Assignment description and about Sarpino's Pizzeria

We are required to interview a manager from any company or shop, this also benefits us students as we will have the opportunity to obtain experienced in some problem solving towards issues and interviewing experience.

Sarpino's Pizzeria a chain restaurant that provide Italian and western themed meals. The restaurant has many branches and franchise shops around the world.

We were able to set an interview appointment with the manager at Sarpino's Pizzeria in Puchong. Jennifer Yong Pak Cho the manager filled us in about the issues she encounter as a manager at that restaurant and methods she used to solved them.

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Manager daily roles/activities

An overview of the her daily activities, responsibility and functions as a manager:

Roles of sarpino's pizzeria franchise manager

• Planning

Think of what best for the organization and come out with a ideal on how to do it.
Estimate how many food consumption will be today
Set goals for the organization

• Organizing

Set a budget and do what best for the organization
Carry out the estimated food consumption for the day

• Leading

Motivating employee
Giving extra knowledge to employee
Solve employee problems

• Controlling and Measuring

Solving problem during work hour, before, and in the end of the month
measure the sales to the estimated sales
Take action if did not reach organisation goals.


Working Activities
- Hiring new employee
- Calculate the estimated food consumption for the day and place the orders the orders
- Make work schedule for employee
- Ensure the money is under budget
- Check and resolve customer complaints and feedback of the experience
- Make sure food and service it is up to the standard of the franchise
- Training, lecturing and motivating employee
- Monitor preparation of food and openings
- Do the financial statement

General Activities
-Planning and Organizing for a better future
-Schedule employee work
- Judge the quality of the franchise
-Implement ideals
-Update and use job - related knowledge
- Maintain good relationship with customers and staff
-Guide and train staff
-Communicate with costume, suppliers and sales reps
-Make decision and solve problems involving employee and foods
- Scheduling, budgeting and payroll administrative activities

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Profile of Manager

The profile of the manager interviewed:

Name:               Jennifer Yong Paw Choo

Date Of Birth:    January 31st 1967

Nationality:        Malaysian

Jennifer is the manager as well is the owner of Sarpino’s pizzeria franchise in Puchong, She have a passion for food, so she went into the food industry by using one of the trends in Malaysia which is through franchise because it is already well known to the consumer. She is currently having a main job and being the manager for Sarpino’s as her part time job. She is doing this because she want to challenge herself whether she will be successful or can handle the pressure as being a manager in the food industry. She is an experienced manager with more than 10 years of experience in accounting, credit control and administrative duties. She is involved in various different type of company such as F&B, construction, trading and manufacturing fields. She is very competent in finance planning, organizing and staff implementation. She believes as a manager are not working on their people but working with them, quality is always better then quantity, believe she do not train people but giving addition knowledge to them and lastly she believe that the weakness people have can always be overshadow by the strengths of people.

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Organizational structure of the organization

Organizational structure of the organization:

The organizational structure of the organization of this franchise is very simple. The manager takes orders directly from the director, therefore the supervisor sends out the rest of the orders to the others such as chef, cashier, waiter/waitress, delivery man.

so it is a functional structure where lower level listen to the upper level.

centraliaze where lower level just do whatever the upper level say.

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Company Background & Nature of business

Company Background & Nature of business: 

Sarpino's Pizzeria is a restaurant that serves Italian & Mediterranean food that was founded in 1972 by Gerry Koutougous in Victoria Bc Canada. When the restaurant was well received by the public for its quality of food, Gerry Koutougous began expanding his restaurant to other countries by using franchise. The total of restaurants over the world now numbers around 150+ and still expanding. 

*Sarpino's Pizzeria franchise in Puchong Malaysia*

The company nature of business is food services, Sarpinos provides fine dining for customers in their restaurants and delivery of their meals to a location chosen by its customers. 


Specific environment:


Customers : The customers of the restaurant are the people that define the company's  profit or loss, and its their main income. The customers taste and needs is the one that the company needs to fulfill.


Suppliers: The ingredient supplier that provides the company with the food ingredients to make it into a meal determine the cost of its meal prices.Demand from the supplier and the supplier supply of products also affects the prices of the meals.


Competitors: The competitors such as Pizza Hut, Dominos, Canadian pizza will affect the performance of the Sarpino's pizzeria in terms of sale. There are other restaurants that produce Italian dishes also that includes pizza such as Italianese restaurant and many other small restaurant that provides Italian dishes and pizzas.


 Pressure groups: Share holders of the company can affect the decision making of the company, that also affects all the franchise when a decision is made in the main company.


General Environment:


Political/Legal: The government have specific laws on the cleanliness and other F&B regulations that must be met and approved by the government to operate a restaurant in the state. 


Economic: Exchange, interest, inflation rate, disposable income affect the company the most in terms of economic, as Sarpino's Pizzeria has restaurants coverage range for more than 15 different countries, this causes ingredients prices to be different due to avability and supply in the country.


Sociocultural: In Malaysia, The important social distinction in the emergent national the culture is between Muslims and non-Muslims. Also, most of the people in Malaysia are Islamic. Sarpino's Pizzeria menu has to be change to halal to satisfied all the people in Malaysia so they can come and eat at Sarpino's Pizzeria. By doing this, It increase the number of potential customer to eat at Sarpino's Pizzeria.


Technological: Equipments for the franchise to store information has to be keep up with the main company technological advancement, so all the informational files such as accounting information will be compatibly.

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