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The size of the chips and drinks portions varied but the burger size remained the same. Using this format they were able to serve each customer their order within 4 minutes from ordering at the till to receiving their complete order to take away. Each restaurant places their orders with the suppliers directly based on the manager’s prediction for demand based on the reports generated by the restaurant's own till system. These orders arrive in one shipment once every other week. The company has grown to a chain of restaurant operations and the management introduced a number of changes to the format 12 months ago in an effort to increase each business at each restaurant.
The number of set
...meal options available on the menu was increased to offer more options to the customer and to attract customers seeking healthier options. The menu options were increased by a further three options: Chicken Nuggets, Chips & Soft Drink Chicken Salad, Garlic Bread, & Soft Drink Hot Dog, Chips & Soft Drink In addition to these set menu additions the company also offered the option of changing the chips option on the set meals for either a Side Salad or for Potato Wedges. The restaurants themselves have not changed and the number of staff and machinery has remained at the same levels before the menu changes. Since these changes were implemented there has been a dramatic increase in turnover and the number of customers that are visiting each of their restaurants.
However, overall profit has declined dramatically over the last
12 months and the company predicts that if it continues the company will report its first loss in its history within the next 6 months. The company is considering expanding its operations by opening a number of new outlets but want to identify the problems to the issues they are currently facing. The company has begun to investigate why the mixed fortunes have arisen and has identified a number of issues. Serving times have increased dramatically and it now takes an average of 9 minutes for a customer to be served and the number of customer complaints has increased. The main complaints include rude and agitated staff and incorrect or incomplete orders. The total value of stock held at each restaurant has increased by an average of 20% and waste has dramatically increased.
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