variety of choices in snacks and coffees
Flexibility means the organisation’s ability to bring change in the organisational process
(Baird 2014). This café brings two types of flexibility, delivery flexibility and service flexibility.
Ozone Coffee Roasters offers new or modified products to the customers and the staffs can
shorten the time of food delivery. In London, there are other cafes as well and they use mix
flexibility and volume flexibility. Staffs are knowledgeable and they can meet the customers’
requirement. The staffs are adjustable and Ozone Coffee Roasters follows the competitors to
upgrade them.
v) Cost:
Customers’ expectation:
 Reasonable price
 Best price in the market
It is the main performance objective of this café to lower the cost of the offerings. In the
London, there are many cafes that offer similar services and items to the customers. There are
major players in the market that offer lower price products with big volume. The costs of the
coffee vary from £2 to £3 (Christopher 2016). Detecting the competitors can affect the sales of
the organisation and price positioning is needed to determine based on competitors’ price.
Food items Ozone Coffee Roasters Renzo Kaffine

17OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Espresso £2 £1.80 £2.20
Caramel Macchiato £2.50 £2.30 £2.70
Latte £3 £2.70 £3.30
Hot Chocolate £3 £3 £3.20
Café Mocha £4 £3.70 £4.30
Baked eggs £8.5 £7 £8.5
Sandwiches £4 £4.5 £4.7
Table 4: Price comparison of competitors of Cafe in London
(Source: Self-developed)
In order to decrease the cost of the operation, the process of operation needs to small and
raw materials should be bought from local suppliers. The investment in the technology can lower
the production in long-term (Christopher 2016). Ozone Coffee Roasters as POS system to
resolve the billing error.
4. Critical discussion the supply chain of the organisation Ozone Coffee
Roasters
Ozone Coffee Roasters follows the ethical sourcing and they believe in buying and
serving high-quality coffee that they have by ethically traded. In the London, this cafe takes the
coffee beans from the farms that are the third party. Like large organisations, Ozone Coffee
Roasters evaluates and rewards producers of high-quality coffee beans and sustainability grew
coffee (Campbell et al. 2016). Ozone Coffee Roasters takes the supply from the local farms with
quality Arabica coffee beans and they import quality coffee from Brazil. During the visit,
managers told that Ozone Coffee Roasters has its own farm in New Zealand; however, in
London, they have to take transport facility in importing the coffee beans and other raw materials
from local and international suppliers. However, the main focus is on the building and prospering
the communities. The staffs of Ozone Coffee Roasters visit the coffee suppliers to check the
quality of coffee beans. In the UK, there is no such coffee growing field apart from Cornwall;

18OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Ozone Coffee takes help from local suppliers in coffee import from Brazil and New Zealand.
Milk is supplied by the local suppliers in the cafe.
Raw materials:
 Coffee beans
 Coffee powder
 Milk
 Sugar
Suppliers:
 Coffee Omega UK Ltd.
 Coffee World (UK)
 Coffee Suppliers Direct Ltd
 Limini Coffee
In the production phase, the raw materials move from the supplier and the coffee beans
then roasted and cooled down in the production phase. After that, the coffee beans blend and
grind in the storehouse for better flavour (Goetsch and Davis 2014). Ozone Coffee Roasters has
its storehouse in the London where coffee beans are turned into coffee powder in the different
process.
In transportation phase, the coffee powder goes for transportation phase and it is included
transport activities with distributing to the cafe. Transport of the coffee beans first goes to the
roasting storehouse and then, it comes to the cafe. Then, in the cafe, it comes to the consumption
phase and waste comes from this phase. Ozone Coffee Roasters uses outsourcing by contracting
to the third party in taking the coffee beans from the local coffee import companies. In case of
logistics, the cafe also takes help of local logistics companies as it helps to leverage the
resources. As commented by Campbell et al. (2016), outsourcing in supply chain gives flexibility
with cost saving.

19OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Figure 9: Supply chain management of Ozone Coffee Roasters
(Source: Self-researched)
Ozone Coffee Roasters takes dairy products from the Horsley Dairy supplier and in case
of milk, dairy products and sift milk, this firm uses only one supplier. Moreover, in takeaway
boxes and packets, Ozone Coffee Roasters has a long-term contract with local companies.
5. Identification of needs of improvement and recommending to the operation
and justifying rationale
a. Inventory Management

20OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Inventory is the biggest expenses, however; managers complained about stolen
inventories as it is considered as direct cash loss.Ozone Coffee Roasters have been facing the
issue of order quantity and safety stock that can lead time to represent source of inventory
problem.The management of Ozone Coffee Roasters needs to keep the constant check of
inventory and the managers can assign a team to organise inventory management. The managers
need to establish a routine for inventory management to identify the correct problems. Par level
is defined as the minimum quantity that is needed to have in inventory to make it to next
delivery. Managing human resources through management by providing training and education
can increase the customer satisfaction also and it increases in speed of operations. Ozone Coffee
Roasters can develop the internal customer-supplier relationship. Management of Ozone Coffee
Roasters can provide on-the-job training to the staffs so that they can provide high-quality
customer satisfaction. In order to improve the process in the supply chain, the organisation can
recruit the sustainable supply chain where fewer vehicles should be used. The firm needs to
identify the waste with elimination.
b. Reduce waste
Managing the waste is very important operation in Ozone Coffee Roasters and the
management trains the employees to prioritise and forecast about inventories. Ozone Coffee
Roasters faces issue of solid waste hauling and they fail to deliver customised waste pick up
plan.In addition, Ozone Coffee Roasters does not have organics recycling and they have been
facing the issue of naturally efficient disposals that can provide benefit of community, restaurant
and environment as well. Moreover, Ozone Coffee Roasters does not have single stream
recycling; hence the diversion rate is high. The waste management technique must follow to save
money and maximise the profit. The management of Ozone Coffee Roasters needs to create a
waste management team and they can further use new equipment and technologies to reduce the
waste that can harm the environment. Inventory costs money to maintain the things at right
condition and staffs of Ozone Coffee Roasters should play an important role in deciding
inventory demands. Overproduction is an important aspect of café industry as it can be either
firm offers too much or too little to the customers.Some of the chicken based foods create more
waste and these wastes have to send to dump through transportation. Therefore, it leads cost,
hence, Ozone Coffee Roasters can think of recycling within the cafe.

21OPERATION MANAGEMENT AND SERVICE EXCELLENCE
c. Maintain good speed of service
During the peak hours, it is difficult to maintain the speed of service sometimes for
Ozone Coffee Roasters' staffs. I saw during peak hours that staffs were confused as they did not
have idea what to do first. Some were preparing food, some were greeting customers and some
were cleaning the tables. It is needed to do proper division of tasks from the side of management
what would be the staffs’ work division. Ozone Coffee Roasters have been facing the issue of
special equipments that make the preparation of food easier and faster. Managers do not motivate
the staffs and they do not have proper training plan. The objective of operation speed is to
minimise the time gap between orders and provide the food items to the customers (Osborne et
al. 2013). The internal approach of speed will reduce the cost of operation. Skilled employees
and right allocation of an operating process can increase the speed in working and it helps to gain
service competitiveness. On the weekends, Ozone Coffee Roasters can keep extra 3-4 staffs in
the café in order to increase the speed. Special equipment and technology can increase the speed;
therefore, Ozone Coffee Roasters can employ more technologies and cafe equipment. Ozone
Coffee Roasters can take the Total System Approach in order to bring the overall flow. The firm
can bring new technologies where the staffs can quickly take orders and give the services. Mix
flexibility services will be helpful for this café as much flexibility will offer the customers
special change.
Renzo Kaffeine Ozone Coffee
Roasters
Monday 10:00-21:00 12:00- 23:00 12:00 – 22:00
Tuesday 10:00-21:00 12:00- 23:00 12:00 – 22:00
Wednesday 10:00-21:00 12:00- 23:00 12:00 – 22:00
Thursday 10:00-21:00 12:00- 23:00 12:00 – 22:00
Friday 10:00-21:00 12:00- 23:00 12:00 – 22:00
Saturday 10:00-22:00 12:00 - 14:30 12:00 – 22:00
Sunday 10:00-22:00 12:00- 14:30 12:00 – 22:00
Table 5: Ozone Coffee Roasters is trying to maintain competitive waiting time
(Source: Self-developed)

22OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Ozone Coffee Roasters can provide newspapers and Television facility so that the
customers cannot complain about waiting. In order to improve the dependability, Ozone Coffee
Roasters needs to ensure reservation should not overlap and if the café has no reservation,
waiting time would be reasonable.
d. Cost structure
Ozone Coffee Roasters is a quick-service restaurant and it has been facing challenges of
staffing. The cafe has to keep the price low to survive in the market; therefore they cannot
increase the number of staffs. They have been facing the issue of not controlling food cost as
they take the supply from different suppliers. Food and labour cost are prime cost in cafe and
restaurant industry. The cost structure of Ozone Coffee Roasters needs to evaluate. Ozone Coffee
Roasters can communicate through telecommunication and technologies with the stakeholders
without sending the staffs. Ozone Coffee Roasters can follow JIT approach to manage the
inventory and to increase the efficiency. JIT approach decreases the waste and it helps to reduce
the production cost. In case of online orders, the organisation needs a competent person in the
maintenance of work and customer satisfaction can be increased through quality products and
reasonable cost. Ozone Coffee Roasters can use the sequential flow of patterns in the operation
process in the cafe. In addition, this cafe can utilise predictable process of operation within the
organisation.

23OPERATION MANAGEMENT AND SERVICE EXCELLENCE
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25OPERATION MANAGEMENT AND SERVICE EXCELLENCE
Appendix
7:30AM to 11.30 AM
Soy Chia Pudding £4.5
Seeded Granola with yoghurt £5.5
Toasted fruit bread £5
Seeded rye £5.5
Bloody Mary £7.5
Peach Bellini £7.5
Aperol Spritz £7.5
12 Noon to 8PM
Portbello mushroom £8.9
Omelette £8.5
Baked eggs £8.5
Eggs Benedict £11.5
Smoked haddock £10.8
Roasted Beefsteak £4
Rosemary mushroom £3
Herbed avocado £3.5
Hot Drinks
Flat White £2.20
Espresso £2
Macchiato £2.50
Café Mocha £4
Skinny Latte £3
Spice Latte £2.50
Ice Cold Drinks
Milkshake £3
Sparkling water £1
Soda £1.50
Sandwiches
Cheese and Pickle £4
Chicken sweet and Mayo £ 3
bacon and lettuce £4
Table: Menu of Ozone Coffee Roasters
(Source: Ozonecoffeeroasters.co.uk 2017)