managing business process
TABLE OF CONTENTS
1. ABSTRACT
The purpose of this report is to determine the performance and the operation management involved of a fast food restaurant t. The primary aims are to: (a) assess the performance of operation in terms of five performance objectives, (b) examine the relative importance and contribution to operation performance using Importance-Performance Matrix and (c) evaluate and recommend the possible capacity strategy they could implement.
This report included the primary and the secondary data. The secondary data was collected by observing and using some relevant information from books, journal articles and Internet. The primary data was collected through questionnaires and personal interview using qualitative methods (detail questionnaire will be mentioned in appendix 1)
2. INTRODUCTION
Kentucky Fried Chicken (KFC), the second largest fast food restaurant chain specialising in fried chicken with over 18000 outlets in 120 countries and approximately 800 restaurants in the UK (kfc.co.uk,2011), will be targeted in this report. Among those 800 restaurants, KFC restaurant located in Shield Retail Centre, Filton, Bristol (Filton KFC) has been chosen to be further interpreted.
The first part of the report will examine the performance of KFC Filton in terms of five performance objective including quality, speed, dependability, flexibility, and cost (Slack et al, 2004). This section also mentions which objective is the most vital element in customer’s view by using the theory of Perceived User Value as well as being illustrated by Polar Diagram. Furthermore, in the second part, the Importance-Performance Matrix will be used as a tool to identify the key things KFC Filton should prioritise to contribute their improvement. Finally, their current capacity strategy and the recommendations involved will be interpreted in depth. 3. FIVE PERFORMANCE OBECTIVES
3.1 Cost
“Doing things cheap”. This objective plays a crucial role to
1. ABSTRACT
The purpose of this report is to determine the performance and the operation management involved of a fast food restaurant t. The primary aims are to: (a) assess the performance of operation in terms of five performance objectives, (b) examine the relative importance and contribution to operation performance using Importance-Performance Matrix and (c) evaluate and recommend the possible capacity strategy they could implement.
This report included the primary and the secondary data. The secondary data was collected by observing and using some relevant information from books, journal articles and Internet. The primary data was collected through questionnaires and personal interview using qualitative methods (detail questionnaire will be mentioned in appendix 1)
2. INTRODUCTION
Kentucky Fried Chicken (KFC), the second largest fast food restaurant chain specialising in fried chicken with over 18000 outlets in 120 countries and approximately 800 restaurants in the UK (kfc.co.uk,2011), will be targeted in this report. Among those 800 restaurants, KFC restaurant located in Shield Retail Centre, Filton, Bristol (Filton KFC) has been chosen to be further interpreted.
The first part of the report will examine the performance of KFC Filton in terms of five performance objective including quality, speed, dependability, flexibility, and cost (Slack et al, 2004). This section also mentions which objective is the most vital element in customer’s view by using the theory of Perceived User Value as well as being illustrated by Polar Diagram. Furthermore, in the second part, the Importance-Performance Matrix will be used as a tool to identify the key things KFC Filton should prioritise to contribute their improvement. Finally, their current capacity strategy and the recommendations involved will be interpreted in depth. 3. FIVE PERFORMANCE OBECTIVES
3.1 Cost
“Doing things cheap”. This objective plays a crucial role to
References: EmeraldInsight(2013). Available from: http://www.emeraldinsight.com/journals.htm?articleid=851691&show=htm Greasley A Kfc.co.uk (2013) Available from http://www.kfc.co.uk/about-kfc/kfc-history. Slack.N., Chambers,S., & Johnston, R., (2007) Slack.N., Chambers,S., & Johnston, R., (2004). Operations Management .4th ed. London: Pitman Publishing. Slack. N. (1994), “The Importance-Performance matrix as a determinant of improvement priority”, International Journal of Operations & Production Management, Vol. 14 No. 5, pp. 59-75. Waller.D.L., 1999. Operation Management: A Supply Chain Approach. London: International Thomson Publishing.