Wait a second!
More handpicked essays just for you.
More handpicked essays just for you.
Operations management Chapter 1
Service quality vs satisfaction
Total quality management in service industry
Don’t take our word for it - see why 10 million students trust us with their essay needs.
Recommended: Operations management Chapter 1
Operations Management: In the Debonairs Pizza Context
Introduction
Debonairs Pizza was formed in 1991 by Craig Mackenzie and Andrew Harvey, two varsity students who noticed a flourishing market in the United States that was not being catered for in South Africa. The main opportunity that was discovered was the possibility of baking pizzas from Mackenzie’s family bakery in Pietermaritzburg and delivering these pizzas to customers at no additional cost. The organization was acquired by the company Famous Brands in 1996, a company that owns a wide variety of successful franchises such as Steers, Wimpy and Fish Aways. Ever since its establishment, Debonairs Pizza has since been known as South Africa’s leading pizza restaurant and has thus become a popular franchise. This essay will be exploring this particular organization’s business strategy, operations strategy, how they ensure quality in their processes and also highlight the difficulties of managing quality in service organizations.
Debonairs Pizza Business Strategy
A business strategy is a plan developed by an organization to formulate a way to achieve organizational objectives such profitability in operations as well as make it adaptable to future trends. It needs to incorporate all the organization’s stakeholders i.e. shareholders, employees, suppliers and customers for it to be a success (Kourdi, 2010).
Debonairs Pizza is a local organization that credits most of its success towards its innovative relationship marketing over the years. This success has enabled the organization to become a popular franchise in South Africa with over 400 outlets and an expanding menu with ground breaking ways of making pizza. Relationship marketing is a marketing concept that relates to integ...
... middle of paper ...
... easily spot inconsistencies as opposed to a tangible product where standardization makes it easier to assess different attributes and notice inconsistencies. The uniqueness factor of services which relates to its varying product definition also makes it difficult to measure quality because customers will not each get the exact same service due to various factors unlike when they purchase a product that has been produced through a standardized process e.g. when it comes to car insurance companies, a 22 year old female will not pay the same premium as a 45 year old male based on various factors and the company might respond quicker to smaller claims than they will to larger claims. Services also vary according to customer preferences therefore quality in the customer’s eyes can only be based on their expectations of services versus their experience of these services.
The quality control in Pizza My Heart begins from procurement to kitchens at every location. The first thing that sets it apart from others is local sourcing to en...
a. Basically, corporation strategy demonstrates a corporation’s overall direction in the light of its general mindset toward growth and the management of its businesses and product portfolios. There are three crucial categories, which are stability, growth, and retrenchment, that involve within corporation strategy. Additionally, business strategy often occurs at the business unit or product level, and it highlights the improvement of the competitive position of a company’s products and service in the particular market segment served by the business unit. Competitive and cooperative strategies are two main categories that match within business strategy. Furthermore, functional strategy is the method that through a functional area to
Mamma Jo’s Pizza should accommodate their employee, Ahmad, and his need due to the fact that he wears his beard specifically for religious reasons. For discrimination based on religion, under Title VII of the Civil Rights Act, Mamma Jo’s Pizza has the duty to “reasonably accommodate” employee’s “sincerely held” religious practices unless doing so would cause undue hardship to Mamma Jo’s business. If wearing a beard is a sincerely held religious practice for Ahmad, then Mamma Jo’s should make reasonable adjustments to the work environment that will allow him to fully practice his religion as long as these adjustments are not more than mere inconvenience. An example of an accommodation that Mamma Jo’s could make is a job reassignment. Mamma Jo’s no beard policy can be argued to be a business necessity for employees dealing with the food, so Ahmad could possibly do other tasks away from the food such as working at the cash register, answering the phone, or other clerical work.
Born of the idea to preserve authentic Italian cuisine, Academia Barilla has faced strategic issues to increase profitability and growth. Offering not only high quality food products, but an education on Italian gastronomy, Academia relies on a differentiated marketing message of authenticity, with the quality to prove it. While striving to teach buyers of the difference between imitation and true Italian cuisine, Academia must continue to seek new strategies to reach a broader customer base. By studying the firm’s core competencies, and performing analysis on the industry, Academia has the tools necessary to meet their objectives.
Quality is an important part of any business rather from a customer’s perspective or a producer’s perspective. Quality from a customer’s perspective is they “want value and quality has become a major factor in the value of products and service” (Russell & Taylor, 2013, pg. 53). “The customer is the most important part of the production line” (Russell & Taylor, 2013, pg. 53). This can be referred to as quality of design meaning “involves designing quality characteristics into a product or service” (Russell & Taylor, 2013, pg. 54). Now let’s look at the quality from a producer’s perspective. This can be referred to a quality of conformance meaning “making sure the product or service is produced according to design” (Russell & Taylor, 2013,
PepsiCo can potentially acquire California Pizza Kitchen and integrate it in the company’s decentralized management approach. Since PepsiCo executives have experience in the quick service food industry, it should not be a reach for the company to successfully run this casual dining restaurant. For this venture to be successful, it is imperative that management cut down the operating costs at California Pizza Kitchen through the PepsiCo Food Systems distribution network and improve on the 3.1% operating margin that California Pizza Kitchen is currently operating at.
The vision of Panera was to make Panera Bread a nationally recognized brand name as well as becoming the dominant restaurant operator in upscale, quick-service dining. The top management believed for their vision to become a reality they must depend on being better than the guys across the street. In addition Panera wanted to offer a unique dining experience at Panera so attractive that customers are passing by other fast casual restaurants to dine at their nearest Panera Bread Company. Management further implemented this strategy by following a blueprint for attracting and retaining customers. This blueprint called, Concept Essence underpinned Panera’s strategy and embraced several themes that, taken togethe...
Demand for Panera franchising opportunities was very high, which allowed Panera to be picky about where and with whom they would do business. Panera determined where bakery-café locations could be. The franchisees bore the cost of opening new locations, and were required to obtain their ingredients from the home company. Expansion using the franchise model provided many upside benefits for Panera, while limiting the downside r...
Business strategy is the means by which firm’s plans to achieve its goals and objectives. It can also be termed as organization long-term planning. The strategy covers periods between 3-5 years and sometimes longer. Businesses use two major types of strategy, general or generic and competitive strategies. The overall strategy involves strategies of growth, globalization and retrenchment. The competitive advantage includes low pricing, product and customer differentiation. We will look at the business strategy used by Marks and Spenser (Cole, 1997). The company is a British multinational located at Westminster London and specializes in clothes and luxurious food products.
Numerous definitions of strategy exist, in most circumstances strategy can loosely be explained as an overall plan of deployment of resources to ascertain a favourable position within a market (Zablah, Bellenger and Johnston 2004; Grant 1994, p 14). Further, imbedded in many successful organisations are strategies, the importance of which is to remain relevant in the market, and successful in the various attributes of business; profiteering, employee motivation, maintaining sustainable core competencies, effectiveness in operation, or efficiency in the conduction of operations. Therefore challenges involved in the formulation and implementation of a strategy can revolve around the overall external market, as well as internal
During the same period, Little Caesars made a strong push and they have continued to grow. Little Caesars' "two for one" marketing approach was effective in infiltrating the "mom's night off" segment, and is seen by customers as a great value. This is adding direct competition into our niche market share. Little Caesars is surely not making headway with the pizza connoisseurs, but it has effectively targeted a market in which Pizza Hut does not currently have a strong presence. 50% to55% of this market is made up of family dining situations. Our marketing team has conducted multiple data analyses on ways in which we can gain market share from Little Caesars within this market. After much thought and many hours of research, we have devised a marketing plan that will potentially improve our market share.
Three HR management implications for Angelo 's Pizza vision statement: to expand the number of stores and eventual franchise, while focusing on serving high quality fresh ingredients:
A successful business strategy will identify changes in the external trends in the market place. Plan out what the company’s future direction is. Set out the goals for the management team. It will identify a vision of where the company wants to be in the future. Keep all employees informed of the direction of the company.
Before starting any business you should consider its objectives, in order to develop a strategy. It is the strategy that lays out how the objectives will be achieved and determines deadlines for achieving them. If and when the goals are reached the business will be successful.
One of the biggest cost for hospitality customers is time. Managers want their customers to enjoy themselves and not worry some much about how much time it’s going to take to get check in at a hotel or be seated at a restaurant. Customers also want companies to meet there expectations for them to be satisfied. In order, to achieve customer satisfaction the product performance must meet the consumers expectation if the performance is great consumers are delighted, but if it isn’t great consumers are unsatisfied. Managers much realize the importance of creating a highly satisfied customer. “Marketing occurs when people decide to satisfy needs and wants through exchange. Exchange is the act of obtaining a desired object form someone by offering something in return. Marketing consists of actions taken to build and maintain desirable exchange relationships with target markets. Beyond simply attracting new customers and creating transactions, the goal is to retain customers and grow their business with the company. Marketers want to build strong relationships by consistently delivering superior customer value”