Evaluating the Strategic Role of Operations Management at Nandos

Table of Content

Nandos can be described as a insouciant dining eating house, which originated in South Africa with a Mozambique/ Lusitanian subject. Nando ‘s got its name from one of its laminitiss ; Fernando who had Nando ‘s in the ulterior portion of his name. The Restaurant concatenation was founded in 1987 and has grown to run in over 30 states in over five continents. ( www.nandos.co.uk ) Most normally, Australia, Bangladesh, Canada, India, Malaysia, Mauritius, Pakistan, Singapore, Zimbabwe, the united States of America and The united land in which Nando ‘s is seeking to construct a finger creaming tradition. They received the highest award for excellence ( three stars ) in the best companies one-year accreditation awards. It is of import to high visible radiation here that amongst all the big companies which entered for this award, Nando ‘s was the lone 1 who received the award. ( www.nandos.co.uk )

Nando ‘s is specialized in functioning poulet and french friess, rice or mashed murphies. They specialize in selling fires peri peri poulet and from a personal point of position I think that they do no merely specialise in the merchandising flamed lily-livered grills, I think that they have revolutionarised the manner in which we eat lily-livered and french friess in the united land. Chicken and french friess in the united land can to an extent be considered staple nutrient, but with the constitution of Nando ‘s in the state, its presentation and helping has been given a sum over hall. The name peri peri is a south African Swahili word for what is called in Africa the birds oculus chilli.. This chili is entirely autochthonal to Africa. The poulet in Nando ‘s is served in either quarters, halves or a full poulet. ( www.nandos.co.uk ) There are besides butterfly chest which are sold entirely to the Nando ‘s eating houses in the united Kingdom. Added to chicken, Nando ‘s besides serves pocket breads, Burgers, salads, wings and blames in their eating houses. In other states, Nando ‘s sells, a big base with a skewer of poulet chest and big Piper nigrums, poulet livers and a poulet and rice dish served in a traditional Lusitanian Cu dish. Nando ‘s serves a broad scope of drinks, but they are good known for their thought of functioning bottomless drinks, which gives the client the chance to imbibe and endless every bit much soft drink as they want, every bit long as they can manage it and cipher is allowed to take any off from the premises of the eating house. ( www.nandos.co.uk )

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Nandos thrives on excellence, this is embedded in the our promise subdivision of the bill of fare. In the promise, Nando says that nil is more of import that maintaining a promise, and the symbol of the escudo is a mark of unity, passion, pride and bravery. ( www.nandos.com ) This is a promise by Nando ‘s to give you the client the first-class spirit and quality that you would anticipate. It is of import to add her that every service sector company should endeavor to achieve excellence. The endurance of this type of concern depends on people sentiments as such it is really really indispensable that these sort of companies try their extreme best to maintain client satisfaction degrees high. This could either be in the manner of bring forthing the best quality home base of nutrient that a client has ordered in the shortest clip possible. ( www.nandos.co.uk ) This will cut down the waiting times by the clients, but still leave the client with the first-class feeling of satisfaction of devouring your good or service

Harmonizing to histories filed at companies house in 2009, the fiscal crisis at Nando ‘s worsened as they made a loss of about 23 million lbs. As a consequence of the fiscal crisis, consumer disbursement reduced and there was a rise in the cost of natural stuffs to the industry. This led to a rise in cost to the company and a autumn in sale. It is of import to non that the company made gross revenues during the period of about one hundred and sixty seven million but due to other factors out of their control, they were still able to do a loss. Management besides confirmed that they were happy with the public presentation of the company even though they did worse that the old fiscal twelvemonth. ( www.nandos.co.uk )

Operations direction is responsible for planing, redesigning and supervising concern operations. It focuses on the procedure of bring forthing and administering goods and services expeditiously. Operations direction makes certain that concern operations use as small resources as possible to bring forth the station resources as possible, it besides has to be as efficient in the sense that it has to do certain that the clients demands are met. Other activities that are associated with this procedure include stock list control, quality control, managing procedures, storage, logistics and rating of procedures. Significant measuring and direction of internal procedures is hence embedded in the operations direction construct. Important to observe therefore is that fact that the ways by which operations direction is carried out in an organisation depends exclusive or entirely n the goods and services that this

The thought of the function operations plays in concern is really of import, every bit likewise as human existences, we have a function I our mundane being. In the forenoon, we could be parents the our childs, subsequently in the twenty-four hours co-workers at work, and subsequently in the eventide we could be friends to other people. The point which should be made here, is that we have a different map in every function we play. In the same manner, operations in the concern depending on what they are, perform a different map depending on what their overall aim is. The most basic function of strategic operations is implementing concern scheme. Other of import functions of operations are to move as support for the concern scheme and to move as a driver for concern scheme.

The aims

Operation direction aims are by and large every wide. However, it is of import to observe that operation direction affect five different groups or stakeholders in the organisation. ( Micheal and McCathie,2005 ) The first obvious group of people that are traveling to be affected by operations are the clients. The 2nd group of people traveling to be affected are the providers who have to alter or accommodate to the alterations in any operations so that the terminal consequences can be achieved. The portion holders are decidedly another group that are traveling to be affected by alterations in operations. The better the operation performs, the more concern will be driven to the company which in bend additions gross revenues and in bend additions returns on portions. ( Micheal and McCathie,2005 ) By and large, employees implement operations procedures, therefore it is of import that the employees understand the aims of this operation and are will and able to make everything possible to accomplish this end. Besides there is a opportunity like with many companies, that if the employees perform good and this generates positive returns for the company, so they will be in bend better off as the company may be in the place to offer fillips to them or possibly increase their employee benefits or wages.

Findingss And Analysis

This study is traveling to analyse the strategic function of operations and operations aims, layout, flow, procedure, and capacity direction of Nando ‘s high cross Leicester. It finds that Nando is a high volume mass service eating house runing with a low procedure assortment degree

This study will analyze and depict the chief features of Nandos service operations in the high cross in Leicester which was visited on the eventide of Friday the first of April 2011.

After doing the necessary analysis, this study will stop with a recommendation on how Nandos can better their procedure.

It is deserving observing here that Nandos has become or is bit by bit going a family name in the United Kingdom. Demand for the merchandises and services is so high in the Leicester country that they are runing two eating houses in the metropolis centre, one about four hundred paces from the other ( Micheal and McCathie,2005 )


Nandos can be said to hold a reasonably predictable fluctuation in the day-to-day, hebdomadal and seasonal demand for its goods and services. Because of the type of nutrient they sell, it is really typical for a Nandos eating house to be virtually empty in the forenoon hours of the twenty-four hours. By and large, the most busy periods for the eating house are eventides, weekend, launch clip, and assorted vacation periods. Time periods such as Easter, Christmas and the New twelvemonth.

As a consequence hence, direction of Nandos varies the figure of staff in the store at any one period of clip so that they can be able to run into up with and accommodate with alterations in demand. Nandos besides employs a good figure of portion clip and temporal staff as such they can be called in at short notice so that unexpected fluctuations in demand can be dealt with expeditiously and clip slowdowns are avoided.


Visibility can be said to be the degree of exposure to operations that the client experiences. Using this definition, Nando ‘s can be said to hold really high degrees of visibleness as they are exposed to all the front terminal operations of the concern. In a typical Nando ‘s eating house, the client is able to take a expression at how his poulet is grilled. Basically take a expression at how his/her repast is being prepared.

However, if visibleness is considered in footings of the extent to which clients can custom-make their repasts, so visibleness can be said to be between medium and low. Nandos, on most of the yearss and in the eventides can be considered to be a high volume eating house. This means that you have a batch of people coming into the eating house to eat. Custom-making repasts will non be really executable as it will wholly decelerate down operations. At some times of the twenty-four hours, say likely earlier on in the twenty-four hours, it is easier to likely seek an customize repasts. But id that is done so they will hold to seek to pattern that through out the twenty-four hours and it will be virtually impossible to make during extremum times. As such it can be said that due to its high volume nature, low to medium degrees of visibleness are necessary in order that the concern can run expeditiously.

Since client satisfactions is greatly linked to quality of service, overtime Nandos has tried to increase visibleness by increasing the options available to clients. they have brought in vegetarian options to their repasts, increases they side dishes that they offer with their repast as good. Nandos used to merely offer french friess and rice as a side dish to your ordered poulet, now they have other extra options such as mashed murphies. They have besides introduced salads, Burgers, pittas, wings and wraps. Besides, overtime, they introduce the helping of sweets and now have a great assortment of things you can hold as sweets after you eat your repast. Hornets are a great illustration of something radical that they have got in their starting motor bill of fare. And because a batch of the material in the bill of fare is alone cant be gotten from any other eating house in the same manner that it is served in Nandos, people keep on coming back.


In my sentiment, Nandos does non supply a batch in footings of assortment on their bill of fare. It is true that looking at the bill of fare superficially, you have the feeling that there is a batch on there and you likely have a broad scope to take from. But for flesh loving clients, their picks are limited to chicken. On the eventide of my observation, I saw a household of five, two parents, Dendranthema grandifloruom and pa and their kids who came into Nandos to hold a repast. While childs and their pa seemed to be basking the repast, the Dendranthema grandifloruom who was a meat lover but did n’t wish chicken had to pull off through the eventide. Intelligibly, Nandos as a eating house buzzword satisfy the wants of everybody who walk into or thinks about walking into their eating house, but a small spot of variegation in bill of fare assortment will make a batch of good and will decidedly travel a long manner to increase consumer satisfaction.

Layout, flow and procedure design.

Nandos, high cross is sort of set in a new edifice which was unfastened about three old ages ago. Nandos has what I will term a semi egg-shaped form and the manner the eating house is set up, it gives easy entree for motion around the eating house even when it is at full capacity. It is of import to observe that clients have to travel to the boulder claies to put their orders, since bottomless drinks are really common in Nandos eating houses, clients have to be traveling about every bit good to re make full their spectacless and after puting orders, client have to pick up their cutter and sauces by themselves. So with all of this in head, the eating house is set up in such a manner that it can suit the flow of clients at any given point in clip. Merely as you enter the eating house, there is a sitting country which either provide adjustment for people who have placed take away orders and are waiting for it to be prepared or given a state of affairs when the eating house is so busy and at full capacity waiting clients can do usage of this country to wait.

It is of import to observe that besides being convenient to the clients, the being of a functional layout in the eating house improves and increases overall efficiency of the operation. For illustration drinks and refill installations are all set up at one topographic point, home bases and sauces with cutter are besides wholly set up at one topographic point. This makes it truly easy for staff to restock in the event that the tally out.

The large advantage of holding a proper layout is that it allows clients for illustration to travel straight to what they are looking for. It prevents people from inquiring all around the eating house in hunt of what they are looking for.

Strategic public presentation aims.

There are five public presentation aims which are common to all operations, these include dependableness, velocity, flexibleness and cost.


Customer satisfaction is straight tied to the quality of the goods and the service which is offered in a Nandos eating house. If clients became disgruntled service or quality of the nutrient served in the Nandos eating house, they might make up one’s mind to eat someplace else or why non make up one’s mind to get down eat purely place made nutrient. This will inevitable lead to a autumn in gross for the eating house and who knows, might hold a knock on consequence to other companies in the same line of concern. If for illustration, clients caught a bug from eating in the Nandos eating house, there is truly no warrant that this bug is n’t present in other eating houses, as such hazard adverse clients will forbear wholly from eating in eating houses, which brings on this knock on consequence is spoke about.

Due to the fact that this is a service sector industry and the nutrient is prepared on the topographic point, it is difficult to state that first piece of biddy which leaves the grill will be precisely the same like another piece which leaves the grill and taking into consideration the fact that this nutrient is prepared by human being, degree of quality is susceptible to fluctuations. Besides the manner the ay one staff treats a client will non needfully be the same manner in which another staff will handle another client. This will doubtless go forth different clients at with different sentiments about the quality of service at Nando ‘s.

Besides speaking to the director at Nandos high cross, I was given the feeling that pupil portion clip staff are a batch less committed and give to their occupations as such they tends to supply a lower quality of service when compared to may be full clip big staff.

Sometimes, the degrees of quality can be reduced accidentally or deliberately as a consequence of equilibrating quality with cost and flexibleness.


Nandos has its regular gap and shutting times so that clients are clearly cognizant of the times at which they can go to the eating house to hold a repast. At Nandos High Cross, Sunday to Thursday, Nandos opens between 11:30 to 23:00 o’clock and on Fridays and Saturdays, between 11:30 and 00:00 hours. Customers in the country are to the full cognizant of these gap times and they are guaranteed that if they walk into the door of this eating house between these hours, they are guaranteed to hold what of all time they order. To the best of my cognition from personal experience and from speaking to staff in the eating house, I have non yet come across a scenario in which a clients order could non be met because certain things were out of stock. This therefore means that stock list in Nandos eating houses are decently taken attention of and replenish where and when the demand arises.


Speed is an issue by and large in the Nandos eating houses. Sometimes you have a long waiting line at the boulder clay and you have merely one of the boulder claies being operated. This makes clients orders to be taken easy and in bend makes the overall waiting experience truly long. Besides the waiting clip for nutrient sometimes ranged up to fifteen proceedingss. In the general position that is non a long clip to wait for your nutrient to be cooked and served, but say you dropped in for tiffin in on your tiffin interruption, you take a few Immigration and Naturalization Services to line up up to acquire your order started and delay 15 proceedingss for your nutrient to acquire ready, you end up detecting that when your nutrient arrives you hardly have adequate clip to eat decently before you get back t work. If Nando ‘s can cut down the waiting times, I think client experience is traveling to be a batch better. This is traveling to maintain client coming to the eating house and in turn addition gross revenues and income degrees to the company.


I personally do non believe that Nandos is a really flexible eating house, 90 per centum of their repasts are chicken dependent and demand and supply in the peculiar concatenation can be determined by factors wholly out of the control of the eating house. For illustration if we took the instance of a bird grippe pandemic in the state, this is traveling to take serious autumn in the supply of poulets to be prepared in the Nandos shops. This pandemic will non merely impact the supply of poulets to the eating house but it will impact client ‘s perceptual experience. Customers will be wary about eating poulet at all and a sustained being of this sort of pandemic will greatly impact gross revenues at the eating house. This will entirely be to the fact that Nandos sells merely lily-livered make really small in the signifier of changing to other merchandises. It might be nice for a alteration for Nandos to seek and marinade beef or steak with their peri peri spices and serve with french friess. This will and might increase their client base and increase gross.


In todays economic clime, cost has become an progressively become of import. To the extend that it about acts as a victor for eating houses. Other companies in the state such as Tesco, highlight the importance of cost in the economic system by utilizing mottos such as “ every small helps “ Personally I think that the cost of nutrient in Nandos is reasonably low-cost and anybody who want to hold a proper repast of poulet and french friess can really merely walk into Nandos, purchase a one-fourth of poulet and french friess and have an limitless sum of drink for themselves for a small under 10 lbs.

Quality Management

By and large talking, quality direction is a really recent construct which gives clients the chance to be able to take goods which meet a higher quality in criterion that other regular goods. ( Greasley, 2009 ) Customers have come to the realisation that the quality of the good or service is a really of import property. And companies have besides come to the realisation that the quality in the good or service that they provide can do the difference as to whether a client chooses them or take their rival. ( Greasley, 2009 ) Quality direction by and large adopts a figure of rule that Cam be used by top direction to form the establishment towards better or improved public presentation. Some of these rules include being client focused ; at the bosom of a concern like Nandos the client is everything about the concern. As such the present and future demands of the client should ever be looked at. Management should be after to undertake any demands that might be originating in the close hereafter. ( Greasley, 2009 )

Another facet of quality direction is leading, the leaders in the organisation are supposed to be able to follow integrity and way of intent and enterprise to stir the company in the way of their mark ends.

Management has to seek to affect the employees at all degrees in the organisation, this makes people to experience valued and it goes a long manner to better public presentation. A reciprocally good relationship between provider and concern has to be built and an effectual and efficient systematic attack to concern has to be developed. As a company they has to be the demand to constantly desire to better procedures and work on client good attacks.

Talking to the director of Nando ‘s, he told me that they keep quality at the top of their to make list. I can retrieve the first clip I ate at Nandos I suffered from a bad after reaction, as the peri peri sauce that I used with my repast was stale. And I noticed this in a twosome of other stores on different occasions. At the minute direction has realized that they can no longer set sauces into a bottle and anticipate to replenish it merely when it is finished. Now the peri peri sauces are invariably renewed and refreshed to do certain that the client enjoys the sauce when it is in its best province.

Besides over clip, client service in the eating houses has been greatly improved, client focused preparation is given to all staff at the eating house and they the staff are invariably being monitored by their supervisors to guarantee that they carry out their work good and they have the best involvement of the consumer at bosom.

On a negative non from a clients point of position, the sizes of the parts have invariably been cut downing over clip. They seem to be purchasing a batch smaller birds and they have even changed the bowls used to function side dishes to smaller 1s. This in consequence has reduced the sum of nutrient that is being served for precisely the same sum of money. This to the company is good, as they seem to do a batch more money for a relatively smaller sum of good or service they are supplying.

In decision therefore, looking at the manner operations are managed in Nando ‘s, high cross Leicester, from speaking to some client and speaking to staff and the director in the store, I think that they as a eating house they have worked hard in the last three old ages to better client experience. They have tried to everything within their powers to cut down client waiting times, they have worked indefatigably with staff to better client service and tried to construct a good relationship with provider to guarantee that all goods are supplied on clip and they have a Rota which permits them to hold equal staff to be able to cover with all client questions and questions at extremum periods.

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