OPERATIONAL PLAN

INTRODUCTION
Apart from administrative and marketing plan, entrepreneurs should also plan their operations
activities to ensure that the business will meet customers expectations, which include parameters
such as quality, quantity and time. Operation is the one of an important role in a business
organization.
Operation management is the process of marshalling resources to produce output through the
transformation process. The operations process comprises three main components:
1.

Business input

2.

Transformation system

3.

Output

Business input refers to all resources required to produce a particular output. Such things could
categorize as:
1.

Raw materials

2.

Machines and equipment

3.

Method and technology

4.

Manpower

5.

Capital

The transformation system refers to the activities involved in transforming input into output. This
system involves planning of usage of raw materials, designing of operational process, planning of
floor layout and distributing of man power in the organization.
Output refers to the end product created as the result of the transformation process. Business
output of our company is a service.

SCHEMATIC DIAGRAM OF AN OPERATION SYSTEM.

The component of an operation system can be portrayed in the schematic diagram as shown below:

External
Enviroment

Input

Transformation
process

Feedback

Output

4.2 OPERATION OBJECTIVES.

Our operation strategies are:
To resolve the any problem in operation to make it run efficiency.
In order to make sure that our operation can run efficiency, we always plan and control our
material requirement so that we will get these materials at the right quantity, quality time
and cost.
To achieved constancy in the services offered.
Additionally, the quality and timely delivery depend very much on the quality and delivery of
material, In this case, we acquire trained workers that can do things faster and have a
responsibility with their works.
To optimized the satisfactions of our customer.
To make our customers satisfied with our services.
To precise the operational fee in order to get reasonable price.
Our restaurant will always ensure that our services capacity of each of this activity is equal in
order that the through is smooth so that we can precise the operational fee in order get a
reasonable price.

OPERATION EXECUTIVE FUNCTION

There are several function and duties that need to be done by the operation executive. In our
business, the functions that are performed by operation manager are as follow:
Plan for premises layout
To supervise the daily task
Monitor the staff punctually, absence and sickness
Measure operational budget
Continuously analyze the operating cost and delivery mean of improving

OPERATION STRATEGIES
Developing operating and services
Find the best way on operational process in maximum quality but minimum budget.
Updating the quality services
Give the customers the latest update about our new menu in our restaurant.
Maintaining the best environment
Make sure our environment around our restaurant clean all the time.
Updating the workers skills
To improves the skills of processing food.
To improves the skills of serving customers.

OPERATION FLOW CHART OHSEM COFFEE

Customer enter

Received order from customer

Drink section

Food section

Prepare the order

Serve customer

Return to counter

Put the pack into the wrapper

Return to counter

Check ordered list to

Check ordered list to

Verify all items are included

verify all items are included

Received payment and greet customer

CONVENTIONAL SYMBOLS.
The symbols used in the process chart can also be used to make a job activity chart. The job activity
chart will show the sequence of jobs that to need done by the worker.

SYMBOLS

ACTIVITY

DESCRIPTION

Operation

Activities that modify

transform or give values to the
input.

Transporting

Transport activity occurs

when materials and transported
from one point to another.

Delay

Inspection

Storage

The symbol is used when

in-process material is restrained
in a location waiting for the next
activity.

Activity that measures

standard on in-process material,
finished products or services.

The symbol is used when

the in-process materials or
finished products are stored in
the storage area.

OPERATION HOUR
Operation Schedule
TIME OPERATION
Day

WORKING HOURS

Day Shift

10 am-6 pm

8 hours

Night Shift

2 pm-10 pm

8 hours

Operation hours for our restaurant are at 10.00 am in the morning until 10.00 pm in the
morning daily. Our workers will divided into two working shift which they need to work for 8 hours
each shift. This is done to ensure that our restaurant can run the operation smoothly daily. We only
have one supervisor that works at dayshift. This is to make sure that the operation works smoothly.

The workers must come earlier to do their routine and ensure the premise ready to be open
to customer. Before we close our promise, we must ensure that the shop is safe to be leaved and
clean for the next day use.

BUSINESS HOURS
OHSEM COFFEE operates daily. Business hours are from 10.00 am to 10.00 pm. Business operation
hours are as follow:

Peak time expected

Lunch time : 11.00am-2pm

Tea time

: 3pm-5pm

Dinner

: 5pm-10pm

The peak time expected is due to the time that we expected a large amount of people come and
have their meal. Due to this we plan out our business hour is start to 10 am to ensure that we are
prepare to serve the large amount of customer during the lunch time. Lunch time and dinner is
expected to attract lot of customers to come since that time where people always find the place to
eat.

SCHEDULE TASK AND RESPONSIBILITY.

OPERATION
MANAGER

SUPERVISOR

CHEF

WAITER/
WAITRESS

CASHIER

(4)

Day shift

Night shift

Day shift

Night shift

(3)

(3)

(1)

(1)

In order to manage operational services, we have to select the workers that have good
communication skills, good public relation and are able to work under stress as they have to meet all
kinds of customers characters. This is important for us as our policy is to meet customers
satisfaction in our services. At the commencement, we have one supervisor, six waitresses, four
chefs and two cashiers.
We in the production management are always concern with customers satisfaction in terms of
services we have to offer. As production manager, I ensure that my workers abide all rules and
regulations that have been put in effect. This is to ensure that they will constantly produce services
as fast as we can, maintain their quality in order to satisfy customers as well as to discipline them in
their task.
Also in production management, quality of services is very important because we have to prepare all
the food and services for the customer. The manager must make proper selection of the workers on
the basis of loyalty, efficiency orientation, persistence and perseverance to our company.

Jobs Description

POSITION

SUPERVISOR

NO OF
STAFF

RESPONSIBILITY
Supervising staff in all aspects of restaurant
operations and service.

Ensure that orders are accurately prepare and

delivered timely according to company
standards.

Assist with department schedule and ordering

supplies.
Ensure that guest check are handled
accurately, efficiently and in compliance with
company policies and procedures.

WAITER AND WAITRESS

Take an order from a customer and transmit to

the kitchen staff.
Check with customers to ensure that they are
enjoying their meals and take action to correct
any problems.
Serve food and/or beverages to customers.
Removes dishes and glasses from tables or
counters and take to kitchen for cleaning
dishes at tables required.
Creating a different menu with different skills.

Chef

Food preparation.

Prepare a bill for customers.

Cashier

Received payment from customers.

SCHEDULE OF REMUNERATION.
NO

POSITION

NO OF
STAFF

SALARY/MONTH

EPF 12%

(RM)

(RM)

SOCSO
2%

TOTAL (RM)

(RM)
1

Supervisor

1100

132

22

1 254

Waiter/

800

96

16

912
(912x6 =
5 472 )

waitress

Chef

1000

120

20

1140
(1140x4=
4 560)

Cashier

800

96

16

912
(912x2=
1824)

TOTAL PER MONTH

13,110

MACHINES AND EQUIPMENT

LIST OF EQUIPMENT REQUIRES

LOCATION

LIST OF FOOD

OPERATION LAYOUT

MATERIAL PLANNING
In every business, it is important to determine the type and amount of raw materials need for the
production. Material planning involved four steps:
Identify and list down the raw materials required
Prepare the bill of material
Calculate the quantity of raw material required
Identify of suppliers of raw materials
LIST OF RAW MATERIAL EQUIPMENT PER DAY

LIST OF RAW MATERIAL EQUIPMENT PER MONTH

CAPACITY PLANNING
The capacity of any production operations refers to the amount of output that can be produced
within a specified time. Capacity is a method to calculate machinery and manpower requirements so
that production demand based on sales forecast can be met.

PRODUCTION SCHEDULE

OPERATION OVERHEAD

OPERATION BUDGET