Pizza Hut Operations

Analyse the overall effectiveness of a service delivery system as you find it using relevant concepts from the course

1. Explain the ‘bargain’: how does the customer get value for money and how does the operation make a margin?

2. What is/are the order winners in the operation? What is/are the qualifiers?

3. State your view on how the business currently achieves success (or not)

4. State what recommendation/s you might make to the management in respect of improvements/investments and on what evidence a decision would be made

Background

We analyzed the service delivery system of Pizza Hut at High Street, Oxford. It is a family-style pizza restaurant located in the City Centre of Oxford and is one of 34,000 restaurants within the Texas-based international pizzeria chain.

The restaurant is a dine-in location and take-away is available mainly for the customers who dine-in. While it is possible to find the restaurant on the website, it is very likely that the vast majority of its customers are either walk-ins who find it on the street or regulars who know it is there.

Our team visited the restaurant to observe the operations and measure the efficiency of operations and the experience and value that the restaurant delivers.

Overall Effectiveness of the service delivery system

The process description has to go here

Like many other fast food restaurants, Pizza hut uses a combination of planning and control systems – i.e. both MRP and JIT to handle customer demands that vary both in quantities and complexities. Planning system based on MRP (Material Requirements Planning) helps the outlet to make sure the various raw materials are available beforehand, thus helping in dealing with complexities as measured by the number of raw materials and finished food products. It can handle detailed material requirements, even for products that are made infrequently and in low volumes (‘strangers’).[1] The Execution system based on JIT’s pull scheduling ensures...