Table of Contents
Purpose of Study4
Supply Chain Activities7
“Hi, welcome to CiCi’s!” This is the warm greeting that every CiCi’s employee will welcome every customer with when they walk through the door. This warm welcome is just one of the many things that CiCi’s does to exceed the customer service expectations that come with a buffet style restaurant. With competition lurking, and the economy pinching, great customer service has become a premium. This is why CiCi’s focuses so much on the customer’s wants and needs. The mission statement is as follows: Do “Whatever it Takes” to exceed each guest’s expectations.
CiCi’s Enterprise is an American style buffet restaurant chain based in Coppell, Texas. There are approximately 600 franchised and corporately owned restaurants in 35 states. The company was founded in 1985 in Plano, Texas by Joe Croce and Mike Cole. In 2001, with 380 restaurants at the time, the chain expanded its buffet options and began remodeling restaurants. Four years later, CiCi’s had more than 500 locations, and was the fastest growing pizzeria in the United States. In 2003 Croce retired from the business, and passed ownership of the company to Craig Moore, a general manager in Dallas. Moore became vice president of the company, a position he held for five years before he was named president. As president of the chain, Moore oversaw the company's operations and franchise growth, eventually announcing his retirement in 2009, after 17 years with the company. Michael Shumsky took over after Moore retired in late 2009. He had previously served as CEO of La Madeleine Restaurant, Inc. In addition to its current 600 restaurants, in 2010 CiCi’s announced plans to add another 500 restaurants in the next 10 years. CiCi’s has won numerous awards and has also been named one of the top 25 performing brands by The Wall Street Journal and a top 200 franchise concept by Franchise Today (CiCi's Pizza, 2011).
Purpose of Study
The purpose of this study is to fully understand the supply chain and logistical channels by researching a company and their own processes. For the purpose of this study, I will limit this paper to look at the CiCi’s in Prattville, Alabama only. Also I will limit this to follow only pizza products through the logistics channel.
The strengths of CiCi’s pizza make it one of the best in the industry. It offers a unique buffet experience with so many pizza varieties. Most of the competition in the industry only offers one style of pizza with one price, but at CiCi’s you can get up to 20 different varieties with one low price. If you don’t want to sit in the family oriented restaurant with the best customer service and eat then you have the option to order take out. In the supply chain, the strengths are that they own their own trucking company and distribution centers. With all these strengths under their name it is no wonder that CiCi’s is the 9th largest pizza chain in the United States. (Pizza Franchise Report 2011, 2011)
The owner Michael Shumsky is not satisfied with the title 9th largest pizza chain in the US. The weaknesses of CiCi’s are that they have no delivery services while the other top competitors do. Also, because the price is so low, there can be a perception of low prices = low quality. The one other thing that is holding CiCi’s back from being in the top five is that there is 15 states in the US that so not have a CiCi’s in them. Simply put, there needs to be more franchises build in order for this company to rise to the top of the list. (JMC Restaurant Distribution INC., 2011)
One common quality of successful franchise owners is that all a weakness shows is that there are opportunities. CiCi’s can offer delivery...