Operation Aspect

3 Operation

In operation aspects there are some point that should be considered which is product

design in form of packaging, layout and capacity design, human resources design, customer

& employee process design, SOP, and inventory management

3.1 Product Design

This business run in producing product with service, as we run a café where give our

product through service to customer, in the form of café with the minimalist modern concept

we’ll serve our customers with many ice cream menu, Western and Indonesia food with

appealing presentation of the product.

Figure 4.2 Arcobaleno Product & Packaging Design

3.2 Layout and Capacity Design

Our layout will be in shape of rectangular, with area of 65 meters square, that will be

consist of 10 tables and 40 chairs, with kitchen, ice cream showcase, and employee table for

cashier on the beck

Figure 4.3 Arcobaleno’s layout

kitchen
Show case
chasier
Toilet

3.3 Human Resources Design

The working hours of the café is 10.00 WIB – 22.00 WIB, the operational hours will

start in 10.30 WIB and all of employees start from general manager, assistant manager, head

chef, assistant chef, waiter and chasier should come at 10.00

Table 4.5 Human Resources Design

Code*
WA01
Working hours CA01 WA02
GM01 AM01 HC01 CS01
CA02 WA03
WA04
10.00 WIB

11.00 WIB

12.00 WIB

13.00 WIB

14.00 WIB
 15.00 WIB

16.00 WIB

17.00 WIB

18.00 WIB

19.00 WIB

20.00 WIB

21.00 WIB

22.00 WIB

*Code

- GM01 = General Manager - CA01,CA02 = Chef Assistant

- AM01 = Assistant Manager - WA01,WA02,WA03,WA04 = Waiter & Waitress
- HD01 = Head Chef - CS01 = Chasier

3.4 Process Design

The process design based on 2 perspective that come from customer and employee. For

the employee they must be understand the process flow that given by company to serve menu

and how to act in front of customers.

 Customer Process Flow

Entrance Seat in Order

Exit Payment Food Served

Diagram 4.1 Customers process flow
  Employee’s Process Flow

Customer
Comes

Stand in the Greet Guide

customer to Give menu
entrance door customer
seat

Cook or make
Served order Listing order
order based on
requested

Received Lift the plate

Place bill
Payment or glasses and
Clean the table

Diagram 4.2 employee process flow

3.5 Standard Operation Procedure

Preparation (Before Operational Hours)

 Every employee should come at 10.00 W.I.B in the outlet

 Fill the attendance list

 Change the given uniform while working

 Waiter & waitress should make sure complete set of table and chair also proper

position

 General manager has flexible working time but at least has to visit café 3 times a

week while the assisten should come at 10.00 W.I.B

  Head chef and assistant chef should make sure the kitchen are ready to use before

open hours and make sure the availability and the readiness of raw material

Opening Hour

Operating working hours will be 10.30 WIB – 22.00 WIB

 During open hours Waiter & waitress stand in the entrance door and bring the menu

 Greet any customer with “good morning/afternoon/evening welcome to Arcobaloeno”

and ask for how many people mr/mrs? Then guide them to seats

 During open hours kitchen staff and should stand by at the kitchen

 Every employee will be permitted to prayers for 15 minutes break

 Waiter and waitress should clean everytime customers finish eating or drinking

 Every time customer leaving the café, every table and chair should be back in normal

position and cashier said “thank you for coming, hopefully you satisfied and come

back to Arcobaleno”

 Cashier make sure that register machine and paper receipt is working and prepared

ballpoint, also paper

 Assistan manager should control every aspects of production during open hours

Closing hours

 Cleaning entire area, the sites and kitchen

 Make sure the kitchen is safe, gas, electricity and water should be turned off expect

for the ice cream freezer that should be always on

 Lock the door and window

 Sales evaluation by assistant manager

 Every 3 days during closing hours assistant manager should do stock opname with

head chef

 Review daily financial by assistant manager

  Review per 3 day by general manager to be reported to owner

3.6 Inventory Management

The inventory management will be focusing in raw material stocks, when that will be

determined how much raw material should we buy and how lomg it will be remain in our

inventory, while inventory management will be determined by capacity of our production.

Arcobaleno will be using safety stock techniques, safesty stocks will be based on our

sales target, the amount of ice cream raw material stock should supply 5 operational days,

and the lead time of restocking raw material will be 3 days.

For the other raw material such as chicken, meat also vegetables will remain for 2

weeks, so we will orders per one week.

3.7 Operation Performance Measurement

To measured the employees performance, there are 5 questions with maximal point of

20 for each question. This table below show an indicator that how employee work based on

owner expectation.

Table 4.6 Operation Performance Measurement

No Description Score Explanation

Ability to follow SOP : A=0 Score accumulation:
(A) Very bad (D) Good B=5
1
(B) Bad (E) Very good C = 10 1–20 = Very bad
(C) Average D = 15
Productivity in working, timeliness and quality E = 20 21–40 = Bad
product and services :
2 (A) 51-60% (D) 81-90% 41–60 = Average
(B) 61-70% (E) 91-100%
(C) 71-80% 61–80 = Good
Quality in working, quality service customer &
produced the product : 81–100 = Very good
3 (A) Very bad (D) Good
(B) Bad (E) Very good
(C) Average
The number of mistake in carrying SOP:
4
(A) >5 (D) 3
 (B) 5 (E) 1-2
(C) 4
The number of complaint and criticism from the
customer :
5 (A) >5 (D) 3
(B) 5 (E) 1-2
(C) 4