The document discusses a study conducted on Kopibeng Coffe Shop in Kelantan to examine how their operation management practices affect customer satisfaction. The study aimed to determine if food quality, service quality, and cafe atmosphere as aspects of operation management impacted customer satisfaction. Through interviews, issues were identified with Kopibeng's location, layout, quality control, staffing, and waiting times. Recommendations were provided to address these issues, such as improving signage, changing layouts for efficiency, increasing staffing during peak hours, and setting clear time standards. The summary aims to help Kopibeng enhance their operations to better satisfy customers and ensure business success.

1. ASSCERTAINING OPERATION
MANAGEMENT PRACTICES OF
NEW BUSINESS:
AN INSIGHT TOWARDS KOPI
BENG COFEE SHOP IN
KELANTAN TO CERTIFY
CUSTOMERS’S SATISFACTION

2. PRESENTER

3. 1.
INTRODUCTION
4. RESEARCH
METHODOLOGY

4.  The aim of this research is to study on the operation management practices in new
business operation will affect customer satisfaction or not.
 This study was conducted at Kopibeng
 Begins with background of the company that brief some of information of the
company
 Followed by problem statement and research objectives to identify the problems and
the purpose of this research.
 The literature review which guides this study’s point of arguments and inquiries of
dependent variable and independent variable.
Theoretical framework table and will be formed after reviewing all the relevant
literatures.
 Research methodology that will explain how this study was conduct, and how we get
the information.

5. a) Background of the company
b) Background of the study
c) Objective of the study

6. Kopibeng was established on 15 March 2020,
by Mr. Nik Mohamed Syafiq Bin Nik Lah. Located at Pt. 8397 Taman
Semasa Lubok Jong Pasir Mas
In terms of competitors, in that area did not have any other café was
opened there but only business such as a restaurant that serves Thai
food, etc.
The operation of this café is open every day and from 10.00 am until
10.00 pm.
Kopibeng took five months to build their business and now the
business start tend to viral and this is most fascinating for us to do
some research on the products, services, and also operation
management for this business.

7. Coffee bean originates from the seed inside the coffee cherries that
emerge along with the roots of the coffee tree and it takes years for
the coffee tree to develop ('What's Coffee,' n.d.).
In 2014, the coffee community would rise strongly as a result of a
change in Malaysia 's preferences for beverages ("coffee in Malaysia,"
2014).
Coffee shops in Malaysia, including international coffee chains, local
coffee shops and individual coffee shops, are currently growing,-.
Such coffee shops happen to be in the city of Kota Bharu and are
now being expanded to other regions, including Pasir Mas, Pasir Hor,
etc.
Starbucks, Coffee Bean, Tea Leaf, Dôme, San Francisco, and
Espressamente Illy are Malaysia 's five most famous coffee chains

8. 1. To examine does operation
management practices which is
food quality affect the
customer satisfaction
2. To determine whether
operation management
practices which is service quality
affect the customer satisfaction.
3. To find out whether café
atmosphere in operation
management practices affect the
customer satisfaction.

9. Nowadays, the customer especially in youthful ages see coffee as not a
drink, however a self-conscience.
Service quality, food quality and café atmosphere plays an important
element towards measuring the customer satisfaction.
According to Oliver (1980), customer satisfaction plays an important role
in buying intention as satisfaction affect future purchase probabilities. In
addition, behavioral intention are directly subject to the customer
satisfaction.
This studies is conducted to study the influence of service quality, food
quality and café atmosphere that will affect customer satisfaction towards
behavioral intention of the customers which directly relate from the
operation management practices by the company.

10.  Literature review on customer satisfaction and operations
management practice (dependent variable) and food quality,
service quality and cafe atmosphere (independent variable).
Operation management practices
Quality management
Location strategy
Layout design and strategy
Customer satisfaction
Food quality
Service quality
Café atmosphere

11. Qualitative techniques which is interview.
 According to McNamara (1999) , interviews
are particularly useful for getting the
experience behind of participants experience.
We have use informal, conversational
interview which no predetermined questions
were asked but to remain open and adaptable
as possible to the interviewee’s priorities and
during the interview the interviewer goes with
the flow.

12. A) LOCATION
- nearby MARA Higher Skill College and Pasir Mas
Administration area
- no signage at the outlet
- not update their location in Google Maps
- have to cross several intersection to reach the outlet

13. B) LAYOUT
- incompatible location for kitchen, ordering area and pastry area
- workers must go through few corners to serve food and beverages
- ordering area is narrow and workers are commute to deliver order

14. C) QUALITY CONTROL
- using ready processing food at nearby supermarket
- loud and noisy atmosphere caused by ice blender
D) SHORTAGE OF STAFF
- put more staff at wrong operation hours (2pm-4pm)
- the staff are not sufficient in number to cater all customer at
peak hours (12pm-2pm)

15. E) WAITING TIME
- owner said the food and beverages will served in 10 minutes
- actual time is more than 15 minutes

16. A) LOCATION
- must install signage as soon as possible
- signboard at the high traffic areas in Pasir Mas
- update the location in Google Maps

17. B) LAYOUT
- needs to change the position
of the kitchen, ordering area
and pastry area to ensure the
efficient of food distribution
system
PRESEN
T
RECOMMENDATI

18. C) QUALITY CONTROL
- hired an experience barista
- staff must dressed appropriately
- training the staff to meet appropriate times in serving food
and beverages
- must invest high quality equipment
- upgrade the ideas of atmospheric (music, coffee aroma etc)
- create the Activity On Node (AON) to have a efficient service
process

19. D) SHORTAGES OF STAFF DURING PEAK HOUR
- make 2 (two) sets of work schedule
a) more staff in weekdays at peak hours (10am – 2pm)
b) more staff in weekend at peak hours (12pm – 10pm)
E) WAITING TIME
- should set standard maximum time to complete order
- enhance their skill by continuously train
- pre-prepare the raw materials

20. More and more people are entering the cafe business and this business is expanding especially in the urban
areas. Not missed this opportunity, the owner of Kopibeng outlet, opening of the cafe in Pasir Mas because
there are no competitors in that area, and it has a lot of prospects who are students from MARA Higher Skill
College and workers from Pasir Mas District Council.
The issues that we have been identified and several recommendations to address this issues:-
 location
 layout
 quality control
 shortage of staff
 waiting time.
Hopefully this recommendation could be implemented by the owner in order to be prove the quality of
Kopibeng operations.
Customer satisfaction will determine the success or failure of the business.
We hope that our sincere recommendations towards the business does not make the owner to lost the spirit
to develop his business. This is because we hope that this business will become success and sustain in the
future.

22. THANK YOU