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Introduction

Task and operational selection

Roosters restaurant Cambridge, is located in mill road, close to Anglia Ruskin University
and in a very busy environment, roosters is conveniently located for students, tourists and
locals. The information input is expressing what must go into the business to be processed,
and the information output is what is to be expected in the end of the procedure. The
mission or goal is to increase sales and market share. They have specific procedures to
follow in the business of ensuring greater customer satisfaction.

The shop is a small open space in which customers could 0rder chips and burger for a order
(single/double meat, lamb and chicken burger. Could choose from the menu list on the wall
of the customer service front desk .Obviously in this case there’s a significant waiting. The
Roosters provides the meal on at high price, low effective and the ineffective marketing and
technology is viewed with focused on customer satisfaction and producing a high-quality
product,

Roosters business is based largely on the impulsive choice of what is available. Many
people buy their business lunch, or dinners which offer not necessarily the best selection,
the most unreliable menu and slow order completion time. The business does not have edge
in regards to the overall quality and differentiation of their products. All products are of the
average quality and extremely high prices, will also attract middle- to low income
individuals looking for a fast, healthy, cost efficient meal.

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Volume: 3 low-medium volume, they produce by number of customer available per day.

The restaurant is small inside. There are few seats inside and despite this it can still be really
difficult to find a space to sit. They are really busy there and be prepared to queue for your
order. The food is the usual range of Burger fries, chicken and Most food is served straight
away though do take a while to get cooked. The prices are equal than the average high street
prices. The best time to eat there is afternoon after the lunch time rush has subsided. It’s quite
clean inside although it quickly gets dirty due to the volume of customers.

The volume dimension involves the systematisation of work, whereby standard processes are
set out in an operations manual. The implication of such structuring is that it gives a lower
unit cost, since fixed overheads such as rent are spread over a large number of products.
Variety: only chips, chicken and burger but, well define product. The variety
dimension requires more to be flexible and match its services to
customers needs.

Variation in demand: low variation in demand, and there is the other food outlets Offering
the same services with different varieties.

There are minor variations to choose from. The variation dimension considers how demand
patterns and seasonality influence sales volumes. Staff may be overstretched in high season
and the shops feel crowded, whereas low season gives rise to opportunity costs. Capacity
planning is essential..

Visibility: High, the process is total exposed to the costumers. The visibility dimension
concern is open operations and exposed to the customer. Standard restaurant equipment
includes refrigerators and preparation and cooking equipment. Cooking equipment includes
(open burners), deep fryers, broilers, ovens are expose to the customers

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Strategy

Techniques for improving operational performance have been developed

over the years – these provide structured ways of improving company
performance. To be able to improve performance effectively, it is
important to identify the particular factors of performance to work with. Furthermore,
it is important to find those factors that have a high impact on performance. Performance
improvement highlights processes and systems that need to be improved. Then, there is a
follow-up with an action plan to improve the outcomes. The five main performance
objectives are:

• Speed
• Cost
• Quality
• Dependability
• Flexibility

Speed-This is very slow because people have to wait for their meals in busy times, being
stuck in the queue, etc. As the line gets longer, people choose to by pass the restaurant and
dine elsewhere. Since queuing is on a strict first-in first-out basis; later customers are
generally not served until all previous customers have been taken care of the customer service
procedures is centred on focusing on one customer at a time. They are more concerned with
the quality of the service than the speed of the service. Employees usually take only one order
at a time. They then prepare that order while the customers wait. After the present customer is
satisfied, they move on to the next customer. This procedure allows great accuracy and
quality, but lacks speed customer care and cleanliness is the core strengths on which these
stores expanded. They created a corporate symbol and their advertisement campaigns were
highly successful in establishing the brand and product value is also its greatest strengths. It
gives great emphasis to human resources by satisfying both the customer and the employees.
Next is the innovation aspect wherein new products line up to catch up with the new trends
and tastes of the people. Its diversity into other new business ventures can also be considered
as its strengths. Roosters is amendable as it is now.

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Cost- charging is not much but can bring down its costs further. The limitation is that daily
specials will bring in a lot of customers but also make it harder.

Quality- In terms of quality of service to customers it is generally poor and needs Improved
the training process. Everything appeared to be focused around the business instead of the
customers. Employees were working at a slow pace, but it seemed like they had no time for
customers. They acted as if it was a burden for them to stop and answer. The atmosphere was
also very noisy. There was constant beeping, banging, and yelling coming from the service
area. They did not provide a pleasant ambiance for customers to dine in.

Dependability
if rooster opts for dual line layouts & a reliable system then without any doubt its customers
can rely on its operations. They will be sure that their meals will always be ready within a
specified time without any errors and they’ll be able to get out quickly.

Flexibility- Trained staff in order to be flexible. Again, this will cost money but be
beneficial in the long run. Ordering on a toll free number can give their customers the option
to place their order by calling on a toll free number and giving them a unique order number
so that their meals are ready when they come to pick them up.

Process design: For Roosters using process choice model, skill employees are used with
flexibility to profit, in my opinion, as the volume of take away is increasing; this has to move
to Batch Process as it could produce more than one product at a time.
A transformation process is any activity or group of activities that takes one or more inputs,
transforms and adds value to them, and provides outputs for customers. Where the inputs are
raw materials, it is relatively easy to identify the transformation involved, is transform for
where the inputs are information/people, the nature of the transformation may be less
obvious.

Inputs & Output

Some inputs are used up in the process of creating goods or services; others play a part in the
creation process but are not used up.
Three types of resource that may be transformed in operations are:
• materials – the physical inputs to the process
• information that is being processed or used in the process
• customers – the people who are transformed in some way.
Many transformation processes produce both goods and services. Roosters provide a service,
but also produce goods such as food and drinks. Transformation processes may result in
goods/services (output) that are designed to deliver.

A further by adjusting the inputs and transformation processes that are used to achieve
desired outputs is to rely on a flow of information from the customer, through the waiter
about the quality of the food and this might lead the to change the inputs in quality or the
transformation process, changing the cooking method is essential and can come from both
internal and external sources. internal source include testing, evaluation and continuously
improving goods and services external source include those who supply products or services
to end-customers as well as feedback from customers themselves.

To sum up, operations performance is an important functional area because it plays a crucial
role in determining how well an organisation satisfies its customers. Moreover, an
understanding of the principles of operations management is important for all organisations,
because they provide a systematic way of looking at its processes. Furthermore, the overall
transformation process can be further broken down into a series of micro-processes
Therefore, the demand for fast dependable cheap food becomes a necessity. In a city of
endless eating choices, people take comfort in the familiar. And fast food's claim to fame is
consistency

Additional ingredient need is the enthusiasm and it is a drive of business. These prospects
will promote excellent; particularly bearing in mind that home delivery is the fastest growing
sector of the market. Fast food is universally popular and unaffected by seasons and trends.
Independent research point to the consumption expanding to similar levels to those in where
people eat three times as much head only the best will do and make every effort to ensure that
offer the very best service possible. Every new store is equipped with a state of the art
computer system to help improve the efficiency.

A business process begins with a customer’s need and ends with a customer’s need.

Essential Functions: organisational culture that accomplishes the mission and values of
rooster’s restaurant an atmosphere of continuous improvement.

Develops and maintains operational systems, together with administrative policy and
procedures, to accomplish company goals. Proven ability to recruit, train, and motivate
personnel in order to balance staffing strength with profitability and growth and excellent
communication skills.

Improving performance is not about cutting people. It’s about cutting waste and
Inefficiency from the process so people can do their jobs better. The tools for process
Improvements have exploded in recent years thanks to Six Sigma. But even if you don’t
have a team of Six Sigma, and apply other fundamental concepts for improving a process.
This can include things like reducing handoffs within a process, eliminating “Re” type
activities, and organising around process flows as opposed to business functions and any of
the fundamental tools for improving a process.

Broad approaches to process improvement by using Capability Maturity Models and Lean.
Several programs are available for making quality a part of the company’s culture.
There’s no excuse for any company not to improve its processes.

Quality is now a given to customer when people buy products and services, they
Expect high quality. Voice of the Customer recognizes that customers have silent
Expectations that can no longer be ignored. Therefore, understanding the voice of the
Customer is paramount for addressing quality and improving business processes.

The road to process improvement must pass through the customer. And as customer
expectations rise, the need to improve organisational processes will grow. Process
improvement is now a fundamental part of managing customer service to improve
productivity of sales and volume.
To realize that the success of today’s world depends upon flexibility and responsiveness in
meeting customer needs, achieving ever higher quality levels, a high degree of internal
efficiency, and cost effectiveness. The key to success is to maximize value to the customer
and successfully implement the changes that make maximum customer value a reality for any
organisation in any industry.”
Breakthrough Process Redesign: New Pathways to Customer Value by
Charlene B. Adair and Bruce A. Murray

To ensure the business and have a solid foundation for all aspects of proving in trying out
new products and refining equipment, service techniques and marketing activities.

Marketing is a key facet of approach and apart from activities to stimulate local demand, also
benefit from ongoing national support in the form of offering a combination of special price
or package deals and competitions.
In addition. Finally, expertise can be called upon to assist with every day matters as well as
helping to recoup the efficiency of business. Business within a competitive environment and
analyzing its competitors not only enables an organisation to identify its own strengths and
weaknesses but also help to identify opportunities and threats to the business from its
environment.

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Strength is a distinctive competence that gives the firm a comparative
advantage in the market place. The greatest strength was creating an
image in the minds of the people and introducing them to the fast food
culture. Delivery
What are the driving factors which results in its present decline in terms of
sales and services? To analyze this factor we have to look at the
weaknesses part of the companies business and marketing strategy. What
can generally be termed as a weakness of a company? The same factors
which were considered as strengths also become a weakness if it impedes
the overall performance of the company.
Customer trends change and so does their choices. People are generally
tired of the same brands so when they do not see the expected innovation
they migrate to new brands. The secret of any marketing strategy is to
reach the target audience. And here again the target audience should be
chosen

All the above factors point out the external strengths and weaknesses.
There are also internal factors which affect the performance and overall
benefits the company stands to one major threat organisation strength is
the back bone of any concern and when that starts shaking the whole
system will collapse.
The overall analysis of all the external and internal strengths and
weaknesses on this company should be linked in order to draft a
sustainable plan for the companies’ further improvement. For any
improvement or expansion the internal resources must be readily
available. And thus analyzing this aspect can lead to a modified strategy
to suit its vision.

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Conclusion:
Suggest improvement

To achieve quality in food and service to

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customer’s appreciation, provide tools of more
varieties of chose for customers and improve
quality of services to existing and new customers

Work is to be an adventure, done in a spirit of

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cooperation and fun, target goal is built in
relationships within staff, and customers.

No particular competitive strategy is guaranteed to achieve success at all

times. Risk attitudes can change and vary by industry volatility and
environmental uncertainty and several internal conditions also might be
involved. Thus the “four P’s” of marketing (product, price, place and
promotion) provide a good starting point for consideration of the
requirements of strategy implementation in the marketing function. The
mix of these marketing elements should be appropriate and the plans for
each of the elements should also be appropriate.
The marketing function is consumer oriented and hence marketing
decisions are based on the careful identification of consumer needs and
on the design of marketing strategies to meet those needs. The
distribution system brings the product or service to the place where in can
best fill customer needs. Access to distribution can mean all the
differences between success and failure for a new product. Because many
products require support from distribution channels in the form of prompt
service, rapid order processing etc the choice of mdistributors,
wholesalers and jobbers is extremely important.
Promotion is more than atising. The location, size and nature of markets
which the business strategy defines will guide promotion mix decisions
and should indicate the content of promotional material as well. Pricing is
a complex issue because it is related to cost, volume, trade offs etc and
because it is frequently used as a competitive weapon. Pricing policy
changes are likely to provoke competitor response.
Marketing has received increasingly greater attention in the competitive
business since the early modern era. The old concept of marketing
focused on the firms existing products and considered marketing to
consist of selling and promotion to maximize sales at profit through
customer satisfaction with an integrated marketing program.

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