Nandos Services Operations Analysis Essay - 3534 Words

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†¦show more content†¦Yet the customer is offered a wide range of food and beverage items and each product is priced separately and it is their decision how much money they are going to spend on their meal. Tangible – provided and can be stored. And connected with homogeneity. The tangible elements include the food and beverages, whilst the intangible elements consist of food and beverage service, decor and the atmosphere of the restaurant. Inseparable and simultaneous as there is a contact in between parts and customers engage the service by ordering and meet at the restaurant for production and consumption to take place. Perishable where some operations are organised in advance and capacity and quality of services is managed. ï‚ · ï‚ · ï‚ · Applying Lovelock (1983) classification Nando‟s services are directed at people, there is no formal relationship between parts of the service and continuous delivery takes place. 4.0 Service people Managing service people is one of the key elements for a restaurant as staff individually and together plays a crucial role: they are responsible for delivering service to the customers and represent the largest constant cost to the business. The professionalism of the service is essential and depending on skill, capability and knowledge of the people. The service product is highly dependent on server and customer and customers can play roles of service specifiers, quality inspectors, train/role models andShow MoreRelatedFood and Industry4398 Words   |  18 PagesStatement 12 1.2.2 Recommended Mission Statement 12 2. Macro-environmental Analysis and Industry Attractiveness 14 2.1 Porter’s Five Forces 14 2.2 Overall Macro-Environmental Pest Factors 21 2.3 Key Driving Forces Affecting the Industry 22 2.4 External Factor Evaluation (EFE) 23 3. Company and Competitor Analysis 25 3.1 Competitive Profile Matrix (CPM) 25 4. 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