2. Fore Pizza Business Management Manual

3. Fore Pizza Business Management Manual Revised 3-March-2008 Contents of this Manual: Company History Our Quality Policy Business Management System (BMS) Scope Our Organization Structure Our Business Processes

4. Fore Pizza Business Management Manual Revised 3-March-2008 Our Company History We were originally founded by Ty Webb and Danny Noonan as a way to spend some of Ty’s excessive family wealth. We opened our first store in 2003 in the abandoned caddy shack at Bushwood Country Club in Tampa, FL. After our unexpected initial success we asked our first employees, Krusty the Clown and Eric Cartman to help us expand our business. In 2007 we opened new stores in Springfield, MA and South Park, CO. We hope to grow further and expand to new markets by using our quality policy and management system.

5. Fore Pizza Business Management Manual Revised 3-March-2008 Our Quality Policy It is our policy to put the customer first. Our goal is to satisfy every customer every time. To do this we must constantly ask our customers and our employees how we can be a better company. It is our management team’s primary job to ensure that every employee is actively involved in achieving this goal.

6. Fore Pizza Business Management Manual Revised 3-March-2008 BMS Scope The scope of our management system covers the creation and delivery of pizzas and other related food and beverage products to meet our customers’ requirements Our businesses are located at: 111 Bushwood Drive, Tampa, FL 459 Simpson Blvd., Springfield, MA 323 They Killed Kenny Way, South Park, CO

7. Fore Pizza Business Management Manual Revised 3-March-2008 Organization Structure

8. Fore Pizza Business Management Manual Revised 3-March-2008 Top Management Business Planning, Marketing, Management Review, Preventive Action Corrective Action System Internal Audit Program Hiring, Training and Development Purchasing and Inventory Management Facility and Equipment Maintenance (outsourced) Satisfied Customer & Feedback Pizza Delivery Pizza Creation Order Scheduling Customer Ordering Hungry Customer Our Business Processes (Click on any process to see details)

9. Fore Pizza Business Management Manual Revised 3-March-2008 Process Customer Ordering Order Scheduling Hiring, Training and Development Supplier(s) Customer Orders Store menus and topping list Average pizza wait time report Input(s) Accurate and complete customer order details processed in under 5 minutes Order Scheduling Customer(s) Output(s) Phone order work instruction Email order work instruction Methods: Phone Systems Email Server Ordering associates Resources: Complaints for inaccurate orders Average customer wait time on phones Email processing time Metrics: Process Owner: Operations Manager and Store Managers

10. Fore Pizza Business Management Manual Revised 3-March-2008 Process Process Owner: Operations Manager and Store Managers Order Scheduling Customer Order Process Purchasing and Inventory Management Hiring, Training and Development Supplier(s) Customer Orders Inventory availability report Pizza cue report Pizza delivery report Input(s) Accurate and complete pizza creation and delivery schedules updated every 10 minutes Average Pizza wait time report updated every 10 minutes Pizza Creation Pizza Delivery Customer Ordering Customer(s) Output(s) Order Scheduling work instruction Methods: Inventory and scheduling database GPS delivery database Scheduling Associate Resources: Complaints for inaccurate orders Average pizza delivery time Metrics:

11. Fore Pizza Business Management Manual Revised 3-March-2008 Process Pizza Creation Customer Scheduling Process Purchasing and Inventory Management Facilities and Equipment Maintenance Hiring, Training and Development Supplier(s) Customer Orders Inventory availability report Pizza cue report Customer feedback – pizza quality Input(s) Pizzas created to customer requirements New product ideas Pizza Delivery Our Hungry Customers Management (new product ideas) Customer(s) Output(s) Pizza Creation work instruction Methods: Pizza ingredients Inventory Pizza preparation equipment Pizza Ovens Pizza Creation associates Resources: Complaints for inaccurate orders Average pizza creation time Customer feedback – pizza quality Safety Incidents Wasted inventory reduction Metrics: Process Owner: Operations Manager and Store Managers

12. Fore Pizza Business Management Manual Revised 3-March-2008 Process Pizza Delivery Pizza Creation Process Ordering Scheduling Process Hiring, Training and Development Supplier(s) Pizzas for delivery Pizza delivery report Input(s) Pizzas delivered safely, hot and within 30 minutes of order Our Hungry Customers Customer(s) Output(s) Pizza Delivery work instruction Methods: GPS delivery database Company delivery vehicles GPS devices Pizza Delivery associates Resources: Complaints for late orders Average pizza delivery time Customer feedback - pizza delivery Traffic ticket rates Accident rates Metrics: Process Owner: Operations Manager and Store Managers

13. Fore Pizza Business Management Manual Revised 3-March-2008 Process Process Owner: Purchasing and Inventory Manager Purchasing and Inventory Management Hiring, Training and Development Supplier(s) Ingredient inventory levels Customer feedback - pizza quality Input(s) Pizzas created to customer requirements Ordering Scheduling Process Pizza Creation Process Customer(s) Output(s) Purchasing and Inventory Management Procedures Methods: Inventory and scheduling database Business forecast reports Purchasing and Inventory Associates Resources: Inventory accuracy Ingredient spoilage costs Customer feedback – pizza quality Metrics:

14. Fore Pizza Business Management Manual Revised 3-March-2008 Process Process Owner: HR Manager Hiring, Training and Development Management Supplier(s) Business Forecast report Customer Feedback Training effectiveness results Employee Feedback Input(s) Effective training methods Employee Development Plans related to business objectives Competent LEADERS Competent workforce Motivated workforce Satisfied workforce Diverse workforce Management Process Owners Employees Customer(s) Output(s) Workforce competency, motivation and satisfaction procedure Employee hiring process Trainer Certification Program Methods: Certified Trainers HR Manager Resources: Ability to achieve Business Objectives Employee Satisfaction survey results Cross training analysis Diversity analysis Metrics:

15. Fore Pizza Business Management Manual Revised 3-March-2008 Process Process Owner: Operations Manager Facilities and Equipment Maintenance Management Supplier(s) Business Forecast report FDA regulations Input(s) Facilities clean and organized Adequate capacity and utilization of food preparation equipment and ovens Efficient energy use Process Owners Employees Customer(s) Output(s) Methods: PM Database Outsourced Maintenance Program Resources: Government inspection results for sanitation and safety Safety incident rates Reduced Energy Consumption Metrics:

16. Fore Pizza Business Management Manual Revised 3-March-2008 Process Process Owner: Business Improvement Manager Internal Audit Program Process Owners Supplier(s) Business Performance Trends Process Performance Trends Previous Audit Results Customer Feedback Corrective Action Results Employee Feedback Risk analysis New product introductions Input(s) Value added audit findings Improvement Ideas Preventive Actions Management Process Owners Customer(s) Output(s) Internal Audit Program Procedure Methods: Internal Audit Team Business Improvement Manager Business Improvement Coordinators Resources: Audit effectiveness survey results Metrics:

17. Fore Pizza Business Management Manual Revised 3-March-2008 Process Process Owner: Business Improvement Manager Corrective Action System Process Owners Supplier(s) Customer Complaints Internal Audit findings Internal problem reports Government inspection findings Input(s) Permanent solutions to internal problems and customer complaints Risk reduction Management Process Owners Customer(s) Output(s) Corrective Action Procedure Methods: Business Improvement associate Business Improvement Manager Resources: Repeat complaints RPN reduction Metrics:

18. Fore Pizza Business Management Manual Revised 3-March-2008 Process Process Owner: President Management Process Owners Supplier(s) Business Performance Trends Process Performance Trends Internal Audit Results Customer Feedback Corrective Action Status Employee Feedback Risk analysis New product ideas Input(s) Improvement Plans Employee Development Plans Preventive Actions New Products Business Forecast report Our Hungry Customers Employees Customer(s) Output(s) Balanced Scorecard Management Review Data Sheet Market analysis (SWOT) Methods: Management Team Resources: Ability to achieve Business Objectives Metrics: