Prepare a report that examines how an organisation can increase the effectiveness and efficiency of the operational systems that produce its products (goods and services).
Base your assignment on the case study included with this document.
Steps in the process:
1. Identify and evaluate issues/problems with the current operations using theory/ies covered in Quality Management, Strategy and Operations, Product Design, Capacity and Facilities, and Service Design
2. Provide a critical discussion of the key Corporate Social Responsibility issues facing your selected
3. Based on your research and analysis, prepare recommendations (3 or 4) on how your selected organisation
can improve the effectiveness and efficiency of the operations systems that produce its products and
4. Prepare a report on your analysis and recommendations.
Restaurant Review – Nothing Fancy
Nothing Fancy recently opened offering a new experience in dining. It was located on the edge of an
industrial area to the south of the city at 31 Hope Street. The restaurant sought to differentiate itself from
other restaurants in a number of ways.
First, the food was what could broadly be described as ‘comfort’ food – in other words, plain, everyday food
that people served to their families (Nothing Fancy!). Second, the food would be served not as individual
serves, but rather the dish/es would be placed on the centre of the table for the guests to help themselves.
While such a serving method was not uncommon in many cultures it was something different for an
Australian owned and operated restaurant. Third, the décor of the restaurant would be in keeping with the
type of food being served – plain and no frills, but of good quality. Heavy duty white tablecloths and napkins;
a variety of colours of dinner plates etc and good stainless steel flatware (knives and forks etc) would serve
as the basics for meals. The restaurant would be BYO (Bring Your Own alcoholic drinks). The restaurant
was designed to hold around 50 diners in a fixed configuration of 5 tables x 6 guests; 3 tables of 4 guests;
and 4 tables x 2 guests. In keeping with the overall aim of the restaurant the tables were plain, very heavy,
wooden tables and chairs were to be used meaning the configuration would be extremely difficult to change.
While the website promised an abundance of free parking this turned out not to be the case. I couldn’t find
anywhere within a one kilometre distance from the restaurant. What car parking the restaurant had was
completely filled and I noticed a number of people going into other businesses and not the Nothing Fancy
restaurant. On street parking was limited as heavy trucks associated with industrial businesses took up a
lot of space and security bollards prevented any parking in the car parks of industrial buildings.
Luckily I was on my bike so riding around the bollards did not pose any real problem. My guest and I made
our way to the restaurant for our 8.00pm booking. Even though we were on time our table was not yet
ready so we were asked to wait around for “…a couple of minutes.” This wait turned out to be more in the
order of one hour and there was nowhere to wait. There was a space with ripped up floor tiles and other
construction work but it was obviously not ready for use and customers waiting kind of just ‘milled’ around
until they were called.
When we were seated and given our menus, it was difficult to read the menus in the light available, not
helped by the descriptions, in French, of the meals. It was also very noisy with loud contemporary music
making conversation difficult.
The stiff white tablecloths and napkins had dirty marks on them, as if they had not been changed from the
previous diners and a couple of the knives were also dirty. The dinner plates were fine and the different
colours worked well. The food itself was excellent (even though we were not sure what we were initially
ordering due to the menu descriptions – had to rely on the wait staff). We noticed a number of families
where kids did not seem to be eating much. There seemed to be uneven quantities served in each of the
dishes and kids did not seem particularly well catered for.
On visiting the toilet there was mould/mildew in corners; toilet paper was scarce, and the waste bin was
overflowing with paper towels – this was repeated in both men’s and women’s toilets! We did notice the
wait staff was of a highly variable nature. Our first waiter displayed good product knowledge and provided
the kind of service one would expect. This was decidedly not the case with the waiter who brought our
dinner. His shirt was dirty, and untucked at the back. Even in the darkness of the restaurant it was possible
to see his hands were dirty (especially his fingernails) and even though there were only two of us, he still
managed to put the wrong orders in front of us, even insisting this was what we had ordered! There were
also issues with the timing between meals. We had to wait what seemed like an eternity to get each course,
while another table of 8 had an almost continuous assemble line of food all evening = just as one course
was finished, another would turn up – without the dishes for the previous meal being cleared away.
Two hours later, when the meal was finally finished, it took ages to attract the attention of a waiter in order
to get the bill. We would have paid on the way out, but could not see where this would take place – there
seemed to be some kind of black hole where wait staff would vanish into and return a few minutes later
with bill and card reading machine. On walking back to where we had parked the bike, we both noticed
rubbish bins full of food – much of it seemingly not touched as if people had overestimated how much they
As an Operations Management Consultant, you have been hired by the Head Chef/Owner of Nothing
Fancy to investigate what the restaurant could have done to prove a better customer experience. To do this
you need to apply Operations Management theory to analyse the restaurant’s operations and make
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