Shri Ram Restaurant - Operations Management - Essay Example

?OPERATIONS MANAGEMENT OF 16th APRIL CONTENTS PAGE NUMBERS Introduction2 2. Purpose of Case Study 3 3. Risk Management 3 4. Supply Chain Management 7 5. Capacity Management and Inventory Management 10 6. Lean Operations and Waste Management 16 7. Role of Operations Manager 19 8. Conclusion 20 9. Reference list 22 Introduction This case study is about a vegetarian restaurant named Shri Ram Restaurant, located in Yamunanagar Haryana, India. It is located at the busy junction of Delhi Road and Mehrauli Road, a business hub for Gurgaon Street. The restaurant is well furnished and well equipped with Colorful painted walls. The rooms are perfectly designed to craft a stylish and cherished atmosphere of the surroundings which have peaceful and quixotic settings. The restaurant endeavors to provide quality services and mouth-watering food in a relaxing and enjoyable dining experience to all its guests. The restaurant is not only known for its superb scenic beauty but also for its rich food. They include ‘Karmas’, ‘Tandooris’, ‘Shorbas’ and ‘Curries’ which reflect the true Indian culture. They also offer a variety of choices from North and South India to Indochinese dishes which include ice creams, soft drinks and beverages. The restaurant is known for quality food and hundreds of types of delicious and spicy food. It is also a pure vegetarian restaurant ostensibly due to the religion of the occupants, the ‘Vagan’ and the ‘Pure Jain’. The customers can expect to dine in a welcoming and a bona fide setting catered by their specially selected chefs from the local areas of exquisite dishes. Shri Ram Restaurant provides unique catering services where no number is small or large for their highly skilled team. It aims at exploring every possibility in providing their customers with incomparable services and their highly rated ‘Kulfi’, a traditional Indian ice cream. The restaurant has received the “Time Out Award” for their long time experience in lip smacking and sensational meals. Their recipes are vaguely prepared by their master chefs who provide modern and personal touch to the menu. The business was opened eight years ago and their business operation runs for 7 days a week from 11 am to 5 pm. Purpose of Case Study The purpose of the study is to better the services of the restaurant through improvement of customers and staff management and production processes. Sometimes the customers have been quoted saying that, the services are slow and the rooms squeezed and that people should only go there when they are not in a hurry or are craving for South Indian foods. They have continuously complained that the decor is tacky and the lighting very poor (tripadvisor, 2013). Although the restaurant is well furnished and well equipped with Colourful painted walls, such comments from customers should be seriously treated taking into account that ‘the customer is always right’. Such problems have been causing slow growth of the business due to low customer turnover. To deal with these challenges, Shri Ram Restaurant needs to identify the areas with discrepancies and come up with proper solutions. The main issues that need to be handled are; inventory and capacity management, supply chain management, risk management, lean and waste management, demand forecasting and queuing calculations, quality models, and global and international issues. In order to complete the customer’s requirements, the restaurant should manage the inventory effectively. Managing finances by use of database is very crucial for effective and accurate use of funds. Quality management remains the key point that forms basis for the business’s main stay and a pacesetter for steadfast growth and expansion. Risk Management According to Laird and McCutcheon (2002), risk management is the integrated loom to the management of the constant reduction of risks to environment assets, production and people in the industrial setting. Chandler (2003) defined Risk Management as a systematic impends to minimizing an organization’s exposure. But the definition from the Oxford dictionary refers it to as the technique used in minimizing and preventing accidental losses to business. From Laird and McCutcheon (2002) point of view, there are numerous benefits to an incorporated industrial risk and safety management. People have been considered as the most important element and benefiter of risk management since there is elimination of death, injuries and health problems which alleviate the long- term and short- term suffering to families and victims. It primarily applies to the working class like contractors, employees and visitors. It can also apply to the members of public who have the likelihood of being affected by accidents (Laird and McCutcheon, 2002). The diagram below explains the four important elements of risk management. Risk management is also important in protection of well trained and experienced employees whom in other words are considered as the back bone of the organization. Efficient risk and safety management keeps the turn- over rates low and attract the best employees. The employees gain morale, get job satisfaction and avoid absenteeism when they are insured. Training helps an organization to get the best and competent employees and hence reducing the risk of health problems (Laird and McCutcheon, 2002). Protection of the environment is another important element and it means protection of water, land and air. It encompasses activities surrounded by the fence line of the operation. It also covers any possible impact to the neighbouring property or public and transportation walkway used to send out products and to receive raw materials. This does not only incorporate losses during accidental and upset releases, but also in usual day to day operations. The third element is Assets Protection which involves protection of damages to the plant, transportation systems and equipments. It also includes reduction of losses to products, company materials and feed stocks. Production is the fourth element and is essential in reduction of lost production due to interruptions and delays in increased productivity (Laird and McCutcheon, 2002). An outstanding safety protection indicates a well run, effective and efficient company. It also gives a positive influence on the company, plant and industrial image. It has proved impossible to have zero risk in any situation of business operation. There has to be balances between the benefits and the resources utilized on achieving squat risks. If the costs of reducing risks are much higher than the benefits, then the study of risk reduction needs to be reorganized in order to know the way forward. There is no acceptable level of risk in businesses since it all depends on the size and type of the business (Chandler, 2003). Application of theory In Shri Ram restaurant, incidents happen due to management systems breakdown. Sometimes the kitchen equipments fail to operate leading to slow preparation of food. Due to busy services in the restaurant, cooking hood ducts and hood filters block leading to overheating of the cookers. Other equipments that regularly experience breakdown are dishwashing and commercial equipments, refrigeration and air conditioning systems, electric motors and pumps, and gas supplies. The restaurant management has not indicated the customer access and exits with signs and this is a failure since as part of their duty, they should control avoidable risks to the customers in cases of emergencies. They also don’t have technicians for inspecting furniture and others facilities in the rooms to avoid incidents associated with damaged facilities. The counters used by cashiers in the restaurant are not so secure since they are open to the rest of the staff and the customers. Storage and handling of money is not well safeguarded and this is considered as an outrageous risk to the business. Security grills and bars are not installed in concealed areas like windows and rear doors. Recommendation The ducting behind the filters and fume extraction filters should be cleaned after every two weeks in order to prevent damage and interruption to the business. Refrigeration and air conditioning systems, electric pumps and motors as well as dishwashing and cooking equipments should be inspected regularly by qualified technicians. The entrances to the restaurant should have sufficient lighting and proper anti- trip wet weather mats. The stairs should have hand rails and the emergency exits should be well indicated and kept unlocked all the time. In addition, the tables, benches and chairs should be well maintained through regular inspection and should not be positioned close to high traffic areas like kitchen counters and access ways to the amenities. The management of the restaurant should also come up with good strategies of handling money. The cashier desk should not be positioned in areas accessible to the public and the rest of the staff to reduce the risk of theft. They should install draw deposit chutes to allow staff to deposit excess cash takings devoid of having access to the main cash box. Detection devices like glass break detectors, internal movement detectors and perimeter door reed switches should be installed to provide early alarm activation. The management of the restaurant should ask for medical certificates from qualified medical doctors before employing any staff. These certificates should be renewed after every year to avoid repercussions of health complications in business premises like the kitchen. However, the management should provide medical covers to all employees in order to boost their morale and as a way of encouraging hard work. Supply Chain Management From Ketith’s (1982) point of view, Supply chain Management is the process of planning, implementing, and controlling the operations of the supply chain with an aim of satisfying customers’ requirements as proficient as possible. It aims at improving performance, cost profit and flexibility of end products. Slack et al, (2004) also defined it as a system or a management of a network of interconnected businesses responsible for transferring goods, products or services to customers. He also explained it as a system of an organization responsible for transferring a product or a service from supplier to the customer. Supply chain management delivers executive capabilities across the anticipated enterprise, enabling companies to foresee, control and react to demand and supply precariousness within the supply manacle. Managing where and how you fulfil orders, how much record you should store, and the execution and planning of your consignments to meet customers’ commitments. International Business Management provides the ability to manage, understand and direct the supply sequence in order to make the supply chain smarter. It provides access to a logistics service providers and carriers (Mangan and Butcher, 2008). It also optimizes deliberate supply chain planning decisions for the accomplishment of orders, consignments and inventories. In addition it offers an inclusive view of inbound order and outbound supply chain progressions as well as managing records across distributed network of warehouse amenities. According to Amy (2010), some of the large scale businesses have Supply Chain Management as a part of their business management team. Others follow just a few of the steps of SCM like logistics and purchasing and then they contact a Supply Chain Management system to do the other things (Mangan and Butcher, 2008). The transformation of Supply Chain Management provides fast access to accurate and relevant information which ensure flow of effective materials and information throughout a network of customers and suppliers. As suppliers and customers group together in mutually beneficial partnerships, the essence of improved Supply Chain Management processes becomes more important. Improving Supply Chain Management is getting lots of attention since forward- thinking management teams know its benefit of increasing and maintaining market share and profits. Experts now agree that, market share is lost or won based on supply chain performance (Mangan and Butcher, 2008). The best Supply Chain Management practitioners understand that, information should be passed on to those that need it and in the form they need it in. Alterations in inventory position, demand information, supply management, order fulfilment and other informations will transform how we supply products, sell products and receive payments for services and goods. Application of theory Shri Ram Restaurant is determined to undergo a revolutionary change as a result of robust growth within the shortest time possible. Therefore, it should take a first-rate hard look at supply chains by adopting a dysfunctional mix of systems, processes, policies, performance issues, and communications. Other processes are amalgam and they range from manual order entry to phone communications, faxes and e-mails. Other processes also divulge the current tendency towards full electronic communication and partnership throughout the supply chain, including computerized order entry, delivery tracking and inventory planning systems. The restaurant serves South and North Indian dishes which comprises of a mixture of different types of foods cooked differently. The ingredients are derived from hundreds of small items bought from local markets. The restaurant has not been using good processes of maintaining the stock. In addition, the variety of foods prepared comprises of this small ingredients which must be used together to bring the right blend of traditional foods. If some of them miss in any recipe, the dish prepared end up lacking taste. The restaurant pays no close attention to keeping of records on the food being served and thus increasing the chances of running short of certain variety of foods. This brings us back to the most crucial point of applying Supply Chain Management which helps in avoiding occurrences of over- stock and out- of- stock. A growing business should avoid this as much as possible in order to increase its market share and to gain a competitive advantage by being quicker, flexible and more dependable. Recommendations The first and foremost thing is for the restaurant to have a transparent communication between the stock management and the store management to assist in maintaining quality products and services to the customers. This will ensure that the restaurant has enough meals for the customers at all times. Coordination of the store and the stock departments will ensure that the restaurant does not fall short of ingredients required for the preparation of traditional foods. This will help in eliminating the customers’ complaints experienced before. Employing skilled and experienced personnel to manage the store and the stock will be an appropriate step towards eliminating out- of- stock problems. Operations manager of the restaurant must improve on the production systems in order to manage the service delivery to the customers. The restaurant must use supply chain management for stock management and for speedy information flow with decreased overhead activity costs and lower inventories (Koster, 2010). Capacity Management and Inventory Management According to Wild (2002), capacity management is a critical premeditated decision or organizational decisions area of operations. Capacity management ensures that the storage and processing capacity of information technology is adequate to the developing requirements of the organization as whole in a cost justifiable and timely manner. Vonderembse and White (2004) also defined capacity as a way to measure the aptitude of an organization to complete the customer’s demand in an inadequate frame of time in the form of goods available. The objective of the capacity management is to provide cost-justifiable resources necessary for meeting present and future business service requirements. It also ensures proper utilization of resources and requirement of a customer (Wild, 2003). In addition, it has a strong association with capacity matching of operating system. Excessive application of capacity might leading to wastage of company’s resources which hinder more profitable investment ventures. Capacity management is made up of a number of sub-processes which involve numerous activities. They include component, business and service capacity management (Kalm and Waschke, 2009). Component Capacity Management is involved in monitoring mechanisms that ensure sufficient capacity is on hand to perform the relevant functions optimally. Forecasting future mechanism requirements is also another important aspect that plays an important role in this. Component capacity management can prevent capacity related incidents by forecasting future capacities and hence reduction of downtime (Kalm and Waschke, 2009). There are tuning techniques that influence the existing infrastructure in order to meet future requirements. A good example for this application is use of two servers. One of the servers can be relatively free when the other one is overloaded. Therefore, one can be able to share the load between the servers by monitoring diverse technological components. This can also be done by predicting future capacities or even optimising the usage by tweaking them appropriately. Service Capacity Management focuses on prediction and management control of performance of the functional IT services that help users in their daily activities. In this sub process, cross- technology and cross- platform collaboration are required. In simple terms, it involves use of similar set of activities across a certain service. Therefore, on an email service, it ensures satisfactory capacity for email services function normally. Business capacity management is linked to demand that comes from the business and which ensures that the supply is in place when it is needed by the business (Dugmore & Lacy, 2005). The main objective of this sub- process is to ensure that the future requirements of business are translated into quantifiable information technology services. It is responsible for ensuring that the future information technology requirement for the business are planned, considered and implemented in a timely manner. The primary upshot of capacity management is the assurance that cost-justifiable capacity is accessible when required across an enterprise like Shri Ram Restaurant. It is also essential in ensuring that there is a close match between planned and present capacity as well as the present and future needs of the business (Denise and Waschke, 2009). The policies leading to capacity include; Average capacity strategy, Capacity lag strategy and Capacity lead strategy. The three of them can be clearly understood by use of diagrams as illustrated below. Capacity Demand Units Time Average capacity strategy In Average Capacity Strategy, capacity is expanded so as to correspond with average requirement expected (Russell and Taylor, 2009). This is a moderate strategy where managers are sure of selling at least some part of extended production, and are able to face the period of lesser production than demand. Capacity Units Capacity Demand Time Capacity Lead Strategy Capacity Lead Strategy expands in expectation of growing demand. This is an aggressive strategy and is used to entice customers from the other competitors who are able to make a hold in the rapid growing market. According to Russell and Taylor (2009), this scheme allows businesses to react to unanticipated surge and to reward high level of service during height hours. Units Demand Capacity Time Capacity Leg Strategy Capacity Lag Strategy will only allow a company to increase the capacity, where there is a documented proof of increased demand from customer area. From Russell and Taylor (2009) point of view, Capacity Lag strategies are used in industries which have very less competitors and they assume that the lost customers will come back again after capacity increment. As a result, this strategy returns a high profit to the company but sometimes the company may lose customers. Application of theory In order to apply Capacity Management effectively in a given organization or business, it must be accompanied by capacity planning. It is a vital tool for any business whether a company or a small business enterprise. In a restaurant like Shri Ram Restaurant, adequate planning of the furniture or other facilities in bar rooms is necessary in order to ensure smooth service delivery to the customers. The management of the kitchen department is determined by how well the staff and facilities are planned. Kitchen equipments are always not in order hence reducing easier access by the staff when handling large number of customers. Such planning becomes essential in solving problems prevalent when customers flock into the restaurant in rush hours. The seating arrangement of the customers also depends on how well the furniture is arranged. If poorly arranged, the staffs are likely to cause confusion when serving the customers. Squeezing of seats with an aim of increasing the customers’ capacity should be avoided as much as possible. It causes inadequate supply of air in the room and hence lack of comfort. In addition the staffs are not enough to handle increased number of customers leading to slow service delivery in rush hours. Slow services are experienced when few staffs who do not match their right job are hired. Failure to hire enough number of staffs makes the ones available extremely tired and this result to slow services especially in late hours. Appropriate strategies must be applied in order to increase the profit while reducing the expenses. Through Capacity Management, the management of the restaurant can be able to handle financial matters effectively. This ensures adequate amount of money is left for improving on the decor and lightings. Recommendations The kitchen department should be managed effectively by ensuring that the equipments are arranged in strategic positions accessible by every staff. Setting of seats should be spacious to ensure that the customers moving out and in do not interrupt the ones being served. This facilitates smooth service delivery to the customers. The rooms should be spacious to create enough breathing space for customers. Squeezing of seats should be avoided as much as possible as it reduces customers’ comfort. The management of Shri Ram Restaurant should ensure that there is enough number of staffs to ease the service delivery and to avoid overworking some staff. Giving excess work to the employees makes them lose morale or end up having a bad attitude towards their job. The operations manager must use good, logical and problem solving skills and knowledge in inventory management (Koster, 2010). A suggestion for this is to hire staffs considering their areas of specialization to ensure that they all match to the right job. Proper planning of funds available through the use of capacity management will help in allocation of adequate funds for decor and lighting facilities. This will create a stylish and intimate atmosphere with peaceful and romantic settings at all times. Lean Operations and Waste Management From Slack, Chambers & Johnston (2004) point of view, lean operations and just-in-time planning are used to get instant outputs with good quality and no waste. The main rule of lean management is comparatively easy to understand, that means touching to the removal of all the waste to manufacture faster, reliable and high quality products and services. The quality products are much determined by the extent of the wastes removed. Though lean production has more than low production levels, it adjusts rapidly to changes in demand after reduction or removal of waste. It is also essential in streamlining operations, offering fast turnovers and close trader relations. Lean has been described as westernization of the concept used in Japan with several names such as PM (Pull Management), TQM (Total Quality Management) and many more (Slack et al., 2004 and Gerhard, 2007). Most food service businesses produce massive amounts of garbage which end up polluting the environment if not handled cautiously. Waste management brings established environmental solutions and hence trending towards suitable image to the customers. Some people take lean production as a structure for reducing stock although they do it with a doubt (Russell, 2009). Application of theory Service businesses should always give first priority to waste removal to enhance production of high quality products. Production process in restaurants like Shri Ram involves a lot of processes which end up generating a lot of wastes. The wastes might end up contaminating the foods if not properly handled and therefore, they should be removed cautiously from the kitchen premises. The wastes likely to be generated include; preparation wastes, production wastes, defects wastes and many more. Poor utilization of employees’ ability in the restaurants is a big waste that can highly contribute to deterioration of business performance. Sometimes when there is no rush, more than required staff is at work and sometimes tasks are not given depending on the ability of the employee leading to waste of manpower. Preparation wastes are common in the kitchen when a substantial amount of food is wasted when preparing the meals. It becomes very hard for staffs to prepare food without spilling. It can also be wasted when peeling and chopping some particular types of foods like vegetables. Overproduction is also very common in restaurants where production outweighs consumption or when a lot of food is prepared in the kitchen with an expectation of receiving a large number of customers. This leads to a lot of food being wasted, a fault that may lead to a lot of loss over a period of time. Defects wastes are also available when wrong recipes are used leading to customers’ dissatisfaction. The food end up going to waste since the ingredients cannot be reused. Time shattered while the customer waits for the services is also considered as waste and might lead to negative effect of the business in terms of profitability. It is assumed that, while a customer waits for any service, another customer is likely to get in and lack space if the room is full. In business terms, this is loss of a potential customer and hence wastage. Failure to switch off lights during the day or when there is adequate sun light causes wastage of energy. Energy wastage is also experienced in the kitchen during preparation stages. Sometimes the gas cookers are switched off and left running after preparation of foods. The kitchen staffs also have a tendency of switching on the gas cookers before they are fully prepared. Recommendations Suggestions for these problems are simple and easy to follow and therefore, they should be applied in order to avoid wastage. Lights should be switched off when not in use. This is mostly during the day or after closure of the business. The kitchen staff in Shri Ram restaurant should learn how to save energy in order to reduce the expenses. They should switch off the gas cookers immediately they finish cooking and switch on when they are fully prepared for cooking. Customers’ orders in Shri Ram restaurant should be properly handled to avoid defect wastes which cause wastage of food and customers to leave with bitterness of dissatisfaction. Such incidents not only lead to loss of food but also create chances of losing the customer. Shri Ram staffs should be quick and aggressive in processing the customers’ orders as fast as possible. This ensures that many customers are served within a given period of time and hence increasing the restaurant’s profitability. Operations managers and other relevant staffs should use appropriate strategies to predict the customers’ turn out. A lot of precautions should also be applied during preparations in the kitchen to avoid wastage especially when peeling or chopping vegetables. Shri Ram restaurant must use proper disposal tactics to ensure maximum environmental protection despite release of hazardous wastes. The management of the restaurant can also collect the waste and process it in a way that it can be recycled. Wastes can make the customers and the local people have a bad attitude towards the restaurant and hence a threat to the wellbeing of the business. Operations manager in Shri Ram restaurant should assign duties accordingly depending on the amount of work at hand. This can be effectively achieved by giving leaves on less busy days while retaining many if not all staffs on busy days. This will be a match forward strategy of curbing employees’ ability waste. Analysis of project management Wild (2002) explained the word project as a fixed action with a detailed target and a time frame with the help of some resources. It is an activity towards an explicit goal with a limited time-frame. In connection to this, project management has been described as the search of a definite purpose derived from specified resources on a pre-described period of time. Project management simply means meeting project requirement through application of skills, tools, knowledge and techniques to project activities (Institute of Project Management). There are three aspects of project management that work as a pyramid. They include time, budget and scope and they are achieved by controlling, planning and organizing. This can be illustrated using three lines of a pyramid, that is, the scope, time and budget (Stricker, 2013). Budget Scope Quality Time Time Time Budget Scope Time If we take three lines of a pyramid as scope, budget and time, then, while drawing the new line, the mid will show the quality of the product ((Stricker, 2013) Application of project management concept to Shri Ram restaurant Project management plays an important role in food business because businesses like Shri Ram Restaurant depend on time, cost and scope. The project management tools will prove effective to Shri Ram Restaurant at times when there is a huge rush and a lot of orders have to be delivered within a short period of time. In such occasions, the cost will show the budget of the products and services of the restaurant while the scope will show the probability of the product being liked by the customers. Lack of adequate management has caused slow services especially in preparation stages. Management of cost should be done accurately since some of special orders totally dependent on cost and time. If it is not done effectively, the quality of the products gets affected and hence a great shock to the total sales. The restaurant should always take into account the scope and demand of the products even if they are prepared on daily basis. Project management ensures that the resources are utilized adequately and for the intended purpose and thus avoiding wastage (Lewis, 1998). It is applicable to small and large projects or businesses although the complexities in regard to scheduling, planning, controlling and implementing increases with increase in magnitude (Lewis, 1998). Role of Operation Managers In year 2007, Slack argued that an operations manager has some well known responsibilities towards his job and the business which work to produce the quality output and better services. Seeing the structure of the organization, the accurate personality of responsibilities which are described under the operations role may be different from business to business. A number of behaviours are applied in management of all organizations and businesses by operations managers (Koster, 2010). One of them is operations plan development which proofs difficult for operations managers. It requires them to come up with strategies that are essential for setting guidelines for achieving business’s goals and objectives. In connection to this, they are supposed to understand and follow the goals of the business and adopt strategies of achieving them. The operation managers are also expected to design and decide on the processes, services and products of operations. They design the form, shape and composition of materials in order to make a suitable and appropriate end product. It is the role of the operations manager to control and plan resources and the processes of the business or the organization. This is very essential in ensuring that there is smooth performance of business operations (Koster, 2010). This can be achieved through close and constant observation of business operations and ensuring the right resources are used for the intended purposes. Conclusion The case study of Shri Ram restaurant has clearly shown that, the Operations Management is the most important building block for any business. The management of funds, staff, stock and inventory are among the key issues that need to be addressed effectively through proper use of Operations Management. The techniques used in maintaining and improving the qualities of products are all derived from operations management. Use of operations management is very effective in bettering the services of the restaurant through improvement of customers and staff management, and production processes. The Operation Management techniques proofs very effective in service businesses like Shri Ram restaurant since they help in risk management, inventory and capacity management, waste management and supply chain management. Capacity and inventory management are effectively implemented by use of capacity planning which involves evaluation, analysis and control of employees and other resources used in the business. The capacity of the business is improved through use of capacity management which ensures that the storage and processing capacity of information technology is adequate to the developing requirements of a business in a cost timely and justifiable manner. In restaurants, quality stands for quality of food, quality of service and quality of maintenance and therefore, the quality of food must meet or exceed the expectations of customers. Waste Management has helped in the reduction of wastes during production and preparation stages and thus a step to reduction of unnecessary expenses which are believed to cause a loss of 25 % to 30 % in service industries. Supply Chain Management has also helped in delivering executive capabilities across the anticipated departments, enabling the restaurant to foresee, control and react to orders and services instability. The restaurant will flourish and show signs of growth and hence expansion when all these management tools are effectively used. References Chandler P, 2003, Waud's employment law: practical guide for trade union officials, human resource managers, employers, employees and lawyers, Kogan Page Publishers, London. Denise, PK & Marv, W 2009, Capacity of management: A CA service management process map. Patent. New York. Dugmore, J & Lacy S, 2005, Capacity management, BSI British Standards Institution, London. Koster, K 2010, International project management, SAGE Publications Ltd, London. Laird, W & McCutcheon, 2003, Industrial safety and risk management. University of Alberta, Canada. Lewis, JP, 1998, Mastering project management. McGraw Hill Professional, Canada. Mangan, J 7 Butcher, T 2008, Global logistics and supply chain management, John Wiley & Sons, Ltd, New York. Russell, RS & Taylor, BW 2009, Operations management along the supply chain, capacity and facilities planning, Danvers, New York. Sardul 2013, Tripadvisor, Shri Ram Heritage, viewed 23 April 2013 . Slack, N Chambers, S & Johnston, R 2004, Operations management, quality planning and control, Harlow, Essex, London. Slack, N, Chambers, S & Johnston, R 2004, Operations management, quality planning and control, Harlow, Essex, London. Stricker, K, 2013, About.com Management, What is Project Management, viewed 29 April 2013 Wild, R 2003, Essentials of operations management, capacity management, Bedford Row, London Read More