Project IM (Group 7)

INDUSTRIAL MANAGEMENT
BWB21002
Section 1

SEMESTER 1 SESI 2020/2021

GROUP PROJECT (Group 7)

LECTURER NAME: TS. DR. SULIADI FIRDAUS BIN SUFAHANI

GROUP MEMBERS: NO. MATRIC
AW190173
NAME AW190143
1. LIM SHU MIN AW190172
2. ONG MEI LI AW190153
3. VUI JINN KANG AW190068
4. KEAH YI TAT AW190134
5. NUR AISYA KHADIJA BINTI YAHAYA
6. NURDAHIYAH AMIRAH BINTI HASZARY

CONTENT Content Pages
1
No 2
1. Introduction 2-3
2. Objectives 4
3. Literature review 5-6
4. Methodology
5. Discussion 7-11
6. Result 12
7. Conclusion 13-17
8. Appendix 18
9. Reference

Introduction

This project is conducted to research the unbalanced management of JOM MAKAN
restaurant. JOM MAKAN restaurant is located at Pulau Sebang, Melaka. Business established
since February 2020. Business hours for this restaurant are daily 4pm to 12am and they have a
rest day on Sunday. The only promoted way of JOM MAKAN restaurant is through their
Facebook page. Although there are two similar business competitors, the daily income of JOM
MAKAN restaurant can exceed MYR1K for the weekend and around MYR1K for weekdays.

The vision of JOM MAKAN restaurant is to help the restaurant to build a more
professional management and a better future and become the region’s top restaurant that
everyone likes to visit and good comments after visit. The mission is to create delicious food
with better quality, provide better service for the customers while providing customers with
affordable prices.

Management is very important for all organizations including JOM MAKAN restaurant.
Good management will help an enterprise to lead the way to success. Management is a universal
phenomenon. It is a very popular and widely used term. All organizations such as business,
political, cultural and social are involved in management because it is the management which
helps and directs the various efforts towards a definite purpose. In simpler form management is a
process of achieving desired results through efficient utilization of human and natural resources.
According To Harold Koontz, “Management is an art of getting things done through and with the
people in formally organized groups. It is an art of creating an environment in which people can
perform and individuals can cooperate towards attainment of group goals”.

Researchers want to investigate the management structure and management efficiency of
JOM MAKAN restaurant. Therefore, researchers can know how JOM MAKAN’s restaurant
manage to give the best services and foods to their customers. Besides that, researchers want to
investigate the strategy used in monitoring, controlling and planning in order to achieve success
in management and also overcome any difficulties. Thus, researchers can also know how JOM
MAKAN restaurant keep developing by using a good management system.

1

Objectives

i) To identify the management structure and management efficiency of the restaurant.

ii) To investigate the strategy used in monitoring, controlling and planning in order to
achieve success in management.

iii) To determine all the possible issues and try to suggest some improvements to the
restaurant/organization.

Literature Review

From the research (Improving the Service Operations of Fast-food Restaurants) by Agnes
Kanyan, Lizsberth Ngana and Boo HoVoon (2016), the result shows that the causes and
problems faced by the selected restaurant and the provided suggestions on how to improve the
slow customer service based on the numerous domains of operations management. Slow
customer service has been identified as the main problem. The causes of this problem were
identified and classified into five categories which involved facilities, social media platforms,
human resources, people feedback and imbalance manpower. This research also offered ways to
improve its operational performance and overcome the problem of poor service operations. The
alternatives offered include Quality Function Development, Total Quality Management (TQM),
process focus which uses service blueprint to strengthen the interaction between customers and
the restaurant, layout, human resource management, practice of good supply chain management,
and maintenance to get the most benefits and trouble-free services out of the restaurant
equipment by performing regular maintenance.

In the research (The Effect of Service and Food Quality on Customer Satisfaction and
Hence Customer Retention) by Ahmad Adnan Al-Tit (2015) which is to investigate the
relationships between service quality, food quality, customer satisfaction and customer retention
in limited-service restaurants, the result of this research shows that both service and food quality
would have a positive influence on customer satisfaction, which in turn would positively affect
customer retention. In addition, the study proposed that customer satisfaction would mediate the
relationship between service quality and customer retention. The small size of the sample is the

2

main limitation of this study. The practical implications of this study are founded on the fact that
limited-service restaurants in the neighbourhood of universities should realize the critical role of
service and food quality in satisfying their customers as an antecedent of their retention. This
study is original as it examines the relationships between service and food quality and customer
satisfaction and retention in a specific type of restaurants in Jordan.

From the research (Global Journal of Management and Business Research: A
Administration and Management) by Mashal Ahmed & Saima Shafiq (2014), the result shows
that Hofstede cultural dimensions affect the organizational performance in telecom companies.
There are several factors which influence the organizational performance, but this research
considers Hofstede culture dimensions only. Organizational culture plays an important role in
achieving the organizational objective. Results show that there is high uncertainty avoidance in
the organization, higher the uncertainty avoidance better will be organizational performance.
Results also indicate that there is a difference between the power of the owner of a restaurant and
the employees. When there is a power distance employee seeks their problem solved by the
management. In this situation employees respect their supervisors by enhancing the performance
in return.

In the study (The impact of organizational culture on organizational performance: The
mediating role of employee’s organizational commitment), the authors, Amin Nikpour (2017)
said that the relationships among the variables of organizational culture, employee’s
organizational commitment, and organizational performance were explained theoretically and
then they were examined. In fact, the objective of the present study was to identify the
management structure and management efficiency of the restaurant, investigate the strategy used
in monitoring, controlling and planning in order to achieve success in management and also
determine all the possible issues and try to suggest some improvements to the restaurant or
organization. The results indicated that the organizational culture not only has a direct positive
impact on organizational performance, but also indirectly affects organizational performance
using employee’s organizational commitment and the indirect impact is more than the direct
impact.

3

Methodology

Researcher’s research is about the management of the JOM MAKAN Restaurant at Pulau
Sebang, Melaka, Malaysia. First, one of the researchers went to the Pulau Sebang, Melaka, to
find a restaurant. Then, researchers found a restaurant that is JOM MAKAN Restaurant and
talked with the owner of the restaurant. At the same time, researchers also confirmed the date of
visit.

After that, researchers did some internet research before going to visit the restaurant.
Internet research is the practice of using internet information, especially free information on the
World Wide Web, or Internet-based resources in research. Researchers searched the official page
at Facebook. Thus, researchers could know more about the background, dishes of the restaurant.
At the same time, researchers will be inspired to create more ideas about the interviewer's
questions. Researchers also referred to the lecturer’s notes so that researchers will have clear
ideas about the project.

As mentioned above, researchers also used interview technique in the project.
Researchers prepared the script of interview questions before going to visit. An interview is a
conversation where questions are asked and answers are given. The purpose of the interview is to
let the researchers have more knowledge and information about the restaurant.

Researcher has made sure all the preparations did not have any problems. Later,
researchers asked the owner of the restaurant about the interviewer's questions. Before asking the
questions, researchers let the owner of the restaurant view the questions so that the owner of the
restaurant will have a concept to answer our questions. All the important points have been
recorded during the interview. After that, the owner of the restaurant brought the researcher to
visit the environment of the restaurant.

Lastly, researchers analysed all the information about the management of the restaurant.
Researchers summarized the strong and weaknesses of the management of the restaurant. All the
important points will be as the guideline of the project. After visiting, researchers also did a short
meeting to distribute the work so that they could complete the report as soon as possible.

4

Discussion

A team leader is named to take direct care of the crisis and enable the workers to function
as a single unit. The first step is to understand the main areas of concern during emergency
situations. The workers then focus on the different challenges and vulnerabilities that have
contributed to workplace emergencies. The staff members need to consider that things have gone
wrong and how existing practices should be changed and improved for the restaurant to operate
smoothly. Prioritizing the problems is critical. Rank the issues due to their effect on both the
workers and the restaurant. Know which issues need to be fixed urgently and which can all be
tackled a little later.

JOM MAKAN’s owner said that she will take some time to discover the solution for the
crisis that occurs. Thus, this method can avoid any words that can make her workers feel
offended. Then, she would meet on a single board with the majority of the staff, address
prevailing challenges, take each other's advice and reach appropriate proposals for everyone. The
workers team's key task is to keep in touch with both external customers and the public. Critical
issues must be managed well by the staff. Establish alternate solutions and preparations for
difficult times. Until finalizing the schedule, double check the details. Implement the
preparations for consequences quickly, from time to time and proper reviews must be obtained.
The Crisis Management Team encourages the restaurant to take the right action at the right time
to help the restaurant solve critical circumstances.

A series of unwanted occurrences leading to workplace instability is considered a crisis.
The crisis leads to significant workplace disruptions and causes discontent among workers.
During a disaster, workers do not lose faith. With bravery, determination and a smile, it is
necessary for them to face imminent threats. Let’s go through different ways of resolving
challenges. Firstly, in the workplace, stop needless disputes and misunderstandings. The JOM
MAKAN’s owner treats her fellow staff as her extended family members. She said that if there is
no worker then there is no title of owner of a restaurant. She also feels grateful to have behaved
and understanding workers. That is the biggest reason why Puan Melur supports each other
where it is necessary for example when one of her workers has an emergency, she would put

5

herself in the kitchen helping her fellow staff. This method did not make her employees stubborn
or disrespect her since Puan Melur showed the true leadership role.

Next, in order to resolve crises in the organization, good contact is necessary. Knowledge
must circulate in the ideal form through all divisions. Employees must be mindful of what is
going on around them. In order to address crucial challenges and follow their suggestions,
employees should have convenient access to their owner of a restaurant. During sensitive
situations, the owner of a restaurant must approach workers in an open environment. In this
research, we discovered that Puan Melur has an address that every department must inform her
about the stock. For example, in the satay section, the workers must update all the stock of goods
every day before the closing time. This will help for tomorrow’s opening.

In addition, recognizing the hard work of employers motivates them to do well at all
times. Each worker needs to earn his/her due credit. Employees must keep away from games of
guilt and personal issues. These practices are perceived to be extremely unproductive and
decrease workers' productivity and self-confidence. Puan Melur had declared that she will put
some extra salary for all her workers if the sales that day reach their target. This shows that she
really appreciates all of her workers by giving them a bonus. Since they didn’t have any events to
reward her employees, then this is the only way she shows the overwhelmed feeling.

In a nutshell, as one leadership review concluded, "Leadership is management." "It is
always necessary to be genuine, to interact with others, to promote inclusiveness, networking,
and all the interpersonal skills that build relationships and trust." However, the execution of
those skills is different, and leaders must learn to implement those skills deliberately and
intentionally. Scattered workforces need an awareness of community, an attempt to involve all
participants, and leadership emphasis on reinforcing priorities, celebrating wins and ensuring a
commitment to the organization's mission. Leaders assume positions and manage challenges so
that their workers can work with as few interruptions as possible at the maximum possible pace.
Every day in every fast-paced world, contemporary leaders face new tasks and challenges. When
new situations present themselves, true leaders will begin to arise.

6

Result

Based on the interview that has been conducted, researcher found out a few main crisis JOM
MAKAN restaurant which is:

i) Facilities
ii) Social media platforms
iii) Human Resources
iv) People feedback
v) Imbalance manpower

Causes of problems

First and foremost, JOM MAKAN restaurant has a shortage of equipment and facilities.
One of the basic foundations of a good food and beverage is well-maintained facilities meaning
to smooth the operations and deliver a positive experience to the customer. The operation
stumbled on huge liabilities as the restaurant does not have an automated billing system for cash
flow. The cashier needs to manually calculate the price for each food and account balancing. It
has been a huge concern on limited hardware and kitchenware resources as the customer
complains about not having enough seats and the slow services. Customers appear to be more
disappointed with having to wait for service until (Maister, 1985). Initial waiting time is a critical
factor which decides the waiting behaviour of clients. If they see long waiting queues, consumers
may balk upon their arrival, or may leave while they wait if they are not seated on or near the
time anticipated.

Facebook is all about connecting with people. Anyone and everyone is now using it to
share their daily updates and news. All businesses are actively using it to market their business
and attract more customers. For some, it is working well, and for some, it is not but how do you
know what works. The key to using Facebook marketing for restaurants does not mean just
having a Facebook page; it is more about what and when you update to attract more attention.
Although the restaurant has created a Facebook page, they did not keep updating the signature
dish and the menu of the JOM MAKAN restaurant in the Facebook page. This can't attract the
attention of new customers.

7

In addition, Employees Provident Fund (EPF), Social Security Organization (SOSCO)
insurances and incentives are not provided to the Jom Makan`s employees, and this is the main
reason why Jom Makan restaurants are unable to keep permanent employees. EPF is very
important to provide financial security to employees, while SOSCO provides protection in terms
of medical and cash benefits, which include work related injuries, illness and disabilities,
accidents and death at the workplace. Therefore, the employees are willing to change to another
job that will provide EPF and SOSCO. Besides that, there are no incentives or rewards for
employees, this may lead to no motivation for work and may make the employees feel that their
efforts are not appreciated because their salary will always be the same no matter how good their
performance is.

Furthermore, Jom Makan’s workers are not alert of their jobs. Sometimes, the workers
play on their phone until they forget to entertain customers. The reason why workers have this
attitude may be because they are only doing part-time jobs. Customers have to wait for them to
take the orders by manually or clean up the table. The workers need to know that the waiting
time for food is a crucial factor for customers’ satisfaction and complaint (Shimmura, 2012).
Waiters sometimes forget to order food from customers who have decided to dine because they
are too busy to handle all the work. This is the main reason why customers complain that they
enter the restaurant earlier than other customers, but do not eat earlier than others. Workers are
sometimes in a bad mood so they did not put on a friendly smile when taking the order from
customers and this gave a bad impression to the restaurant. Workers lack moral encouragement
and managerial training, so they lack the knowledge to serve customers as well as they can. The
owner of a restaurant did not give enough advice or critics to the employees because they were
part-timers, so it was difficult for the owner of a restaurant to train them. The attitudes of the
customers also contributed to the slow service of a restaurant as some of them have bad temper
and are impatient.

In an unbalanced team there is also an extra issue to deal with because team members
have similar preferences, group think becomes more likely and the other parts of the Wheel tend
to be ignored. One of the reasons might be the owner of a restaurant or the management officer
of JOM MAKAN restaurant does not have the experience or expertise that the subject matter
experts on the team have. It could also occur when certain people in the team are not as

8

experienced as others. In that environment, the relationships between the team can be strained
and upside down. Imagine a team of software code developers led by someone who has never
touched any kind of code and you can begin to see some difficulties. Yet despite the unbalanced
team, the owner of a restaurant of JOM MAKAN restaurant is still expected to lead the project
and manage things well enough to finish on time and on budget and the team is expected to do
their jobs, ego or pride notwithstanding. The owner of JOM MAKAN restaurant must meet the
problems head on instead of putting them off or ignoring them.

Suggestions for improving service operations

The owner of a restaurant needs to implement an efficient tracking system and processes
to organize payroll and cash flow more efficiently. Installation of cashier machines can increase
restaurant productivity in terms of cash flow record. One advantage of a cashier machine system
is that coordination between the kitchen and the waiting staff is streamlined. Orders go right to
the kitchen printer, via the machine. Another value of a cashier machine program is that it can
track anything from the use of ingredients to the most common menu items. Since the system
functions as a time clock, it can also aid in payroll scheduling. Next, having enough facilities
may increase the restaurant atmosphere as the customer does not have to wait long to be seated
and create a family-like atmosphere. The waiting period for customers before being seated can
be minimized by consistent and effective table management. The owner of a restaurant can
reduce customer waiting times as well as provide timely service by changing the layout of
restaurant tables. This approach could lead to better quality of service and enhanced customer
loyalty.

They should keep updating the Facebook page. It is due to anyone who visits your
restaurant’s Facebook page will first see your cover photo. So, it is essential that you pick a
picture, which is attractive and exciting, such as a photo of your signature dish or people having
a good time or something people relate with your restaurant. They should also include banners of
your offers or an event that is going to happen at your restaurant. It is the first impression of your
restaurant, and it has to make a lasting impression.

Besides, an exciting way of engaging with customers is by organizing contests and
giveaways. They can host a tasting session or give away a voucher to dine at your restaurant to

9

the winner of these contests and giveaways. People love to compete to win something, so this
can be an ideal way to engage and attract customers because they are more likely to visit again
after the tasting session or can be a source for word of mouth.

Jom Makan’s employer should provide EPF and SOSCO to employees. Actually, EPF is
a compulsory pension scheme for all Malaysians while contribution is compulsory for all
Malaysian employees with monthly salaries lower than RM3,000. Providing EPF and SOSCO
will let employees feel that they are appreciated by the employer and this will become an
attraction for employees to work for this employer. Another suggestion is to offer incentives or
rewards to employees. Offering incentives or rewards to employees is a very important part in
management, it is not only able to motivate the employees to push and challenge themselves to
achieve higher degrees of productivity, but also increase employees’ loyalty to the restaurant and
able to retain employees. This ultimately translates to increased earnings for your restaurant.
When incentive plans are in place, employees recognize that significant effort on their behalf
will be acknowledged and rewarded. This can increase the amount of time, effort and energy a
staffer is willing to put forth on a restaurant's behalf. Incentives are not necessary in terms of
money, it can be in terms of presents, restaurant parties, celebrations, paid groups lunch and so
on. For instance, giving a monthly award such as a trophy or present to the best performed
employee. For some people, a mention in the newsletter or on social media is all the incentive
they need.

They should give training and development to the staff of Jom Makan restaurant. This is
to enhance the ability of employees to deliver a high-quality service and to meet the needs of
customers more effectively and efficiency in a friendly way. These skills can be developed and
grown within employees and will lead to outstanding customer service. For the Jom Makan
restaurant, there are only four workers, so the On the Job Training (OJT) method can be more
suitable. OJT provides hands-on experience under normal working conditions and it is an
opportunity for the owner of a restaurant and kitchen or owner of a restaurant and waiter to build
a good relationship within them. It is a more effective means of facilitating learning in the
workplace. The owner of a restaurant can also discuss the customer services and complaints with
workers so that they can improve themselves. Training and development must be evaluated to

10

determine its effectiveness. Customers and owner of a restaurant need to evaluate employees to
improve their services and play a role in their performance.

There are few ways to settle down unbalanced management. The first step to dealing with
an unbalanced team is to meet people halfway. Learn the language and the background of the
work the project team is doing. A little work toward understanding will go a long way with the
project team if they feel it is unbalanced. Instead of hiding behind a façade and pretending that
you know everything about everything going on around you, open up the communication lines
and start being honest about what you know and what you do not know. We could open and
honest communication is the key to dealing with an unbalanced team. Building trust with a team
is not easy, trust is something that you cannot force on people; it means creating a relationship
with your team and trusting them in the same way that you expect them to trust you. When you
prove that you can be trusted, the team will begin to balance out. One last point to keep in mind
is to share responsibility. The owner of a restaurant needs to work to make sure that
responsibility is shared throughout the project team, even if it takes some effort to get others up
to speed on the tasks at hand.

11

Conclusion

In a nutshell, a good management system is very important for each restaurant. It can
help in achieving group goals. It arranges the factors of production, assembles and organizes the
resources in an effective manner to achieve goals. It directs group efforts towards achievement of
pre-determined goals. By defining the objective of organization clearly there would be no
wastage of time, money and effort.

The management system of JOM MAKAN restaurant is counted as poor because they
can only manage basic in terms of strategies, organizational structure, conflict, risk planning,
budgeting, information system and the flow of production. They find it difficult to overcome
many challenges in these few months. They really need to improve so much in their management
to achieve other goals and targets.

First and foremost, in strategy management, they have difficulty on strategies to
overcome all the problems in terms of business, workers and the staff. They cannot provide the
best strategies to serve their clients and reward their workers and the staff.

Then, they got poor management among their staff. In JOM MAKAN’s restaurants, there
is a lack of staff and workers. Their working structure is overlapped and complicated. All the
workers and the staff have to do more than their own job scope to produce high productivity.

On the other hand, JOM MAKAN restaurant has a shortage of equipment and facilities.
Having enough facilities may increase the restaurant atmosphere as the customer does not have
to wait long to be seated and create a family-like atmosphere which could lead to better quality
of service and enhanced customer loyalty.

Good management helps them to make sure all the planning is very smooth. JOM
MAKAN restaurant has to keep enhancing and improve their management system to provide the
best service and best products to their clients. Suggestions and ways to overcome their problems
had been noticed to their administrator. Hopefully their problems can be solved and their profits
will increase day by day.

12

Appendix
13

Interview’s Script

Visiting JOM MAKAN Restaurant
1. Can Mr. / Mrs. introduce yourself and your position in this restaurant?
Puan Melur is a single owner for JOM MAKAN Restaurant.

2. Background of the restaurant (since when……)
This business has been established since February 2020 and still under operation.

3. Can Mr./Mrs. explain the organization structure of the restaurant?
❏ How many workers at the restaurant?

7 workers for starters and today only have 4 workers.

❏ How many part-time workers and full-time workers are there?
One full time worker and the other three are part time.

❏ What are the duties and responsibilities for each workgroup or team members?
Cook, bartender, waiter.

4. Vision and mission of the restaurant.
Vision: build a more professional management and have many branches of the restaurant.
Mission: to provide a nice food and environment for customers with affordable services
and price.

5. What are the strategies to accomplish the vision and mission?
In business

❏ If the pre-ordered is too many, what are the ways that the restaurant will solve the
problem?
I will divide the duty equally and if there is not enough manpower, I will hire part time
workers. We also calculate the budget over the order to make sure that all the pre-ordered
can be complete on time.

❏ Do you advertise your restaurant on social media?
Yes, Facebook.

14

❏ Does your restaurant keep updating the information at the page? (in terms of new
products and the news of your restaurant)
We rarely update our business on our social media. We only promote it when we have
some time.

For the staff and workers
i) If the staff and the workers do overtime, does the restaurant pay extra salary for them?
(because some of the restaurants will not pay extra if they do overtime.)
Yes, we will pay for extra salary for our employees.

ii) How do you monitor activities’ performance of each worker?
❏ Does the restaurant have the Key Performance Indicator (KPI) system?

Yes.

❏ If so, how does the restaurant use the KPI system?
(because each restaurant will --use different types in KPI to achieve success.)
We will ensure that the workers can work within our standard, follow our recipe and fast
during handling the customers and order. We provide training too for our part time
workers.

iii) How do you measure success?
By getting higher sales but low cost. This will save our budget.

iv) Does the restaurant do different events to reward your restaurant staff and workers
such as travelling?
So far, we didn’t hold any events to reward our workers.

v) Does the restaurant pay the annual bonus to the workers?

Yes, and if our sales are higher, we put some in the worker’s salary to improve their
performance.

6. Can you describe your leadership style?

I’m not a fierce person but I myself am strict and I can tolerate my workers. I can do
workers work too because there is no boss if there are no workers and vice versa.

15

❏ Does the style go well with your team members?
-

❏ Does the restaurant face any conflict between the team members?
so far there is no problem among us, and if it happens, we will handle it with care.

❏ How does the restaurant solve the conflict? (if the staff, workers or the other managers
argue some decisions that those decisions were made by the top management/if they may
not satisfy with their salary.)
We pay our worker’s salary per day to avoid handling a big amount of money at one time.

7. Can Mr./Mrs. explain the schedule of the workers?
❏ Numbers of workers and what is their job style during working hours?

- We have 4 workers.
- Bartender – prepare boiling water, make sure the drink’s section is always clean,

update all stock at the drink's section every day.
- Satay section – cut and prepare for the marinade process and satay’s gravy,

updating about the stock every day before closing time.
- Cook – preparing the orders.
- Waiter – taking and serving orders.

❏ Have you managed problematic employees? How do you solve it?
- No, if there have a problem, I will process and think how to talk to avoid any
misunderstanding and will advise in good manner

❏ Does the restaurant do the other planning if some workers want to take holidays or they
may face urgent problems? (plan A and plan B)
- Always have a plan b, if the workers want to take a leave, they must tell one day
early they are having an emergency, I will substitute myself to help my workers.

8. What are the challenges that the restaurant needs to face? (in terms of business,
planning and the management system)

- to find permanent staff because part time worker needs to train every time, they
enter.

16

- I hope every menu has higher sales.
- If they have any over budget, I will conduct a meeting with every department and

discuss with each of them.

❏ For example, during this MCO can't operate for two weeks and need to comply with the
SOP and also facing sales drop due to COVID-19.

❏ And with the competitors
- it is based on the customers; we decide to stay with our traditional way to make good

food.

Information from workers
i) so basically JOM MAKAN is a regular(normal,common,ordinary) stall/restaurant.
ii) opens at 4pm until 12 am and closed on Sundays.
iii) only have one branch which is at Pulau Sebang, Melaka.
iv) most of sale managements are actively promoting on Facebook.
v) our system management is inconsistent, changeable, unstable.
vi) well known for (delicious/delectable what satay?) satays (ex: well known for mouth-

watering chicken satays) The stall/restaurant also prepares fried food, soup and western
menus.
vii) Total sales: Tuesday and Saturday = more than 1k, other days = below 1k.
viii) We have two competitors which sell almost the same food as us.
ix) Profit depends on sales per day.
x) Same goes to salary depends on the sales on that day.
xi) Doesn’t have overtime and all staff leave on the day the shop closes which is Sunday.
xii) Salary at least RM45 per day.
xiii) No EPF, SOSCO.

17

References

1. Agnes Kenyan, L. N. (2016). Improving the Service Operations of Fast-food Restaurants.
Social and behavioral science, 190-198.

2. Al-Ti, A. A. (2015). The Effect of Service and Food Quality on Customer Satisfaction
and Hence Customer Retention. Canadian Center of Science and Education, 129-139.

3. Nikpour, A. (2017). The impact of organizational culture on organizational performance:
The mediating role of employee’s organizational commitment. Industrial management
institute, 66-72.

4. Shafiq., M. A. (2014). The Impact of Organizational Culture on Organizational. Global
Journal of Management and Business Research: A Administration and Management, 21-
30.

5. Shimmura, T., Takenaka, T ., & Akamatsu, M. (2012). Improvement of Restaurant
Operation by Sharing Order and Customer Information. In H. Sasaki, D. Chiu, E.
Kapetanios, P. Hung, F. Andres, H. Leung, & R. Chbeir (Eds.), Intelligent and
Knowledge-Based Computing for Business and Organizational Advancements (pp. 241-
257). Hershey, P A: Information Science Reference. do i:10.4018/978-1-46 66-1577-
9.ch014. Total Quality Management. (n.d.). Business dictionary.com.in business
dictionary. Available at http:// www. businessdictionary.com/definition/total-quality-
management-TQM, retrieved on 7 January 2021.

6. Maister, D. H. 1985. “The psychology of waiting lines”. In The service encounter, Edited
by: Czepiel, J. 113–123. Lexington, MA: Lexington Books.

7. Kukreja, S. (n.d.). Retrieved 8 January, 2021, from Management Study HQ:
https://www.managementstudyhq.com/what-is-management.html.

18