A quick service
restaurant also known as fast food restaurant is a specific type of restaurants
that serve fast food and has less or no table services. Most of these
restaurants have multiple outlets following the same menu, service procedure,
operations etc. The first fast food restaurant that was started was the white
Castle in 1921ans A&W in 1923. Since then many other brands have come up
such as McDonalds, KFC, Subway, Burger king etc each having a different concept
but more or less the same operations management. Their operations management
application would be different from those of casual dining or fine dining
restaurants as their service culture is different.

The main aim of any
company is to be successful and earn profit and growth. To achieve this they
need smooth functioning and they achieve this through at application of
principles of operations management. Which were mentioned earlier, 2 principles
of operations management would be discussed in this report. The principle of
operations planning and Quality management.

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The principle of operations/process planning, to understand the
principle we first need to understand the definition of operations planning,
operations planning is a plan or work that tell who does what and when. It also
acts as a plan for the implementation of strategies that are there in the
strategic plan. It’s basically a tool that coordinates the resources of the
organisations (human, financial and physical) so that the goals and objectives
in the strategic plan can be achieved. To formulate the operations plan/process
planning the operations managers perform various activities such as
forecasting, demand management, scheduling etc. According to Anil Kumar the
author of operations management book, Forecasting
is predicting or estimating the future requirements. Forecast are vital for the
smooth operations of business organisation. Through forecast uncertain future
events or customers demand can be estimated and managers can use it as a chance
to turn this threat into opportunity and direct it towards the goal of the
organisation. This is what McDonalds did, when customers walk into their outlet
they expect to get their meal fast and not wait for long to place the order or
to get it. They expect McDonald’s to have the item they want, and they expect
to receive their orders within a short period of time. An accurate forecast of
customer traffic flow and product demand enables McDonald’s to schedule enough
servers, to stock enough food, and to schedule food production to provide
high-quality service. An inaccurate forecast causes service to break down,
resulting in poor quality (Zak, 2014).

Another function/concept
that is widely used in the culinary industry is the Menu Engineering, Menu engineering is a process improvement tool
used in the culinary industry. Menu engineering helps restaurateurs and chefs
know which dishes are in demand and are the stars and which dishes are not
required and are the dogs and rest which are horse and puzzle. Menu engineering
was brought in by Prof Donald smith, its exactly like the BCG matrix which was
designed in 1970 for manufacturing firms (Morrison, 1996). The BCG models helps
in analysing and in decision making that which products are the winners and
which products are the lose making products the losers. This idea was then
applied on menu and dishes served to help increase the profitability and help
in cost management of a restaurant. It is believed that menu engineering
increases the profitability of a restaurant by 10% to 15% (Morrison, 1996). An
example of menu engineering would be when in 2017 dunkin doughnut removed about
18 to 24 core doughnuts from their menu which weren’t making profits. Even now
in 2018 they plan on rolling out their new menu where they have cut down 10
more items such as sandwiches and smoothies from their menu. So as to
streamline the menu and provide faster and accurate service (“Dunkin’
Donuts is dropping from its menu”, 2018).

The second principle
is the principle of Quality management;
quality management is nothing but maintaining the desired level of excellency
in the actives and tasks performed along with the service provided. Total Quality management is one such
aspect of this principle, TQM is a framework for a client centered association
in continual change that includes all representatives of all parts of the
association. Representative contribution, concentrate on the client,
benchmarking, and ceaseless change are the four critical components of TQM.
Additionally, there are some administration procedures which include in the
usage of TQM, for example, quality circles, Six Sigma, lessened process
duration and ceaseless change.Focusing on the six sigma model, Six sigma was a
model started by Motorola in 1986 and gained importance in 1995 when it was
used by general electric. Six Sigma is a strategy or a model/technique of TQM
whose main aim is to improve the quality of an organizational process output by
finding out the causes of errors and taking corrective measures. Six sigma was
a model started by Motorola in 1986 and gained importance in 1995 when it was
used by general electric (Camisón, 1996). Getting
food out promptly is what fast food industry is all about. There can be
situations that can cause bottleneck in the process of providing the service.
Six sigma teaches management about the changes that can be made to the process
to get maximum productivity out of all the employees. Six sigma also tell on
how to curtail on wastage which is basically cost to the company. It also helps
in inventory management and control. Hence we can say that six sigma training
can be very beneficial and will help the business in succeeding. This strategy
is applied by McDonalds which is one of the most famous fast food chain and
faces issues and challenges such faults during Rush time, while making
delivery, competition, bargain power of the buyers etc