The first part of my research that I conducted was a customer questionnaire; this allowed me to see the view of others who had already visited Nando’s and their thoughts and opinions. I made my questionnaire with another peer in my class. This meant that we could get more questionnaires answered if we handed out the same one. We managed to get twenty questionnaires answered, this allowed us to get a wide range of views of Nando’s before we visited them. Some of data was collected with a peer. From my questionnaires I decided to produce pie charts to observe and make conclusions better, these can be found in my appendix.
From my customer questionnaires I found that majority of the people liked their food when they went to Nando’s this shows that quality of food must be good as their customers enjoy it. I also found that three quarters of the people I surveyed said that the prices were at a reasonable price, this shows that the supply and demand must be a quite close together as Nando’s are happy with their prices and so are their customers.
From my questionnaires I also found that most people went during the period 6pm to 9 pm, this is a peak time for restaurants so this did not come to any surprise although it got me to think if there is anything that can be done to attract people to come at different times. I then broke down the next section to looking if the restaurant was busy at the time that the customer went. If you look at the pie charts in my appendix you will be able to see that at the earlier times of the day, majority of people say that it is not busy as we progress through the day the pie charts show that more and more people say that the restaurant is busy and by the end period three quarters of people say it is busy. This all shows that time are crucial when it comes to productivity and to see how many customers come per a certain number of hours. Just over half of the people in the survey spent between one and two hours when they went to Nando’s.
I also conducted a worker questionnaire, to ask the staff that worked there. This helped me to understand about Nando’s in the view of the workers. Three workers did my questionnaire because many of times I did go they said they were to busy to answer. From these questionnaires I understood the two main reasons why the workers chose to work here was because of the people they got to work with and secondly it was an available job. If a worker chooses to work at Nando’s for a specific reason that is positive then this could increase productivity as the worker wants to work there, it’s not like a final option.
The question that really helped me understand what might increase productivity is what motivates the workers to work there; all three answers were ‘the busy shifts’. This shows that wages is not always the only thing that motivates workers but it can simply be the environment that workers work in; even though the job is repetitive the workers manage to meet different people everyday. I also realised that the busiest times in the year were the Christmas and summer months, this could be because it is holiday time and people have more time to come out. Nando’s have more full time workers which is a strategy used to improve productivity; with less workers working for a longer time means higher wages to less amount of people, so in the long term Nando’s would be able to afford higher wages.
The final part of my investigation was when I visited and observed Nando’s for myself. I went with my some fellow students to eat there and observe their service for myself. The first thing I noticed was that whilst waiting in the queue we were given menus to choose what we were going eat. This is a tactic Nando’s uses to get more customers in and out as quick as possible. If you have chosen what you are going to eat before you sit down then the time it would have taken you to choose when sitting down has been deducted. This increases table turnover per day, which in theory increases productivity.
Also one other thing different about Nando’s then other restaurants is that you have to go to the counter and order yourself, this is usually like fast food restaurants, this is the reason why Nando’s call themselves a ‘quick serving restaurant’. This also meant that workers were not assigned certain tables but they all worked together and attended to all the tables. This meant that if one worker was busy, then another worker could come to our table. All of these factors help to increase productivity, which in turn means higher profits.
I also did research on the internet to get a background understanding about Nando’s and the way in which they work. I also sent an email to them asking a few questions, which they replied that they were unable to give specific information but attached an information pack which can be found in my appendix. I also found out that Nando’s aim is ‘to outwit, not out-spend the competition in effectively communicating our brand values while having as much fun as possible’ this can be found in the information pack under the heading ‘Nando’s Marketing’. This shows that to increase their productivity and profits Nando’s try not to spend too much but make their brand as well-recognised and famous as possible.
Nando’s understand that there is competition and have taken that into account when planning new marketing strategies. Whilst researching on the internet I cam across Nando’s website and also found out that they have they have their own range of products such as Peri-Peri sauces, marinades, cooking sauces and other products. Even though this is not linked to the specific branch I was looking at, it is still a way of increasing profit as customers may like their products and therefore to a Nando’s restaurant.
I believe the most appropriate method of research was personally going and observing for myself, as I got an understanding of how things in Nando’s work which allowed me to come to my conclusions. I believe that all my research is appropriate as has all helped me to realise what Nando’s does to keep its productivity high and it has made me think what they can do to increase their productivity. Overall, I consider Nando’s productivity to be quite high already as they don’t seem short of staff and all the times I did go and visit they were always fully booked with people queuing to eat there.
Productivity is output per worker, so to increase productivity you have to increase the amount the work that the worker is putting in. There are various ways in which Nando’s can improve their productivity. One way in which Nando’s can improve their productivity is by having fewer workers who are full time, this would mean having highly trained staff you have an efficient performance level rather than more workers who are part time and do not have as much skill. A main way to improve productivity is ensuring that workers are doing their job to their best ability; one way of doing this is by motivating the workers.
If the manager/s at Nando’s set incentives for the workers then maybe they would work harder knowing that they will receive something at the end of it. Some examples are if an employee manages not to miss a shift in a month or the speed and quality of their work is better than those of fellow colleagues. This could result in giving that specific employee a bonus or maybe that this is not money based but an extra day off. If an employee knows that by doing these things they receive something at the end of it then maybe they would try to work harder to get that.
Motivation and training can be used in the service sector to increase the business’s productivity instead of using machinery. Motivation has been proved to be a great way to improve productivity in a number of firms. I was unable to find out what motivation methods are used in Nando’s to keep their workers performing to the best of their ability. There are small things which can motivate a worker that don not even cost a penny, something such as praise and recognition. If an employee knows that the work they are putting in is being noticed then they will carry on as they believe that what they are doing is pleasing the manager. This could be one way that Nando’s could improve productivity so their workers that what they are doing is being noticed.
Frederick Taylor believed that employees were only motivated by pay, I am certain that this is not the case when it comes to Nando’s as the wages are not that high so there must be something else that motivated the workers. An American researcher, Abraham Harold Maslow believed that people have other needs apart from pay; he called this a Hierarchy of Needs. From my observation and understanding of Nando’s I would say that from Maslow’s Hierarchy of Needs, most workers are between the belonging and esteem section of the pyramid. This shows that feel accepted as part of group in their working environment and some of them may even get recognition from the work that they do.
Nando’s could try job enlargement where the workers are being given greater variety of tasks to perform which should make the job more interesting but are not very demanding. This way the workers would nit get bored and find the job that they are doing repetitive. Another way of improving output per worker could be rotation of employees, again so that they are not doing the same thing all the time. One day week they could be working on the till and another week they could be serving the food, this would motivate the workers as they have a change in environment and have a change of activity which helps employees stay motivated in new tasks.
To increase productivity, would mean increasing worker motivation you could have a bonus scheme such as worker of the month could receive a bonus. Customers can be distracted with a queuing system at peak times, by introducing a ticket system which also acts as a one free drink voucher when the customer is seated; it gives the customer an incentive to stick with its choice of restaurant especially when its competitors are nearby. This can also been seen as another way of counting customers. Competition within the workforce is another way of boost productivity, for example you could introduce an A team and B team within the workforce which would provide a challenge for the employees to maximise their strengths to deal with the demands that they are faced with at peak times. Overall, I believe that Nando’s productivity is quite and even with today’s economic climate they have still managed to stay productive and keep sales high.