The Characteristics of Operation

1. THE CHARACTERISTICS OF OPERATION

1.1Transformation Process

The transformation process can be defined as "a collection of activities that takes one or more kinds of input and creates an output that is of value to the customer." (Hammer & Champy's, 1993). So the operations of every firm, even in the service industry, can be analyzed as an 'input-transformation-output process'.

Concerning The Big Mac Menu Transformation process the Input resources are divided into:

* Transformed Resources (only Materials are processed):

 Big Mac:

 A bun topped with sesame seeds.

 Pure Beef: No additives, fillers, binders, preservatives or flavour enhancers. Just pure forequarter and flank.

 Special Sauces: Big Mac Bun and Big Mac Sauce.

 Cheddar Cheese Slice (processed).

 Dill Pickle Slices.

 Iceberg lettuce.

 Fresh onions.

 Salt and Pepper.

 French Fries: potatoes, non hydrogenated vegetable Oil (sunflower, rapeseed), dextrose (only added at beginning to season).

 Drinks: coca-cola, coke zero, diet coke, fanta orange, fanta fruitizz, sprite.

* Transforming Resources:

 Facilities:

 Restaurant: 'low-tech' building on two levels, equipped to welcome customer.

 Equipment: clam shell grills, broilers, ovens, stoves, deep fat fryers, bun toasting machine, potato peeler\slicer, fries dispensing machine, bun warmers, fries warmers, condiment containers, drink machines and cash register.

 Staff:

 'Crew Member' and Apprentice: staff involved in the front office activities. They have three main responsibilities in this operation: a quick and accurate customer service, food preparation and equipment cleanliness.

 Customer care assistant/crew trainer: acts as the face of the restaurant, ensuring that the customers are always made to feel both happy and welcome during their Big Mc menu experience.

 Shift Running Floor Manager: they are responsible for operations. They oversee the different jobs being done by the crew and assist crew members if there are any problems.

 Business Manager and Assistant: they are in charge of setting targets, managing budgets, controlling stock, but also of recruiting and training employee.

 Head office? Service Restaurant?

The transformation or the work flow process of Big Mac Menu can be divided in these subsequent stages:

1. Orders of the raw materials.

2. Transportation.

3. Storage.

4. Prior preparations of fries and Big Mac bun.

5. Movement from the kitchen to the shelf.

6. Taking of order.

7. Cash payment.

8. Customer wait until the packaging is done.

9. The customer inspects whether the appropriate items are placed.

10. Movement of the customer to the table.

1.2 The four Vs:

There are four dimensions to consider in deciding the operations

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