Nandos Services Operations Analysis

LT2012N Leisure and Tourism Services Operations Management
Coursework One – individual report
Student ID: 09016436

Word count: 2, 916 (excluding executive summary, references and bibliography and tables)

NANDO’s Stroud Green, London – service operations management report
Content 1.0 Executive Summary 2.0 Introduction 3.0 The service package 4.0 Service people and the service encounter 5.0 Service Processes 6.0 Capacity management 7.0 Conclusion 8.0 Visitations 9.0 References and bibliography 10.0 Appendices

1.0 Executive summary This report gives an overview at the service sector operations management for Nando‟s Stroud Green in London. It is based on information gained from visiting the restaurant on several occasions to interview the management and staff, observations from visits as a mystery customer. The slips confirming the visits are attached to the report. The theoretical concepts for service management operations have been used and applied to the restaurant operations. Firstly the ownership and management of Nando‟s will be described and its service concept will be explained. Secondly the service package for Nando‟s will be showed briefly with its service characteristics and a presentation of service quality from the management and the customer view.It links with the service people actions which will follow. Then a detailed process of delivery of the service at Nando‟s will be explained. Theory for runners, repeaters and strangers, models from Fitzegard typology for volume and variety, Schmenner for labour intensity, then capability and commodity will be applied to the restaurant. Front office and back room concept with using a service blueprinting scheme and the service layout will be presented. Capacity management scheme for Nando‟s will be analysed in the next section with management strategies, models and a brief note about Yield management. Finally they key points and recommendations will be presented in a conclusion.

2.0 Introduction

References: and bibliography Clark, G and Johnston, R (2005). Service operations management: improving service delivery. 2nd ed. Harlow: Financial Times/Prentice Hall. Jayawardena, C. (1994). 'Service Concepts '. In: R Kotas and C Jayawardena Profitable food and beverage management . London: Hodder&Stoughton. pp. 170191. The Nando 's story. (2010). The Nando 's story. Available at: http://www.nandos.co.uk/default/ABS8/The_Story.html. Accessed on 07 December 2010. Additional reading Cousins, J.A. (2002). Food and beverage management. 2nd ed. Harlow: Pearson Education Limited. Jones, P and Merricks, P (1994). The Management of foodservice operations. London: Cassell Khan, M.A (1991). Concepts of foodservice operations and management. New York, London: Van Nostrand Reinhold. Lovelock, C; Vandermerwe, S; Lewis B (1999) Services Marketing: A European Perspective, London: Prentice Hall. Lundberg, D E. (1993). The restaurant: from concept to operation. 2 nd ed. New York: Wiley&Sons, Inc. Mintel. (2009). Restaurant Service Trends – UK September 2009. Available at: http://0academic.mintel.com.emu.londonmet.ac.uk/sinatra/oxygen_academic/search _results/show&/display/id=440640 Accessed on 07 December 2010. Slack, N; Chambers, S; Johnson, R (2004), Operations Management, 4 th ed. London: Pearson Higher Education Wright, J.N. (1999). The management of service operations. London: Cassell. Yeoman, I (2000). Yield management. 2nd ed. London:Continuum. . 10. Appendices: Figure 1 Figure 2 Figure 3