Service & Operation Management CAPACITY MANAGEMENT DEMAND Info about: Overview about that restaurant/bank location, business

s type, etc

Based on this business instincts and confidence dresses H. Auwines, Sari Ratu Group owner established the first restaurant on March 20 th 1982 at Ratu Plaza , an elite business center of its time in Jakarta . Being highly successful in this center, he sets out to establish other branches in various business center locations as follows: Plaza Indonesia , Blok M Plaza, Pondok Indah Mall, Wijaya Graha Puri Plaza Senayan Food Court , Plaza Senayan Basement, Pasaraya Blok M, Carrefour Food Court Cempaka Putih Kelapa Gading Mall Food Court , Continent Cempaka Mas, Mangga Dua ITC Lippo Karawaci STC ( Senayan Trade Center ) In order to penetrate into a broader market segment, the Sari Ratu Group also established branches outside of Jakarta , which is now expansion into Malaysia: Desa Pandan 26 & 28G, Jalan 4/76C, 55100, Kuala Lumpur , Sunway Damansara Kota Damansara Bukit Bintang Jalan Tun Ismail, Kuala Lumpur Putra Jaya (In Progress) From the above outlets we can see that Sari Ratu Restaurant are catering towards middle and upper income group of customers who are sensitive towards high quality, good value pricing and tasty food served by us. In order to have strict control of the quality and taste of food served by all branches, we have to have a central kitchen cooking support system. All preparation and cooking are done in one place and everyday without fail, daily delivery will send freshly cooked food to all branches for disbursement to all customers. Other supporting

activity to integrate the whole Sari Ratu Group includes own chicken butchery in Ciawi, chili plantation in Bogor , rice and potato produce from Cianjur and Padang .

Staffing? number of staff? Sufficient or less staff? Any training? Their scheduling? Turnover of staff? Staff sari ratu nih mostly (almost all ambik direct from indon. They dont use local staff. Training sumer based di plaza senayan Indonesia dia punya head office. Schedule very direct pasal dia nye operating hours 10am to 10 pm. So service crew work from 10 to 10. Sumer food masak di central kitchen (desa Pandan) turn over of staff almost takde la pasal sumer staff import. Tapi manager dia yg jaga sumer outlet di mesia bebaru nih kena stroke tuh yg ganti manager baru.

SARI RATU PUNYA JOB STRUCTURE Top management of this group is held by the Director (Owner). A General Manager is responsible for daily company operation, and he directly to the Director. Operation Structure of Sari Ratu Group:

General Manager Area Manager Unit Manager (Branch)

In order to support the company operation, a management team is established consisting the following department:

Personnel Affairs (Recruitment, Training, Discipline, etc) Finance Accounting Data Processing Administration Public Relation Warehouse Purchasing Transportation Maintenance

Outlet / Branch Organization Structure:

Unit Manager Unit Assistant Manager Cashier Food Counter Waiter / Waitress

Cleaning Service Pantry Cook Beverage Dish Washer

B. JOB FUNCTION & RESPONSIBILITIES OF THE SARI RATU GROUP OWNER & GENERAL MANAGER

Determines all branches performance and sales target Decides on new branches or new business integration Determines every quarter's results and profit sharing system Allocates finance and founding to future plants for expansion

RESTAURANT UNIT MANAGER

In charge of total operation in each outlet Supervise and manage all staff to achieve high performances and reach the sales target Resolve all customer complaints and receive suggestions for improvement Re-ordering of second or third round for the subsequent servings

PERSONEL & GENERAL AFFAIRS MANAGER

Interview, recruit, train, and hire staff for all units Determine and appraise all staff performance Motivate and reprimand all staff on issues of discipline, cleanness, punctuality and others Organize staff functions and gatherings to promote esprit de corp

FINANCE & ADMINISTRATION MANAGER

Implement and plan all financial matters for top management in their expansion program Determine the sales data and collect all data on the group's daily performance Determine the operating cost of the group Determine the price structure of all items sold by the group Determine the profit and profit sharing scheme for the quarter and redistribute to all staff

INTERNATIONAL FRANCHISE & OPERATIONAL GROUP

Seek out and research potential franchise and in various countries Negotiate all franchise terms & condition Trouble shoots all operational and general matters Advise the top management after feedback from staff to improve the business and implement new business strategy

CENTRAL KITCHEN OPERATION

Receive all orders from unit & processing for next days cooking Planning for inventory & purchasing of raw material requirement Receiving of goods and checking of quality of merchandise sent Execute and cook the days order including second or third order session Sent to respective units

Queuing system? Ordering system? Business approach? Customer? Regular customer? Customer turnover in 1 day?

Mana ada queing system, table service maa.. Ordering system normally waiter.waitress akan explain food yg available at the bain marie and then tanay untuk berapa org makan./ berapa piring. Business approach --apa maksud nih??kalau pendekatan dgn customer, very casual lasari ratu nih mahal skit je darp restoran nasi campur. Tapi semuanya table service. Customer mostly malay and Indonesian who stays here. Cina dan india sgtlah kurang. Upmarket punya malay la sebab dia punya average check pun dalam rm 20 per person. Customer turn over in 1 day depends. Kalau bukit bintang can reach 300400 pasal sana banyak tourist. Kalau kota damansara around 150-200
Demographic factors of customers? gender, edu, age, income, etc?

Family middle income to high income (Malay)

Average spending single customer/family/corporate? restaurant

RM 20-RM 40
Menu/product offered- brochure/pamphlet/etc

Yg nih ko amik kat website

1. Managing demand Segmenting design ? -eg: peak and low peak season (for restaurant), business and personal (bank) Scheduling appointment at appropriate times eg: business people maybe around 9-12, personal maybe after lunch(bank)

Sari ratu only have 2 peak period iaitu lunch and dinner. Weekends normally lebih busy dari weekdays. This make sense because their regulars are families. Kalau weekdays normaly business people who bring their clients

Offering price incentives or other promotion? -different service or product, different rates -rates of loan interest low during promo period -early bird promo

Sari ratu offers 10 percent of the profit to the staff. Ni cara diorang nak boost staff morale. They dont really have food promotion. Tapi once in a blue moon adala new dish yg diperkenalkan. Tapi very seldom.

Promoting off peak demand? -restaurant promoting their meal on-wheels during lunch of fasting month

Diorg ada membership card. Less 10 percent. And of course discounted rate for functions. Catering pun ada tapi tak selalu

Developing complimentary service? -free-flow of coffee during queuing at counter -free or % valet service at restaurant

Yang nih mmg takde

Reservation system or overbooking? -online service (M2U) -online reservation for restaurant chain

Phone bookings and walk in. For Kota Damansara ada Italian Room. So that room can be booked for function

2. Strategies for managing capacity o Daily workshift scheduling? -forecast demand for peak day -if busy, cant entertaint, can be convert to operator requirements (call center) -schedule shift

Weekly workshift scheduling with day-off constraint? -normal workshift

aku serius tak tau nak Tanya apa bab nih. For kota Damansara ada 6 staff in total including person incharge kira supervisor la. Dorg kerja satu shift aja. Open seven days so, setiap hari akan ada sorang cuti.

Increasing customer participation? -cleaning table after meal (fast food restaurant) -pick up or select food at counter (restaurant) -fill up the application form (bank)

Table service. Diorg baru nak develop menu card. Tapi common practice mmg cewek2 indon nih akan explain A-Z lauk apa yg available

Creating adjustable capacity? -based on season; peak season ramadhan -during launching of new product; eg: ASB loan

Sharing capacity? -low peak season rent out the equipment to other company

No information on this one

Cross-training employees? -flexibility or multi-tasking -eg: teller can be a receptionist -server be a steward

Diorg nih multi tasking especially service crew. Item yg mudah macam ayam goring (marinade kat central kitchen) diorg yg goring kat outlet. Training sumer kat Plaza Senayan Indonesia

Using part time employees? -part time help can supplement regular employees

No part time.
o Scheduling part-time tellers at drive in bank?

No Part time