Dissertation代寫案例：Organization Study of Pizza Hut

Dissertation輔導范例-必勝客組織研究。本篇內(nèi)容是本站提供的dissertation代寫范文，該篇dissertation主要內(nèi)容是講述必勝客（Pizza Hut，股份有限公司）是一家美國連鎖餐廳和國際特許經(jīng)營店，提供不同風格的披薩和其他配菜，包括意大利面、水牛翼、面包條和大蒜面包。必勝客是百勝的子公司！Brands，股份有限公司（總部設(shè)在迪拜的母公司。他們?yōu)楸貏倏停ò咨惩撸┨峁┰牧虾蜆藴剩绻貏倏筒蛔袷厮麄兊臉藴?，他們有?quán)關(guān)閉業(yè)務(wù)）。巴基斯坦必勝客在巴基斯坦各地有40家分店，總部分別位于拉合爾和卡拉奇。下面就一起來看一下這篇dissertation代寫范文內(nèi)容。

Pizza Hut (known as Pizza Hut, Inc.) is an American restaurant chain and international franchise that offers different styles of pizza with other side dishes including pasta, buffalo wings, breadsticks, and garlic bread. Pizza Hut is a subsidiary of Yum! Brands, Inc.( A parent body which has headquarter in Dubai. They provide raw materials and standard for Pizza Hut (Peshawar) to follow and they have a right to seal the business if Pizza Hut doesn’t follow their standard). Pizza Hut Pakistan has 40 outlets all over Pakistan and its headquarters are in Lahore and Karachi respectively.

必勝客（Pizza Hut，股份有限公司）是一家美國連鎖餐廳和國際特許經(jīng)營店，提供不同風格的披薩和其他配菜，包括意大利面、水牛翼、面包條和大蒜面包。必勝客是百勝的子公司！Brands，股份有限公司（總部設(shè)在迪拜的母公司。他們?yōu)楸貏倏停ò咨惩撸┨峁┰牧虾蜆藴?，如果必勝客不遵守他們的標準，他們有?quán)關(guān)閉業(yè)務(wù)）。巴基斯坦必勝客在巴基斯坦各地有40家分店，總部分別位于拉合爾和卡拉奇。

History:

Pizza Hut was founded in 1958 by brothers Dan and Frank Carney in their hometown of Wichita, Kansas. When a friend suggested opening a pizza parlor, they agreed that the idea could prove successful, and they borrowed $600 from their mother to start a business with partner John Bender. Renting a small building and purchasing secondhand equipment to make pizzas, the Carneys and Bender opened the first “Pizza Hut” restaurant; on opening night, they gave pizza away to encourage community interest. They chose the name “Pizza Hut” since the sign they purchased only had enough space for nine characters and spaces. Additional restaurants were opened, with the first franchise unit opening in 1959 in Topeka, Kansas. The original Pizza Hut building was later relocated to the Wichita State University campus.

(Reference- http://en.wikipedia.org/wiki/Pizza_Hut)

Products:

Chicken Wings — Rs. 120 for 6 Pieces, Rs 225 for 12 Pieces

Flaming Wings — Rs. 135 for 6 Pieces, Rs. 255 for 12 Pieces.

Pizza Hut Platter 2 — 365 Rs.

Bruschetta – 195 Rs.

Kebab Stuffers – 195 Rs. 4 Pieces

Pizza Hut Platter 1 – 365 Rs.

BBQ Chicken Spin Rolls – 195 Rs

Behari Chicken Spin Rolls – 195 Rs.

(Reference- http://www.pizzahut.net.pk/starters.html)

P1: Give a proper definition of Operations Management and discuss the salient features of the definition

Operations Management

“Operations Management is concerned with the production of goods and services. It deals with the management of resources (inputs: machines, raw materials, human skills, etc), and the distribution of finished goods and services (outputs) to the customers”.

There are two types of business Operations:

Manufacturing Companies

Services Companies

If a” company has the potential to produce tangible goods, it is referred to as manufacturing business companies” Manufacturing operations deal with goods/tangible products. Example industries: Agriculture, forestry and fishing, Mining, Construction, etc.

“The companies who do not produce tangible products are referred to as service business companies”. Some service operations deal with tangible outputs even though they do not manufacture a product: examples are distributors, mail service, library, etc. Other service operations deal with intangible products. These are pure service operations: examples are financial advice, counseling, etc

Operation manager is the integral part of the organization. He deals with employees directly; he shows the way work should be done in different departments of the organization. He supervises the progress and make sure that each task is completed on time. Operation managers every where are given the largest budget of the organization so that he can utilize them and produce results. He is responsible to arrange supplies of equipments, raw materials, labors etc needed to convert input in to outputs (products). Therefore, operations function plays a significant role in success of businesses

Key salient features of this definition are:

Products or services must be developed,

Materials must be purchased,

Facilities must be maintained,

Products or services must be distributed, and so on

Inputs Operations Function

Output Customers (Fig 1.0)

M1: In the context of selected business apply the operation management definition given in P1. Explain the salient feature you find in the business being studied?

During the interview the regional (Peshawar) manager of Pizza hut, told us that their headquarters are in Lahore and Karachi respectively, where their head operations department is situated. He said that they call their operation manager as a coaching master. According to him as Pizza Hut is a multinational company so it is bound to follow the international standard in Pakistan. The body that provides basic Pizza raw materials, policies and standard is Yum incorporation which is situated in Dubai.

According to him, their Coaching master is responsible to follow the Yum standard policies. He receives raw material through ship from Yum, Dubai and then he supplies them to their warehouse in Lahore. This Coaching master has very good relationship with his other branch managers. He make sure that the raw materials required to make pizza are delivered to Pizza hut regional branches in time because the basic rule of Yum is that daily some materials required should be utilized within 12 hours. The remaining materials should be disposed off. He has good relationship with K&N and Pepsi because they are needed for daily use and needed to be delivered to each branches. He has created a team culture for each branches of Pizza Hut and assigned a role of team leader to the respective manager of each branches. Then it’s the manager’s responsibility that how well he trains his supporting staff in order to achieve the operations objectives.

According to the manager of Pizza Hut Peshawar he has 60 supporting workers who work in two shifts. First shift from 9am to 5pm and second shift from 7pm to 3am. He weekly receives raw materials from their warehouse and from K&N. Then he monitors the kitchen work where the raw materials are converted in Pizzas and other dishes. Then he make sure his waiters politely receive the customers and with their orders and try to deliver them as soon as possible. They have also given the facility of take away where customers come and take item with them. And the manager is also responsible for the marketing strategy of the Pizza Hut marketing department to provide free delivery services till 20 km.

The points discussed above is relating to the salient features of operation management that is of Products or services must be developed, Materials must be purchased, Facilities must be maintained, Products or services must be distributed, and so on. In Pizza Hut operation manager provides materials and labors services, receive supplies from Yum and supply them to each branches, he is responsible to provide good environment for the customers and his workers and facilities to his customers. The products are then provided to the customers. So in general, in pizza hut operations department in Karachi is responsible for the success of Pizza Hut (Pakistan).

P2: How operation management interlinks with other function of given organization. (Finance, Marketing, Administration, Inventory Management etc)

Operations management needs to be well integrated with other parts of business. Operations management is one of 3 prime functions of Pizza Hut

Finance

Marketing

Operations

Works of 3 primary functions above overlaps each other and all 3 department work together to reach the overall objectives of Pizza Hut. As I said above that operations manager of Pizza Hut is responsible for the following:

He is responsible to receive the supplies of raw materials from Yum Dubai so he needs to have good relations with account department (Finance) because for importing Raw material from Yum. Inc he needs money which he can get from the finance departments of Pizza Hut in Karachi.

He is responsible to make sure that they keep following the standard policies of Yum Inc. In this situation he needs the help of the administration and the employees if the administration provides incentives to the employees they will be motivated and they will work for the success of Pizza Hut by following the roles of Yum.

One of the functions of operation manager is to train his current employees, compensate them. For compensating the employees he needs the help of the Finance department. For this purpose he has promoted team culture every one works together for the success.

For supply raw material to the regional branches from their warehouse the operation manager need the help of the stock management of the warehouse to supply the raw material through fast means of transport.

For attracting customers for dishes, the operations manager requires a good advertisement of the meals packages from Pizza Hut Marketing Department.

As we discussed above that operation management is the integral part of the organization and they are responsible for the success of the every organization but they can not achieve their objectives without the help of Marketing, Finance, Stock management departments of the organization. Therefore the operations management of Pizza Hut needs to have good relationship with their marketing, finance, stock departments and the employees of Pizza Hut in order to implement their practices effectively.

P3: Analyze the value chain and five performance objective on the given organization.

You should give a general description of the value chain and fiver performance objectives in your answer

Value Chain of Pizza Hut

Secondary

Activities

Profit

Margin

Margin

Primary Activities

Customer Care

Manager

Operation Department

Raw

Material

Weekly

Stock

Process

Cooking

9am-5pm

7pm-3am

Serving

Customers

Sales

Pizza Hut

Primary Activities are related to raw materials, weekly stock process, production by orders, and delivery/services and sales.

Raw Material: According to the manager of Pizza Hut Peshawar, he said that they receives their raw materials on weekly basis from their warehouse (Lahore). Firstly the raw materials of Pizzas comes to Karachi through ship from Yum incorporation (Dubai) then Karachi branch is responsible for delivering raw materials to Lahore warehouse and finally they send it to Peshawar branch while for soft drinks and chickens they have a contract with fresh vegetables suppliers, Pepsi and K&N respectively for delivering them fresh vegetables, soft drinks and chickens on daily basis.

歷史

必勝客由丹和弗蘭克·卡尼兄弟于1958年在他們的家鄉(xiāng)堪薩斯州威奇托創(chuàng)立。當一位朋友建議開一家披薩店時，他們一致認為這個想法可能會成功，于是他們向母親借了600美元，與合伙人約翰·本德一起創(chuàng)業(yè)?？崴购捅镜路驄D租了一棟小樓，購買二手設(shè)備制作披薩，開設(shè)了第一家“必勝客”餐廳；開幕當晚，他們贈送了披薩以鼓勵社區(qū)的興趣。他們選擇了“必勝客”這個名字，因為他們購買的招牌只有九個字符和空間。1959年，堪薩斯州托皮卡市開設(shè)了第一家特許經(jīng)營餐廳。最初的必勝客大樓后來被搬遷到威奇托州立大學校園。

參考http://en.wikipedia.org/wiki/Pizza_Hut)

產(chǎn)品：

雞翅——6塊120盧比，12塊225盧比

火焰之翼——6件135盧比，12件255盧比。

必勝客2號——365盧比。

Bruschetta–195盧比。

Kebab填充器-195盧比4件

必勝客1-365盧比。

烤雞旋轉(zhuǎn)卷-195盧比

Behari雞肉旋轉(zhuǎn)卷-195盧比。

參考http://www.pizzahut.net.pk/starters.html)

P1：給出運營管理的正確定義，并討論該定義的顯著特征

運營管理

“運營管理涉及商品和服務(wù)的生產(chǎn)。它涉及資源（投入：機器、原材料、人力技能等）的管理，以及向客戶分配成品和服務(wù)（產(chǎn)出）”。

業(yè)務(wù)運營有兩種類型：

制造公司

服務(wù)公司

如果一家“公司有潛力生產(chǎn)有形商品，則被稱為制造業(yè)企業(yè)”，制造業(yè)務(wù)涉及商品/有形產(chǎn)品。示例行業(yè)：農(nóng)業(yè)、林業(yè)和漁業(yè)、采礦、建筑等。

“不生產(chǎn)有形產(chǎn)品的公司被稱為服務(wù)商業(yè)公司”。一些服務(wù)業(yè)務(wù)處理有形產(chǎn)出，即使它們不生產(chǎn)產(chǎn)品：例如分銷商、郵件服務(wù)、圖書館等。其他服務(wù)業(yè)務(wù)處理無形產(chǎn)品。這些都是純粹的服務(wù)操作：例如財務(wù)咨詢、咨詢等

運營經(jīng)理是組織不可分割的組成部分。他直接與員工打交道；他展示了組織中不同部門的工作方式。他監(jiān)督進度，確保每項任務(wù)按時完成。每個地方的運營經(jīng)理都得到了組織最大的預(yù)算，這樣他就可以利用這些預(yù)算并產(chǎn)生結(jié)果。他負責安排將投入轉(zhuǎn)化為產(chǎn)出（產(chǎn)品）所需的設(shè)備、原材料、勞動力等的供應(yīng)。因此，運營職能對企業(yè)的成功起著重要作用

該定義的主要顯著特征是：

必須開發(fā)產(chǎn)品或服務(wù)，

必須購買材料，

必須維護設(shè)施，

必須分發(fā)產(chǎn)品或服務(wù)，等等

輸入操作功能

輸出客戶（圖1.0）

M1：在所選業(yè)務(wù)的上下文中，應(yīng)用P1中給出的運營管理定義。解釋你在所研究的業(yè)務(wù)中發(fā)現(xiàn)的顯著特征？

在采訪中，必勝客的地區(qū)（白沙瓦）經(jīng)理告訴我們，他們的總部分別位于拉合爾和卡拉奇，他們的首席運營部就設(shè)在那里。他說，他們稱運營經(jīng)理為教練大師。據(jù)他介紹，必勝客是一家跨國公司，因此必然會在巴基斯坦遵循國際標準。提供基本披薩原料、政策和標準的機構(gòu)是位于迪拜的百勝集團。

據(jù)他說，他們的教練負責遵循百勝的標準政策。他從迪拜百勝通過船運接收原材料，然后將其供應(yīng)到拉合爾的倉庫。這位教練大師與其他分公司經(jīng)理的關(guān)系非常好。他確保制作披薩所需的原材料及時送達必勝客地區(qū)分店，因為百勝的基本規(guī)則是每天所需的一些材料應(yīng)在12小時內(nèi)使用完畢。剩下的材料應(yīng)該處理掉。他與K＆N和百事可樂的關(guān)系很好，因為它們是日常使用所需的，需要運送到每個分支機構(gòu)。他為必勝客的每個分店創(chuàng)建了團隊文化，并為每個分店的經(jīng)理分配了團隊領(lǐng)導者的角色。然后是經(jīng)理的責任，他如何良好地培訓他的支持人員，以實現(xiàn)運營目標。

據(jù)白沙瓦必勝客的經(jīng)理說，他有60名護工，兩班倒。第一班從上午9點到下午5點，第二班從晚上7點到凌晨3點。他每周從他們的倉庫和K＆N接收原材料。然后，他監(jiān)督廚房工作，將原材料轉(zhuǎn)化為披薩和其他菜肴。然后，他確保服務(wù)員禮貌地接待顧客和他們的訂單，并盡量盡快送達。他們還提供了顧客來取東西的便利。經(jīng)理還負責必勝客營銷部的營銷策略，提供免費送貨服務(wù)至20公里。

上述幾點與經(jīng)營管理的顯著特點有關(guān)，即必須開發(fā)產(chǎn)品或服務(wù)，必須購買材料，必須維護設(shè)施，必須分發(fā)產(chǎn)品或服務(wù)等。在必勝客，經(jīng)營經(jīng)理提供材料和勞務(wù)，從百勝那里接收物資并供應(yīng)給各分公司，他有責任為客戶提供良好的環(huán)境，為客戶提供工人和設(shè)施。然后將產(chǎn)品提供給客戶。所以總的來說，在卡拉奇的必勝客運營部門是必勝客（巴基斯坦）的成功負責人。

P2：運營管理如何與特定組織的其他職能相互聯(lián)系。（財務(wù)、市場營銷、行政、庫存管理等）

運營管理需要與業(yè)務(wù)的其他部分很好地集成。運營管理是必勝客的三大主要職能之一

資金

營銷

操作

上述三個主要職能的工作相互重疊，三個部門共同努力，以實現(xiàn)必勝客的總體目標。正如我上面所說，必勝客的運營經(jīng)理負責以下工作：

他負責從百勝迪拜接收原材料供應(yīng)，因此他需要與會計部門（財務(wù)）保持良好關(guān)系，因為從百勝進口原材料。他需要錢，可以從卡拉奇必勝客的財務(wù)部門得到。

他有責任確保他們繼續(xù)遵守百勝股份有限公司的標準政策。在這種情況下，如果政府向員工提供激勵措施，他需要政府和員工的幫助，他們將受到激勵，他們將通過扮演百勝的角色為必勝客的成功而努力。

運營經(jīng)理的職責之一是對現(xiàn)有員工進行培訓和補償。為了補償員工，他需要財務(wù)部門的幫助。為此，他提倡團隊文化，每個人都為了成功而共同努力。

對于從倉庫向區(qū)域分支機構(gòu)供應(yīng)原材料，運營經(jīng)理需要倉庫庫存管理的幫助，通過快速運輸方式供應(yīng)原材料。

為了吸引顧客購買菜肴，運營經(jīng)理要求必勝客營銷部做好套餐廣告。

正如我們上面所討論的，運營管理是組織不可分割的一部分，他們對每個組織的成功負責，但如果沒有組織的營銷、財務(wù)、庫存管理部門的幫助，他們就無法實現(xiàn)自己的目標。因此，必勝客的運營管理需要與營銷、財務(wù)、庫存部門以及必勝客員工建立良好的關(guān)系，才能有效地實施他們的做法。

P3：分析給定組織的價值鏈和五個績效目標。

你應(yīng)該在回答中對價值鏈和五個績效目標進行一般性描述

必勝客的價值鏈

次要的

活動

利潤

邊緣

邊緣

主要活動

客戶關(guān)懷

經(jīng)理

運營部

未經(jīng)加工的

布料

每周的

股票

過程

烹飪

上午9點至下午5點

晚上7點至凌晨3點

服務(wù)

客戶

銷售額

必勝客

主要活動與原材料、每周庫存流程、訂單生產(chǎn)以及交付/服務(wù)和銷售有關(guān)。

原材料：據(jù)白沙瓦必勝客的經(jīng)理說，他們每周都會從倉庫（拉合爾）收到原材料。首先，披薩的原材料從百勝公司（迪拜）通過船運到達卡拉奇，然后卡拉奇分公司負責將原材料運送到拉合爾倉庫，最后他們將其送往白沙瓦分公司，而軟飲料和雞肉，他們分別與新鮮蔬菜供應(yīng)商百事可樂和K＆N簽訂了合同，每天運送新鮮蔬菜、軟飲料和雞。

Weekly Stock Process: Pizza Hut has got freezers for keeping the stock on weekly basis because their warehouses are at Lahore and Karachi so it’s hard for them to order raw materials on daily basis while other things like fresh vegetables, Pepsi and chickens are being ordered on daily basis because they want to utilize fresh chickens, vegetables and so on. And they are buying Masala for a week, because Masala is something which can’t get ruin so that’s why they buy it for a week.

Cooking/Operation: According to the manager of Pizza Hut Peshawar, currently he has got 60 supporting workers who work in two shifts. First shift from 9am to 5pm and second shift from 7pm to 3am so for running pizza hut, they have divided their staff in different categories like there are some waiters who gets an order at hall and some of the waiters are responsible to take orders at take away and receptionist takes an order through telephone calls, so they gives order to operation department through Computer Network and the order passes to Order Filler then he pass the order to Order Checker and he is passing it to the Cook. When the given ordered gets ready then Cook gives the given ordered Pizzas and etc to Order Filler and he is gives it to Waiter for serving the customer and this whole process takes only 15 minutes.

Serving Customers: Pizza Hut has different types of waiters which are as follows:

Take Away: They take orders from customers and passing the order to operation department through Order Filler and Order Checker respectively after that when the given order gets ready then Order Filler is responsible to deliver the item to take away, for serving those customers who wants to take Pizzas with themselves.

Waiters: Pizza Hut’s waiters take an order and passes it to order filler for delivering Pizzas to customers

Sales: – There main focus is providing best quality foods within few minutes of given orders to deliver Pizzas in 15 minutes so their fast services along with best quality of Pizzas are generating customer satisfaction which leads towards high profit.

Support Activities provides purchased raw materials, and human resources to support the primary activities.

Manager: He is the responsible person for providing raw materials from their warehouse (Lahore) on weekly basis and soft drinks, chickens and fresh vegetables are being ordered to their contractor on daily basis and he is keep hanging under the roof of Pizza Hut all around in order to generate profits.

Customer Care (Take Away, Waiters, Supplier (Free Home Delivery), Finance Manager and Guards)

They are contributing at different levels for increasing the sales which are the following:

Take Away: They take orders from customers and passing the order to Operation Department for serving that customer who wants to buy Pizzas on the spot due to which their sale increases.

Waiters: – At Pizza Hut there are some waiters which work inside the organization and they are responsible to take orders from the customers.

Supplier (Free Home Delivery): They are only responsible for delivering Pizzas in order to generate revenue from those customers who gives an order of Pizzas delivery.

Finance Manager: In order to keep the record of budget manager himself and a subordinate is holding the responsibility of payment procedures that they have a better financial management.

Operation Department (Cooks and Bakers): They are responsible for the process of cooking best quality Pizzas.

Five Performance Objectives

Quality: Pizza Hut is known by their best of quality pizza in Peshawar. They are buying raw materials from Yum (Dubai), staffs are well-trained and they are using latest equipments which are helping them to serve the customers with best pizzas.

Speed: Pizza Hut is delivering pizzas to their customers within 15 minutes. It shows that how much they are efficient in the process of baking pizza with the help of trained staffs and latest technologies.

Dependability: As earlier we have discussed that their raw materials are coming from Lahore (warehouses) in order to provide best quality of pizzas but ordering raw materials can make them in trouble because sometimes uncertainty can occur now a days in Peshawar and around Pakistan while if we talk about customers they are more depended on them, as they get orders then they have to deliver the pizzas on time and they are really efficient in delivering pizzas because it takes only 15 minutes right after order.

Flexibility: It tends to be effective with the changes of customers taste, design and so on. Pizza Hut’s major specialty is in Pizza but moreover they have introduced different meals along with pizza and they are offering pizzas in different sizes and packages for their customers which show that they are really trying to satisfy their customers.

Cost: Pizza Hut is charging high prizes of their pizzas due to their expensive raw materials, professional staff, monopoly in the market of Pizza at Peshawar, so if they try to have a warehouse here in Peshawar then it will bring changes in their activities like they will not face the problem of raw materials delivery even if any uncertainty happens.

M2: Discuss different environmental auditing techniques and how these techniques affecting operation management of given organization.

Environmental Auditing Techniques

Volume

Volume refers to the number of times that an operation has to deliver a service of product. An operation dealing with high volume should be designed to process the demands placed upon it more speedily than the operation meeting lower volume.

(2nd Edition, Operations Management in Context by Frank Rowbotham)

According to the Manager of Pizza Hut Peshawar, He is the responsible person to check each and everything on daily basis. He is providing raw materials for production department (kitchen) and he is always trying to keep an eye over front desk, hall, waiters, suppliers and distributors (those who do free home delivery). All these works are done by the manager on daily basis and regularly with intend of satisfying customers by delivering their meal orders speedily, in order to provide quick service to them.

Variation

It describes the patterns of volume demands. If there are many peaks and troughs in demand the situation is said to be one of high variation. The challenge in this case is to design an operation that can provide the correct level of capacity to meet this pattern. Carrying extra capacity in the times of low demand is inherently expensive, involving under-utilization of key resources such as staff, technology and facilities.

(2nd Edition, Operations Management in Context by Frank Rowbotham)

Changing their work processes and work designs according to change in the taste of customers is a big challenge for Pizza Hut. In the world today customers want changes and want to taste different products and food items. Pizza Hut is specialized in Providing quality pizzas but now in Peshawar new restaurants are opening offering new tastes and dishes which are giving tough time to Pizza Hut and their sales have been affected by it tremendously, keeping in view these environmental affecting factors Pizza Hut has now introduced new items in their meals and are committed to introduce new dishes. They have invested a lot on new technological kitchen equipments in order to compete with competitor and maintain their standards.

Variety

Variety is the term applied to the number of different types of services or products demanded. High variety environments require different services or products on a frequent basis, whereas low variety demands look for the same output most of the time. An operation facing high variety has to be designed to provide appropriate level of flexibility. This flexibility will be usually expensive compared to the costs of operation designed to cope with low variety.

(2nd Edition, Operations Management in Context by Frank Rowbotham)

As we have discussed above that people want change in whatever they do or would like to have and as far as pizza Hut is concern it is specialized in pizza coping with high demand is very difficult task for the operation manager of Pizza Hut in Karachi because previously he was providing raw materials for producing Pizzas in each branches of Pizza Hut now with change in demand they will have to introduce new dishes in their menu for that purpose he needs to arrange raw materials, cooks in each branches for these new dishes. Providing quick service to the customer is very important aspect of operation manager so he needs to train his staff to deliver orders on time effectively. Coping with high variety is a more challenging managerial task than dealing with low variety.

Customer Contact

The customer contact dimension is concerned with how much time the personnel of operation have to spend with their customers. Customers are independent of the operation unlike its staff. The more those customers involved, the greater is challenge to the planning and control of operation manager.

(2nd Edition, Operations Management in Context by Frank Rowbotham)

The manager who is responsible to control the operations of the Pizza Hut Peshawar branch deals with customers regularly on daily basis. He makes sure that customers are treated fairly in with a fair environment otherwise, customers can be disappointed and they would not want to visit them again which can affect the business. He is always involve with customers and try to deliver their orders quickly. When customers come and while going the manager says welcome and bye from the front desk. In order to satisfy their customers the manager of Pizza Hut spend a lot of time with his supporting staff making sure that every work has to be done on time in order to satisfy their customers.

每周庫存流程：必勝客每周都有冷凍柜來儲存庫存，因為他們的倉庫位于拉合爾和卡拉奇，所以他們很難每天訂購原材料，而其他東西，如新鮮蔬菜、百事可樂和雞肉，因為他們想利用新鮮的雞、蔬菜等，所以每天都在訂購。他們購買Masala一周，因為Masala是一種不會被破壞的東西，所以他們購買了一周。

烹飪/運營：據(jù)白沙瓦必勝客經(jīng)理介紹，目前他有60名護工，兩班倒。第一班從上午9點到下午5點，第二班從晚上7點到凌晨3點，所以為了經(jīng)營披薩屋，他們將員工分為不同的類別，比如有些服務(wù)員在大廳接單，有些服務(wù)員負責在外賣處接單，接待員通過電話接單，所以他們通過計算機網(wǎng)絡(luò)將訂單下達給運營部門，然后訂單傳遞給訂單填充人，然后他將訂單交給訂單檢查器，然后他再將訂單傳遞給廚師。當指定的訂單準備好后，庫克將指定的披薩等交給訂單填充人，然后交給服務(wù)員為顧客服務(wù)，整個過程只需15分鐘。

為顧客服務(wù)：必勝客有不同類型的服務(wù)員，如下所示：

外賣：他們接受客戶的訂單，并分別通過訂單填充器和訂單檢查器將訂單傳遞給運營部門，然后當給定的訂單準備好后，訂單填充器負責交付要帶走的物品，為那些想自己帶披薩的客戶服務(wù)。

服務(wù)員：必勝客的服務(wù)員接受訂單并將其交給訂單填充器，以便將披薩送到顧客手中

銷售：–我們的主要重點是在接到訂單后幾分鐘內(nèi)提供最優(yōu)質(zhì)的食品，在15分鐘內(nèi)提供披薩，因此他們的快速服務(wù)和最優(yōu)質(zhì)的披薩正在產(chǎn)生客戶滿意度，從而實現(xiàn)高利潤。

支持活動提供購買的原材料和人力資源來支持主要活動。

經(jīng)理：他是負責每周從他們的倉庫（拉合爾）提供原材料的人，每天都會向承包商訂購軟飲料、雞肉和新鮮蔬菜，他一直在必勝客的屋頂下工作，以賺取利潤。

客戶服務(wù)（外賣、服務(wù)員、供應(yīng)商（免費送貨上門）、財務(wù)經(jīng)理和警衛(wèi)）

他們在不同層面上為增加銷售額做出了貢獻，具體如下：

外賣：他們接受客戶的訂單，并將訂單傳遞給運營部，為想當場購買披薩的客戶提供服務(wù)，從而增加了他們的銷售額。

服務(wù)員：在必勝客，有一些服務(wù)員在組織內(nèi)部工作，他們負責接受顧客的訂單。

供應(yīng)商（免費送貨上門）：他們只負責交付披薩，以便從訂購披薩的客戶那里獲得收入。

財務(wù)經(jīng)理：為了記錄預(yù)算經(jīng)理本人和下屬的付款程序，他們有更好的財務(wù)管理。

運營部（廚師和面包師）：他們負責烹飪最優(yōu)質(zhì)披薩的過程。

五個績效目標

質(zhì)量：必勝客在白沙瓦以其最優(yōu)質(zhì)的披薩而聞名。他們從百勝（迪拜）購買原材料，員工訓練有素，他們使用最新的設(shè)備，幫助他們?yōu)榭蛻籼峁┳詈玫呐_。

速度：必勝客在15分鐘內(nèi)將披薩送到顧客手中。這表明，在訓練有素的員工和最新技術(shù)的幫助下，他們在烤披薩的過程中有多高效。

可靠性：如前所述，他們的原材料來自拉合爾（倉庫），以提供最佳質(zhì)量的披薩，但訂購原材料可能會給他們帶來麻煩，因為有時不確定性會在白沙瓦和巴基斯坦各地每天都會發(fā)生，而如果我們談?wù)摽蛻簦麄兏蕾囁麄?，當他們收到訂單時，他們必須按時交付披薩，而且他們在交付披薩方面非常高效，因為訂購后只需15分鐘。

靈活性：隨著顧客口味、設(shè)計等的變化，它往往是有效的。必勝客的主要特色是披薩，但此外，他們推出了不同的餐點和披薩，并為顧客提供不同尺寸和包裝的披薩，這表明他們真的在努力滿足顧客。

成本：必勝客對他們的披薩收取高額獎金，因為他們昂貴的原材料、專業(yè)的員工、白沙瓦披薩市場的壟斷，所以如果他們試圖在白沙瓦建立一個倉庫，那么這將給他們的活動帶來變化，即使發(fā)生任何不確定性，他們也不會面臨原材料交付的問題。

M2：討論不同的環(huán)境審計技術(shù)，以及這些技術(shù)如何影響特定組織的運營管理。

環(huán)境審計技術(shù)

體積

數(shù)量是指一個運營商必須提供產(chǎn)品服務(wù)的次數(shù)。處理高容量的操作應(yīng)設(shè)計為比處理低容量的操作更快地處理對其提出的需求。

（第2版，F(xiàn)rank Rowbotham的《上下文中的運營管理》）

據(jù)白沙瓦必勝客經(jīng)理介紹，他是每天檢查每一件事情的負責人。他為生產(chǎn)部門（廚房）提供原材料，他總是努力關(guān)注前臺、大廳、服務(wù)員、供應(yīng)商和經(jīng)銷商（那些免費送貨上門的人）。所有這些工作都是由經(jīng)理每天定期完成的，目的是通過快速送餐來滿足客戶的需求，從而為他們提供快速服務(wù)。

變異

它描述了批量需求的模式。如果需求有很多波峰和波谷，那么情況就被認為是高度變化的情況之一。這種情況下的挑戰(zhàn)是設(shè)計一種能夠提供正確容量水平以滿足這種模式的操作。在需求較低的時候承載額外的容量本身就很昂貴，這涉及到人員、技術(shù)和設(shè)施等關(guān)鍵資源的利用不足。

（第2版，F(xiàn)rank Rowbotham的《上下文中的運營管理》）

根據(jù)顧客口味的變化改變他們的工作流程和工作設(shè)計對必勝客來說是一個巨大的挑戰(zhàn)。在當今世界，顧客想要改變，想要品嘗不同的產(chǎn)品和食物。必勝客專門提供高質(zhì)量的披薩，但現(xiàn)在在白沙瓦，新的餐廳正在開業(yè)，提供新的口味和菜肴，這給必勝客帶來了困難，他們的銷售額受到了巨大的影響，考慮到這些環(huán)境影響因素，必勝客現(xiàn)在在他們的餐食中引入了新的項目，并致力于引入新的菜肴。為了與競爭對手競爭并保持其標準，他們在新技術(shù)廚房設(shè)備上投入了大量資金。

不同種類

多樣性是指所需的不同類型服務(wù)或產(chǎn)品的數(shù)量。高多樣性的環(huán)境經(jīng)常需要不同的服務(wù)或產(chǎn)品，而低多樣性的需求在大多數(shù)時候都尋求相同的輸出。面對高多樣性的操作必須被設(shè)計為提供適當水平的靈活性。與為應(yīng)對低變化而設(shè)計的操作成本相比，這種靈活性通常是昂貴的。

（第2版，F(xiàn)rank Rowbotham的《上下文中的運營管理》）

正如我們上面所討論的，人們希望改變他們所做或想要的任何事情，就必勝客而言，它是專門生產(chǎn)披薩的，以應(yīng)對高需求對卡拉奇必勝客的運營經(jīng)理來說是一項非常困難的任務(wù)，因為以前他在必勝客的每個分店提供生產(chǎn)披薩的原材料，現(xiàn)在隨著需求的變化，他們將不得不在菜單中引入新的菜肴，為此，他需要安排原材料，在每個分店烹飪這些新菜肴。為客戶提供快速服務(wù)是運營經(jīng)理的一個非常重要的方面，因此他需要培訓員工及時有效地交付訂單。與應(yīng)對低多樣性相比，應(yīng)對高多樣性是一項更具挑戰(zhàn)性的管理任務(wù)。

客戶聯(lián)系人

客戶接觸維度與運營人員與客戶相處的時間有關(guān)。與員工不同，客戶獨立于運營。參與的客戶越多，對運營經(jīng)理的規(guī)劃和控制就越大。

（第2版，F(xiàn)rank Rowbotham的《上下文中的運營管理》）

負責控制必勝客白沙瓦分店運營的經(jīng)理每天定期與顧客打交道。他確保在公平的環(huán)境中公平對待客戶，否則，客戶可能會失望，他們不想再去拜訪他們，這可能會影響業(yè)務(wù)。他總是與客戶打交道，并努力快速交付他們的訂單。當顧客來來往往時，經(jīng)理在前臺說歡迎和再見。為了讓顧客滿意，必勝客的經(jīng)理花了很多時間和他的支持人員在一起，確保每一項工作都必須按時完成，才能讓顧客滿意。

D1: Recommend how the studied organization can improve its operation performance on the basis of environmental analysis

Pizza Hut has to bring the changes in pizza size, because Pakistani people always prefer and go with a big pizza

Pizza Hut has to launch the concept of “Eat as much as you can” in specific period of time. Obviously, the volume of their customer will be increase, as result they will earn more profit.

The Peshawar Pizza Hut has to provide the facilities of parking area for the families. The parking area should provide specious

And another problem is in their call centre for order; because their call system is centralized from Karachi. For example if a Peshawar customer call for order ,its call will be connected with Karachi branch and how the Karachi center know about the terrific of Peshawar as result the delivery probably takes much time around 55 minutes and the customer feel unsatisfied. They have to change the centralized call system to local system

And there is No information of local delivery system in their website

The location of Peshawar Pizza Hut is not best from business point of view because it residential area and another point is , as it is far away from Hayatabad and University Town that is their center of attraction as discussed earlier. So the location they are having has both plus and weak points for them as well.

The Peshawar Pizza Hut looks very nice from outside (Facade) but they don’t take care of cleanliness inside of restaurant which will be having direct impact on customer health. They have to be very careful about cleanliness

Overall Pizza Hut should widen their product line by bringing in more items in their menus, e.g. more deserts, which are affordable, and appetizers etc. increasing the serving size especially in the case of salads can become a motivating factor for Pizza Hut. They should delete or omit items which are not in use or not preferred by the consumers such as the thin crust pizza

During Ramadan many people face along lines and are unable to utilize the Ramadan deal. For this Pizza Hut should have one more outlet in a locality.

The Pizza Hut should used the odd number technique i.e. rather than saying a big pizza Rs.900 they should use or say Rs899. This makes the customer think that they are getting a good bargaining

In Peshawar the Pizza Hut should open another outlet in the area of Hayatabad, because the people of Hayatabad are very interested with Pizza Hut’s pizza, but due to their far location, people mostly prefer to go to CHIEF BURGER.

Pizza Hut has re-generated its menu and should keep in mind in doing it again and again. They offered new products and should generate and promote their other items such as pastas and spaghettis. Many consumers have complained that Pizza Hut should become a total restaurant that is they should offer different type of desserts at affordable prices. The dessert offered at the moment are either too expensive or are not worth it.

A small decrease in the prices of products can attract prospect customers. The reduction can be covered by the increase in the prices of Drinks, as consumers do not look at the price of sodas when ordering it.

D1：建議被研究組織如何在環(huán)境分析的基礎(chǔ)上提高其運營績效

必勝客必須改變披薩的大小，因為巴基斯坦人總是喜歡吃大披薩

必勝客必須在特定的時間段內(nèi)推出“盡可能多地吃”的概念。顯然，他們的客戶數(shù)量會增加，因此他們會獲得更多的利潤。

白沙瓦必勝客必須為這些家庭提供停車區(qū)的設(shè)施。停車場應(yīng)該提供似是而非的

另一個問題是他們的呼叫中心秩序問題；因為他們的呼叫系統(tǒng)集中在卡拉奇。例如，如果白沙瓦的客戶打電話訂購，其電話將與卡拉奇分行聯(lián)系，以及卡拉奇中心如何了解白沙瓦的精彩之處，因此交付可能需要大約55分鐘的時間，客戶會感到不滿意。他們必須將集中呼叫系統(tǒng)改為本地系統(tǒng)

他們的網(wǎng)站上沒有本地配送系統(tǒng)的信息

從商業(yè)角度來看，白沙瓦必勝客的位置并不是最好的，因為它是住宅區(qū)，另一點是，正如前面所討論的，它遠離哈亞塔巴德和大學城，這是他們的吸引力中心。因此，他們所處的位置對他們來說既有優(yōu)點，也有缺點。

白沙瓦必勝客從外面（外立面）看很不錯，但他們不注意餐廳內(nèi)部的清潔，這將直接影響顧客的健康。他們必須非常小心清潔

總體而言，必勝客應(yīng)通過在菜單中增加更多項目來擴大其產(chǎn)品線，例如更多價格合理的沙漠和開胃菜等。增加服務(wù)量，尤其是在沙拉的情況下，可能會成為必勝客的一個激勵因素。他們應(yīng)該刪除或省略未使用或消費者不喜歡的項目，如薄皮披薩

在齋月期間，許多人面臨著排隊等候的問題，無法利用齋月協(xié)議。對于這家必勝客來說，應(yīng)該在一個地方多開一家分店。

必勝客應(yīng)該使用奇數(shù)技術(shù)，即與其說一個大披薩900盧比，不如說他們應(yīng)該使用或說99盧比。這讓客戶認為他們得到了很好的討價還價

在白沙瓦，必勝客應(yīng)該在哈亞塔巴德地區(qū)開設(shè)另一家分店，因為哈亞塔德的人們對必勝客的披薩非常感興趣，但由于位置遙遠，人們大多更喜歡去CHIEF BURGER。

必勝客重新制作了菜單，應(yīng)該記住一遍又一遍。他們提供新產(chǎn)品，應(yīng)該生產(chǎn)和推廣其他產(chǎn)品，如意大利面和意大利面。許多消費者抱怨必勝客應(yīng)該成為一家全面的餐廳，也就是說，他們應(yīng)該以實惠的價格提供不同類型的甜點。目前提供的甜點要么太貴，要么不值得。

產(chǎn)品價格的小幅下降可以吸引潛在客戶。飲料價格的上漲可以彌補這一下降，因為消費者在訂購汽水時不會看汽水的價格。

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