UNIVERSITY OF ASIA PACIFIC

Assignment on observe a restaurant from POM point of view.

Describe the scope of development.

Submitted By Submitted to

Istiak Ahmed Bappi Engr. Asaduzzaman Chowdhury

ID: 19112004 Deputy Managing Director, BTCL

Course Teacher: Production and

Operation Management

Course Title: Production and Operation Management

Department of Business Administration

EMBA Program
Introduction
Recently I have visited a restaurant at Narayangonj named Mela Food Village. It is one of the
best restaurants in Narayangonj city. The interior Design of this restaurant differs from other. It
has modern outfit with combination of ancient village culture. The atmosphere of this
restaurant, the outfit of the staffs, waiters is so attractive. When people inter to gate they feel
they are come into another world. This restaurant maintaining from its inception with quality
food service in competitive price. Different promotional packages were also offering in different
special day occasions. Different unique features were incorporated in this Restaurant from the
beginning to attract customers like hall room rent facility, parcel service to customers point at
restaurant cost etc. The Restaurant is dedicated to serve the different needs of the local
community as well as outsiders and also to look forward to offer different innovative products
and services for its valuable clients in the years ahead. Though I go there to observe their POM
activities, I observe the restaurant different point of views. Here I show POM activities of Mela
Food Village by using flow chart
Expectation:
Before Going to I have some expectation about the restaurant. Some of the expectation are
completely fulfilled, some are partial. I have talk some of the visitors of the restaurant they
also give their opinion. Though the restaurant is very popular in this city I expect there will be
variety of food items, well planned parking zone, organized reception, faster delivery of food,
available seats, cleaned washroom and kitchen, computer based billing system,free wifi zone,
lovely atmosphere and so on.

Observation:
I have questioned some of the customer about their opinion of this restrurent. Here I show its

By using data we can easily observe the restaurant operation management. I have also notice
their order qualifiers and order winning attributes.

 Order Qualifier & Order winning attributes

1. Has visually attractive parking areas.

2. Has visually attractive building exteriors.
3. Has a visually attractive dining area.
4. Has staff members who are clean, neat and appropriately dressed.
5. Has a décor in keeping with its image and price range.
6. Has a menu that is easily readable.
7. Has a visually attractive menu that reflects the restaurant’s image.
 8. Has a dining area that is comfortable and easy to move around in.
9. Has restrooms that are thoroughly clean.
10. Has dining areas that are thoroughly clean .
11. Serves you in the time promised.
12. Quickly corrects anything that is wrong.
13. is dependable and consistent.
14. Provides an accurate guest check.
15. Serves your food exactly as you ordered it.

16. During busy times has employees helping each other to maintain speed and quality of
service.
17. Provides prompt and quick service.
18. Gives extra effort to handle your special requests.
19. Has employees who can answer your questions completely.
20. Makes you feel comfortable and confident in your dealings with them.has personnel who seem
well-trained, competent, and experienced.

24. Seems to give employees support so that they can do their job well.

25. Has employees who are sensitive to your individual needs and wants, rather than always relying on
policies and procedures.

26. Makes you feel special.

27. Anticipates your individual needs and wants.

28. Has employees who are sympathetic and reassuring if something is wrong.

29. Seems to have the customers’ best interests at heart.

Recommendation:
Though the restaurant have well planned production operation management although there is
some limitation. If the restaurant management authority take initiative about this limitation the
restaurant will overcome their limitatation. Here I am try to give some recommendation:
Restaurant sitting capacity: Causing bottleneck during weekend as the customer has to wait
outside the restaurant approximately for 45 minutes. One idea can be considered to increase its
sitting capacity. In case inability to expand more adding a outside relaxing waiting area can be
considered.
Here based on low Interaction and customization service process concept the customers can be
made warm by providing some additional services such as free WIFI, providing Juice/soft
drinks, providing token to each customer informing of expected time for check in Limited
Menus. .
During Weekend: During weekend only standard popular menus can be served or a buffet
service can be considered. The demand for such menus should be accurately forecasted based on
historical data, applying forecast techniques and market research. This would help the restaurant
to pre- cook the meals in advance (Made to Stock). This can help the restaurant in below mention
ways,
 Reduce meal preparation time from 20 minutes to hit their designed service specification
of 12 minutes
 Quality of food preparation can be controlled
 Will lead to better resource utilization and productivity
 Lead to better inventory management
 Waiting time of the customers would also decrease from 45 minutes , which would
increase customers

Cook & Chill Facilities: Mela Food Village restaurant can consider to open new branches after
careful market research. In such case to meet with weekend demand they can consider Cook &
chill facilities in a central location and deliver them to the respective branches.