Fore Pizza

1
Fore Pizza

• Business Management Manual

2

• Contents of this Manual
• Company History
• Our Quality Policy
• Business Management System (BMS) Scope
• Our Organization Structure
• Our Business Processes

3
Our Company History

• We were originally founded by Ty Webb and Danny
  Noonan as a way to spend some of Tys excessive
  family wealth.
• We opened our first store in 2003 in the
  abandoned caddy shack at Bushwood Country Club in
  Tampa, FL.
• After our unexpected initial success we asked our
  first employees, Krusty the Clown and Eric
  Cartman to help us expand our business. In 2007
  we opened new stores in Springfield, MA and South
  Park, CO.
• We hope to grow further and expand to new markets
  by using our quality policy and management system.

4
Our Quality Policy

• It is our policy to put the customer first.
• Our goal is to satisfy every customer every time.
• To do this we must constantly ask our customers
  and our employees how we can be a better company.
• It is our management teams primary job to ensure
  that every employee is actively involved in
  achieving this goal.

5
BMS Scope

• The scope of our management system covers the
  creation and delivery of pizzas and other related
  food and beverage products to meet our customers
  requirements
• Our businesses are located at
• 111 Bushwood Drive, Tampa, FL
• 459 Simpson Blvd., Springfield, MA
• 323 They Killed Kenny Way, South Park, CO

6
Organization Structure
7
Our Business Processes (Click on any process to
see details)
Top Management Business Planning, Marketing,
Management Review, Preventive Action
Corrective Action System
Internal Audit Program
Satisfied Customer Feedback
Hungry Customer
Pizza Delivery
Pizza Creation
Order Scheduling
Customer Ordering
Hiring, Training and Development
Purchasing and Inventory Management
Facility and Equipment Maintenance (outsourced)
8
Process Owner Operations Manager and Store
Managers
Customer(s)
Supplier(s)
Methods

• Order Scheduling
• Hiring, Training and Development

• Order Scheduling

Phone order work instruction Email order work
instruction
Input(s)
Output(s)

• Customer Orders
• Store menus and topping list
• Average pizza wait time report

• Accurate and complete customer order details
  processed in under 5 minutes

Process
Customer Ordering
Resources
Metrics
Phone Systems Email Server Ordering associates
Complaints for inaccurate orders Average customer
wait time on phones Email processing time
9
Process Owner Operations Manager and Store
Managers
Customer(s)
Supplier(s)
Methods

• Customer Order Process
• Purchasing and Inventory Management
• Hiring, Training and Development

• Pizza Creation
• Pizza Delivery
• Customer Ordering

Order Scheduling work instruction
Input(s)
Output(s)

• Customer Orders
• Inventory availability report
• Pizza cue report
• Pizza delivery report

• Accurate and complete pizza creation and delivery
  schedules updated every 10 minutes
• Average Pizza wait time report updated every 10
  minutes

Process
Order Scheduling
Resources
Metrics
Inventory and scheduling database GPS delivery
database Scheduling Associate
Complaints for inaccurate orders Average pizza
delivery time
10
Process Owner Operations Manager and Store
Managers
Customer(s)
Supplier(s)
Methods

• Customer Scheduling Process
• Purchasing and Inventory Management
• Facilities and Equipment Maintenance
• Hiring, Training and Development

• Pizza Delivery
• Our Hungry Customers
• Management (new product ideas)

Pizza Creation work instruction
Input(s)
Output(s)

• Customer Orders
• Inventory availability report
• Pizza cue report
• Customer feedback pizza quality

• Pizzas created to customer requirements
• New product ideas

Process
Pizza Creation
Resources
Metrics
Pizza ingredients Inventory Pizza preparation
equipment Pizza Ovens Pizza Creation associates
Complaints for inaccurate orders Average pizza
creation time Customer feedback pizza
quality Safety Incidents Wasted inventory
reduction
11
Process Owner Operations Manager and Store
Managers
Customer(s)
Supplier(s)
Methods

• Pizza Creation Process
• Ordering Scheduling Process
• Hiring, Training and Development

• Our Hungry Customers

Pizza Delivery work instruction
Input(s)
Output(s)

• Pizzas for delivery
• Pizza delivery report

• Pizzas delivered safely, hot and within 30
  minutes of order

Process
Pizza Delivery
Resources
Metrics
GPS delivery database Company delivery
vehicles GPS devices Pizza Delivery associates
Complaints for late orders Average pizza delivery
time Customer feedback - pizza delivery Traffic
ticket rates Accident rates
12
Process Owner Purchasing and Inventory Manager
Customer(s)
Supplier(s)
Methods

• Hiring, Training and Development

Ordering Scheduling Process Pizza Creation Process
Purchasing and Inventory Management Procedures
Input(s)
Output(s)

• Ingredient inventory levels
• Customer feedback - pizza quality

• Pizzas created to customer requirements

Process
Purchasing and Inventory Management
Resources
Metrics
Inventory and scheduling database Business
forecast reports Purchasing and Inventory
Associates
Inventory accuracy Ingredient spoilage
costs Customer feedback pizza quality
13
Process Owner HR Manager
Customer(s)
Supplier(s)
Methods

• Management

• Management
• Process Owners
• Employees

Workforce competency, motivation and satisfaction
procedure Employee hiring process Trainer
Certification Program
Input(s)
Output(s)

• Business Forecast report
• Customer Feedback
• Training effectiveness results
• Employee Feedback

• Effective training methods
• Employee Development Plans related to business
  objectives
• Competent LEADERS
• Competent workforce
• Motivated workforce
• Satisfied workforce
• Diverse workforce

Process
Hiring, Training and Development
Resources
Metrics
Certified Trainers HR Manager
Ability to achieve Business Objectives Employee
Satisfaction survey results Cross training
analysis Diversity analysis
14
Process Owner Operations Manager
Customer(s)
Supplier(s)
Methods

• Management

• Process Owners
• Employees

Input(s)
Output(s)

• Business Forecast report
• FDA regulations

• Facilities clean and organized
• Adequate capacity and utilization of food
  preparation equipment and ovens
• Efficient energy use

Process
Facilities and Equipment Maintenance
Resources
Metrics
PM Database Outsourced Maintenance Program
Government inspection results for sanitation and
safety Safety incident rates Reduced Energy
Consumption
15
Process Owner Business Improvement Manager
Customer(s)
Supplier(s)
Methods

• Process Owners

• Management
• Process Owners

Internal Audit Program Procedure
Input(s)
Output(s)

• Business Performance Trends
• Process Performance Trends
• Previous Audit Results
• Customer Feedback
• Corrective Action Results
• Employee Feedback
• Risk analysis
• New product introductions

• Value added audit findings
• Improvement Ideas
• Preventive Actions

Process
Internal Audit Program
Resources
Metrics
Internal Audit Team Business Improvement
Manager Business Improvement Coordinators
Audit effectiveness survey results
16
Process Owner Business Improvement Manager
Customer(s)
Supplier(s)
Methods

• Process Owners

• Management
• Process Owners

Corrective Action Procedure
Input(s)
Output(s)

• Customer Complaints
• Internal Audit findings
• Internal problem reports
• Government inspection findings

• Permanent solutions to internal problems and
  customer complaints
• Risk reduction

Process
Corrective Action System
Resources
Metrics
Business Improvement associate Business
Improvement Manager
Repeat complaints RPN reduction
17
Process Owner President
Customer(s)
Supplier(s)
Methods

• Process Owners

• Our Hungry Customers
• Employees

Balanced Scorecard Management Review Data
Sheet Market analysis (SWOT)
Input(s)
Output(s)

• Business Performance Trends
• Process Performance Trends
• Internal Audit Results
• Customer Feedback
• Corrective Action Status
• Employee Feedback
• Risk analysis
• New product ideas

• Improvement Plans
• Employee Development Plans
• Preventive Actions
• New Products
• Business Forecast report

Process
Management
Resources
Metrics
Management Team
Ability to achieve Business Objectives