B201 TMA01
Title : A report into problems at the Lodge Bistro chain and suggestions for improvement.
From: Tray Cray
To: Patricia Lodge
Cc: Brian King
Date: 28th October 2012
Part 1 – word count 529 inc. titles
Introduction
The Lodge Bistro Chain has grown from a single café in 1989 to a chain of 25 identical restaurants across the south of England. These restaurants have been tightly controlled to ensure Managers conform to the single vision of the CEO Joyce Lodge. In 2010, Patricia Lodge took over as CEO, and responded to external pressures that were threatening the business by giving each manager more autonomy. This has not given the desired result.
Problems Highlighted
Original 1980’s décor, fixtures and fittings feel dated in current market.
Large number of competitors including multiple fast food chains, coffee shops, supermarket cafés, book shops and independent and chain restaurants.
Less frequent audits and checks have allowed more independent actions from managers.
Original French Bistro concept has been improved on by a now major competitor.
Clashes between old and new staff are affecting the culture of the business. Standards of quality have dropped significantly.
East Cheam is a problem site with a manager blaming everyone but himself.
Poor staff retention with inconsistent training and poor service delivery.
No definite company culture across all 25 sites.
Economy in recession making older customers “cut back”.
Managers are changing the core concept of restaurants with no direction from CEO.
Customer experience has been deemed less important than hitting targets.
Analysis
Using a SWOT analysis gives the business an overview of its strengths and weaknesses from an internal environment, and opportunities and threats from an external environment.
Strengths
Weaknesses
Established locations
Clash of Culture between existing and new staff
Family Business
Staffing issues/training
Existing Clientele
No clear
From: Tray Cray
To: Patricia Lodge
Cc: Brian King
Date: 28th October 2012
Part 1 – word count 529 inc. titles
Introduction
The Lodge Bistro Chain has grown from a single café in 1989 to a chain of 25 identical restaurants across the south of England. These restaurants have been tightly controlled to ensure Managers conform to the single vision of the CEO Joyce Lodge. In 2010, Patricia Lodge took over as CEO, and responded to external pressures that were threatening the business by giving each manager more autonomy. This has not given the desired result.
Problems Highlighted
Original 1980’s décor, fixtures and fittings feel dated in current market.
Large number of competitors including multiple fast food chains, coffee shops, supermarket cafés, book shops and independent and chain restaurants.
Less frequent audits and checks have allowed more independent actions from managers.
Original French Bistro concept has been improved on by a now major competitor.
Clashes between old and new staff are affecting the culture of the business. Standards of quality have dropped significantly.
East Cheam is a problem site with a manager blaming everyone but himself.
Poor staff retention with inconsistent training and poor service delivery.
No definite company culture across all 25 sites.
Economy in recession making older customers “cut back”.
Managers are changing the core concept of restaurants with no direction from CEO.
Customer experience has been deemed less important than hitting targets.
Analysis
Using a SWOT analysis gives the business an overview of its strengths and weaknesses from an internal environment, and opportunities and threats from an external environment.
Strengths
Weaknesses
Established locations
Clash of Culture between existing and new staff
Family Business
Staffing issues/training
Existing Clientele
No clear