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PROGRAM: BACHELOR OF MANAGEMENT

(HONS)

COURSE: RMGT2313 PRODUCTION & OPERATIONS

SEMESTER 9/2022

PROF DR RAHMAN ABD RAHMAN ABDUL RAHIM

TERM PAPER: INDIAN RESTAURANT

DUE DATE: 06TH FEBRUARY 2022

MARK: 25%

NAME MATRIX NO.

HADLIZAN MOHZAN B19361012

Question

You plan to open an Indian restaurant specializing in serving Northern Indian food
somewhere in Kuala Lumpur. The restaurant will be in mid range price similar to Chilli’s,
Ben’s, Botanica and the like. During slow customer traffic (outside lunch and dinner
hour) the restaurant will serve coffee, tea & snacks and a café style counter will be
opened within the restaurant. Some of the issues of concern before you open the
restaurant are:

1) What are the menus / type of food and drinks that you plan to serve? What is the
uniqueness of the food as compared to Mamak Restaurant (mainly serving
Southern Indian food)? What would be the price range? What type of clientele /
demography that you plan to serve?

a. FOOD
 Chicken Chettinad.
 Andhra Style Chicken Curry.
 Masala Dosa.
 Meen Murringakka Curry.
 Chicken Stew with Appams.
 Hyderabadi Biryani.
 Paal Payasam.
 Gonguru Mamsam (Andhra lamb curry)

b. DRINKS

 Aam Panna.
 Nannari sherbet.
 Jal Jeera/ Shikanji.
 Bel Sherbet.
 Piyush.
 Sambharam/ Neer Mor.
 Lassi.
 Taal sherbet/Nongu sherbet.
 c. What is the uniqueness of the food as compared to Mamak Restaurant
(mainly serving Southern Indian food)?

South Indian cuisine still retains many elements of the ancient Dravidian
culture that flourished 4,500 years ago: steamed dumplings with coconut,
jaggery (raw sugar) and cardamom in a rice wrapper; food served in
banana leaves, or the ubiquitous spice blend kari podi, or curry powder,
are all indigenous to this region compared to Mamak usually offers
different varieties of roti canai to eat and teh tarik, coffee, Milo, Horlicks
and soft drinks to drink. Most mamak restaurants also serve several
varieties of rice, such as nasi lemak and nasi goreng, as well as noodle
dishes such as mee goreng (fried noodles).

d. What would be the price range?

South Indian is available everywhere in Malaysia. Costs will be slightly
higher than what you pay in India. A complete lunch or dinner of Indian
food will cost you nearly 50–70 Ringgit Malaysia.

e. What type of clientele / demography that you plan to serve?

 Local Malaysian India
 Outsider (India, Pakistan)

2) How do you ensure the service quality of the restaurant? What type of
quality assurance system that you will use to ensure the consistency of the
taste? How do you ensure food safety at the restaurant?

a. How do you ensure the service quality of the restaurant?

 Train Employees For an Excellent Customer Service.
 Encourage Effective Communication Between Staff Members
 Ensure Accurate Wait Timings.
 Deal With Customers Complaints and Concerns.
 Use Technology For Better Restaurant Service.
 Maintain Hygiene And Cleanliness In Your Restaurant.
b. What type of quality assurance system that you will use to ensure the
consistency of the taste?
Quality Management System. The control of the raw material and products for
inspection, with special attention to satisfy the governmental health rules, is a
characteristic of the inspection stage. Likewise, the product control only by
laboratory analysis is a feature of this stage. Moreover, quality control
practices in process, application of statistical methods for quality control and
the adoption of Good Manufacture Practices (GMP) and Hazard Analysis and
Critical Control Points (HACCP) denote that the company has a slightly
broader approach that inspection, i.e., a more preventive approach control in
the production process. But when practice inspection and process control are
well established in the company and efforts are directed towards continuous
improvement, it can be inferred that the company is evolved into a system of
quality assurance. Practices consistent with this era are shown by performing
quality audits in different sectors of the company, adoption of quality systems
across the supply chain and also implementation of programs for the
development of quality suppliers of products and services. Companies that
take a strategic quality management are those that use market research and
specific indicators to measure customer satisfaction, such as consumer
complaints, returns by wholesalers for the time of the product in the inventory
and sales below target. Further, evaluate their products compared to
competitors' products and apply techniques of sensory analysis to compare
products and find sensory qualities required by the market. Concerned to
improve their production processes, automate production lines and constantly
launch new products into the market.

c. How do you ensure food safety at the restaurant?

 Practice proper surface sanitation.
 Wash hands frequently.
 Properly clean food before cooking.
 Keep track of food recalls.
 Label food names and best-before dates.
 Store food the right temperature.
  Avoid cross-contamination.
 Maintain your restaurant equipment.

3) Where would be the exact location of the restaurant – shopping mall, office
building etc.? Name the location and justify your answer.
Office Building. Location around Batu Caves Selangor. Mostly Indian stay around
the Batu Caves and suitable to open the Indian Restaurant around there.

4) Draw layout of the restaurant and show the seating area, store, cold room,
kitchen, toilet, surau etc. Consider customer flow.
5) What would be the size of the restaurant and what is the maximum seating
capacity of the restaurant based on the layout?

 Full service restaurant: 12 -15 square feet

 In a 1,200 square foot dining space, could fit up to 80–100 seats,

depending on the experience trying to create for the customers.
Just keep in mind that these guidelines do not account for any
COVID-19 capacity limits.

6) How many employees would you employ (cook, waiter, general worker, cashier,
restaurant manager etc)? Justify the number based on seating capacity etc. Most
of the cooks will be from India (Mumbai and Delhi) to retain originality of the
taste.
a. How many employees would you employ (cook, waiter, general worker,
cashier, restaurant manager etc)?
 Manager – 2 person rotation of shift. 24 hours restaurant
 Chefs – 2 person rotation of shift. 24 hour restaurant
 Cooks – 4 full time and 2 part time
 Diswashers – 5 full time and 3 part time
 Serving staff – 2 full time and 2 part time depend on volume of
customer
 Hosting staf act as casher – 2 person rotation of shift

7) How would you outsource the material for the kitchen – beef, mutton, chicken,
fish, vegetables, spices, dry goods etc?

 Sources of supply vary considerably from location to location. Large cities

have a greater number and variety of suppliers than do small towns and
isolated communities. Purchasers should establish contact with available
 suppliers such as wholesalers, local producers and packers, retailers,
cooperative associations, and food importers. In most instances, the
person in charge of buying will contact several suppliers to obtain the
necessary foods. Some wholesalers diversify their product lines in order to
meet all food-related kitchen needs.
 Food products are obtained from various sources of supply. For example,
a packing house supplies meat and meat products, while a food
wholesaler supplies dry goods. Once business is established with a
supplier, all transactions should be well documented and kept readily
available on file.There are two major food categories: perishables and
non-perishable

8) How would you managed the inventory of dry and frozen food to avoid wastage?

 The purchasing process is an essential part of every food service

operation. All competent cooks should be skilled in buying the appropriate
ingredients, in accurate amounts, at the right time, and at the best price.
 Every kitchen operation has different purchasing procedures. But there is
one rule that should always be followed:
 Buy only as much as it is anticipated will be needed until the next
delivery.
 This will ensure that foods stay fresh and will create a high inventory
turnover. All foods deteriorate in time, some more quickly than others. It is
the job of the purchaser to ensure that only those quantities that will be
used immediately or in the near future are purchased.
9) The restaurant is opened 7 days a week from 10:00 am to 10:00 pm. How do you
plan to schedule the employees based on rotating shift?
i. Divide The Forty Employees Into Two Team

 Each team should be composed of employees who can do those

jobs.

ii. Assign Teams To One Of Two Rotating Shift Schedules

 This rotating shift schedule is built on a two-week rotation. That

means that each team will work a specific shift for two weeks before
switching.

10) How would you implement lean operations at the restaurant to reduce waste?

Action as defined by Lean Management Contributing Factors/

Tool/technique/Method Indicators

Measure Visual Management ingredients stock, outdated

food, serving lead time

Engage Staff 5S Kaizen TWI, Suggestion incorrect or delayed meals,

System personnel engagement,
staff meals, career
progression

Reduce Over- production Forecasting, leveling, size of meals, ingredients

Heijunka, Kanban stock, cooking batches,
(production) Portfolio edible leftovers, non edible
management (short menu) leftovers, plate leftovers,
TWI Visual management serving lead time

Rethink inventory and Just in time (JIT) level of stocks, number of

purchasing practices Kanban(Inventory) ingredients, amount of
Standardization Portfolio outdated food, sales,
management (short menu) serving lead time,
Visual Management donations to charity,
leftovers taken/not taken
 by consumer, size of
meals

Repurpose excess food Kaizen edible leftovers,

Menu planning reprocessed leftovers,
number of ingredients,
number of meals, plate
leftovers

11) How would you perform maintenance on the equipment at the restaurant –
air- condition, stove, freezer, chiller etc?

Create Preventative Maintenance Checklist

 To make sure no equipment skip for the maintenance
 broken down into daily, weekly, quarterly, and annual tasks. Don’t
forget to check each machine’s owner’s manual before diving in
12) Fill up the business canvas below based on your answers above.