1 Selected Work System

Select a work system that you have first-hand experience with, it can be one of the following:

•  Your own work system as a student

•  A specific work system where you have worked

1.1    Overview of the work system

The restaurant industry is a complex work system that involves coordinating various components, including people, technology, and organizational structure, to provide high-quality food and service to customers. The restaurant where I worked was a medium-sized establishment that offered a variety of cuisines, including Italian, American, and Asian. The organization included a management team overseeing the restaurant's operations, such as hiring and training staff, purchasing, managing inventory, and developing menus.

The work system within the restaurant included various roles, such as servers, chefs, and hosts, who worked together to ensure that orders were taken, prepared, and delivered in a timely and efficient manner. The work system also included technology, such as point-of-sale systems, kitchen equipment, and inventory management systems, that supported the restaurant's operations. Overall, the restaurant work system was designed to provide customers with an enjoyable dining experience while maximizing efficiency and profitability for the organization.

1.2    Work Systems Snapshot

Report on the components of your work system using the structure below:

1.2.1    Customers

Customers play a crucial role in the work system of a restaurant. They are the primary reason for the restaurant's existence and the ultimate beneficiaries of its services. Customers are involved in the work system from the moment they enter the restaurant, as they are greeted by the host and seated at a table. Throughout their dining experience, customers interact with various members of the work system, such as servers who take their orders and chefs who prepare their food.

Customers can also provide feedback on their experience, either directly to the server or through online reviews, which can be used to improve the restaurant's operations. In this way, customer involvement is a critical component of the work system and can help drive the restaurant's success. The work system must be designed to ensure that customers are provided with high-quality food and service that meets their expectations while maximizing the restaurant's efficiency and profitability.

1.2.2    Products/Services

At the restaurant where I worked, the products and services involved in the work system focused on providing customers with high-quality food and beverages. The products offered included a variety of dishes that the chefs carefully prepared, such as appetizers, entrees, and desserts. The restaurant also provided various drinks, including alcoholic and non-alcoholic beverages. In addition to the products offered, the work system included services provided to customers like greeting and seating, taking orders, and delivering food to tables.

The restaurant also utilized a point-of-sale system to process payments and manage orders. The quality of the products and services offered by the work system was a critical aspect of the restaurant's success, as it directly impacted customer satisfaction and the establishment's reputation. Therefore, the work system was designed to ensure that the products and services provided were of high quality and met customers' expectations while maximizing the organization's efficiency and profitability.

1.2.3    Processes and Activities

The work system of a restaurant involves a range of processes and activities designed to provide high-quality food and service to customers. Some of the critical processes and activities that are part of the work system include:

• Customer greeting and seating: When customers enter the restaurant, they are typically greeted by the host, who then seats them at a table.

• Taking orders: Once customers are seated, the server inputs their order into the point-of-sale system.

• Food preparation: After placing the order, the chef prepares the food according to the specific order.

• Food delivery: The server delivers the food to the table and ensures the order is accurate.

• Payment processing: After the meal, the server processes the payment using the point-of-sale system.

• Cleaning and resetting tables: Once the customers leave, the server cleans the table and resets it for the next customers.

Process Chart:
 

1.2.4    Participants

The people involved in a restaurant work system play critical roles in ensuring the successful delivery of high-quality food and service to customers. Some of the key individuals and their roles within the work system include:

• Host: Greets and seats customers, manages the waiting list and helps to coordinate customer flow.

• Server: Takes orders, delivers food to tables, and processes payments.

• Chef: Prepares food and ensures that it meets quality standards.

• Dishwasher: Cleans dishes and equipment to ensure they are ready for use.

• Manager: Oversees the work system, manages staff and ensures that the restaurant operates efficiently.

In addition to the people directly involved in the work system, there may be others who are interested in the system's outputs but are not directly involved in the process. These individuals may include restaurant owners, investors, and customers' friends and family members. The restaurant owner and investors have a financial interest in the success of the work system, as they rely on its profitability to generate revenue.

Customers' friends and family members may also be interested in the system's outputs, as they may receive recommendations or feedback from customers regarding their dining experience. Ultimately, the success of the work system relies on the collaboration and coordination of all individuals involved, from the front to the back of the house, to ensure that customers receive high-quality food and service.

1.2.5    Information

In a restaurant work system, information is critical in ensuring that processes and activities are carried out efficiently and effectively. Information is passed throughout the system in various forms, such as verbal communication, written notes, and digital records. For example, the host may communicate information regarding the waiting list to the servers, who then relay that information to the kitchen.

Servers input customer orders into the point-of-sale system, which generates a digital record used by the kitchen to prepare the food. The kitchen may also communicate with servers regarding order status and modifications. Additionally, the point-of-sale system may be used to track inventory levels and monitor sales data, which management can use to make informed decisions about ordering and menu development.

Overall, information is a critical component of the restaurant work system. It enables individuals to communicate effectively and coordinate their efforts to provide high-quality food and service to customers.

1.2.6    Technologies

A restaurant work system relies on several technologies to ensure that processes and activities are carried out efficiently and effectively. Some of the key technologies involved in the work system may include:

• Point-of-sale (POS) system: Servers use computerized systems to input customer orders, process payments, and generate sales data.

• Kitchen equipment: This may include ovens, stovetops, grills, and other appliances used to prepare food.

• Inventory management software: This software tracks inventory levels and ensures sufficient ingredients are available to prepare menu items.

• Communication systems: These may include headsets used by staff to communicate with one another and digital messaging systems that enable communication between the front and back of the house.

• Online ordering systems allow customers to place orders and make reservations online, which can help streamline the ordering process and improve the customer experience.

• Payment processing systems: These systems enable customers to pay for their meals using credit or debit cards and other payment methods like mobile payments or gift cards.

To conclude, the technologies involved in a restaurant work system are critical to ensuring that processes and activities are carried out efficiently and effectively. Without these tools, hardware, software systems, and other technologies, providing high-quality food and service to customers would be much more difficult.
 

1.3    Other Components

Describe these additional work system components:

1.3.1    Infrastructure

A restaurant's work system requires a variety of infrastructures to support its operation. This infrastructure includes physical facilities, such as the restaurant building and equipment, and utilities like electricity and water. Without these facilities and resources, the work system would be unable to operate. Additionally, the work system relies on a network of suppliers and vendors to provide the necessary ingredients and supplies to prepare and serve food.

These suppliers may include food distributors, beverage companies, and cleaning supply companies. If these suppliers cannot deliver the necessary goods, the work system may be unable to operate. Finally, the work system relies on a trained workforce to carry out its activities. This requires investment in recruitment, training, and retention efforts to ensure enough qualified staff members are available to operate the restaurant.

1.3.2    Environment

A restaurant work system operates within a broader environmental context, including various social, economic, and cultural factors. For example, the local community in which the restaurant is located may significantly impact the work system, as it can influence the demand for the restaurant's products and services. Economic conditions, such as the availability of jobs and the level of disposable income in the community, can also affect the work system.

They can impact the restaurant's profitability and ability to attract and retain staff. Cultural factors, such as the preferences and tastes of customers in the area, can also influence the work system, as they may affect the restaurant's menu offerings and marketing strategies. Additionally, broader trends in the food service industry, such as the rise of online ordering and delivery services, may impact the work system, as they can create new opportunities and challenges for the restaurant.

1.3.3    Strategies

Based on my experience working in a restaurant, the work system likely employs several business strategies to achieve success. These strategies include cost control measures such as optimizing food purchasing, inventory management, and labour costs. Menu development is also a key strategy, as the restaurant strives to create new and innovative dishes that cater to customer preferences and dietary restrictions.

Marketing and promotions are essential to building brand awareness and attracting new customers, and the restaurant may develop engaging advertising campaigns and maintain a solid social media presence. Providing excellent customer service is critical to ensure customer satisfaction and retention, and the restaurant is likely to prioritize attentive service, accommodating special requests, and resolving customer issues promptly. Staffing strategies are also essential, and the restaurant may offer competitive wages, training opportunities, and other incentives to attract and retain top talent.

1.4    Appendix

1.4.1    Diagrams

1.4.2    Reflection

I reflected on my experiences working in the restaurant industry to develop this idea. I thought about the different components that make up the work system, such as the people involved (servers, cooks, managers), the products and services offered (food and drinks, table service), and the processes that are required to operate the restaurant successfully (such as ordering, food prep, and customer service).

Once I had identified the work system's key components, I began researching to gain a deeper understanding of how they work together. I started by reviewing the restaurant's standard operating procedures and training manuals, which outlined the various processes and protocols to ensure that the restaurant ran smoothly. I also observed the work system during busy shifts, paying particular attention to how different people and teams work together to manage the flow of orders and ensure that customers receive prompt and attentive service.

To supplement my observations and gain additional insights, I conducted interviews with other employees at the restaurant. I spoke with servers and bartenders to learn more about the customer service side of the operation, including how they interact with customers and manage their tables. I also spoke with cooks and kitchen staff to learn more about the food preparation side of the operation, including how orders are communicated between the front and back of the house and how the kitchen team manages their workflow to ensure that orders are prepared quickly and accurately.

At the end of this research process, I had a much deeper understanding of the work system involved in running a restaurant. I gained insights into the different components of the system and how they work together to create a seamless experience for customers. I also gained a deeper appreciation for the challenges of running a successful restaurant, such as managing customer expectations, coordinating complex workflows across multiple teams, and dealing with unexpected situations and emergencies.

If I were to approach this research process again, I would consider incorporating additional tools and frameworks to guide my analysis. For example, I might use Work System Theory to help me understand the different components of the work system in a more structured way and to identify potential areas for improvement or optimization. I would also consider speaking with a broader range of stakeholders, including restaurant owners, customers, and suppliers, to understand better the work system's external environment and the different interests and perspectives involved.

1.5    References

Alter, S., 2013. Work system theory: overview of core concepts, extensions, and challenges for the future. Journal of the Association for Information Systems, p.72.
Bostrom, R.P. and Heinen, J.S., 1977. MIS problems and failures: a socio-technical perspective, part II: the application of socio-technical theory. MIS quarterly, pp.11-28

Add your references to the list above and remove this paragraph, include all references that you have used to support your explanation in your own words, use the UOW Harvard system and submit your report early so that you can use Turnitin to verify you have referenced correctly. The library has information and guides on how to reference correctly: https://www.uow.edu.au/student/learning-co-op/referencing-and-citing/