Applied Management To Nandos City Restaurant

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Nandos city restaurant is situated in the heart of Auckland's CBD on Queen Street amongst many other food outlets. Nando's is a casual dining restaurant group originating from South Africa with a Portuguese/Mozambican theme. Founded in 1987, Nando's operates in 30 countries on 5 continents. Nando's specializes in chicken dishes with either lemon or herb, medium, hot or extra hot Peri-Peri marinades. In some countries, Nando's has other flavor options like mango and lime or Mediterranean.

Identification of business problem:

The main reason why I chose this particular store was because I worked there since February 2010 until November 2010 performing various duties from cooking cleaning, taking orders to serving orders, sometimes I opened the store and closed there store so it was very easy for me to gather information I needed for this assignment. When I worked there I noticed various problems which need to be solved by the franchise owner and my project proposal so mine would fall under the "OTHERS" category. The problems I've experienced are:

1. Organizational Structure

2. Motivation

3. Planning

4. Staffing

5. Culture

I chose those problems because it relates to my studies and also because it not only impacts Nando's but almost every other business in New Zealand. These are common problems in most business here.

Statement of objective:

Problem identification

To do analysis of problems

To find solution for that problem


1. Organizational structure 

An organizational structure consists of activities such as task allocation,

Co-ordination and supervision that is directed towards the achievement of the goals of the business. The structure of any business affects organizational action in two big ways:

First, it provides the foundation on which standard operating procedures and routines rest.

Second, it determines which individuals get to participate in which decision-making processes.

2. Motivation:

Motivation is also a basic function of management, because without motivation, employees cannot work effectively. If motivation doesn't take place in an organization employees may not contribute to the other functions (which are usually set by top level management).

3. Planning:

Deciding what needs to happen in the future (today, next week, next month, next year, over the next 5 years, etc.) and generating plans for action.

The restaurant had done well initially but started to lose business in last couple of years due to other fast food outlets around the area offering cheaper options. The owner used to be the operator in the beginning but then decided to hire managers to run the business which was only people from India which was wrong, I'll get to that problem a bit later.

4. Staffing:

Job analyzing, recruitment, and hiring capable individuals for appropriate jobs. Too many staff working too less hours, going on too long breaks because owner did not want to pay for them to work when the shop was quite between 2pm and 6pm. Staff worked 10am to 9pm and went on lunch from 2pm to 6pm. Favoritism amongst managers and workers. The India people from the same area in their home country were close and the managers gave their friends more hours to work.

5. Culture:

This is the one of main problems, too many people from one county working in the restaurant. The staff does not have good work ethics and do not know how to speak with customers and other staff as well. They like to talk behind each other's back and get them into trouble but face to face they act like best friends.

The problem also is with the owners, they like to play the staff against each other, especially the owners wife, she talks to every staff like she's their best friend but actually is getting information from each staff for her advantage, she does not respect the staff but treats them like they beneath her because they all from India and they treat her like God, she is exploiting India's culture for her own benefit.

The second problem lies with the staff because they have a habit of treating their employers like Gods.

The structure of Nando's will be perfect once everyone learns to respect each other and not worry about what cast, religion or city they come from.

This assignment did not require me to do much research because even though I don't work there any longer I still visit and I can see that nothing has changed since I last worked there.

The owner doesn't communicate his expectation from business to the manager in a good manager but demands it and raises his voice. The duties of the management team are not specific and recorded but everyone thinks of themselves as managers. There is no respect and equality. Everyone likes to act like the boss.

(b)Research methods and process

Solutions are logically listed

Find the solutions to the problems

Analyze the problems by research.


Possible solution of the problems

The following solution is based on the information that i gathered from old coworkers, customers that I now met here at school in Taylors College and by looking at the way the business was running for about 3 days when I went there for lunch.

1. Organizational structure:

After making the plan the owner needs to look at organizing himself and the staff so that the goal can be achieved easily. And the easy way to do this is by communicating to staff about the new plan and the new goals. It would be also right if the owner gets a feedback from staff about the plan as they are the people who deal with the customers directly and would know what exactly their needs are. Their duties should be specific and time framed to get better performance out of them.

2. Motivation:

Another challenge to get the team confident regarding the new plan will be to keep the staff motivated until achieving the goal. It's really important for the team to stay motivated for the success of the plan. The manager can do this by praising staff for their good works and by running a completion amongst the staff to be the best and then reward the best.

3. Plannig:

"Proper planning will prevents poor performance" The owner should sit down with the current store manager to discuss the action plan to prevent business from losing customers. The owner should also keep in mind while making the plan that the goals are specific and achievable using "smart". Smart goals make for a smart organizations. In my experience, many supervisors and managers neglect to work with their employees to set goals together and the ones that do, goals are often unclear, ambiguous, unrealistic, unrelated to the organization's vision, immeasurable, and demotivating. By developing SMART goals with your employees, you can avoid these traps while ensuring the progress of your organization and its employees. He also should give decision making rights to the manager.

4. Staffing:

Nando's should hire new experienced staff so that service can be faster as it used to be initially. The service of the restaurant used to be good in the beginning, which was very important factor of their success that was due to the owner being there to supervise the staff constantly.

5. Culture:

They should hire the staff that has good skill of communication and give them proper knowledge and training and they should have proper knowledge of English because they can speak English with each other and customer as well.

Research instruments:

1. Group discussion.

2. Content analysis

3. Episode analysis

List of resources:

Customer survey

Staff interviews

Supplier's reports

Statistic reports

Performance review

A project plan Including Scope, resources and solving model to be used


The scope of this project is that it will grow up to good financial conditions

of the business. This business will be grown to create competition in New Zealand's

food market. It is a good established business.

Detailed list of task of the project:

Serve order in 5 minutes

Hire new crew trainer

Training for staff for communication

Submit monthly reports

Monthly bonus for employees or

Best employee of the month

Problem solving model

For the solution of the problem, method SWOP is used by me. SWOP is stand for:

Strengths, Weaknesses, Opportunities, Threats



2.Good reputation/brand name

3.Equipments of new technology

4.Strong net work

5.Strong skills, specific transferable skill, communication skills, Leadership skills

6. Best experience


1.Lack of targets (goals)

2.Lack of specific job knowledge

3. lack of leadership skill

4. Lack of team work.

5. Weak job hunting skill

6. low G.P.A

7. strong net work


1. Develop new market

2.Develop new range of product

3.Utilized net work

4,Follow the customer's request

5.Develop relation between current and new



1.competition from other originations

2. Limited Advancement in the field,

Advancement is cut throat and competitive

3.Negative trends in fields that diminish

jobs, obsolescence

4. competitors with superior skills,experience,and


5Copetitors with better brand image and good

quality of products

Project plan of Nando's

















Monthly report


Employ of month


Monthly bonus


5 minute service


Training roaster


Staff training


Organizational structure is the back bone of any successful business. Any business is entirely dependent on the organization's structure and their performance. The owner will have to come up with a fresh plan and should communicate the duties of the staff members and the management team to each one of them. If the business still seems to struggle then here are some suggestions:

Review the goals and focus on what's really important.

Evaluate where the project stands, look at what you've achieved and where the project truly has problems.

Get professional help from an outside expert.

Learn from your mistakes by preventing them in the future.

Determine your minimum acceptable goals, you may have to scale back the project.