Dissertation代写案例：Organization Study of Pizza Hut
Dissertation辅导范例-必胜客组织研究。本篇内容是本站提供的dissertation代写范文，该篇dissertation主要内容是讲述必胜客（Pizza Hut，股份有限公司）是一家美国连锁餐厅和国际特许经营店，提供不同风格的披萨和其他配菜，包括意大利面、水牛翼、面包条和大蒜面包。必胜客是百胜的子公司！Brands，股份有限公司（总部设在迪拜的母公司。他们为必胜客（白沙瓦）提供原材料和标准，如果必胜客不遵守他们的标准，他们有权关闭业务）。巴基斯坦必胜客在巴基斯坦各地有40家分店，总部分别位于拉合尔和卡拉奇。下面就一起来看一下这篇dissertation代写范文内容。
Pizza Hut (known as Pizza Hut, Inc.) is an American restaurant chain and international franchise that offers different styles of pizza with other side dishes including pasta, buffalo wings, breadsticks, and garlic bread. Pizza Hut is a subsidiary of Yum! Brands, Inc.( A parent body which has headquarter in Dubai. They provide raw materials and standard for Pizza Hut (Peshawar) to follow and they have a right to seal the business if Pizza Hut doesn’t follow their standard). Pizza Hut Pakistan has 40 outlets all over Pakistan and its headquarters are in Lahore and Karachi respectively.
必胜客（Pizza Hut，股份有限公司）是一家美国连锁餐厅和国际特许经营店，提供不同风格的披萨和其他配菜，包括意大利面、水牛翼、面包条和大蒜面包。必胜客是百胜的子公司！Brands，股份有限公司（总部设在迪拜的母公司。他们为必胜客（白沙瓦）提供原材料和标准，如果必胜客不遵守他们的标准，他们有权关闭业务）。巴基斯坦必胜客在巴基斯坦各地有40家分店，总部分别位于拉合尔和卡拉奇。
History:
Pizza Hut was founded in 1958 by brothers Dan and Frank Carney in their hometown of Wichita, Kansas. When a friend suggested opening a pizza parlor, they agreed that the idea could prove successful, and they borrowed $600 from their mother to start a business with partner John Bender. Renting a small building and purchasing secondhand equipment to make pizzas, the Carneys and Bender opened the first “Pizza Hut” restaurant; on opening night, they gave pizza away to encourage community interest. They chose the name “Pizza Hut” since the sign they purchased only had enough space for nine characters and spaces. Additional restaurants were opened, with the first franchise unit opening in 1959 in Topeka, Kansas. The original Pizza Hut building was later relocated to the Wichita State University campus.
(Reference- http://en.wikipedia.org/wiki/Pizza_Hut)
Products:
Chicken Wings — Rs. 120 for 6 Pieces, Rs 225 for 12 Pieces
Flaming Wings — Rs. 135 for 6 Pieces, Rs. 255 for 12 Pieces.
Pizza Hut Platter 2 — 365 Rs.
Bruschetta – 195 Rs.
Kebab Stuffers – 195 Rs. 4 Pieces
Pizza Hut Platter 1 – 365 Rs.
BBQ Chicken Spin Rolls – 195 Rs
Behari Chicken Spin Rolls – 195 Rs.
(Reference- http://www.pizzahut.net.pk/starters.html)
P1: Give a proper definition of Operations Management and discuss the salient features of the definition
Operations Management
“Operations Management is concerned with the production of goods and services. It deals with the management of resources (inputs: machines, raw materials, human skills, etc), and the distribution of finished goods and services (outputs) to the customers”.
There are two types of business Operations:
Manufacturing Companies
Services Companies
If a” company has the potential to produce tangible goods, it is referred to as manufacturing business companies” Manufacturing operations deal with goods/tangible products. Example industries: Agriculture, forestry and fishing, Mining, Construction, etc.
“The companies who do not produce tangible products are referred to as service business companies”. Some service operations deal with tangible outputs even though they do not manufacture a product: examples are distributors, mail service, library, etc. Other service operations deal with intangible products. These are pure service operations: examples are financial advice, counseling, etc
Operation manager is the integral part of the organization. He deals with employees directly; he shows the way work should be done in different departments of the organization. He supervises the progress and make sure that each task is completed on time. Operation managers every where are given the largest budget of the organization so that he can utilize them and produce results. He is responsible to arrange supplies of equipments, raw materials, labors etc needed to convert input in to outputs (products). Therefore, operations function plays a significant role in success of businesses
Key salient features of this definition are:
Products or services must be developed,
Materials must be purchased,
Facilities must be maintained,
Products or services must be distributed, and so on
Inputs Operations Function
Output Customers (Fig 1.0)
M1: In the context of selected business apply the operation management definition given in P1. Explain the salient feature you find in the business being studied?
During the interview the regional (Peshawar) manager of Pizza hut, told us that their headquarters are in Lahore and Karachi respectively, where their head operations department is situated. He said that they call their operation manager as a coaching master. According to him as Pizza Hut is a multinational company so it is bound to follow the international standard in Pakistan. The body that provides basic Pizza raw materials, policies and standard is Yum incorporation which is situated in Dubai.
According to him, their Coaching master is responsible to follow the Yum standard policies. He receives raw material through ship from Yum, Dubai and then he supplies them to their warehouse in Lahore. This Coaching master has very good relationship with his other branch managers. He make sure that the raw materials required to make pizza are delivered to Pizza hut regional branches in time because the basic rule of Yum is that daily some materials required should be utilized within 12 hours. The remaining materials should be disposed off. He has good relationship with K&N and Pepsi because they are needed for daily use and needed to be delivered to each branches. He has created a team culture for each branches of Pizza Hut and assigned a role of team leader to the respective manager of each branches. Then it’s the manager’s responsibility that how well he trains his supporting staff in order to achieve the operations objectives.
According to the manager of Pizza Hut Peshawar he has 60 supporting workers who work in two shifts. First shift from 9am to 5pm and second shift from 7pm to 3am. He weekly receives raw materials from their warehouse and from K&N. Then he monitors the kitchen work where the raw materials are converted in Pizzas and other dishes. Then he make sure his waiters politely receive the customers and with their orders and try to deliver them as soon as possible. They have also given the facility of take away where customers come and take item with them. And the manager is also responsible for the marketing strategy of the Pizza Hut marketing department to provide free delivery services till 20 km.
The points discussed above is relating to the salient features of operation management that is of Products or services must be developed, Materials must be purchased, Facilities must be maintained, Products or services must be distributed, and so on. In Pizza Hut operation manager provides materials and labors services, receive supplies from Yum and supply them to each branches, he is responsible to provide good environment for the customers and his workers and facilities to his customers. The products are then provided to the customers. So in general, in pizza hut operations department in Karachi is responsible for the success of Pizza Hut (Pakistan).
P2: How operation management interlinks with other function of given organization. (Finance, Marketing, Administration, Inventory Management etc)
Operations management needs to be well integrated with other parts of business. Operations management is one of 3 prime functions of Pizza Hut
Finance
Marketing
Operations
Works of 3 primary functions above overlaps each other and all 3 department work together to reach the overall objectives of Pizza Hut. As I said above that operations manager of Pizza Hut is responsible for the following:
He is responsible to receive the supplies of raw materials from Yum Dubai so he needs to have good relations with account department (Finance) because for importing Raw material from Yum. Inc he needs money which he can get from the finance departments of Pizza Hut in Karachi.
He is responsible to make sure that they keep following the standard policies of Yum Inc. In this situation he needs the help of the administration and the employees if the administration provides incentives to the employees they will be motivated and they will work for the success of Pizza Hut by following the roles of Yum.
One of the functions of operation manager is to train his current employees, compensate them. For compensating the employees he needs the help of the Finance department. For this purpose he has promoted team culture every one works together for the success.
For supply raw material to the regional branches from their warehouse the operation manager need the help of the stock management of the warehouse to supply the raw material through fast means of transport.
For attracting customers for dishes, the operations manager requires a good advertisement of the meals packages from Pizza Hut Marketing Department.
As we discussed above that operation management is the integral part of the organization and they are responsible for the success of the every organization but they can not achieve their objectives without the help of Marketing, Finance, Stock management departments of the organization. Therefore the operations management of Pizza Hut needs to have good relationship with their marketing, finance, stock departments and the employees of Pizza Hut in order to implement their practices effectively.
P3: Analyze the value chain and five performance objective on the given organization.
You should give a general description of the value chain and fiver performance objectives in your answer
Value Chain of Pizza Hut
Secondary
Activities
Profit
Margin
Margin
Primary Activities
Customer Care
Manager
Operation Department
Raw
Material
Weekly
Stock
Process
Cooking
9am-5pm
7pm-3am
Serving
Customers
Sales
Pizza Hut
Primary Activities are related to raw materials, weekly stock process, production by orders, and delivery/services and sales.
Raw Material: According to the manager of Pizza Hut Peshawar, he said that they receives their raw materials on weekly basis from their warehouse (Lahore). Firstly the raw materials of Pizzas comes to Karachi through ship from Yum incorporation (Dubai) then Karachi branch is responsible for delivering raw materials to Lahore warehouse and finally they send it to Peshawar branch while for soft drinks and chickens they have a contract with fresh vegetables suppliers, Pepsi and K&N respectively for delivering them fresh vegetables, soft drinks and chickens on daily basis.
历史
必胜客由丹和弗兰克·卡尼兄弟于1958年在他们的家乡堪萨斯州威奇托创立。当一位朋友建议开一家披萨店时，他们一致认为这个想法可能会成功，于是他们向母亲借了600美元，与合伙人约翰·本德一起创业。卡尼斯和本德夫妇租了一栋小楼，购买二手设备制作披萨，开设了第一家“必胜客”餐厅；开幕当晚，他们赠送了披萨以鼓励社区的兴趣。他们选择了“必胜客”这个名字，因为他们购买的招牌只有九个字符和空间。1959年，堪萨斯州托皮卡市开设了第一家特许经营餐厅。最初的必胜客大楼后来被搬迁到威奇托州立大学校园。
参考http://en.wikipedia.org/wiki/Pizza_Hut)
产品：
鸡翅——6块120卢比，12块225卢比
火焰之翼——6件135卢比，12件255卢比。
必胜客2号——365卢比。
Bruschetta–195卢比。
Kebab填充器-195卢比4件
必胜客1-365卢比。
烤鸡旋转卷-195卢比
Behari鸡肉旋转卷-195卢比。
参考http://www.pizzahut.net.pk/starters.html)
P1：给出运营管理的正确定义，并讨论该定义的显著特征
运营管理
“运营管理涉及商品和服务的生产。它涉及资源（投入：机器、原材料、人力技能等）的管理，以及向客户分配成品和服务（产出）”。
业务运营有两种类型：
制造公司
服务公司
如果一家“公司有潜力生产有形商品，则被称为制造业企业”，制造业务涉及商品/有形产品。示例行业：农业、林业和渔业、采矿、建筑等。
“不生产有形产品的公司被称为服务商业公司”。一些服务业务处理有形产出，即使它们不生产产品：例如分销商、邮件服务、图书馆等。其他服务业务处理无形产品。这些都是纯粹的服务操作：例如财务咨询、咨询等
运营经理是组织不可分割的组成部分。他直接与员工打交道；他展示了组织中不同部门的工作方式。他监督进度，确保每项任务按时完成。每个地方的运营经理都得到了组织最大的预算，这样他就可以利用这些预算并产生结果。他负责安排将投入转化为产出（产品）所需的设备、原材料、劳动力等的供应。因此，运营职能对企业的成功起着重要作用
该定义的主要显著特征是：
必须开发产品或服务，
必须购买材料，
必须维护设施，
必须分发产品或服务，等等
输入操作功能
输出客户（图1.0）
M1：在所选业务的上下文中，应用P1中给出的运营管理定义。解释你在所研究的业务中发现的显著特征？
在采访中，必胜客的地区（白沙瓦）经理告诉我们，他们的总部分别位于拉合尔和卡拉奇，他们的首席运营部就设在那里。他说，他们称运营经理为教练大师。据他介绍，必胜客是一家跨国公司，因此必然会在巴基斯坦遵循国际标准。提供基本披萨原料、政策和标准的机构是位于迪拜的百胜集团。
据他说，他们的教练负责遵循百胜的标准政策。他从迪拜百胜通过船运接收原材料，然后将其供应到拉合尔的仓库。这位教练大师与其他分公司经理的关系非常好。他确保制作披萨所需的原材料及时送达必胜客地区分店，因为百胜的基本规则是每天所需的一些材料应在12小时内使用完毕。剩下的材料应该处理掉。他与K＆N和百事可乐的关系很好，因为它们是日常使用所需的，需要运送到每个分支机构。他为必胜客的每个分店创建了团队文化，并为每个分店的经理分配了团队领导者的角色。然后是经理的责任，他如何良好地培训他的支持人员，以实现运营目标。
据白沙瓦必胜客的经理说，他有60名护工，两班倒。第一班从上午9点到下午5点，第二班从晚上7点到凌晨3点。他每周从他们的仓库和K＆N接收原材料。然后，他监督厨房工作，将原材料转化为披萨和其他菜肴。然后，他确保服务员礼貌地接待顾客和他们的订单，并尽量尽快送达。他们还提供了顾客来取东西的便利。经理还负责必胜客营销部的营销策略，提供免费送货服务至20公里。
上述几点与经营管理的显著特点有关，即必须开发产品或服务，必须购买材料，必须维护设施，必须分发产品或服务等。在必胜客，经营经理提供材料和劳务，从百胜那里接收物资并供应给各分公司，他有责任为客户提供良好的环境，为客户提供工人和设施。然后将产品提供给客户。所以总的来说，在卡拉奇的必胜客运营部门是必胜客（巴基斯坦）的成功负责人。
P2：运营管理如何与特定组织的其他职能相互联系。（财务、市场营销、行政、库存管理等）
运营管理需要与业务的其他部分很好地集成。运营管理是必胜客的三大主要职能之一
资金
营销
操作
上述三个主要职能的工作相互重叠，三个部门共同努力，以实现必胜客的总体目标。正如我上面所说，必胜客的运营经理负责以下工作：
他负责从百胜迪拜接收原材料供应，因此他需要与会计部门（财务）保持良好关系，因为从百胜进口原材料。他需要钱，可以从卡拉奇必胜客的财务部门得到。
他有责任确保他们继续遵守百胜股份有限公司的标准政策。在这种情况下，如果政府向员工提供激励措施，他需要政府和员工的帮助，他们将受到激励，他们将通过扮演百胜的角色为必胜客的成功而努力。
运营经理的职责之一是对现有员工进行培训和补偿。为了补偿员工，他需要财务部门的帮助。为此，他提倡团队文化，每个人都为了成功而共同努力。
对于从仓库向区域分支机构供应原材料，运营经理需要仓库库存管理的帮助，通过快速运输方式供应原材料。
为了吸引顾客购买菜肴，运营经理要求必胜客营销部做好套餐广告。
正如我们上面所讨论的，运营管理是组织不可分割的一部分，他们对每个组织的成功负责，但如果没有组织的营销、财务、库存管理部门的帮助，他们就无法实现自己的目标。因此，必胜客的运营管理需要与营销、财务、库存部门以及必胜客员工建立良好的关系，才能有效地实施他们的做法。
P3：分析给定组织的价值链和五个绩效目标。
你应该在回答中对价值链和五个绩效目标进行一般性描述
必胜客的价值链
次要的
活动
利润
边缘
边缘
主要活动
客户关怀
经理
运营部
未经加工的
布料
每周的
股票
过程
烹饪
上午9点至下午5点
晚上7点至凌晨3点
服务
客户
销售额
必胜客
主要活动与原材料、每周库存流程、订单生产以及交付/服务和销售有关。
原材料：据白沙瓦必胜客的经理说，他们每周都会从仓库（拉合尔）收到原材料。首先，披萨的原材料从百胜公司（迪拜）通过船运到达卡拉奇，然后卡拉奇分公司负责将原材料运送到拉合尔仓库，最后他们将其送往白沙瓦分公司，而软饮料和鸡肉，他们分别与新鲜蔬菜供应商百事可乐和K＆N签订了合同，每天运送新鲜蔬菜、软饮料和鸡。
Weekly Stock Process: Pizza Hut has got freezers for keeping the stock on weekly basis because their warehouses are at Lahore and Karachi so it’s hard for them to order raw materials on daily basis while other things like fresh vegetables, Pepsi and chickens are being ordered on daily basis because they want to utilize fresh chickens, vegetables and so on. And they are buying Masala for a week, because Masala is something which can’t get ruin so that’s why they buy it for a week.
Cooking/Operation: According to the manager of Pizza Hut Peshawar, currently he has got 60 supporting workers who work in two shifts. First shift from 9am to 5pm and second shift from 7pm to 3am so for running pizza hut, they have divided their staff in different categories like there are some waiters who gets an order at hall and some of the waiters are responsible to take orders at take away and receptionist takes an order through telephone calls, so they gives order to operation department through Computer Network and the order passes to Order Filler then he pass the order to Order Checker and he is passing it to the Cook. When the given ordered gets ready then Cook gives the given ordered Pizzas and etc to Order Filler and he is gives it to Waiter for serving the customer and this whole process takes only 15 minutes.
Serving Customers: Pizza Hut has different types of waiters which are as follows:
Take Away: They take orders from customers and passing the order to operation department through Order Filler and Order Checker respectively after that when the given order gets ready then Order Filler is responsible to deliver the item to take away, for serving those customers who wants to take Pizzas with themselves.
Waiters: Pizza Hut’s waiters take an order and passes it to order filler for delivering Pizzas to customers
Sales: – There main focus is providing best quality foods within few minutes of given orders to deliver Pizzas in 15 minutes so their fast services along with best quality of Pizzas are generating customer satisfaction which leads towards high profit.
Support Activities provides purchased raw materials, and human resources to support the primary activities.
Manager: He is the responsible person for providing raw materials from their warehouse (Lahore) on weekly basis and soft drinks, chickens and fresh vegetables are being ordered to their contractor on daily basis and he is keep hanging under the roof of Pizza Hut all around in order to generate profits.
Customer Care (Take Away, Waiters, Supplier (Free Home Delivery), Finance Manager and Guards)
They are contributing at different levels for increasing the sales which are the following:
Take Away: They take orders from customers and passing the order to Operation Department for serving that customer who wants to buy Pizzas on the spot due to which their sale increases.
Waiters: – At Pizza Hut there are some waiters which work inside the organization and they are responsible to take orders from the customers.
Supplier (Free Home Delivery): They are only responsible for delivering Pizzas in order to generate revenue from those customers who gives an order of Pizzas delivery.
Finance Manager: In order to keep the record of budget manager himself and a subordinate is holding the responsibility of payment procedures that they have a better financial management.
Operation Department (Cooks and Bakers): They are responsible for the process of cooking best quality Pizzas.
Five Performance Objectives
Quality: Pizza Hut is known by their best of quality pizza in Peshawar. They are buying raw materials from Yum (Dubai), staffs are well-trained and they are using latest equipments which are helping them to serve the customers with best pizzas.
Speed: Pizza Hut is delivering pizzas to their customers within 15 minutes. It shows that how much they are efficient in the process of baking pizza with the help of trained staffs and latest technologies.
Dependability: As earlier we have discussed that their raw materials are coming from Lahore (warehouses) in order to provide best quality of pizzas but ordering raw materials can make them in trouble because sometimes uncertainty can occur now a days in Peshawar and around Pakistan while if we talk about customers they are more depended on them, as they get orders then they have to deliver the pizzas on time and they are really efficient in delivering pizzas because it takes only 15 minutes right after order.
Flexibility: It tends to be effective with the changes of customers taste, design and so on. Pizza Hut’s major specialty is in Pizza but moreover they have introduced different meals along with pizza and they are offering pizzas in different sizes and packages for their customers which show that they are really trying to satisfy their customers.
Cost: Pizza Hut is charging high prizes of their pizzas due to their expensive raw materials, professional staff, monopoly in the market of Pizza at Peshawar, so if they try to have a warehouse here in Peshawar then it will bring changes in their activities like they will not face the problem of raw materials delivery even if any uncertainty happens.
M2: Discuss different environmental auditing techniques and how these techniques affecting operation management of given organization.
Environmental Auditing Techniques
Volume
Volume refers to the number of times that an operation has to deliver a service of product. An operation dealing with high volume should be designed to process the demands placed upon it more speedily than the operation meeting lower volume.
(2nd Edition, Operations Management in Context by Frank Rowbotham)
According to the Manager of Pizza Hut Peshawar, He is the responsible person to check each and everything on daily basis. He is providing raw materials for production department (kitchen) and he is always trying to keep an eye over front desk, hall, waiters, suppliers and distributors (those who do free home delivery). All these works are done by the manager on daily basis and regularly with intend of satisfying customers by delivering their meal orders speedily, in order to provide quick service to them.
Variation
It describes the patterns of volume demands. If there are many peaks and troughs in demand the situation is said to be one of high variation. The challenge in this case is to design an operation that can provide the correct level of capacity to meet this pattern. Carrying extra capacity in the times of low demand is inherently expensive, involving under-utilization of key resources such as staff, technology and facilities.
(2nd Edition, Operations Management in Context by Frank Rowbotham)
Changing their work processes and work designs according to change in the taste of customers is a big challenge for Pizza Hut. In the world today customers want changes and want to taste different products and food items. Pizza Hut is specialized in Providing quality pizzas but now in Peshawar new restaurants are opening offering new tastes and dishes which are giving tough time to Pizza Hut and their sales have been affected by it tremendously, keeping in view these environmental affecting factors Pizza Hut has now introduced new items in their meals and are committed to introduce new dishes. They have invested a lot on new technological kitchen equipments in order to compete with competitor and maintain their standards.
Variety
Variety is the term applied to the number of different types of services or products demanded. High variety environments require different services or products on a frequent basis, whereas low variety demands look for the same output most of the time. An operation facing high variety has to be designed to provide appropriate level of flexibility. This flexibility will be usually expensive compared to the costs of operation designed to cope with low variety.
(2nd Edition, Operations Management in Context by Frank Rowbotham)
As we have discussed above that people want change in whatever they do or would like to have and as far as pizza Hut is concern it is specialized in pizza coping with high demand is very difficult task for the operation manager of Pizza Hut in Karachi because previously he was providing raw materials for producing Pizzas in each branches of Pizza Hut now with change in demand they will have to introduce new dishes in their menu for that purpose he needs to arrange raw materials, cooks in each branches for these new dishes. Providing quick service to the customer is very important aspect of operation manager so he needs to train his staff to deliver orders on time effectively. Coping with high variety is a more challenging managerial task than dealing with low variety.
Customer Contact
The customer contact dimension is concerned with how much time the personnel of operation have to spend with their customers. Customers are independent of the operation unlike its staff. The more those customers involved, the greater is challenge to the planning and control of operation manager.
(2nd Edition, Operations Management in Context by Frank Rowbotham)
The manager who is responsible to control the operations of the Pizza Hut Peshawar branch deals with customers regularly on daily basis. He makes sure that customers are treated fairly in with a fair environment otherwise, customers can be disappointed and they would not want to visit them again which can affect the business. He is always involve with customers and try to deliver their orders quickly. When customers come and while going the manager says welcome and bye from the front desk. In order to satisfy their customers the manager of Pizza Hut spend a lot of time with his supporting staff making sure that every work has to be done on time in order to satisfy their customers.
每周库存流程：必胜客每周都有冷冻柜来储存库存，因为他们的仓库位于拉合尔和卡拉奇，所以他们很难每天订购原材料，而其他东西，如新鲜蔬菜、百事可乐和鸡肉，因为他们想利用新鲜的鸡、蔬菜等，所以每天都在订购。他们购买Masala一周，因为Masala是一种不会被破坏的东西，所以他们购买了一周。
烹饪/运营：据白沙瓦必胜客经理介绍，目前他有60名护工，两班倒。第一班从上午9点到下午5点，第二班从晚上7点到凌晨3点，所以为了经营披萨屋，他们将员工分为不同的类别，比如有些服务员在大厅接单，有些服务员负责在外卖处接单，接待员通过电话接单，所以他们通过计算机网络将订单下达给运营部门，然后订单传递给订单填充人，然后他将订单交给订单检查器，然后他再将订单传递给厨师。当指定的订单准备好后，库克将指定的披萨等交给订单填充人，然后交给服务员为顾客服务，整个过程只需15分钟。
为顾客服务：必胜客有不同类型的服务员，如下所示：
外卖：他们接受客户的订单，并分别通过订单填充器和订单检查器将订单传递给运营部门，然后当给定的订单准备好后，订单填充器负责交付要带走的物品，为那些想自己带披萨的客户服务。
服务员：必胜客的服务员接受订单并将其交给订单填充器，以便将披萨送到顾客手中
销售：–我们的主要重点是在接到订单后几分钟内提供最优质的食品，在15分钟内提供披萨，因此他们的快速服务和最优质的披萨正在产生客户满意度，从而实现高利润。
支持活动提供购买的原材料和人力资源来支持主要活动。
经理：他是负责每周从他们的仓库（拉合尔）提供原材料的人，每天都会向承包商订购软饮料、鸡肉和新鲜蔬菜，他一直在必胜客的屋顶下工作，以赚取利润。
客户服务（外卖、服务员、供应商（免费送货上门）、财务经理和警卫）
他们在不同层面上为增加销售额做出了贡献，具体如下：
外卖：他们接受客户的订单，并将订单传递给运营部，为想当场购买披萨的客户提供服务，从而增加了他们的销售额。
服务员：在必胜客，有一些服务员在组织内部工作，他们负责接受顾客的订单。
供应商（免费送货上门）：他们只负责交付披萨，以便从订购披萨的客户那里获得收入。
财务经理：为了记录预算经理本人和下属的付款程序，他们有更好的财务管理。
运营部（厨师和面包师）：他们负责烹饪最优质披萨的过程。
五个绩效目标
质量：必胜客在白沙瓦以其最优质的披萨而闻名。他们从百胜（迪拜）购买原材料，员工训练有素，他们使用最新的设备，帮助他们为客户提供最好的披萨。
速度：必胜客在15分钟内将披萨送到顾客手中。这表明，在训练有素的员工和最新技术的帮助下，他们在烤披萨的过程中有多高效。
可靠性：如前所述，他们的原材料来自拉合尔（仓库），以提供最佳质量的披萨，但订购原材料可能会给他们带来麻烦，因为有时不确定性会在白沙瓦和巴基斯坦各地每天都会发生，而如果我们谈论客户，他们更依赖他们，当他们收到订单时，他们必须按时交付披萨，而且他们在交付披萨方面非常高效，因为订购后只需15分钟。
灵活性：随着顾客口味、设计等的变化，它往往是有效的。必胜客的主要特色是披萨，但此外，他们推出了不同的餐点和披萨，并为顾客提供不同尺寸和包装的披萨，这表明他们真的在努力满足顾客。
成本：必胜客对他们的披萨收取高额奖金，因为他们昂贵的原材料、专业的员工、白沙瓦披萨市场的垄断，所以如果他们试图在白沙瓦建立一个仓库，那么这将给他们的活动带来变化，即使发生任何不确定性，他们也不会面临原材料交付的问题。
M2：讨论不同的环境审计技术，以及这些技术如何影响特定组织的运营管理。
环境审计技术
体积
数量是指一个运营商必须提供产品服务的次数。处理高容量的操作应设计为比处理低容量的操作更快地处理对其提出的需求。
（第2版，Frank Rowbotham的《上下文中的运营管理》）
据白沙瓦必胜客经理介绍，他是每天检查每一件事情的负责人。他为生产部门（厨房）提供原材料，他总是努力关注前台、大厅、服务员、供应商和经销商（那些免费送货上门的人）。所有这些工作都是由经理每天定期完成的，目的是通过快速送餐来满足客户的需求，从而为他们提供快速服务。
变异
它描述了批量需求的模式。如果需求有很多波峰和波谷，那么情况就被认为是高度变化的情况之一。这种情况下的挑战是设计一种能够提供正确容量水平以满足这种模式的操作。在需求较低的时候承载额外的容量本身就很昂贵，这涉及到人员、技术和设施等关键资源的利用不足。
（第2版，Frank Rowbotham的《上下文中的运营管理》）
根据顾客口味的变化改变他们的工作流程和工作设计对必胜客来说是一个巨大的挑战。在当今世界，顾客想要改变，想要品尝不同的产品和食物。必胜客专门提供高质量的披萨，但现在在白沙瓦，新的餐厅正在开业，提供新的口味和菜肴，这给必胜客带来了困难，他们的销售额受到了巨大的影响，考虑到这些环境影响因素，必胜客现在在他们的餐食中引入了新的项目，并致力于引入新的菜肴。为了与竞争对手竞争并保持其标准，他们在新技术厨房设备上投入了大量资金。
不同种类
多样性是指所需的不同类型服务或产品的数量。高多样性的环境经常需要不同的服务或产品，而低多样性的需求在大多数时候都寻求相同的输出。面对高多样性的操作必须被设计为提供适当水平的灵活性。与为应对低变化而设计的操作成本相比，这种灵活性通常是昂贵的。
（第2版，Frank Rowbotham的《上下文中的运营管理》）
正如我们上面所讨论的，人们希望改变他们所做或想要的任何事情，就必胜客而言，它是专门生产披萨的，以应对高需求对卡拉奇必胜客的运营经理来说是一项非常困难的任务，因为以前他在必胜客的每个分店提供生产披萨的原材料，现在随着需求的变化，他们将不得不在菜单中引入新的菜肴，为此，他需要安排原材料，在每个分店烹饪这些新菜肴。为客户提供快速服务是运营经理的一个非常重要的方面，因此他需要培训员工及时有效地交付订单。与应对低多样性相比，应对高多样性是一项更具挑战性的管理任务。
客户联系人
客户接触维度与运营人员与客户相处的时间有关。与员工不同，客户独立于运营。参与的客户越多，对运营经理的规划和控制就越大。
（第2版，Frank Rowbotham的《上下文中的运营管理》）
负责控制必胜客白沙瓦分店运营的经理每天定期与顾客打交道。他确保在公平的环境中公平对待客户，否则，客户可能会失望，他们不想再去拜访他们，这可能会影响业务。他总是与客户打交道，并努力快速交付他们的订单。当顾客来来往往时，经理在前台说欢迎和再见。为了让顾客满意，必胜客的经理花了很多时间和他的支持人员在一起，确保每一项工作都必须按时完成，才能让顾客满意。
D1: Recommend how the studied organization can improve its operation performance on the basis of environmental analysis
Pizza Hut has to bring the changes in pizza size, because Pakistani people always prefer and go with a big pizza
Pizza Hut has to launch the concept of “Eat as much as you can” in specific period of time. Obviously, the volume of their customer will be increase, as result they will earn more profit.
The Peshawar Pizza Hut has to provide the facilities of parking area for the families. The parking area should provide specious
And another problem is in their call centre for order; because their call system is centralized from Karachi. For example if a Peshawar customer call for order ,its call will be connected with Karachi branch and how the Karachi center know about the terrific of Peshawar as result the delivery probably takes much time around 55 minutes and the customer feel unsatisfied. They have to change the centralized call system to local system
And there is No information of local delivery system in their website
The location of Peshawar Pizza Hut is not best from business point of view because it residential area and another point is , as it is far away from Hayatabad and University Town that is their center of attraction as discussed earlier. So the location they are having has both plus and weak points for them as well.
The Peshawar Pizza Hut looks very nice from outside (Facade) but they don’t take care of cleanliness inside of restaurant which will be having direct impact on customer health. They have to be very careful about cleanliness
Overall Pizza Hut should widen their product line by bringing in more items in their menus, e.g. more deserts, which are affordable, and appetizers etc. increasing the serving size especially in the case of salads can become a motivating factor for Pizza Hut. They should delete or omit items which are not in use or not preferred by the consumers such as the thin crust pizza
During Ramadan many people face along lines and are unable to utilize the Ramadan deal. For this Pizza Hut should have one more outlet in a locality.
The Pizza Hut should used the odd number technique i.e. rather than saying a big pizza Rs.900 they should use or say Rs899. This makes the customer think that they are getting a good bargaining
In Peshawar the Pizza Hut should open another outlet in the area of Hayatabad, because the people of Hayatabad are very interested with Pizza Hut’s pizza, but due to their far location, people mostly prefer to go to CHIEF BURGER.
Pizza Hut has re-generated its menu and should keep in mind in doing it again and again. They offered new products and should generate and promote their other items such as pastas and spaghettis. Many consumers have complained that Pizza Hut should become a total restaurant that is they should offer different type of desserts at affordable prices. The dessert offered at the moment are either too expensive or are not worth it.
A small decrease in the prices of products can attract prospect customers. The reduction can be covered by the increase in the prices of Drinks, as consumers do not look at the price of sodas when ordering it.
D1：建议被研究组织如何在环境分析的基础上提高其运营绩效
必胜客必须改变披萨的大小，因为巴基斯坦人总是喜欢吃大披萨
必胜客必须在特定的时间段内推出“尽可能多地吃”的概念。显然，他们的客户数量会增加，因此他们会获得更多的利润。
白沙瓦必胜客必须为这些家庭提供停车区的设施。停车场应该提供似是而非的
另一个问题是他们的呼叫中心秩序问题；因为他们的呼叫系统集中在卡拉奇。例如，如果白沙瓦的客户打电话订购，其电话将与卡拉奇分行联系，以及卡拉奇中心如何了解白沙瓦的精彩之处，因此交付可能需要大约55分钟的时间，客户会感到不满意。他们必须将集中呼叫系统改为本地系统
他们的网站上没有本地配送系统的信息
从商业角度来看，白沙瓦必胜客的位置并不是最好的，因为它是住宅区，另一点是，正如前面所讨论的，它远离哈亚塔巴德和大学城，这是他们的吸引力中心。因此，他们所处的位置对他们来说既有优点，也有缺点。
白沙瓦必胜客从外面（外立面）看很不错，但他们不注意餐厅内部的清洁，这将直接影响顾客的健康。他们必须非常小心清洁
总体而言，必胜客应通过在菜单中增加更多项目来扩大其产品线，例如更多价格合理的沙漠和开胃菜等。增加服务量，尤其是在沙拉的情况下，可能会成为必胜客的一个激励因素。他们应该删除或省略未使用或消费者不喜欢的项目，如薄皮披萨
在斋月期间，许多人面临着排队等候的问题，无法利用斋月协议。对于这家必胜客来说，应该在一个地方多开一家分店。
必胜客应该使用奇数技术，即与其说一个大披萨900卢比，不如说他们应该使用或说99卢比。这让客户认为他们得到了很好的讨价还价
在白沙瓦，必胜客应该在哈亚塔巴德地区开设另一家分店，因为哈亚塔德的人们对必胜客的披萨非常感兴趣，但由于位置遥远，人们大多更喜欢去CHIEF BURGER。
必胜客重新制作了菜单，应该记住一遍又一遍。他们提供新产品，应该生产和推广其他产品，如意大利面和意大利面。许多消费者抱怨必胜客应该成为一家全面的餐厅，也就是说，他们应该以实惠的价格提供不同类型的甜点。目前提供的甜点要么太贵，要么不值得。
产品价格的小幅下降可以吸引潜在客户。饮料价格的上涨可以弥补这一下降，因为消费者在订购汽水时不会看汽水的价格。
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