Operations Management Pizza Hut Standards Project Report

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MASTERS OF BUSINESS ADMINISTRATION
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Operations Management
Project Report

Pizza Hut Operation Standards
Research by: Zahoor Soomro

University of East London INDEX Sr No No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. Executive Summary Methodology Limitations Aims and Objectives Company Profile Introduction: Operations Management Operation Standards Main Work Stations Preparation Make table Cut Table Dispatching Process Mapping Table Fishbone diagram table Product Standards Quality Assurance Cost Variance Forecasting Employee Performance Importance of Customer Experience Moment of truth Champs Excellence Marketing Product development Conclusion 2 3 4 5 6 7 8 8 9 9 9 10 11 12 13 15 16 18 19 19 20 21 22 23 24 CONTENTS Page

Zahoor Soomro | Project Report

1

University of East London

Executive Summary
The operations standards are the key path defining elements in any business. Without set procedures optimal results can not be obtained. The operations standards at pizza hut have multifaceted challenges and opportunities. The standards and procedures for doing business are well defined but some of the possible factors can cause to the deviations and variances. Those possible factors can be eradicated through extra efforts into the process. However the small chances of variance will remain the same because the real business scenarios may vary some times than the forecasted one. This report is an attempt to investigate the operational standards and the possible causes of variance in standards and how does it affect customer satisfaction.

Zahoor Soomro | Project Report

2

University of East London

Methodology
1. The study of Pizza Hut (512) is carried out. 2. Geographical location is the Woodford Green 3. Process Mapping Tools 4. Primary Data Collection • 5. Secondary Data collection • • • • • Journals Articles Online sources available; websites News Clippings Published resources available at Pizza hut Home service Restaurant(HSR) Interviews

Zahoor Soomro | Project Report

3

University of East London

Limitations
1. Time was major constraint. 2. Limited information was available. 3. The limited access on the data was available.

Zahoor Soomro | Project Report

4

University of East London

Aims and Objectives

To find out the prevailing operations standards at pizza hut.

Investigate the variance or deviations in overall productivity due to non compliance of the operations standards.

Investigate the customer experience with pizza hut.

Investigate the cause and effects of variances in operations standards and its impacts on customer experience.

Investigate the factors responsible for product success.

Investigate impacts of the training and development of each unit on over all business productivity.

Investigate the possible external factors that can have impacts on the business productivity.

Zahoor Soomro | Project Report

5

University of East London

Company Profile
Pizza hut started on 1958. The dream of Frank and Dan Carney turned into the reality when he opened the first Hut in Wichita, Kansas. The website of pizza hut states that in very beginning the restaurant was as too small. It had just 25 seats available for customers. The inspirations for the name as ‘Hut’ came into thoughts through the design of the building. It looked like a hut. Therefore it geared the idea to carry on with name as ‘Pizza Hut’.

The Pizza has superior place in the market, particularly for the Pizza business. Through the time it has scattered in to the markets of the world. The numbers of the growth depicts that it Pizza hut has more than 600 outlets in the UK only. The Pizza hut is a part of Yum, which is another big company. The Yum own several big companies like KFC, Long John Silver's, A & W Taco Bell The Pizza hut was formerly owned by Whitbread and Yum as a joint venture....
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