必胜客餐厅的运营管理研究

The Study of the Operational Management of Pizza Hut Restaurants

本文以英国伦敦一家必胜客餐厅作为研究案例,通过对其运营系统的系统调研,从而在布局、流程与执行三个层面来立体探究必胜客高度标准化与制度化的门店运作体系。借以相关运营管理理论方式以及模型对照,进一步发掘这一代表性快餐餐厅的运营模式卓越之处。此外,本文还特别关注到了人力资源对于运营系统所产生的关键性影响,将这一因素作为构建完整模型的关键组成维度,在现实意义背景下探索了连锁快餐餐厅的运营管理的前进之道。

The essay uses a Pizza Hut restaurant in London,UK,as a case study.Through a systematic study of its operational system,the paper provides a three-dimensional picture of Pizza Hut's highly standardised and institutionalised shop operation system at three levels:layout,process and execution.The theoretical approach to operations management and model comparison are used to further explore the operational excellence of this representative fast food restaurant.In addition,the paper also focuses on the critical impact of human resources on the operational system,and uses this factor as a key component in building a complete model to explore the way forward for the operational management of fast-food restaurant chains in a realistic context.