DIPLOMA IN BUSINESS STUDIES

MGT 345

OPERATIONS MANAGEMENT

COMPANY CASE STUDY (PIZZA HUT MALAYSIA)

SEMESTER: OCTOBER 2021 – FEBRUARY 2022

NAME FARAHANA BINTI ISMAIL

PREPARED FOR:

SIR MUHAMAD ADDIN BIN BURHANUDDIN

NO. CONTENT PAGE

1. COMPANY PROFILE AND PRODUCT 3-5

2. REASON CHOOSING THE FAST FOOD 6

3. DISCUSS THE LAYOUT 7-8

4. LAYOUT PROBLEM AND SOLUTION 9-10

5. CONCLUSION 10

6. REFERENCE 11
COMPANY PROFILE AND PRODUCT

Pizza Hut Malaysia

QSR Brands (M) Holdings Sdn Bhd (QSR) is a Malaysian Pizza Hut franchisee. It is heavily
involved in broiler breeding and contracting, as well as hatching and poultry production and
processing, as well as a variety of auxiliary industries such as baking, commissary, and
sauce preparation.

The Pizza Hut chain now has over 350 locations in Malaysia, making it the country's largest
pizza franchise. QSR Group is certain that its pizza chain will continue to dominate the
market and will be able to fend off any new competitors with ease. Furthermore, the pizza
hut restaurant that I visited is in Kota Masai, Pasir Gudang, Johor.

Pizza Hut offers a delightful blend of healthy Italian American food, including the world's
most popular pan pizza and other signature meals. Pizza Hut Restaurant and Pizza Hut
Delivery are two distinct ideas. Pizza Hut Restaurant has a warm and welcoming
atmosphere, as well as excellent service, making it ideal for relaxing, unwinding, and having
a good time with family or friends. Pizza Hut Delivery, for example, ensures that hot and
fresh pizza is delivered on time and at an accessible location for increased convenience.
PIZZA HUT PRODUCTS

The Main Menu (Pizza Hut)

Pasta
Side Dishes

Drinks
REASON CHOOSING THE FAST-FOOD RESTAURANT

Fast food is a fast-expanding sector both globally and in Malaysia, especially in urban areas.
Fast foods are low-cost, quick-to-prepare alternatives to home-cooked meals. Fast food,
according to the free dictionary, is "cheap food made and served rapidly, such as
hamburgers and fried chicken." Fast food is the world's fastest growing food category,
according to Goyal and Singh (2007), and it provides a quick, moderately priced, and easily
accessible alternative to home-cooked cuisine. Fast food, according to Data Monitor (2005),
is defined as food and beverages available for quick consumption on the premises or
somewhere else.

Pizza Hut is a well-known fast-food establishment. The distance between my residence and
the Kota Masai Pizza Hut restaurant is merely 3.7 kilometres, and it takes 7 minutes to go
there. Near my home, there is a famous fast-food business called Pizza Hut. Not only that,
but because Kota Masai is a growing city with a high population that is predicted to grow
over time, this pizza hut restaurant is also known for its extremely strategic position. This
draws many people to the area, not only the locals. People from outside the region are
always welcome. Not only that, but the restaurant's staff was also very polite ans kind. They
treated consumers with respect, politeness, and efficiency.
THE LAYOUT

GROUND FLOOR

The entry and exit doors are not divided, as seen in the diagram above, and customers must
use just one door. Next, the stairwell exit door is now unusable. Furthermore, they provide a
waiting space for pick-up orders in front of the entry and exit doors, as well as a pizza box
table near the waiting area. As a result, they have two separate dining tables that each seat
four to five people. Not only that, and there is just one counter for dining and picking up
orders. There is a cooking area behind the counter, and the back entrance is restricted to
staff only. Finally, the stair to the upper floor is located behind the second table.
 UPPER FLOOR

Based on the layout above, it shows the upper floor of Pizza Hut Kota Masai restaurant. We
can see on the right side is the entrance and exit door to ground floor. Next, next to the
entrance is a storeroom for storage of goods. Then, at the front of the storeroom is a staff
room that is only allowed for staff only. Finally, at the end of the room is a toilet for women
and men.
LAYOUT PROBLEM

It's essential to understand that a company's layout is important. The ideal layout, which
arranges items and places in the right spots, has a better chance of generating more sales.
Furthermore, the layout selection is critical for better space efficiency, since the more space
purchased, the higher the leasing cost. To decrease space usage costs, the company must
structure its facilities in an equitable way, ensuring that all available space is used. Second,
it is for the reduction of bottlenecks in moving people or material, where a bottleneck is an
activity that limits output in a manufacturing sequence. The layout selection is then made in
order to increase staff morale and create safer working conditions. Employee morale may be
improved by having a well-designed environment. The layout selection is then made in order
to increase staff morale and create safer working conditions. Employee morale may be
boosted by a well-designed facility, which makes employees feel at ease and like coming to
work. Furthermore, it is for the effective use of labour, as labour time is valuable. Finally,
increased interactions between customers and vendors. A well-designed building facilitates
communication across departments.

GROUND FLOOR

The first problem for the ground-level Pizza Hut Kota Masai, according to the layout, is that
there is no restroom on the ground floor. It is inconvenient for consumers and employees to
use the restroom when necessary. Furthermore, it will be problematic for disabled customers
to use the restroom since they would have to climb steps to reach the upper floor, where the
toilet is located above. The internal area is quite small and confined, which is the second
problem. Therefore, when received by many customers, it will restrict their movement. They
must wait outside the restaurant if there are too many people inside. Not only that, but dining
tables are few, with only two dining tables available due to space limitations. As a result,
several customers were unable to dine in large groups. The pizza box table and the pizza
box itself are the next issues. As you can see, placing the pizza box in front of the counter is
a bad idea since it makes the space look crowded and unattractive.

SOLUTION

The best alternative is, create a new toilet at the ground floor and provide a sink for hand
washing. In this way, it will make it easier for all customers and not bother them to go upper
floor. Moreover, customers will also feel satisfied and happy. Next, the interior design of the
restaurant needs to be improved. Create a larger and more comfortable space for
customers. Not only that, the pizza box that is in front of the counter can also be moved to a
more suitable place and hidden from the view of the customer. As the space becomes more
spacious and comfortable, dining tables can also be added and arranged beautifully. With it,
customers can come in large groups to enjoy a meal together with pleasure.

UPPER FLOOR

According to the layout, most of the space upstairs is occupied by the staff room, storeroom,
and toilets only. Therefore, the staff room is too large and takes up space that should be
used for other purposes. Next, the restaurant wasted the available upstairs space by not
making use of it. Moreover, there is no privacy for the restaurant because they allowed
customers to go upstairs by themselves, unattended by the restaurant. On the upper floor,
they go through staff rooms and storerooms, and it is likely that unwanted criminal incidents
will occur.

SOLUTION

The restaurant needs to create space for a dining table as well, because on the ground floor
there are only a few tables. This will also indirectly help increase profit revenue on behalf of
the restaurant as it receives many customers. For the staff room, it also shrinks a bit as it
does not require too much space as the staff will spend time serving customers and in the
kitchen. Not only that, but the restaurant also needs to provide a sink for hand washing.
Customers can also use the exit door on the stairs so as not to collide with customers
entering the restaurant. As a result, the restaurant will generate a lot of money because it will
be visited by many customers because the space is large and comfortable for them, in
accordance with the standard operating procedure of the government to curb the COVID-19
chain and to maintain the well-being of customers to enjoy meals.

CONCLUSION

In a nutshell, Pizza Hut Kota Masai must pay more attention towards their premise layout to
gain more customer satisfaction. By adding and making a small change in their premise, it
can increase the customers' satisfaction. By fulfilling their customers' satisfaction, customers
will always come to buy and support their business with pleasure. Due to that, the Pizza Hut
restaurant will generate a lucrative profit, as the restaurant’s profit comes with the support
from its customers. Not only that, with a lucrative profit, the restaurant can also renovate and
beautify their restaurant to be more developed. When the premise layout has been repaired,
it is also directly pleasing to the workers. With that action, the workers will also work more
productively and happily.
REFERENCES

Md Zani, R. (n.d.). OPERATIONS MANAGEMENT. Oxford Fajar Sdn. Bhd.

Habib, F. Q., Abu Dardak, R., & Zakaria, S. (2011). Consumers’ preference and
consumption towards fast food: Evidence from Malaysia. Business and Management
Quarterly Review (BMQR), 2(1), 14-27.

Pizza Hut. (n.d.). Pizza Hut. https://www.pizzahut.com.my/aboutus.