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CHAPTER 1
1. 1 COMPANY OVERVIEW

1.1.1 Vision: Providing people the healthy food and beverage to improve the quality of life 1.1.2 Mission: 1. Providing healthy food with a high quality product 2. Showing care and attention to each customer by giving them the food and beverage to consume 3. Motivating the consumer to enhance their awareness of healthy life 1.1.3 Values: 1. Our business is conducted by the awareness of healthy lifestyle 2. We are dedicated to provide the best quality of ingredients 3. Our customers and employees healthy lifestyle is our main concern 4. We are committed to treat our employee as our family with togetherness, teamwork, humanity, integrity, and creativity 5. We expect that our profit will mainly come from customers satisfaction

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1.2 SWOT ANALYSIS

Strength Consistently providing healthy food and beverages Focus on each customers nutrition needs depending on what kind of diet they want to have Friendly and knowledgeable employee Providing a comfortable ambiance that makes people spend time longer and want to visit more frequent Strong corporate culture that embraced by each employee Opportunity Bistro and caf business is now growing in Surabaya. (It is predicted that the revenue of bistro and caf will increase by 30% from last year)* Source:
http://kabarbisnis.com/read/2820403

Weakness More challenges in finding high quality organic with affordable price

Threat Peoples assumption about healthy food that is not delicious and old fashioned. Existing caf, which has the same target market.

People nowadays prefer to go to more private place like bistro and caf rather than mall. Income per capita of Surabaya people is predicted to increase to USD 3,500 in 2013, which means that people will have bigger purchasing power. Source:
http://www.surabayapagi.com/index.php?3 b1ca0a43b79bdfd9f9305b812982962b26d2 1923d7a95667f97b00d76d7d4a6

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1.3 STRATEGIC CHOICE

In order to maintain our companys competitive advantage and values, we choose to use differentiation strategy. Healthy, high quality and cleanliness are the main quality of our products. It can be shown through the food and beverages that we served and also through the employees. All of the food and beverages that we serve are made from healthy material, clean, and free from any artificial product. High quality food will not be enough to differentiate our bistro with the other competitors. Thats why the knowledgeable, neat and clean employees will also make this bistro special. The place of the bistro itself will also be the physical evidence to show that we really focus on the healthiness and cleanliness. With those specialties, we choose differentiation strategy for Secret Garden Caf. To implement this strategy and enhance the companys competitive advantage , our bistro needs to maintain the quality of our food and beverages and also the service. We also have to keep innovating so that our products can still leading in the market.

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CHAPTER 2
2.1 WORK FLOW ANALYSIS yg dimasukno sak table e chelle
Raw input Fresh, hygiene and high quality material

Equipment Kitchen stuff, employee database

Activity Training the employee, making sure the quality of the material, cooking the food

Output Friendly service, healthy and tasty food and beverages

Human Resources Honest, friendly, clean, neat, responsive, knowledgeable about basic health problem, able to make healthy and tasty food

2.1.1 INPUT: 2.1.1.1 Raw Input: The raw inputs here are the materials that we use to make the food and beverages such as : Meat Vegetable Fruit Seasoning and Spices Ice cube Water

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Page |5 The operational manager should make sure that all of these materials are coming from trusted supplier. The manager also should make sure that the materials are hygiene, clean, and high quality. 2.1.1.2 Equipment: The equipment here can be classified into equipment for processing the food and equipment to manage the human resource. The equipment for processing the food consists of all of the kitchen stuffs such as: Deep Fryer Cold table Grill/flat top Slicer Broiler Timer Stove (at least 6 industrial Scale sized) Coffee maker Burners Hot choc machine Oven(s) Industrial strength garbage Industrial dish washer disposal Microwaves Industrial strenght vacuum Freezers Credit card machine Refrigerators Calculators Food processor Storage database (FIFO Blender method) Mixer Steam table Meanwhile for the human resource, the employee database is the equipment needed. This database function is to record all data and information needed related to the employee. This is important so that we can review the employees performance and record their progress. The database should include: Employee profile: This includes all the personal data of the employee. This is important for administration problem. Thus, an employee profile should include: Name, phone number, address, DOB, email, education background, marital status, amount of children, previous company they have been working, the CV of the employee, picture of the employee. Absent and Leave Management: This database records the employee absent. This is important to manage the problem of absenteeism. We use fingerprint to do the absent because it can prevent the cheating problem in absent.

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Page |6 This data also record the leave of the employee. Before they take the leave, they should ask the permission from the operational manager. Performance Data: The performance of the employee will be recorded. This data is used to look after the performance and progress of the employee. This can be used as the data for the bistro to do the performance appraisal every 6 months and reward/promote/demote the employees. 2.1.1.3 Human Resource All of the employee should be able to embrace the company values, which is healthy, hygiene, and clean. Since this bistro which focusing in health, all of the employee should have the basic knowledge about basic health problem. In case the customer asks something related to diet or health; our employee should be able to answer it. They also have to be friendly when serving the customer to make them feel comfort. Whereas for the barista and chef, they should be able to maintain produce healthy and tasty food. 2.1.2 ACTIVITY/PROCESS The activities and process can be divided into activity to make the food and activity to produce the qualified workers. 2.1.2.1 Food and Beverages 1. Managing the storage and food control Use the FIFO method This method is useful to make sure the freshness and maintain the quality of the food. Whenever new shipments of food arrive, the newer food will be placed behind the older food so the older food will be used first. This will minimize the risk of having expired food. This method is applied for both cold and dry storage. Place meat as low as possible It is important to place meat as low as possible. Because even if it is still sealed, the meat juice can drip down. Thats why putting it under the other item will prevent the other meat juices contaminate the other items. Store food in airtight containers Once air contacts the food, the food will start to spoil. That is why it is important to store food in airtight containers.

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Store all of food off the floor. All of the food must be placed at least 30 cm above the floor. This is to prevent water, dust or other things that can contaminate the foods and reduce the hygiene. Temperature control Refrigerator takes important roles in food safety. It is essential to make sure that the food is kept in the right temperature. Thats why refrigerator should have thermometer so the employees can make sure that the food is below the temperature danger zone. Do not overload the unit inside the refrigerator If there are too many items inside the refrigerator, the fridges should work harder to maintain the proper temperature. If this situation continues to happen, it is possible that the fridges stop working and results in endangering the storage. Keep working area clean and organized Dirty working area can because bacteria can grow and infect the food. Thats why keeping it clean will help to maintain the hygiene of the food. 2.1.2.2 Cook the Food The way the food cooked will be different from one menu to other menu. The important thing is, the chef is not allowed to use MSG or anything that can harm the health. 2.1.2.3 Employee Training (The explanation of training will be explained further in the next section) 2.1.3 OUTPUT After getting through all of the process, the output should be a healthy and tasty food and also friendly and skillful employee. We want to satisfy our customer with our service and food. To evaluate the service, we can see it through the customers feedback and also by having the manager staying in the bistro and look after the condition there. The healthy food can be proved by measuring the calories, nutrition, and the taste of the food. We will also do food control once a month to evaluate the whole thing in the bistro.

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2.2 ORGANIZATIONAL STRUCTURE chart nya aja

OWNER

FINANCIAL MANAGER

OPERATIONAL MANAGER

WAITER / WAITRESS

BARISTA

CASHIER

JANITOR

The Organizational Chart shows the hierarchy and chain of command of the business organization. At the top level, there are owners who have the highest command or authority. They have financial managers and operational managers as their subordinates. At the second level there are operational managers and financial managers. Operational managers are people who act as supervisors of the store and also handle the waiters, baristas, cashiers, and janitors. There is also the financial manager, who acts as the accountant who records the inflow and outflow of the business and doesnt have any subordinate.

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2.3 JOB DESCRIPTION SG INI DIJELASNO BESOK YA CHELLE

2.3.1 Operational Manager Responsible to : Owner Division : Operation Direct subordinate : Waiter/waitress, Barista, Cashier, Janitor Target : Increase and maintain good condition of the raw materials Actively participating in increasing the quality of food and service in the bistro Zero complain from customers and suppliers Fulfill Indonesias operational standard Maintain the relationship among all employees Improving the quality of the human resource by consistently held a performance appraisal Prevent employee turnover Accurate stocking system for managing the storage Invent two new menus every six months Responsibility Duty Task : Take care of all the process from the input to output : Take control of the whole process starting from getting the raw material until serving it to the final customer : Stay at the bistro during opening hours Find trustworthy suppliers Take care of the supply of ingredients for food and drink Take care of the supply of goods for the snack bar Choose which ingredients and snacks to be used and sold Responsive for every unexpected situation as the face of the bistro Supervise all activities in the bistro Manage and brief the employee inside the bistro Conduct performance appraisal Recruit and select the employees Discuss new menus with chefs Look after employees absenteeism

P a g e | 10 2.3.2 Financial Manager Responsible to : Owner Division : Finance Direct subordinate : Target : Increase sales Controllable store expense (below budget) No deficit in the cash flow Maintain the bistros financial competitive advantage Prevent being involved in illegal activities Prepare funding for expansion plan for the next 5 years Responsibility : Maintain the companys cash flow Duty : Prepare the financial data, make balance sheet, determine the use of the assets Task : Do budgeting for every event Provide and interpret monthly and annual report Review the report for forecasting Monitor the cash flow of the bistro Conduct review and evaluation for cost-reduction possibility Analyze the competitors and market trend Make marketing plan Discuss new menus with chefs Aware with the financial regulation and legislation in Indonesia

2.3.3 Waiter/waitress Responsible to : Operational Manager Division : Operation Direct subordinate : Target : Increase the loyalty of the customers by giving a good service Prevent accidents (spill food, plates, etc.) Prevent customers complaints on service Prevent delivering food and drinks to the wrong table

P a g e | 11 Responsibility : Serving the customers Duty : Giving a good customer service and nutritional advices Task : Handle reservations Welcome the customers Ask the quantity of people Escort to the tables Give menu books Take orders Recommend a menu if asked Deliver the orders Serve customers other requests Take action to correct any problems Collect payments 2.3.4 Barista Responsible to Division Direct subordinate Target

: Operational Manager : Operation :: Serve under 6 minutes for 1 drink Maintain the taste of every drink made Zero complaint Able to work effectively with the other barista

Responsibility : Make drinks according to the menu Duty : Provide healthy & delicious beverages for customers Task : Study all drink menus Serve healthy & delicious beverages Maintain the cleanliness of bar equipment Ask whether the customer wants to drink in the bistro or just take away 2.3.5 Cashier Responsible to Division Direct subordinate

: Operational Manager : Operation :-

P a g e | 12 Target : Zero complaint Give the bill to the customers as soon as possible after requested Prevent the loss of money Prevent miscalculating the customers orders

Responsibility : Serving the payment of the customers Duty : Keep and record the money collected from the customer Task : Make the receipts Keep the receipts Receive payment by cash, credit card, or vouchers Count money in cash drawer at the beginning of the shift and at the end of the shift Give the receipts to the finance manager for monthly report Collect and keep cash money from customers

2.3.6 Chef Responsible to Division Direct subordinate Target

: Operational Manager : Operation :: Maintain the taste of every food made Zero complaint Make the food in a relatively short time Prevent cooking the wrong menu ordered Responsibility : Cook food according to the menu Duty : Cooking delicious and healthy food Task : Study all the menus Cook ordered food Discuss new menus with managers Maintain the cleanliness of the kitchen

P a g e | 13 2.3.7 Janitor Responsible to Division Direct subordinate Target

: Operational Manager : Operation :: Zero complaint Make the toilet always clean and comfortable for the customers

Responsibility : Make sure the condition of the bistro reflects the values of the bistro Duty : Keep the cleanliness of the whole bistro Task : Mop and sweep the floor Clean the toilet Empty trash bins Polish windows Wash dishes Take care of unexpected mess during the opening hours (broken glass, spilled water, etc.)

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2.4 JOB SPECIFICATION INI JUGA BESOK

2.4.1 Financial Manager Requirements: Bachelor Degree from business major, preferably from Finance Department with GPA Min. 3.00 Minimum 2 years experience of being a finance manager 25 45 years old Healthy physically and psychologically Good teamwork skills and the ability to collaborate effectively with others Good organizational skills Proficient in using Ms. Excel and SPSS program 2.4.2 Operational Manager Requirements: Bachelor Degree from business major with GPA Min. 3.00 Minimum 2 years experience of being an operational manager 25 45 years old Healthy physically and psychologically Good teamwork skills and the ability to collaborate effectively with others Good organizational skills Able to adapt with different people and quick problem solver

2.4.3 Waiter / Waitress Requirements: Honest Good teamwork skills 17-30 years old Healthy physically and psychologically Tidy, clean and hygienic Min. Senior high school graduate Understanding each menu provided Balancing plates and trays Being attentive, friendly and polite Able to handle difficult customers

P a g e | 15 2.4.4 Barista Requirements: Honest Good teamwork skills 17-30 years old Healthy physically and psychologically Tidy, clean and hygienic Min. 2 years of experience Ability to prepare drinks and beverages and serve them in an attractive way Having knowledge in diet menu Polite and caring to customer Ability to respond quickly and efficiently to requests from customers Good cleaning skills

2.4.5 Cashier Requirements: Honest 17-30 years old Good teamwork skills Tidy, clean and hygienic Min. High School Graduate Have knowledge in customer service Ability to read, count, and write to accurately complete all documentation Ability to operate all equipment necessary to perform the job Ability to understand the register machine Trustworthy Careful and thorough Polite and able to deal with the customers

P a g e | 16 2.5.6 Chef Requirements: Honest Good teamwork skills 17 45 years old Healthy physically and psychologically Tidy, clean and hygienic Graduated from culinary school Able to cook western food Having knowledge in diet menu and food nutrition Have good health and hygiene skills Passionate about food Good cleaning skills

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CHAPTER 3
3.1 RECRUITMENT AND SELECTION SAMA SEMUAE CHELLE KE BAWAH, JADI SOURCE SAMA PROCESS 3.1.1 Financial Manager The recruitment of financial manager is from headhunter and internal source in the form of referral. According to the job specification a financial manager must have two years of experience in financial field. That is why we choose to use headhunter, and internal source as our employee sources because those sources are reliable. Process of selection: Select applicants based on their resumes Conduct a test about their finance knowledge Choose the most qualified people Interview process Select applicant and hire them 3.1.2 Operational Manager As an operational manager, he/she must be able to control supply of the food, manage the employee and evaluate work of the employee. Due to these requirements, we choose to pick the employee from headhunter, and internal source in the form of referral. Process of selection: Select applicants based on their resumes Conduct a test about their operational knowledge Choose the most qualified people Interview process Select applicant and hire them 3.1.3 Waiter / Waitress: The recruitment of the waiters and waitress will mainly come from newspaper, internet and direct applicant sources. Process of selection: Select people from the recruited people Conduct a test about serving people as a waiter (bring food, drink, note order)

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Interview process Select and hire 3.1.4 Barista: As the same as the waiter and waitress, we recruit barista from the newspaper, internet and direct applicant sources. But with the specific requirements of ability to prepare drinks and beverages, barista needs a more specific selection process Process of selection: Select people from the recruited people Conduct a test about making coffee, tea and other drinks and how fast they can make them Interview process Select and hire 3.1.5 Cashier: We choose the newspaper, internet, and direct applicants as our resources in recruiting the cashier. We will need two cashiers for our bistro Process of selection: Selecting people from the those recruited people Conduct a test about simple mathematic ( counting money) Interview process Selected and hired 3.1.6 Chef: The chef will be recruited from headhunter and job agency sources since we need the chef to be experienced in processing healthy food and reliable in foods hygiene. Process of selection: Interview process Conduct a cooking test Test the hygiene of cooking process Select and hire

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CHAPTER 4
4.1 ORIENTATION 4.1.1 Purpose of Orientation Introducing the vision, mission, and value of the company Help the new employee to adjust with the new job Building a good relationship between employee 4.1.2 Before Orientation Day : Setting the objective (mentioned above) The committee make the whole concept of the orientation and complete the preparation

4.1.3 Orientation Format : Ice Breaking The employees will be gathered in one room. There will be several activity that will be done in this day : 1. Flooring the history, mission statement, goals, values, and organizational structure of the company 2. Tell the new employee the future plan of the company 3. Mini games to enhance a good relationship of each employees and make them feel comfortable. 4. Making sure that each employee understands their job description. We can do it by giving them copy of the job description 5. Question and answer 6. Explaining the new employee about the upcoming training program

Bistro Tour Bistro Tour is an activity where the new employee is having a tour to all parts of the bistro. First, they will be explained the usage, facility of each room/place. Second, they are not only having a tour inside the bistro but also the surroundings of the bistro.

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4.1.4 After Orientation : When the new employee comes to work, welcome them warmly Guide the new employee on their first day work, then make sure they know what to do Evaluating the effectiveness of the orientation program by giving questionnaire. The questionnaire will cover the employee overall impression toward the company, employees understanding about the company vision and mission, employees knowledge about their job. Evaluating the employees performance after the orientation

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CHAPTER 5
5.1 NEEDS ASSESSMENT Need assessment is an evaluation to see whether the employees need training or not. This section is highly dependent to each employees own skills and ability. 1. Chef Training will be held when there is a new machine as the equipment, development of new menu, and if the chefs performance is decreasing (slow and unstable performance). 2. Barista Training will be held when there is a new machine as the equipment, development of new beverage, and when baristas performance is decreasing (slow, unstable performance and unresponsive). 3. Waiter and cashier The training will be held when there is a new system for the waiter and cashier to improve the serving process and when the service of the waiter and cashier are decreasing (slow, unresponsive, unable to answer customers question regarding the menu and healthy diet). 5.2 TRAINING 5.2.1 General Training for New Employees This training for the new employee so that they know vision, mission and the company culture. This general training is held in the beginning of their working period so they will know all of the basic knowledge of this company and implement directly in their job. The store manager will hold this training in different methods such as: presentation in form of audiovisual technique for improving communication skills, on the job training for adapting new tasks, and hands on for combining between theory and practical things that employee got. Training Vision, mission, image of the bistro Basic knowledge of healthy diet Method Presentation Presentation Evaluation Cognitive outcome (paper test) Cognitive outcome (paper test)

P a g e | 22 Basic hospitality skills Soft skills Hygiene attitude Presentation, hands on Presentation Hands on Skill-based outcome (observation) Skill-based outcome (observation) Skill-based outcome (observation)

5.2.2 Training for Operational Manager This training is held by the third party, focusing on how to build the solid team and solving problem quickly. Leadership training will be held every 6 month Training Method Evaluation Leadership Group or Team building Skill-based outcome (observation) 5.2.3 Training for Waiter/Waitress Training Method Responsiveness Hands on Speed of serving Knowledge of healthy diet Hands on Presentation

Evaluation Customer feedback & comment Customer feedback & comment Customer feedback & comment

Waiter and waitress need training every 6 months to improve and keep their knowledge up to date. The knowledge for the employee is very important because in this company, service is very important. All waiter and waitress should be able to answer each customer question and needs fast. 5.2.4 Training for Barista Training How to make the bistros beverages menu

Method Presentation, Hands on

Evaluation Observation on individual performance judged by owner

P a g e | 23 Speed of making beverages, including how to operate the equipment to serve the drink How to assist customers in choosing beverages that match their needs 5.2.5 Training for Cashier Training Using register machine efficiently Differentiate real & fake money Communication skills Hands on Customers feedback & comment, 1 beverage max 3 minutes Customers feedback & comment

Presentation

Method Hands on

Hands on Presentation, Hands on

Evaluation Done serving each customer maximum in 5 minutes No fake money received Customers feedback & comment

5.2.6 Training for Chef Training Basic skill for chef

Method Hands on

How to cook the bistros menu

Hands on

How to cook faster while maintaining the quality

Hands on

How to maintain food & kitchen hygiene

Presentation

Evaluation Observation on individual performance judged by senior chef on how they cook according to cooking standard and regulation by BPOM Observation on individual performance judged by senior chef, based on the taste and appearance Observation on individual performance judged by senior chef, with the range 5-10 minutes depend on the difficulties Observation on individual performance judged by senior chef

P a g e | 24 5.2.7 Annual Training This annual training is held with the help of an expert/ nutritionist to improve skills and knowledge of the team member. We invite professional nutritionist to share his/her knowledge about healthy food and healthy lifestyle to support the goal of Secret Garden bistro. The training is held periodically so all employees and managers are up to date with the newest information and also to strengthen corporate culture. This training will be held in a form of presentation and on-the-job training so all employees can directly perform the training material

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CHAPTER 6
6.1 COMPENSATION 6.1.1 Pay Level

SALARY IN MILLION
8.0

7.5 7.0 6.5 6.0 5.5 5.0 4.5 4.0

PP L

3.5
3.0 2.5 2.0 1.5 1.0 0.5 50 100 15 0 20 0

A : Waiters / Waitress B : Barista C : Cashier D : Chef E : Operational Manager F : Financial Manager

C
JOB EVALUATION \POINT

25 0

30 0

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JOB TITLE WAITER CASHIER BARISTA CHEF OPERATIONAL MANAGER FINANCIAL MANAGER PAY GRADE 1 2 3

EXPERIENCE 20 40 60 80 90 90

COMPENSABLE FACTORS EDUCATION COMPLEXITY 20 40 50 50 30 40 70 80 90 100 90 100

TOTAL 80 140 130 230 280 280

JOB EVALUATION POINTS RANGE MINIMUM MAXIMUM 0 100 100 200 200 300

MONTHLY PAY RATE RANGE MINIMUM MIDPOINT MAXIMUM 750000 1250000 1750000 1000000 1875000 2750000 3000000 5500000 8000000

6.2 ADDITIONAL COMPENSATION 6.2.1 Waiter/Waitress Every end of the year waiters will get 1 month extra salary as end of year bonus 6.2.2 Cashier Every end of the year Cashier will get 1 month extra salary as end of year bonus 6.2.3 Barista When a Barista gains a new menu and their performance is increasing, their base salary will increase Every end of the year barista will get 1 month extra salary as end of year bonus 6.2.4 Financial Manager If the financial manager can improve the profit of the company, they will get bonus on their salary Every end of the year financial manager will get 1 month extra salary as end of year bonus 6.2.5 Operational Manager Every end of the year production manager will get 1 month extra salary as end of year bonus

P a g e | 27 6.3 BENEFIT Lunch allowance for employees everyday Vacation pay for all employees except janitor each year Health insurance for chefs and managers Waiter of the month will get a chance to take someone to a free private dining experience in this bistro. They will be treated like a special guest. Business trip allowance for managers. They will be given reimbursement for their accommodation, transportation, and meal.