SUBMITTED TO: MIAN SAQIB MEHMOOD DESIGNED BY: NAZISH JABEEN BATCH: MBA (VI) DATED: 24-JULY-2014.
A Case Study: A Management Dilemma
SUMMARY The case study is about the overall conditions faced Aftab in completing his dream of opening a restaurant. Aftab was a young, talented and rich man who lived in defense Lahore. He went to abroad (UK) and lived there for three years for completing his masters degree in business administration. While living in UK, Aftab had also worked in different restaurants as well as in the different departments of these restaurants, those restaurants contains burger king, subway and quiznos. After getting the experience of how to handle the management and administration issues Aftab thought that opening a food restaurant would be a very profitable business. After completing his masters degree Aftab returned to PAKISTAN and start working in his dream. He thought that directly opening the food restaurant would not be a good decision, thus he started with a coffee shop. That contains some desserts, snacks, and ice-cream along with the coffee. Aftab was very successful in running that shop but the profit margin was not too much high. After getting the experience of PAKISTANs economy Aftab decided to move towards his dream of opening the restaurant in Lahore. For that purpose, Aftab selected the M.M. ALAM road for the location which was considered as paradise for the food lovers. Nearly, fifty food outlets were already present there but still Aftab decided to open in that place. For that purpose, Aftab hired the land and then started the main stage. That stage was hiring the employees in the restaurant. For that purpose, Aftab get many C.Vs but then for the managerial post one of his friend fix a meeting of Aftab with Rehan. Rehan was also a young, energetic and motivated graduate Rehan had experience of few years of working in pizza Hutt in customer relations. After meeting Rehan, Aftab was much impressed and decided to hire him. The hiring process contains the hiring of three categories of employees. One was the restaurant manager, the second one were the supervisors and the third one was the servicing staff. A chef was hired for the kitchen area. The servicing staff was hired unexperienced and their training was performed by Aftab. After the whole process have been performed the day came of the opening of the restaurant. Yet, the opening had delayed from two to three months but still there were problems from the beginning. The chef was not satisfied from the equipments and accessories available in the kitchen according to the menu card. The service staff had the issues related to distribution of the tip received from customers among them. In the same reference one of the employee was fired by Rehan on which Aftab called Rehan in his office and remembered him that he was also an employee. The firing of the employee demotivated the servicing staff and the meeting of Aftab and Rehan demotivated the Rehan. With the time passes on the profits start declining. A time came where orders become delayed. The food become cold on the counter. The business become so down that it was not able to complete its expenses. A time came when the WAPDA cut down the electric supply on not paying the bill on time. Thus, the Aftab had to think whether to stop it and what activities should be done to restart the whole setup.
The Waiter & Waitress and Waitstaff Training Handbook: A Complete Guide to the Proper Steps in Service for Food & Beverage Employees Revised 2nd Edition