Fore Pizza
Business Management Manual
Fore Pizza Business Management Manual
Contents of this Manual:
Company History
Our Quality Policy
Business Management System (BMS)
Scope
Our Organization Structure
Our Business Processes
Revised 3-March-2008
Fore Pizza Business Management Manual
Our Company History
We were originally founded by Ty Webb and Danny
Noonan as a way to spend some of Ty’s 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.
Revised 3-March-2008
Fore Pizza Business Management Manual
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 team’s primary
job to ensure that every employee is
actively involved in achieving this goal.
Revised 3-March-2008
Fore Pizza Business Management Manual
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
Revised 3-March-2008
Fore Pizza Business Management Manual
Organization Structure
President
Operations Manager
HR Manager
Business Improvement
Manager
Purchasing and
Inventory Manager
Business
Improvement
Coordinators
Purchasing and
Inventory Associates
Store Managers
Ordering associates
Scheduling Associates
Pizza Creation Associates
Pizza Delivery Associates
Revised 3-March-2008
Fore Pizza Business Management Manual
Our Business Processes
(Click on any process to see details)
Top Management
Business Planning, Marketing, Management Review,
Preventive Action
Internal
Audit
Program
Hungry
Customer
Customer
Ordering
Order
Scheduling
Purchasing and
Inventory
Management
Corrective
Action
System
Pizza
Creation
Hiring,
Training and
Development
Revised 3-March-2008
Facility and
Equipment
Maintenance
(outsourced)
Pizza
Delivery
Satisfied
Customer
&
Feedback
Fore Pizza Business Management Manual
Process Owner: Operations Manager and Store Managers
Supplier(s)
Customer(s)
Methods:
•Order Scheduling
Phone order work instruction
•Hiring, Training and Development
Email order work instruction
•Order Scheduling
Input(s)
Output(s)
•Customer Orders
Process
•Store menus and topping list
Customer
Ordering
•Average pizza wait time report
•Accurate and complete customer
order details processed in under 5
minutes
Resources:
Metrics:
Phone Systems
Complaints for inaccurate orders
Email Server
Average customer wait time on phones
Ordering associates
Email processing time
Revised 3-March-2008
Fore Pizza Business Management Manual
Process Owner: Operations Manager and Store Managers
Supplier(s)
Customer(s)
Methods:
• Customer Order Process
Order Scheduling work instruction
• Purchasing and Inventory
Management
•Pizza Creation
•Pizza Delivery
•Customer Ordering
• Hiring, Training and
Development
Input(s)
Output(s)
•Customer Orders
Process
•Inventory availability report
Order
Scheduling
•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
Resources:
Metrics:
Inventory and scheduling database
Complaints for inaccurate orders
GPS delivery database
Average pizza delivery time
Scheduling Associate
Revised 3-March-2008
Fore Pizza Business Management Manual
Process Owner: Operations Manager and Store Managers
Supplier(s)
Customer(s)
Methods:
• Customer Scheduling Process
• Purchasing and Inventory
Management
• Facilities and Equipment
Maintenance
• Hiring, Training and
Development
Pizza Creation work instruction
•Pizza Delivery
•Our Hungry Customers
•Management (new product ideas)
Input(s)
Output(s)
• Customer Orders
• Pizzas created to customer
requirements
Process
• Inventory availability report
Pizza Creation
• Pizza cue report
• New product ideas
• Customer feedback – pizza
quality
Resources:
Metrics:
Pizza ingredients Inventory
Complaints for inaccurate orders
Pizza preparation equipment
Average pizza creation time
Pizza Ovens
Customer feedback – pizza quality
Pizza Creation associates
Safety Incidents
Wasted inventory reduction
Revised 3-March-2008
Fore Pizza Business Management Manual
Process Owner: Operations Manager and Store Managers
Supplier(s)
Customer(s)
Methods:
• Pizza Creation Process
• Ordering Scheduling Process
• Hiring, Training and
Development
Pizza Delivery work instruction
•Our Hungry Customers
Input(s)
Output(s)
•Pizzas for delivery
• Pizzas delivered safely, hot and
within 30 minutes of order
Process
•Pizza delivery report
Pizza Delivery
Resources:
Metrics:
GPS delivery database
Complaints for late orders
Company delivery vehicles
Average pizza delivery time
GPS devices
Customer feedback - pizza delivery
Pizza Delivery associates
Traffic ticket rates
Accident rates
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Fore Pizza Business Management Manual
Process Owner: Purchasing and Inventory Manager
Supplier(s)
• Hiring, Training and
Development
Customer(s)
Methods:
Purchasing and Inventory Management
Procedures
Ordering Scheduling Process
Pizza Creation Process
Input(s)
Output(s)
• Ingredient inventory levels
Process
• Customer feedback - pizza
quality
Purchasing and
Inventory
Management
• Pizzas created to customer
requirements
Resources:
Metrics:
Inventory and scheduling database
Inventory accuracy
Business forecast reports
Ingredient spoilage costs
Purchasing and Inventory Associates
Customer feedback – pizza quality
Revised 3-March-2008
Fore Pizza Business Management Manual
Process Owner: HR Manager
Supplier(s)
Customer(s)
Methods:
•Management
Workforce competency, motivation and
satisfaction procedure
Employee hiring process
•Management
•Process Owners
•Employees
Trainer Certification Program
Input(s)
•
•
•
•
Output(s)
Business Forecast report
Customer Feedback
Training effectiveness results
Employee Feedback
Process
Hiring, Training
and Development
• Effective training methods
• Employee Development Plans
related to business objectives
• Competent LEADERS
• Competent workforce
• Motivated workforce
• Satisfied workforce
• Diverse workforce
Resources:
Metrics:
Certified Trainers
Ability to achieve Business Objectives
HR Manager
Employee Satisfaction survey results
Cross training analysis
Diversity analysis
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Fore Pizza Business Management Manual
Process Owner: Operations Manager
Supplier(s)
Customer(s)
Methods:
•Management
•Process Owners
•Employees
Input(s)
Output(s)
• Business Forecast report
• FDA regulations
Process
Facilities and
Equipment
Maintenance
• Facilities clean and organized
• Adequate capacity and
utilization of food preparation
equipment and ovens
• Efficient energy use
Resources:
Metrics:
PM Database
Government inspection results for
sanitation and safety
Outsourced Maintenance Program
Safety incident rates
Reduced Energy Consumption
Revised 3-March-2008
Fore Pizza Business Management Manual
Process Owner: Business Improvement Manager
Supplier(s)
Customer(s)
Methods:
•Process Owners
Internal Audit Program Procedure
•Management
•Process Owners
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
Process
Internal Audit
Program
• Value added audit findings
• Improvement Ideas
• Preventive Actions
Resources:
Metrics:
Internal Audit Team
Audit effectiveness survey results
Business Improvement Manager
Business Improvement Coordinators
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Fore Pizza Business Management Manual
Process Owner: Business Improvement Manager
Supplier(s)
Customer(s)
Methods:
•Process Owners
Corrective Action Procedure
•Management
•Process Owners
Input(s)
•
•
•
•
Output(s)
Customer Complaints
Internal Audit findings
Internal problem reports
Government inspection findings
Process
Corrective
Action System
• Permanent solutions to internal
problems and customer
complaints
• Risk reduction
Resources:
Metrics:
Business Improvement associate
Repeat complaints
Business Improvement Manager
RPN reduction
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Fore Pizza Business Management Manual
Process Owner: President
Supplier(s)
Customer(s)
Methods:
•Process Owners
Balanced Scorecard
Management Review Data Sheet
•Our Hungry Customers
•Employees
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
Process
Management
•Improvement Plans
•Employee Development Plans
•Preventive Actions
•New Products
•Business Forecast report
Resources:
Metrics:
Management Team
Ability to achieve Business Objectives
Revised 3-March-2008