Operations Management in a Hospitality Sector To study the operations carried out in the hospitality sector like a restaurant with

special emphasis on the following:a) The operations carried out by the restaurant to ensure good quality food and beverages. b) The service operations to serve the customers inside the restaurant. c) Service operations to ensure timely home delivery. d) Housekeeping operations inside the restaurant. e) Analyze the shortcomings in the above operations and suggest improvements. To find out these operations we decided to visit Mc Donalds, where we learn following things: Company overview McDonald's in India is a locally owned and managed company run by Indians, employing local staff, acquire from local suppliers to serve its customers. McDonald's India opened its first family restaurant at Basant Lok in Oct, 1996. Today it has 132 Restaurants across India. This energetic decade has seen McDonald's evolve Indian menus, Indian sensitivities and yet remain as globally innovative as ever. This journey has seen McDonald's develop a rich brand identity amongst its customers and employees as well as partners alike. At McDonalds India they have had a single mantra: providing 100% total customer satisfaction and the formula for achieving this goal in their restaurant operation is the long- standing commitment to the McDonalds Promise. a) The operations carried out by the restaurant to ensure good quality food and beverages. Food Quality Mc Donalds serves 100% fresh food to their customer; in India they serve 100% Veg food because they understand the culture of India. Mc Donalds food comes only from certified suppliers who are audited and inspected on a regular basis. Many of the foods Mc Donald serves are from the same trusted brands consumers purchase at the grocery store to enjoy at home like Nestle, Heinz, Minute Maid and many others. All suppliers stick to Indian Government regulations on food, health and hygiene. Production &Operation Management 2 Special Vegetarian (eggless) sauce from MNS Bector Speciality Foods,Batter & Breading Punjab from Cremica EBI, Ludhiana, punjab Buns from Shah Bector & Sons, khopoli, Maharashtra &Cremica Industries, Noida Freash Iceberg Lettuce from Vegetable Patty (made Trikaya Agriculture, from fresh peas, carrots, Tamil Nadu and potatoes and rice) from Meena Agritech, vista processed Foods Delhi Pvt. Ltd., Maharashtra. Cheddar Cheese from Dynamix Dairy, Baramati, Maharashtra

Food Safety More than 2000 safety, quality and inspection checks surround Mc Donalds food as it moves from the farms to our restaurants. Mc Donalds works closely with independent experts on science, health and food to help McDonalds develop the most stringent safety protocols McDonald's Quality Inspection Program (QIP) carries out quality checks at over 20 different points in the Cold Chain system. Hazard Analysis Critical Control Point (HACCP) is a systematic approach to food safety that highlights prevention within their suppliers facility and restaurants. The HACCP verification is done at least twice in a year and certified. Chicken: A typical McDonalds chicken supplier conducts nearly 2,000 safety and quality checks everyday. Potatoes: 95 separate quality and safety checks each day by our potato suppliers b) The service operations to serve the customers inside the restaurant. The McDonald's service mantra QSC&V When asked to explain McDonald's success, executive told us that, "We take the burger business more seriously than anyone else." From the day Mc Donalds was opened, they guarantee to give their customers high quality products, served quickly and with a smile, in a clean and enjoyable environment, and all at a fair price. Quality, Service, Cleanliness and Value (QSC&V) became the philosophy that drove McDonald's business. McDonald's Quality Management holds the culture of quality through such principles as being customer treated, managing with facts, valuing people, and continually improving every aspect of their business. Service that is fast and friendly is always has been a foundation for success at McDonald's. Cleanliness for them means having the cleanest and freshest facilities from the kitchen to the rest rooms. Value at McDonald's means the total experience great food, friendly folks, a clean environment, quick and accurate service and fun. At Mc Donalds they provide self service. They are enough intelligent and to know the culture of India. McDonald's India has developed a special menu with vegetarian selections to suit Indian tastes and preferences. McDonald's does not offer any beef or pork items in India. Only the freshest chicken, fish and vegetable products find their way into our Indian restaurants. In addition, they've re-formulated some of their products using spices favored by Indians. They also created egg-less sandwich sauces for their vegetarian customers, offering a larger variety to their vegetarian consumers. They understand the

standard of living in India, create employment and participated in local communities (like: pulse polio, girl-child, Mc Donalds spot light, etc.) so that they can be the part of India and every one adapts them. c) Service operations to ensure timely home delivery. They have fixed steps for quick service and timely home delivery. They only follow these steps in correct manner. They take approx. 3 minutes to make one normal burger. This is possible because, they do every thing in a systematic way. For home delivery they have preplanned timings of different operations. Phone Operator takes order and places order further. He/She also notes the area and address of the customer, so he/she can give the job to that delivery boy which is familiar with that area for quick service Time taken (Approx 4 Min.) Executives, who are involved in making food makes the food, packs it and staple the address slip and bill with the packet. Time taken (Approx 4 Min.) Delivery boy delivers the order to its end point with smile Time taken (According to the distance) In this process we like that they keep the records of their previous customers and the delivery boys name who has last visited to that address which helps them to deliver order at time and fresh. d) Housekeeping operations inside restaurant. In Mc Donalds the house keeping operations are taken by all their employees in different shifts by doing this they make every employee equal. They have not outsourced any service provider for their housekeeping. By this they reduce their revenues also. They have made a check list for housekeeping and perform operations according to that list. The following are the some attributes on which they regularly check their place. Area Cleanliness: Smell/Odour: Running Water: Hand wash/Soap: Hand dryer/towels: Toilet paper: State of the floor: State of the toilet: Toilet checklist: They have special exterior & Interior Property Maintenance Checklist. The sample design of that check list is given below: Trash, refuse, debris, rubbish, litter deposited or stored on property. Exterior storage or use of interior furniture, appliances or other equipment. Storage of garbage in approved containers with tight fitting lids. Stored at side or rear of structure. Chimneys, cooling towers, and smoke stacks cleaned and painted where required. Stairs, ramps, porches/decks, and other walking surfaces cleaned. Kitchen area cleaned. All the equipments used for cooking checked. Gas or oil equipments checked. Emergency escape windows checked.

f) Analyze the shortcomings in the above operations and suggest improvements. 1. They should remove self service because it will give more time to customers to enjoy. 2. Sometime customer has to wait for his order so Mc Donalds has to do some thing to improve that. They can make more advance strategies for making the burgers 3. They should clean dustbins thrice a day because on occasions there are more customers than from a usual day. McDonald's might one day serve on the moon http://www.slideshare.net/jas.bhatia/mc-donands?from=share_email http://iamjamesward.wordpress.com/2010/08/09/there-is-only-one/