...J. Service Science & Management, 2009, 2: 255-264 doi:10.4236/jssm.2009.24030 Published Online December 2009 (www.SciRP.org/journal/jssm) 255 Service System Decoupling for Mass Customization: A Case Study in Catering Services Jue CHEN1, Yunhong HAO2 1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com Received April 17, 2009; revised June 19, 2009; accepted July 28, 2009. ABSTRACT The paper examines the key issues on system decoupling in service operations of mass customization by conducting a case study in catering services. It firstly justifies the effectiveness of applying concept of mass customization into service system decoupling to deal with the operation dilemma and then reveals the nature of decoupling decisions for mass customization purpose after discussions on the importance of modularization and the role of technologies including IT in the decoupling process. Based on these analyses, a Judgment-Matrix-based model on how to make the decoupling decisions in balancing the multiple operation objectives is then proposed and further research directions are finally suggested. Keywords: Mass Customization, System Decoupling, Customer Contact, Modularization 1. Introduction System decoupling is an effective approach to cope with the influences caused by customer contact by dividing the service system into two components: back-stage...
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...PEPPERCORN DINNING CASESTUDY I. DIAGNOSIS From studying the whole case, looks like issues are primarily concentrated on group level. INPUT: Organization design is clearly the major input to group design. It consists of the design components characterizing the larger organization within which the group is embedded. Below is the mission statement and All-American dining organization’s goals and polices, which are the fundamentals of peppercorn dining. Though All American Dining encourage participatory decentralized management style, it seem like organization is highly centralized. However worker at unit level are interested in making their own decision. It also looks like there seems to be a lack of communication between management and line employees. It seems that there is general belief among line workers that the management of All-American Dining, as well as the management at Peppercorn doesn’t really care about them. Workers felt that no one cares about them , while there used to be time when personal director used to visit peppercorn dinning once a month as per All-American dinning policies and at that time workers used to feel that someone cared about them and appreciate their work. All the small groups at peppercorn felt that communication is major problem and management are not paying attention to their needs. Groups felt that things didn’t get done quickly specially problem related with repairs and maintenance because there is so much paperwork involved and...
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...Threat of new entrants New entrants are threats to the existing firms within an industry because they bring new capacity to the industry, and a new desire to gain market share and resources. If the entry barrier to the industry is high, the threat of new entrants is lower. The relatively high capital requirements and sunk costs create certain degree of entry barriers for Chinese restaurant industry. According to the information provided by Trade and Industry Department (2006), the capital requirements for opening a Chinese style café was HK$1,275,500. The scale of a Chinese restaurant is 10 to 20 times greater than a café, the capital requirements are estimated to more than HK$15,000,000. Most of the investment is spent for decoration, facilities, and marketing activities. They are all sunk costs that cannot be recovered. Economies of scale also help establish barriers to entry. Therefore, the major rivals of “Tao Heung” are big Chinese restaurant groups such as Maxims and Star Seafood. Companies with limited capital have been not easy to start up a new Chinese restaurant in Hong Kong recently. Rivalry among existing firms Hong Kong’s Chinese restaurant industry is dominated by several large restaurant groups now. They are Maxim’s restaurants, Federal Restaurants, Hsin Kuang Restaurants, East Ocean – Victoria City Restaurants, Star Seafood Restaurants, and Tao Heung Restaurants. The relatively small number of competitors and roughly equal in size create intensively competitive...
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...Executive Summary This business research report is focused on six specific areas; research questions, literature review, conceptual framework, methodology used and justification, research methods and ethical considerations. Having an understanding of the food and beverage sector within Novotel Hotels in the Sydney Metropolitan area and the challenges it faces is important, in this selected case study it not only is effected by the Hospitality industry but also the tourism industry as well. Both these industries have felt hard and negative impacts from the global financial crisis and have definitely had an impact on our case study. This business research report identifies the need to evaluate the relationship between a decline in international tourist, the change in food and dining trends and the revenue of Novotel in the Metropolitan area. The research follows the deductive research method. For the purpose of this report the hypothesis is Novotel food and beverage sector in Sydney metropolitan areas is making a loss and losing customers because of the global financial crisis. The research was conducted through a mixture of qualitative and quantitative research methods including; the report samples the primary research methods such as sample questionnaires, observational research and interviews. The secondary research methods mainly included personal communication and researching the hospitality databases, tourism and Australian Bureau of Statistics Website. ...
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...Lisa Nash Case Study: Hard Rock Café DeVry University Managing Supply Operations Professor Albert Lapierre March 14, 2014 Case Study: Hard Rock Café The definition of forecasting is to compile previous data and predict what will happen in the future. Forecasting will help determine to outcome of future sales projections in the business world. The Hard Rock Cafe` uses the following forecasting types: moving averages, weighted moving averages, exponential smoothing, and regression analysis. The reason that Hard Rock uses forecasting is for the long term, short term, purchasing orders, and buying supplies in their Cafés, hotels, and night clubs. The sales forecast for the company is used by the month, year or five year plans depending on the department and its financial responsibility. It is important that the financial choices are made wisely because it will determine how long the company will need to be in contract with various vendors that supply meat, produce, and condiments just to name a few. When there is a desire to expand the business it is very important to have a forecast report to present to the lending institution so there will be an appropriate amount of funds requested to complete the expansion. The method used to determine a manger’s bonus is the weighted measure 40/40/20 and it is based on the last 3 years of sales at their store. If the store has met their sales goal then the manager will receive their bonus. The POS is formatted based on...
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...Creating and exceeding sales goals and profit margins. Creates market plans for growth and capital to customers in and out of store area. Delegate employees’ duties and services accordingly following company guidelines. Develop customer relationships for return business. Research area demographics for pre-approved deals and specials that apply to the surrounding customers AUTHORITY OF INCUMBENT Serves the company with the ability to hire, terminate, and punish employees in association with the guidelines set by company regulations. Reports directly to owners holding an open communication line on activities throughout the workplace. More duties may be assigned. STANDARDS OF PERFORMANCE Following guidelines set by company policy performance has direct correlation to potential earnings Extensive bonus programs allows for majority of earning from compensation of performance. Using related software and potential increase in profits compensation bonus will stem from obtainable goals while minimal performance can result in termination. WORKING CONDITIONS Must be able to work in a high paced environment in a moderately stressful surrounding with potentially disgruntled employees that will need on the spot guidance. Must be able to approach customer base with engaging communication for immediate feedback on dinning...
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...procedure to examine the progressive level to engender achievement in a precise research activity. Therefore methodology is very significant aspect as it is the method of altering data into information (Bhattacharya, 2009). PURPOSE OF THE STUDY The purpose of the study is descriptive. This research is descriptive because this one is the improve research on preceding research work. DATA COLLECTION The research methodology is also an approach used to untangle the difficulty in this study and to achieve three main objectives. The two means of gathering data accessible in accomplishing this project are Primary Data and Secondary data. The primary data are the info which is gathered largely for the investigation being processed. The term secondary data means the info consumed for the project were primarily projected for some other aims by other investigators (Saunders, Lewis, and Adrian, 2009) (Saunders, et al., 2009). Data collected for research can be either primary data or secondary data. Primary data is collected by the researchers from observations, interviews, case studies, action research, questionnaires, longitudinal studies, life histories and ethnographic research. This study mostly depends on primary data as it is focusing towards the service quality expectation and perception between customer and management of Burger King Colliers Wood (Carman, 1990). On the other hand secondary data is the data which already exists. It is collected from diaries, letters, previous research...
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...Assignment 1: McDonald’s Case Study (Careers in Lodging, and Food and Beverage Industries) Ms. Monica Taylor Dr. Daniel C. Frost HRM 532 Talent Management July 19, 2015 Introduction The Hospitality Industry is with no doubt one of the largest industries in the world. This brought about by the many fields and industries that can be placed under its umbrella since it is a combination of a variety of fields into one. It is one of the fastest growing industries also as all industries in the world depend on the Hospitality industry in one way or the other. It is a very interesting industry and holds a wide range of career opportunities for people looking to enjoy work that comes with serving others (Collegegrad, 2015). It encompasses tourism, lodging, food and beverages, hotels and casinos and many other services. Basically, it is a service industry that puts into one the lodging, events and their planning, transport and cruises as well as parks and place viewing. It revolves around providing comfort and pleasure for guests during vacations, meetings and conferences, weddings and honeymoons, dinners and stop-overs during road trips. Management Positions The Hospitality Industry in its huge capacity holds a variety of career opportunities in all levels - from Management careers all the way down (Solnet, Kralj, & Baum, 2015). Looking at the Lodging, and Food and Beverage Industries – there are several managerial positions that one can venture into as a career. Management...
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...Measures 23 Use of Technology 24 Linkages 25 Potential for growth 26 Government Regulations 27 Ethical Issues 28 Conclusion 29 Bibliography 30 Appendices 31 - 38 [pic] The completion of this study would not have been attained without the encouragement and co-operation of some special persons. Subsequently, I would like to thank the individuals at a popular business entity who would like to disclose their splendid contribution and valuable time spent on answering the questions asked. Family members and friends supported in motivating and assisting me throughout the study. I thank my co-worker for guiding me while I was engaged in this study. My sister was a great source of help in gathering the necessary information I needed. My deepest gratitude goes to my teacher Miss Teisha Richards who advised me step by step throughout this exercise. Finally a special thank to my truly inspiring aunt Mrs. Annette Bramwell who has inspired me to do this job. 1 [pic] This study...
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...Introduction 3 Case Study- Part 1 3 1. Types of Menu 3 1.1 The Lamb- pub 3 1.2 Berners Tavern- restaurant 3 2. Food production system 4 2.1 The Lamb- pub 4 2.2 Berners Tavern- restaurant 4 3 Service systems 5 3.1 The Lamb- pub 5 3.2 Berners Tavern- restaurant 5 4. Implications of staff of different systems (comparison and discussion between two establishments) 5 5. Conclusions in regards to menu suitability and establishment of F & B 6 5.1 The Lamb- pub 6 5.2 Berners Tavern- restaurant 6 6. Recommendations for a better system 6 Case study –Part 2 7 An explanation of the purpose of using a cost of the recipe. 8 Case study -3 10 3. Providing food & beverage in hospitality event 10 3.1 Deciding event for dinner 10 3.2 Event action plan 10 3.3 Sending Invitations 11 3.4 Food & drink menu 11 3.5 Service plan 11 3.6 Table plan 11 3.7 Calculation of event costs 12 3.8 Overall plan 13 3.9 Safety and security 13 3.10 Shopping list 13 3.11 Evaluation 13 3.12 Implementation & delivery 13 Conclusion 13 References: 14 Introduction Food and Beverage is an important part in the hospitality industry. It is through this department where a large amount of business is being transacted on a high note (Park et al. 2014). There should an arranged system to serve the food. There are many different sectors of the food industry that is needed to maintain the total sector (Davis et al. 2013). These include education, financial service, and regulation...
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...provides a flexible work-from home business approach. Moreover, the business provides a low risk approach into an ever-popular food service and restaurant industry. It is the aim of the company to tap into the high demand in the food and restaurant industry. There is increased demand by various individuals on the availability of the food service over the internet, and place where they can enjoy various food service at serene environment offered at a cheaper price. Therefore, the objective of Mac at-home food and restaurant Ltd is to offer variety, quality, and affordable food to all segment of the society thereby tapping into customers neglected by big food and restaurants. As such, the business plan preparation aims at raising capital of approximately $30,000. In addition, the business plan aim at raising additional finances required to purchase necessary equipments, launch Mac at-home food and restaurant Ltd website, and other finances required for the first fiscal year operations. The finances already acquired are $35,000 from micro-loan initiative, $13,000 loan from bank, $5,000 government loan, and $30, 000 from the five company investors. The company aims at tapping into the high demand in the food and restaurant industry because of increased demand of the food services over the internet and place where they can enjoy various food services at serene environment offered at a cheaper price. Staffing plan Mac at-home food and restaurant Ltd because of the nature of...
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...1 4 Vs of IKEA FURNITURE Name Saqib Ali Enrolment ID 30113460 Submitted to Dr Maria Zenaida Mullin Submission date 14 Aug, 2015 IKEA FURNITURE OUTLETS Executive summary Brief summary findings It’s difficult to manage furniture store like IKEA because lot of employees are required to run the operations smoothly and it’s a big problem to manage bigger workforce, so that’s why it’s one of the biggest issue for the IKEA furniture to handle the big workforce. IKEA furniture retail stores having very big and complicated store structure, which is also one of main problem to organize, in any worst case like fire into the store it’s difficult to move everyone out of the retail store. And big furniture Retail stores like IKEA also having a lot of products like chairs, beds, sofas etc. So in case, sales of the products gone slow all of the product gone dusty and its difficult to maintain all furniture clean and in good condition. (Furniture World 2012). Conclusion After analysing all the operation of the IKEA furniture, I am able to find out IKEA furniture emphasis a lot on efficiency and effectiveness of its operation management. The company has implemented its operations management strategy in all of its business process and operations to maintain low cost model. IKEA furniture’s is one of the best examples of the corporations who concentrate high effective operation management. Table of Contents Executive Summary...
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...INSTEAD OF NICHING Guan H Lim, Khai S Lee and Soo J Tan Abstract Existing research seems to suggest that the obvious strategy choice for SMEs, given the fact that they do not have plentiful resources, is to is to seek market niches. However, the very fact that SMEs do not have plentiful resources may mean that they would not be able to niche successfully beyond the short term. The bigger firms who have initially neglected the niches may try to wrestle the niche away from the SMEs, especially if the SMEs have successfully developed the market into a size that is sufficiently big and profitable. A better strategy choice for the SMEs might be to offer products/services that are substitutable to, but differentiated from, that offered by the incumbent bigger firms. This paper, through the use of deductive logic and actual case examples, shows why a substitution strategy might indeed be a better strategic choice for the SMEs. Introduction Conventional wisdom (see for examples Perry, 1987; Waterworth 1987; and Kotler, 1996) suggests that niching is the strategy choice of SMEs given that SMEs have limited resources. They do not have plentiful financial resources, and very often are also short on manpower especially those with the necessary managerial skills and marketing expertise. However, it is this very lack of resources that may impede the SMEs' ability to niche successfully and sustain its market entry in the long run This is because, in following the niching strategy, the SMEs must...
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...wellness, makeovers and entertainment, and other social activities designed specifically without necessarily going against traditional customs and beliefs. Thus, the lifestyle women club has the objective of improving the quality of life and adding value to each member and guests of the proposed club. Market study reveals that the all-female center is a new unsaturated niche market in Saudi Arabia. Only a small number of establishments offer facilities for spa and leisure activities. Health clubs for women are rare. Thus creating a gap in the market and providing business opportunities for entrepreneurs. The first in the region, the all-female lifestyle women club will be strategically located in Alkhobar Halfmoon coastal area. The target markets consist of the middle class females in the eastern province of Saudi Arabia. The lifestyle women club will provide services, facilities and amenities for swimming, dinning, relaxation, entertainment and fitness and wellness. However, the women club competitive advantage rests on the promise of holistic unparalleled experience of a privileged member enjoying the benefits of all-female private club experience and other services. Introduction: The...
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...Strategy Analysis Tsuru Case study Group B12 Group member: HIRPARA SHREY LIM JIA XIN OGUNRINDE OLADIPO WANG QIU JING External analysis 1.1 PESTLE Analysis: The two most important factors to be considered is the economic and social factors. The recovery of the UK economy and the increasing employment rate has increased the average consumer spending on eating out. The eating out market in UK increased at approximately 2% in 2014 and quick-service restaurants experienced a growth rate of 3.7% (EY Report). The London property market has also increased by 29% in 2014 which may affect restaurants’ profitability. As for the social factor, increasing consumer awareness on healthy lifestyles has influenced restaurants to include healthier choices in their menu. This trend provides a good opportunity for both existing players and new entrants to attract new market segmentations. The political and legal, technology and environmental factors are explained in detail in Appendix 1. 1.2 Porter’s five forces: As shown in Appendix 2, there is intense competition among dominant market players such as Wasabi and Itsu which have numerous franchises and experience high brand values and customer loyalty. They benefit from economies of scale and have the resources to retaliate aggressively through pricing promotion. However, the barriers to entry is moderate since the initial capital outlay are relatively low. The market competitiveness increases buyers power. Customers are price...
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