Recommendations for Mongolian Grill Committee Operation - Case Study Example

MEMO 24/03 John Buktus Mongolian Grill Committee Subject: Ways in which John Buktus can increase the profits of his Mongolian Grill restaurant and at the same time make sure that the satisfaction of the customers is not interfered with. Recommendations: John Butkus must redesign his second restaurant location in Waterloo so as to accommodate many people and reduce the delays while serving customers. He needs to act quickly because he has got short period from May 20th to July 1st. This is through the following ways; (Silk and Haywood 547) Short term-Immediately to one week 1.) Immediately call a meeting with the staff and direct them to explain to every customer about the features of the restaurant and be taken through the three food preparations stations. (Exhibit 1) 2.) Take notes on the attendance of the customers during different nights. Also include the average trips a customer makes during dinner and the average time taken by each customer to be served. (Exhibit 2).. Medium/Long term- one week to one and half months Hold a meeting with the management and the employees and discuss on the findings about the customers. Discuss about the initial floor plan of the Waterloo Mongolian Grill and the proposed design. (Exhibit 4) Control and feedback There should be continuous collection of feedback from customers and complain should be addressed as soon as possible. The proposed changes on design of the second restaurant should be continued to be checked against the current restaurant and see if it is still viable. Contingency plan If the proposed design changes become too expensive or inconvenient to some customers, the existing restaurant should be modified to accommodate the existing customers and new customers. Executive Summary By: Mongolian Grill Committee John Butkus who is the owner of Mongolian Grill Restaurant located in London, Ontario needs to make design decision for his second restaurant in Waterloo, Ontario. (Silk and Haywood 547). Despite the first restaurant being a success, he needs to makes some changes to the new restaurant to be able to accommodate many customers and reduce the delays while serving customers. The existing restaurant is small in size and cannot receive reservations. John wants to have a unique concept to outdo the other competitors. Recommendations/Implementation Short term- Immediately to one week 1.) Immediately call a meeting with the staff of Mongolian Grill Restaurant and explain to them the major design decision that is need in the second restaurant in Waterloo, Ontario. Currently, Mongolian Grill Restaurant is faced with the challenge of limited capacity and low speed of customer service. (Silk and Haywood 548). The staff will explain to the new customers the features of Mongolian Grill. These features are creation of environment for entertainment and interaction, involving customers in the preparation of meal and a lot of food which is healthy and fresh. New customers will be explained about the three food preparation stations which are food bar, the sauce, oil and spice bar, and cooking station.( Exhibit 1) 2.) Take notes on the attendance of the customers during different nights, the average trips a customer makes during dinner and the average time taken by each customer to be served. As the interactions with the customers continue, the staff shall take notes on number of customers who come each night. However, statistics show that most of customers are many from Thursday to Saturday night and this makes reservations to be not prioritized. (Exhibit 2). When it is full, the time taken by a customer from the food bar to cooking station is double as compared to other days when the restaurant is not full. This delay is a serious problem and therefore John Butkus is pursuing the option of redesigning the new restaurant location. (Silk and Haywood 549) Medium term- one week to opening of restaurant in Waterloo, Ontario 1.) Hold a meeting with the management and the employees and discuss on the findings about the customers. Those who were tasked with work of finding the satisfaction of customers will present their findings. If the demand for quicker services and variety of food ingredients is necessary then the owner needs to take an urgent measure to curb it so as to remain competitive. Discuss about the initial floor plan of the Waterloo Mongolian Grill (Exhibit 3). This will include seating capacity available and if there is available space necessary for changes in future (Silk and Haywood 549) 2.) Discuss the new plan of the Mongolian Restaurant in Waterloo with the proposed changes. The changes will be the addition of second food preparation area and relocating the cooking grill to a central place. This change is going to save around 240 seconds for queuing and the total cost of installing will be around $3200 and there is necessity of employing an extra employee. However this new layout is likely to confuse customers due to many sectors that are existing and considering it is different from the first restaurant (Exhibit 4) Long term- opening of new restaurant in Waterloo- one and half months John Butkus has very good implementation ideas. Considering the growing demand by customers to get unique concepts, the old restaurant is offering little of this. It has no space for expansion as compared to the second restaurant. The owner is still undecided if to implement the new project but his objective is to get profits and satisfy his customers. He plans to open it on 1st July. Control and feedback- Continually collect feedback from customers and complains be addressed as soon as possible. The time before opening the new restaurant should be used to attract them to the new restaurant. The owner and staff are to advice them also to be going to the new restaurant if it is opened because it will have better benefits. During that time, the owner will also have to compare and seen if it will be profitable and economical to move to the new location. Contingency plan- If the floor plan of the second restaurant with the design changes becomes expensive or inconvenient to customers then it will be better to remain in the old restaurant. However other probabilities will be considered like pushing forward the dates of opening the restaurant in Waterloo if the time limit is not enough. EXHIBITION ONE PLAN OF LONDON MONGOLIAN GRILL The floor plan has three stations for food preparation. They include, food bar for selection of food, the sauce, oil and spice bar, and cooking station. The latter is where customers get the food they had ordered, socialize and get entertained by cooks. The new customers are directed by employees through these stages. EXHIBITION TWO THE TIME CUSTOMERS TAKE IN THE FOOD PREPARATION AREA. Customers can take very few minutes especially when the restaurant is not full. However when it is full, customers are taking around 14.26 minutes to be served; which is double the time when there are few people. The restaurant is always full from Thursday to Saturday nights. The customers will averagely have three trips during dinner. EXHIBITION THREE INITIAL FLOOR PLAN OF THE SECOND RESTRAURANT This new floor plan will allow changes like expansion to take place because of availability of space, the seating capacity is also going to increases to 190. Its location will be attracting more customers because it is near a metropolitan area. All these will contribute to increased sales and profits at large. EXHIBITION FOUR THE FLOOR PLAN OF THE SECOND RESTAURANT WITH PROPOSED CHANGES The new changes will be addition of second area for preparing food. This will reduce time for waiting to be served. The other change will be relocating the cooking grill to a central place which will increase the number of people served at ago. However there will be costs involved which include the installation cost and the cost of employing new employee. (Silk and Haywood 550) Works Cited Silk, Tim and Haywood, John. Mongolian Grill. Ivey Publishing.1999. Print Read More