Company background

The founder of Mad Grill, Mr. Shahiraj Chowdhury was planning to open a restaurant in Sylhet
in 2014. Before that he was working in Tarana and Thai Lounge which was situated in London
United Kingdom. He earned a great experience and get to know a lot of information about
restaurant management by working there. And when he came back to Bangladesh, it became
easier for him to open a good restaurant in Sylhet. In 2015 he came back to Bangladesh and
started observing the existing restaurants in Sylhet. After a month of observation in all restaurant
service in Sylhet, he started finding a proper place for his restaurant. But the kind of place he
wanted for his restaurant was so expensive that he couldn’t afford it. In May 2016 he found a
place in Noyashorok which was not his desired place but it was affordable for him. The place
was about 800 square feet. He decided to keep 600 square feet for seating arrangement and 200
square feet was for the kitchen. In 26th July, 2016 he started his restaurant, Mad Grill with 3
chefs, 2 assistant chef and 2 cleaners. On the very first day of its business, Mad Grill was opened
at 3pm and closed at 9.30 pm because of the food ran out. And unfortunately almost 50 people
were waiting outside the restaurant.
The Mad Grill restaurant is sole proprietorship business in Sylhet. Mr. Shahiraj Chowdhury, the
only owner of this business who started the restaurant alone and runs it single handedly. Because
of being the only owner of this restaurant, he has the right and the complete ability to take
decision for his business and only he will be the responsible for any kind of profit or loss in his
business.
Overview
Established On : 26th July, 2016
Founder : Mr. Shahiraj Chowdhury
Types of Industry : Food & Restaurant
Location : Nayasharak, Sylhet.
Employee : 22
Mission

Vision

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 Objective of the study
 To get practical knowledge from an existing business.
 To know about the strategic plan of the organization.
 To better understand the organizational perspective and their clients.
 To understand the implementation of the academic knowledge in the practical field.
 To know why an organization’s customers are the important stakeholders.
 To understand how the organization should make their customers satisfied with their
services.
Research methodology
To better understand of the concept, thoughts and the in-depth information of the organization,
we did a qualitative research on Mad Grill. We got our data and information about the business
through the interview and a general observation. We collect primary and secondary data from the
interview and observation. Before going for the interview we prepared a questionnaire on some
specific sectors of the business. We prepared different questionnaire for different department of
the organization. For example, we prepared a questionnaire for sales and marketing. Than
another questionnaire has been prepared for the HRM department of the organization and so on.
We went there 3 times for collecting the data.
Primary data: Through our interview we get to know some in-depth information about the
organization which the company may not spread it in public.
Secondary data: All the published data are the secondary data. We collected some secondary
data from online.
Limitations
 There are some information related to kitchen which are confidential. That’s why we
could not get them from the owner and manager.
 The organization was secretive about their financial data. That’s why our report has less
information about financial management of the organization.
 We had very limited time to take the interview of the owner and staffs. Because of the
limitation of time, our interview was not good enough to get much information about the
organization.
Stakeholder analysis
Stakeholders are all those who need to be considered in achieving project goals and whose
participation and support are crucial to its success. So identification of all stakeholders is an
important activity of the project manager to ensure project success. A stakeholder analysis is a
process of finding out and identifying these people whose level of participation, interest for the
company and the power can affect and influence the organization.

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Minimal effort: The stakeholders who have less interest in the organization and less power to
influence the business are the stakeholders of minimal effort. These stakeholders of Mad Grill
are the suppliers of raw materials. Raw materials supplies have less interest in the business and
has less power to affect the strategy of the organization.
Keep informed: These are those stakeholders who have high interest to the organization but has
low power of influencing the business. These are the waiters of the restaurant. Waiters have
enough interest to bring changes in the restaurant but they don’t have enough power to bring any
changes in the restaurant.
Keep satisfied: the people who have less interest in the business but high power to influence its
strategy are the stakeholders whom the organization should keep satisfied always. For Mad Grill
restaurant these stakeholders are their customers who have less interest in their restaurant but
have the ability to influence its profit and loss.
Key players: they have the complete power and the interest in the organization who can take the
decision and can influence the business easily. They are basically the shareholders of the
business. For Mad Grill the key players are the owner of the restaurant who has the full interest
towards the restaurant and can take the decision or can bend the strategy or bring any kind of
changes in the organization.
SWOT analysis
Strength
1. Taste and quality: If you consider about the other restaurant in the Sylhet city from the
basis of taste and quality then you might give the highest priority to the mad grill restaurant.
Other restaurant provides tasty and quality food but they can’t maintain in their all food but the

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mad grill restaurant maintains taste and quality food in their every product line. Every positive
post of Sylhet foodie gives proof of their test and quality.
2. Variation of food: In the mad grill restaurant you get every types of food under a one roof
which is not possible in other restaurant. From pizza to burger rice types food everything is
available in the mad grill restaurant.
3. Comfortable environment: In the mad grill restaurant there has a good decoration which
give positive feedback from their customer. Their decoration is not so much but its make
comfortable environment that’s why it’s a strength for them.
Weakness
 High price: For ensure quality and testy food they need to set the high price for their
service when you compare with another restaurant. That’s why some time many
customers avoid their food.
Opportunity
1. Customer psychology: Now a day’s people want to spent their times with their family or
friends in a restaurant. But before that time people spent their time in the park or other places.
Mainly now it come like a trend. So, for this kind of trend is a opportunity for the mad grill
restaurant for high level sell.
Threats
1. New competitors and high competition: In the Sylhet region many restaurants start their
journey because it is a profitable business now. Every time new types of food with new test make
a strong threat for them so, it’s a risk for the mad grill restaurant.
2. Employees turnover: Employees turnover is a threat for every organization. If you
consider about the chef turnover than it’s a big threat for mad grill restaurant because with this
their food test is also change.

Porter’s five forces analysis

Bargaining power of buyers: Moderate
The customers of Mad Grill have various options to switch the restaurant. Because there are a lot
of restaurants available in Sylhet which are enough attractive to the people. But very few
restaurants are there which has the best quality food in a reasonable price and Mad Grill is one of
them. So, customers have moderate power to switch the restaurant.
Bargaining power of suppliers: Low
The raw materials of food that the suppliers provide to the restaurants is available in all the local
markets. So, the restaurant can get the raw materials easily from anywhere. That’s why suppliers
have less power.

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Threats of substitute: High
There are a lot of restaurants available as substitute of Mad Grill. As Mad Grill’s food is a little
bit expensive than others, there are some restaurants which have similar kinds of food in less
price. So that’s why they have high threats of substitute.
Threats of new entrants: High
Entering in the food and restaurant industry, especially in Sylhet region, is not a big deal for
anyone. If anyone have good experience of hotel management, a good amount of capital and
good business plan than it’s easy for everyone to start a restaurant business here. That’s why in
this case, threats of new entrants is high.
Industry rivalry: High
Mad Grill has a lot of competitors. Be it any old restaurant or any new restaurant or any
upcoming restaurant all of them are can give enough competition to this restaurant. There are
some Indian restaurants who are the direct competitors of Mad Grill. Such as Kebab Cottage,
Kababia, Undal etc. as Mad Grill also serves continental items, continental restaurants can also
give huge competition to them. For example, Snack’s lane, Creamo coffee, Kazi asparagus etc.
Value added chain model

Recommendation
1. Stop to produce the coffee as it doesn’t run that much well. Meanwhile, to start some
dessert items.
2. They should open their own food delivery service. They have the market demand and
they can use the demand to increase their sale to gain more profit.

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 Introduction
Now a day, the food choice of the people of Bangladesh is changing the Mad Grill is a
comfortable place with delicious foods. It is located in Manik Pir Tila Rd, Nayasarak PointSylhet
3100.Verities of food are available to taste. It is famous for its delicious food and quality of
service. They offer hygienic food to their customers. As a result they have been able to grab a
very good number of loyal customers. Whenever they offer any new item or make any special
offer, they keep this customer segment in their mind.
Methodology
It deals with the process of doing the assignment. Here we mainly followed secondary data
collection process. We arranged our information from the web. But some information like
number of employees, products and services etc. was not available in the web. To collect that
information, so I interviewed there personally and collect the required information through
primary data collection process.
Objectives
Every report has some objectives and to fulfill those objectives people do the assignment. My
first objective is to know about supply chain and operational strategy of Mad Grill. The
objectives of the study are given below:
 To have a specific knowledge about the company’s supply chain and operational process
Limitations
While doing the assignment we also faced some limitations. They are given below:
 Lack of necessary information in the website.
 Mad Grill employees not that much interested to share their supply chain and operational
information.
Supply chain management of Mad Grill
Supply chain management is the management of the interconnection of organizations that relate
to each other through upstream and downstream linkages between the different processes that
produce value in the form of products and services to the final consumer. Mad Grills supply
chain management produces benefit such as higher profit new efficiencies as well as it enables
companies to better manage demand carry the right amount of inventory and dealing customer
demand in the most effective way possible. Mad Grills supply chain management consists-
1. Raw materials
2. Suppliers
3. Restaurant location
4. Customer

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There are some key supply chain processes that they take into consideration to effectively
manage them.
 Customer relationship management: their main target is to satisfy the customer. Staffs of
the restaurant always behave politely with the customers and observe if any kind of
troubles the customers are facing. The staffs also ask them how the food was and they
take feedback about the food and how can they improve.
 Demand management: it is an important task that analyst must perform well. The mad
grill is ensuring to determine the future demand and the current demand to prevent waste
in the supply chain.
 Product development: they take feedback from the customers that what are their demands
and always try to improve their products which influence the product line extinctions. Ex:
recently they are making some platters for their customers.
 Supplier relationship management: If you want to produce your products on time on
budget you need a solid relation with every one you are outsourcing to in the chain. The
mad grill has grater relationship with supplier so that they can fulfill the demand of
customers in time without any delay.
 Order fulfillment: usually when the staffs take order they take 20 minutes for their service
time but in kitchen chefs get 15 min for making the food. They always serve the hot food
to the customers.
Operation strategy of The Mad Grill
“Operations strategy concerns the pattern of strategic decisions and actions which set the role,
objectives and activities of the operation”. The Mad Grill needs meats, vegetables & masala to
make the desire foods. They purchase the meats from the Bengal Meat quarterly of a month.
They import some vegetables from foreign market on the basis of quarterly of a month and they
buy some vegetables on a daily basis from local market. They have 3 main chefs, 6 assistant
chefs, 3 cleaners, 9 staffs and one manager. When a customer’s comes staff takes order from the
customer. They take the order and take 20 minutes for the service time. Then they pass the orders
to the chefs. The chefs take 15 minutes to make the food properly and to serve properly. They
forecast proper demand to prevent the wastage of food. They can reserve stock for their raw
materials for a week.
Conclusion
Supply chain & Operation management function exists in every organization. It is concentrating
on achieving the processes of transformation of raw materials into a finished product. Moreover
effective operation management enhances performance in the process. The Mad Grill is one of
the most famous restaurants in Sylhet. In their operational strategy they decided to reduce costs,
improve product quality, punctual delivery of their product to customers and continuous
performance of all operational aspects of company. Every employee have to work together to
ensure that the strategy reaches its objectives. All the processes in The Mad Grill reflect the
needs of the customers and products are designed taking into account high quality, speed of
service and cost. The Mad Grill working together with suppliers that fulfill all the standards of

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quality to satisfy customers’ needs of fast served quality products their strategy incorporated
just-in-time system. As a result the restaurant is serving fresh food in a short time.

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 Army Institute of Business Administration (AIBA), Sylhet
Course: Strategic Management
Instructor: Khan Muhammad Muhiuddin
Organization: THE MAD GRILL
Department: supply chain & operation management

Particulars of respondents:
Name:
Age:
Gender:
Post: Owner.

Questions:
1. What does consist in your supply chain management?

2. Does your supply chain bring you any benefit?

3. What are the processes you are following to make your supply chain effective?

4. What are your staffs are doing to ensure CRM?

5. What did you do after taking the feedback from customers?

6. What about you and your suppliers’ relationship?

7. From where you get your raw materials for your operation management?

8. How many employees do you have to fulfill your operational activities?

9. Do you have any reservation for the raw materials?

10. How many times do you take to serve the food properly?

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 Introduction
Human resource management is the strategic approach to the effective management of people in
a company or organization such that they help their business gain a competitive advantage. It is
designed to maximize employee performance in service of an employer's strategic objectives.
Human resource management is primarily concerned with the management of people within
organizations, focusing on policies and systems. HR departments are responsible for overseeing
employee benefits design, employee recruitment, training and development, performance
appraisal, and reward management, such as managing pay and benefit systems. HR also concerns
itself with organizational change and industrial relations, or the balancing of organizational
practices with requirements arising from collective bargaining and governmental laws.

The overall purpose of human resources is to ensure that the organization is able to achieve
success through people. HR professionals manage the human capital of an organization and
focus on implementing policies and processes. They can specialize in finding, recruiting,
training, and developing employees, as well as maintaining employee relations or benefits.
Training and development professionals ensure that employees are trained and have continuous
development. This is done through training programs, performance evaluations, and reward
programs.

We select The Mad Grill restaurant for our project but this restaurant has no HR department
because it is a very small size business. All types of recruiting and training done by its owner.
So, in this report I try to make their HR department with different types of activity like as
organization structure, amount of the employees, training for the employees, recruiting process,
reward system and job security etc. Every kind of process made depend of restaurant owner and
employee’s conversation with us.

Objective of the study

The main objective of the study is to know how they manage the human for run their business
and what types of support they provide.

There is also some objective like as,

1. To know the organization structure.

2. To know the recruitment process and requirement.

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 3. To know about the training and motivation.
4. To know the job security.

Methodology

I took help from different types of sources for making this report like as,

1. Primary data- I took interview of the owner of mad grill restaurant and talking with the
waiter for collect data.
2. Secondary data- Secondary data is collected from their Facebook page.

Limitation of the study

For security and secret purpose, they can’t provide every kind of information like as,

1. I can’t talk with their chef.

2. I can’t know exactly what they are doing in their training session.

The mad grill restaurant structure

Owner

Cashier

Chef Waiter

The mad grill restaurant employees’ amount

Total employees amount of this restaurant is 22.
1. 1 cashier.
2. 3 chefs.
3. 6 assistant chefs.
4. 3 cleaners
5. 9 waiters.

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 The mad grill restaurant recruiting requirement
For joining in the mad grill restaurant every employee needs those requirements:
1. Experience person will be more preferable.
2. Attitude (behavior, appearance, gesture posture)
3. Communication skill.
4. Education requirement.
A. Kitchen staff & waiter (class 8 to above)
B. Cashier or manager (Based on experience)
5. Must be Bangladeshi citizen.

The mad grill restaurant recruiting process

Provide
Mutual select a Face to Cheaking select
joining
hiring qualified face the the
date and
process person interiews papers person
dress
Mutual hiring process: For hiring person the mad grill restaurant uses internal process. Like as
one waiter suggest another person as a waiter. They don’t give any circular in the paper or
Facebook page.

Select a qualified person: Select a qualified person means they match person with their
requirement like as educational background, attitude and communication skill.

Face to face interview: Face to face interview means they talking with the candidate. Like as
cheak their gesture posture their attitude etc. They cheak that is he possitive or negetive for the
restaurent.

Cheaking the papers: In this part they chek their paper like as education certificate, national id
card etc.

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Select the person: After all those cheaking they finaly select the person for their restaurent who
can provide satisfied service to their customer.

Provide joining date and dress: Then they provide employees joining date for the job and provide
the perfect size dress for his employees. Here dress is mandaory for all employees.

Employees training

In the employees training part they provide different types trainig for different types employee.
Like as for chef taining when they start their business they did not lounch their food menu, fast
15 days they test the chef food and provide suggetion for their food and after select all food test
they lounch their food menu. On the other hand for waiter training they first recruit small amount
of waiter and in the service time they try to understand their waiter that what types of service
they want to provide. And provide how take order how provide the food to the customer and how
they talk with their customer.

Importance of motivation

There are several reasons why employee motivation is important. Mainly because it allows
management to meet the company’s goals. Without a motivated workplace, companies could be
placed in a very risky position. Motivated employees can lead to increased productivity and
allow an organisation to achieve higher levels of output. There are also some reason for
motivation like as,

1. High level of activity.

2. Low employees turnover rate.
3. Good image of the organization.
4. Positive for achive organization goal.
5. Make good relationship among the employees.

Employees motivation

Their has no particular process for employees motivation but some kind of activity which
automaticaly provide employees motivation. Like as,

1. Proper lunch & dinner: They provide their employees two times food which is healthy
food. Some organization don’t ensure their employees food bt the mad grill always

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 maintain proper food for their employees. So this kind of activity make employees
motivated for their job.
2. Reasonable salary: The amount of salary is almost high when we compare it with other
restaurent, although we don’t know the exect amount of the salary bt its high. Not only
waiter they provide resonable salary to their chef because they want serve quality food so
they need good chef for it. So, reasonable amount of salary is also a one kind of
motivation for the employees.
3. Employees participation: When they want to lounch new food then the chef make food
and they provide it to their owner than owner test the food and if owner give the positive
feedback than chef discuss it with waiter about the decoration. So, every level of people
can give their openion and it’s a big motivation for employees.
4. Customer tips: Customer tips is a big motivation for their waiter. Some customer
sometimes provide tips for their good service and positive behavior. So this kind of extra
income provide waiter motivation.

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 Army Institute of Business Administration (AIBA), Sylhet
Course: Strategic Management
Instructor: Khan Muhammad Muhiuddin
Organization: THE MAD GRILL
Department: HRM

Particulars of respondents:
Name:
Age:
Gender:
Post: Waiter.

Questions:
1. How long have you worked for mad grill?

2. Do you feel positive with your dress?

3. Do you happy about your salary?

4. Are you satisfied about working hour?

5. What do you think about your working environment?

6. Do you get any kind of job training?

7. Do you feel working stress?

8. When you compare your salary with other employees than are you satisfied?

9. Do you feel positive with your owner?

10. Are you satisfied with your lunch and dinner?

11. What is the main reason for working here?

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 Army Institute of Business Administration (AIBA), Sylhet
Course: Strategic Management
Instructor: Khan Muhammad Muhiuddin
Organization: THE MAD GRILL
Department: HRM

Particulars of respondents:
Name:
Age:
Gender:
Post: Owner.

Questions:
1. Which types of peoples do you want for your organization?

2. Which types of job do you offer for your organization? Part time/ full time?

3. What is the recruitment process for your organization?

4. What do you think? They are satisfied with their job?

5. Have you attached any training program for your employees?

6. Do you feel the training session have helped to improve your work efficiency?

7. Do you think that motivation is an important part for any organization?

8. Do you want to motivated your employees? Yes/ No?

9. What are you doing for motivated your employees?

10. Have you face any problem for motivation?

11. Is there any bonus option available for your employees?

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12. Are there any extra facilities available for chef? If yes than which types of facilities?

13. Which things do you like and which things you don’t like of your employees?

14. What is your back up plan if any employee is absent?

15. If there are any option that change in your recruitment process, then where do you want
to change? And why?

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