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The report considers a range of organizational issues, researching key aspects of management within the organization. The organization's management structure and process are analyses and evaluate in relation to current theory.
The following sources were consulted:
The notes provided by the tutor.
Some verbal information from its employees.
I am very thankful to Mrs. Tanu Reet Virk to give me the opportunity and her valuable time in regards to the completion of the business communication project assigned by my tutor. Without their immense knowledge and expertise it would not have been possible.
Thanks to our tutors for supporting and providing us with all the help and knowledge towards the completion of the project.
1.3 Executive Summary
The following aspects of the Nando's management were investigated and analyzed, and these conclusions were drawn:
Types of organisation: I will be discussing about Nando's café
Organisation structure: I will be discussing about the different level of authority
Environmental structure: I will be discussing on the internal and external factors that affect the organisation
Planning and control system, processes and strategies: I will be discussing about how the organisation plans and controls in order to achieve the goal
Team structure and dynamics: I will be discussing about how the organisation deals with conflicts and motivates the employees
Leadership: I will be discussing about how the organisation makes decisions and how they deal with issues.
2.1 Type and size of organization
2.1(a) Findings: Nando's in originally open in1987.Nando's is a South African casual dining restaurant group originating from the Mozambican-Portuguese community with a Portuguese/Mozambiquan theme. Nando's operates in thirty countries on five continents. As it is a worldwide food chain, it is more popular in Birkenhead. The owner opened branches; inside the Westfield mall to make it convenient for the customers. It also includes a drive-thru and an internal playground.
Its main activity to give quick service to their customers and provide them fresh Chicken and French fries, ice cream, milk shakes etc.
It also gives donations for children's health it also arrange much kind of programs for children's entertainment.
16 full time and 4 part time workers are working here.
2.1( b) analysis
I have found out that Nando's café is a highly customer based fast food restaurant. It only provides grill chicken and make their own sauces which makes it unique from other restaurants .Customers are mainly allured to the sauces of Nando's. Since the restaurant size is small so this kind of structure is completely suitable for it.
(2.2) Organisation Structure
General Manager: - Responsible of general manager is to controls lower management, maintain inventory supply, inspect daily cash balancing and transaction activities confirm local health codes.
Assistant Managers Shift manager (Staff Training )
Assistant Manager: -Assistant Manager gives assistant to Restaurant manager Control customer service.
Shift Manager & staff training manager: - Shift Manager should have the ability to use a wide range of equipment for the preparation and cooking of food so they can provide proper training to staff and help them in any matter. They try to runs monthly production operations during shift .He can give good customer service and also have ability to handle cash matters etc.
Crew Members: - Good customer service is a fundamental duty of Crew Members.
(2.2) b: Analysis
This organization is running very well because everyone is well trained from managers to workers. After every 6 months managers provides their crew trainings and shows them videos for customer's service and other stuff to increase their knowledge and interest about organization. Manager arranges monthly meetings for instance health and safety, all the workers sit together and give suggestions for the betterment of the organization. In the light of these suggestions, management makes future plans.
The duties of each level are clear and they know what their responsibilities are. But the decision making could be slow because they have to get approval from each level. Management got more salary than the labor so this organisation requires more money than the flat structure. It is a formal organisation where everything is planned out and co ordinate.
(2.3) Environmental Factors
(2.3) External Factors:
Government: Government is playing a crucial role by imposing some limitations in relation to hygiene and health of public. Environmental laws, tax policy and change in labor law also have great influence on the organization.
Technology: Personal computers, wireless devices and the internet have Nando's plugged into mainstream technology and to communicate with other branches of Nando's technology plays important role. It is using latest technology to preserve and prepare food. Information technology makes it possible to provide the customers healthy food and quicker services.
Competitors: KFC is the main competitors. They did lot of advertisement like Nando's to sell their products. They also offer some specials to catch the attention of the customers. These tactics sometimes affects the economy of Nando's.
Especially for Birkenhead branch they have competitors everywhere in the mall for instance Burger King, KFC and there are Subway, 2 Indian restaurants, Pizza hut outside the mall.
(2.3) b Analysis:
Government imposes some restrictions on it to ensure the health and safety of people that affect the economy of the organization. Latest technology has been introduced in the market day by day. By buying new technology, it can attract more customers. Competitors use lot of tactics to sell their products which may result in the loss of its customers for example T.V. and online advertisements, but it is the achievement of this organization that it has a strong hold on its competitors by providing best customers service and fresh food always.
Training: Training is a key element to improve the skills of the employees. Customer service, checkout, health and safety, hygienic, etc are couple examples of training provide in this organization which can effect the future of employees who wants to work in food industry. Nando's spends a fair amount for the training of the employees. As skilled workers are more demanding in the modern world, this provides the base for bright future. That's why people from all walk prefer to work at Nando's to get the ingredient for success in future.
Safety: This organization is responsible for the health and safety of their employees as well as their customers. It is insisted to their employees that they must be follow rule of hygiene. Gloves and caps are must for crew members during working hours while closing the store clean everything properly change oil time to time and check expire stock or near to expire stock etc. Its aim is to provide their customers high quality food and clean environment .Nando's is performing very well at this context.
Culture: The culture of the organization is to follow the law and fulfill their social responsibility. From top management to workers, every one well aware of their duties. All of them look ready for the well being of their colleagues and even the customers. By addressing employees higher needs by providing training they make employees feel important and valuable. Their aim is to keep the environment neat and clean and provide healthy food to customers.
Staffing: Nando's believe in the training of the workers. That's why people from all over the world prefer to work here. You can find every employee well trained in its area.
The decisions, Nando's has made about staffing has thrilling effects on the quality of work. It is going to on the way to achieve their goals.
Ethics and Social Responsibility:
Ethics means deciding what is right and what is wrong, what is good and what is bad in business transaction.
It is very important aspect of an organization to know about its employees how they behave. Nando's has already set up a code of ethics which provide the workers from the first day of their job by provide training to them.
The organization keeps the faith on social responsibility. It expected the workers to respect each other and help their colleagues if they are in trouble.
Nando's gives donations to the community for its betterment. Nando's help churches and schools by giving them money. It spent a fair amount for the re-settlement of Christchurch.
Planning and Control
General Manager is responsible for strategic planning and allocation of tasks to the employees. He examined whether the plan is implemented accurately. One of the most important parts of an organization is planning and controls the system. It is impossible to achieve the goals of an organization without planning.
Finances: The Finances of the organisation are controlled by David Niven (CEO). Here they decide, how much money, they have to spend in which area. They make decisions that how much stack they should be need and how many staff members they should be hire. It also makes plan that how much and where it is going to spend money for the next year. Financial standards of the organization determine by the results of last year.
Its main functions are to decide that what kind food they should be made and distribute to the customers, how communication should be develop within the employees. Some other functions include storage of products, laws and evaluation of processes.
Every organisation has some secrets which is control by this department. The information is about the finance, competitors, suppliers, employees and the future planning of the organisation etc. The information put into record only by this department.
Human resources refers how to uses of human skill in a business. The human resource manager is someone who employees, trains and assesses employees. It is the management role dedicated to acquire, train, evaluate and compensate employees.
In Nando's this is done by mainly young generation because they have more power and thrill. It has some full time workers and some part time workers who are on duty at peak time. Every employee is well trained here and ready to cooperate with others. (Kalidaas)
(2.4) b Analysis:
As it is getting more profit from two years, the owner is thinking to establish a play zone for children inside the Nando's. At peak time, it has face some trouble to dealt with the customers because the reception area a bit small for that. It is expanding its premises very soon so it will be become convenient for the customers even at the peak time.
Operations: Nando's is providing clean environment and healthy food to their customers. It also gives them good customer services. It is also using most appropriate way of preserving and preparing food. Decisions are made by top management but after getting suggestions the all employees.
Information management working very good in this organization. My interviewee told me that he never heard any secret information during his five year job experience.
Human Resources: Top management to crew members everyone is well trained here. Although some conflicts happened among workers, these are solved very quickly by the management.
(2.5) Team Structures and Dynamics
In any organization, company, work place community groups and sports all use teams to accomplish goals. The dynamics of teams determine if these goals will be met in an efficient manner.
Team Formation: Teams are formed here according to vertical dimension. Top management, middle management and crew members work together like a team. But exchange of information and suggestion will continue among top to lower management on monthly basis.
Activity: As no formal team is exist here and same level employees considers as a team. Everyone is responsible for his job at the same time they keep their social responsibility.
Performance: Performance is the key to success. As every individual has different kind of abilities so they are doing their job according to their abilities. You can find that one is slow, one is fast one is interested and someone is not. These things have great influence on performance of the workers. Employees get promotion here on behalf of their interest and good performance.
Evaluation: Manager walks around to watch the performance of the workers by watching cameras, by taking assessments they use to get up-to-date information about employee's performance.
2.5(b) Analysis: Working with team can actually boost everyone's interest on their work place. Working in a team has value in many ways .You can share your ideas with others and accept others point of views. The same thing is happen in Nando's. The process of learning becomes quicker and faster .These are the reasons, you can rarely find a worker here at the same level of his job more than two years. If some problem occur at work place and a team try to solve it. There are more chances that problem will solve very soon. As a team you have more time to go deep to the issue and you can find out a better solution.
(2.6) Findings: In Nando's restaurant the opportunity of a leader is lead by Mrs. Tanu Reet Virk (Store manager). The manager observes the day to day activities of workers and tells them where they are doing something wrong. In case of good performance, he appreciates them. Motivation of the workers working in the store is done by the Store manager itself she appreciates the work of the employees give feed backs to the owner Mr. Raman Kalidas and then he describes the rewards to the employees. The rewards mainly include incentives and employer of the month. Store manger also have a positive approach towards their customers, they provide a 10% off to the people working at the Highbury Mall and a 40% off to the employees of Nandos.
It doesn't mean he simply gives the orders to his workers but he calls for monthly meeting and appreciate the suggestion of their workers.
Nando's has introduced five level of leadership. There are five manager in the organization and every
Manager is a leader in his area. General Manager delegate tasks to other managers. Assistant manager give assistant to general manager .Restaurant manager delegate tasks to crew members. But the best leader is one who develop a pleasant environment within the organization
Motivation: Employees are motivated here in many ways. The first thing is that employee's got train to do their job. They don't feel rush during working hours. They are also motivated because they think; they will get enough training here for their future success. One way of motivation is that manager walks around during work time and appreciates the performance of the workers. If he observes that someone is doing very well, he offers him free meal in break time. At the end of the month, he also announces the employee of the month.
Delegation: No organization can ignore the importance of delegation of tasks. It enables the managers to do their job on time. The workers get motivated do their job more effectively. It has developed the work power of the employees and has made it possible for the leader to achieve their targets.