A quick servicerestaurant also known as fast food restaurant is a specific type of restaurantsthat serve fast food and has less or no table services. Most of theserestaurants have multiple outlets following the same menu, service procedure,operations etc. The first fast food restaurant that was started was the whiteCastle in 1921ans A&W in 1923.
Since then many other brands have come upsuch as McDonalds, KFC, Subway, Burger king etc each having a different conceptbut more or less the same operations management. Their operations managementapplication would be different from those of casual dining or fine diningrestaurants as their service culture is different. The main aim of anycompany is to be successful and earn profit and growth. To achieve this theyneed smooth functioning and they achieve this through at application ofprinciples of operations management. Which were mentioned earlier, 2 principlesof operations management would be discussed in this report. The principle ofoperations planning and Quality management. The principle of operations/process planning, to understand theprinciple 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 alsoacts as a plan for the implementation of strategies that are there in thestrategic plan.
It’s basically a tool that coordinates the resources of theorganisations (human, financial and physical) so that the goals and objectivesin the strategic plan can be achieved. To formulate the operations plan/processplanning the operations managers perform various activities such asforecasting, demand management, scheduling etc. According to Anil Kumar theauthor of operations management book, Forecastingis predicting or estimating the future requirements. Forecast are vital for thesmooth operations of business organisation.
Through forecast uncertain futureevents or customers demand can be estimated and managers can use it as a chanceto turn this threat into opportunity and direct it towards the goal of theorganisation. This is what McDonalds did, when customers walk into their outletthey expect to get their meal fast and not wait for long to place the order orto get it. They expect McDonald’s to have the item they want, and they expectto receive their orders within a short period of time. An accurate forecast ofcustomer traffic flow and product demand enables McDonald’s to schedule enoughservers, to stock enough food, and to schedule food production to providehigh-quality service.
An inaccurate forecast causes service to break down,resulting in poor quality (Zak, 2014).Another function/conceptthat is widely used in the culinary industry is the Menu Engineering, Menu engineering is a process improvement toolused in the culinary industry. Menu engineering helps restaurateurs and chefsknow which dishes are in demand and are the stars and which dishes are notrequired and are the dogs and rest which are horse and puzzle.
Menu engineeringwas brought in by Prof Donald smith, its exactly like the BCG matrix which wasdesigned in 1970 for manufacturing firms (Morrison, 1996). The BCG models helpsin analysing and in decision making that which products are the winners andwhich products are the lose making products the losers. This idea was thenapplied on menu and dishes served to help increase the profitability and helpin cost management of a restaurant. It is believed that menu engineeringincreases the profitability of a restaurant by 10% to 15% (Morrison, 1996). Anexample of menu engineering would be when in 2017 dunkin doughnut removed about18 to 24 core doughnuts from their menu which weren’t making profits. Even nowin 2018 they plan on rolling out their new menu where they have cut down 10more items such as sandwiches and smoothies from their menu. So as tostreamline the menu and provide faster and accurate service (“Dunkin’Donuts is dropping from its menu”, 2018).
The second principleis the principle of Quality management;quality management is nothing but maintaining the desired level of excellencyin the actives and tasks performed along with the service provided. Total Quality management is one suchaspect of this principle, TQM is a framework for a client centered associationin continual change that includes all representatives of all parts of theassociation. 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 theusage of TQM, for example, quality circles, Six Sigma, lessened processduration and ceaseless change.Focusing on the six sigma model, Six sigma was amodel started by Motorola in 1986 and gained importance in 1995 when it wasused by general electric. Six Sigma is a strategy or a model/technique of TQMwhose main aim is to improve the quality of an organizational process output byfinding out the causes of errors and taking corrective measures. Six sigma wasa model started by Motorola in 1986 and gained importance in 1995 when it wasused by general electric (Camisón, 1996).
Gettingfood out promptly is what fast food industry is all about. There can besituations that can cause bottleneck in the process of providing the service.Six sigma teaches management about the changes that can be made to the processto get maximum productivity out of all the employees. Six sigma also tell onhow to curtail on wastage which is basically cost to the company. It also helpsin inventory management and control. Hence we can say that six sigma trainingcan be very beneficial and will help the business in succeeding.
This strategyis applied by McDonalds which is one of the most famous fast food chain andfaces issues and challenges such faults during Rush time, while makingdelivery, competition, bargain power of the buyers etc