Transaction Processing System

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The franchisor will still provide the support after become the franchisee of the Marrybrown. Marrybrown is operates 12 hours or more daily with morning and an night shift, so the minimum total number of crew required to operate the restaurants effectively and efficiently is about 15 crew member which cover all station in the counter, kitchen and also the dining area. The crew are required to complete the training program for one month in order to start working. So, the franchisor will assigned an experience trainer to the franchisee in order to provide a training program. The training program is provided for free but the expenses incurred are bear by franchisee such as transportation, food, lodging and employee’s salary.

The franchisor also provide the support to the franchisee in term of supplier. In order to make sure the franchisee restaurant operate effectively daily and maintain high standard, the franchisor will appoint the supplier to franchisee to purchase the specific brand of equipment and product. This is because the supplier recommend by the franchisor to the franchisee is the leader in their industry and are able to meet with the Marrybrown’s high quality and services.

Daily rule of employee

In order to create a comfortable environment and excellent service to the customer, Marrybrown franchisor has set the rule and regulation that required the franchisee to follow.

The Marrybrown franchisor will require that the business model stay the same. According to the Ado, (2015) advocated that franchisee is not just buying the right to sell the franchise product, but is buying the right to use the successful and tested business process. So, the franchisee are required to use the same uniform (refer to appendix 5). The new employee will be provided the uniform shirt, hat and nametag but pants are not included. So employee are ask to prepare their own pants and acceptable uniform pants are black dress pants. Pants like jencos, wide-legged jeans and running suits pants are unacceptable. Format uniform will easier the customer to recognized each employee and give a good perception for the customer. Nametag should also anytime to increase the communication between staff and customer while working. Furthermore, hat also play an important role as wearing the hat will prevent the hair drop into the food and give the customer a feeling that Marrybrown has pay attention in the hygiene issue. Employee are responsible in maintaining and cleaning their own uniform and are not allowed to come in to work if there are not completely dressed in uniform (shirt, pants, hat, and nametag).

Besides that, another rule is it is necessary for all the employee to wash their hand with hand wash before they start their work or after they go for toilet, this is due to hand washing can play a role in disinfection. Moreover, employee should make customer more pleasant by show smile, polite and good attitude when communicate with them.

Working schedule (Daily operation)

Marrybrown has follow the standard operating working hour like other fast food store such as KFC and Pizza Hut for all the franchisee to make the operation process more smoothly and increase the quality of service.

The daily operation hour of Marrybrown is start from 10am to 10pm (refer to appendix 6). Marrybrown is operates 12 hours or more daily with morning and night shift. The morning shift staff are require to arrive to the store earlier one hour before the store are opened for the public. For example, the service staff will start to clean the floor and arrange the chair and table in the dining area while kitchen staff will go in to the kitchen prepared the ingredient. The supervisor or manager will make sure there is enough petty cash for the daily and switch on all the light, air conditional and POS system before store open.

In 10am, the restaurant will start to serve customer when customer come in. The service staff will in the position of counter to take the order from the customer and clean the table while the kitchen staff will process the food and drink based on what customer order. The role of manager is to deal with some sudden event, such as key in wrongly for the POS system or customer complaint.

Between the times 2pm to 4 pm, each of the morning staff will give one hour for their lunch by follow the time arrangement when the night shift staff come in 2pm. The morning shift staff will knock off work at 7 pm while night shift staff will keep continuous their work. When come to 9:30, the night shift staff will start the cleaning process as what the morning staff do while the kitchen staff will clean the kitchen and report to the manager current inventory of raw material and the amount need to order and throw. Hence, the manager will execute the daily cash counting to know how much they earn for the whole day and switch off all the light, air conditional and POS system before store closed.

Daily operation schedule

Time

Persons in charge

Job description

9am-10am (10am opening)

Manager

Service Staff – morning shift

Kitchen – morning shift

Manager will make sure there is enough petty cash for the daily and switch on all the light, air conditional and POS system before store open.

Morning shift staff will start to clean the floor and arrange the chair and table in the dining area

Kitchen staff will go in to the kitchen prepared the ingredient

10am-2pm

Manager

Service Staff – morning shift

Kitchen – morning shift

Manager is to deal with some sudden event, such as key in wrongly for the POS system or customer complaint.

The service staff will in the position of counter to take the order from the customer and clean the table

kitchen staff will process the food and drink based on what customer order

2pm-4pm

All staff

(morning shift and night shift)