The aim of the thesis is to suggest recommendation to optimize and increase efficiency in a process of catering ordering in a company Express Deli by using methods of lean six sigma. The work is built as real project od lean six sigma using some methods of the methodology lean six sigma. In the theoretical part of the thesis, methods of lean six sigma used in the practical part, are described. These methods are mainly methods of process mapping. Each chapter is a step of DMAIC methodology. Core part of the thesis is process mapping at a customer side, so in the other part there are all recommendations directly focused on customers requirements. The results of the work are suggested proposals for process improvement. Some of them were implemented during the project.

This thesis deals with a employee catering system in the Czech Republic. The first part provides a brief history of catering and identify ways to ensure catering for employees in the Czech Republic. The thesis focuses on the use of vouchers. It analyzes the attitude of employees, employers and owners of restaurants on the vouchers. At the end are defined effects on employees, employers and restaurant, in case the tax advantage of meal voucher was cancelled. The thesis includes an illustrative example of the impact of a particular restaurant.

Baker and Wurgler(2004) propose a new view on dividend policy called a catering theory of dividends. Managers cater to investors by paying dividends when investors put a stock price premium on payers, and by not paying when investors prefer nonpayer. We connect the catering theory and the difference in the market structure among countries, and want to know in which market structure managers are more willing to care about investors’ demand and then decide to pay dividends or not. First, our study indicates that the catering theory of dividends proposed by Baker and Wurgler (2004) exists around the world. Second, our study shows that managers in a country with a developed stock market, with higher protection and with lower tax advantage pay more attention to what investors desire on dividends, while managers in the higher ownership concentration group care less about investors demand.

The aim of this thesis is to analyse employee meals, its importance and various possibilities to organize it. The theoretical part explains the basic terms and briefly describes the general problems of the catering industry. The thesis deals with the employee meals, describes the historical development, the importance, the legislation, different possibilities of employee meals and their characteristics. One chapter handles with contemporary trends of employee meals, catering supplies and voucher system. The practical part analyses the results of the questionnaire survey.

La presente investigación se basó en el análisis del proceso productivo de raciones de comida en la empresa “Talara Catering Service” S.A.C. de Talara, en Piura, que actualmente presenta una demanda insatisfecha, además de tener un área de producción que evidencia una incorrecta distribución y un proceso productivo que requiere de una mejora en su metodología de trabajo. Este análisis consiste en diagnosticar la situación actual de la empresa, identificando los principales problemas del proceso de producción, que impiden aumentar la cantidad de raciones generadas, con la finalidad de evaluar y proponer un plan de mejora. Mediante la metodología de estudio de trabajo, estudio de tiempos y movimientos y diagramas de procesos, se determinó como cuello de botella la etapa de habilitación, con un tiempo de 205 minutos, realizada de manera manual por los trabajadores; una capacidad ociosa de 0,516 raciones/minuto y una eficiencia de línea de 28,19%; además se realizó el diagrama de recorrido donde se detectó un incorrecta distribución de planta, generando con ello 13 cruces en la ejecución del proceso y demoras en la producción. Dado que la satisfacción de los clientes es un punto clave para la empresa, se cuantificó dicho dato mediante el método del indicador NPS, teniendo como resultado un factor de 80,65%. Una vez identificado los problemas, se propuso una nueva distribución de planta, así como nuevos métodos, lo cual reducirían movimientos dentro de proceso de habilitación y, por consiguiente, el tiempo del cuello de botella, el cual bajó hasta 164,27 minutos; posteriormente se presenta un análisis comparativo entre indicadores de producción de la situación actual y la propuesta de mejora, donde el indicador de eficiencia física incrementó un 7,63%; y la capacidad utilizada incrementó un 14,5% logrando aumentar los indicadores de producción y reducir tiempos de proceso. De esta manera la evaluación económica nos indica un TIR de 40,90% y el VAN es de S/640 967,59, con un coeficiente de beneficio/costo es de 1,04 permitiendo que la propuesta de mejora sea rentable, con un periodo de recuperación de la inversión de un año y cuatro meses, obteniendo un incremento en la producción de 831 raciones al día, produciendo 4,204 raciones/día con una eficiencia del 62,001%. / Tesis

This paper tests a revenue catering theory under which investors have time-varying demand for revenue growth and managers will cater to this demand by delivering higher revenue when investors place a higher premium on revenue. I document the time-series variation in the "revenue surprise premium" - a proxy for investor demand for revenue growth, where the "revenue surprise premium" is measured as the earnings announcement period stock return response to good news in revenue after controlling for news in earnings. I investigate whether managers cater to the time-varying "revenue surprise premium" by meeting or beating market expectations of revenue. I find evidence consistent with revenue catering behavior. Firms are more likely to meet or beat analyst forecasts of revenue when the previous quarter's revenue surprise premium is high. I also find evidence that firms use aggressive revenue recognition practices when catering to investors. The results are most pronounced among firms in high-tech and health sectors whose revenue surprise premiums are higher relative to other sectors.

Inledning – efter tre års studier vid Grythytte Akademi fick författaren erbjudande om att vara med och starta en cateringverksamhet som en del i ett eventföretag i Karlskrona. För att kunna genomföra detta arbete på bästa möjliga sätt ville författaren undersöka möjligheterna till att skapa ett cateringföretag som kunde skilja sig ifrån övriga på marknaden. Detta gjordes genom att studera sinnesupplevelser och sinnesmarknadsföring för att sedan kunna applicera och använda metoderna i verksamheten. Syfte – syftet är att belysa användningen av sinnemarknadsföring i ett cateringföretag och hur sinnesupplevelser kan användas som redskap för att erbjuda kunden något unikt. Metod/ material – uppsatsen bygger på halvstrukturerad intervjuinformation och analyser av den information som gavs av informanterna. De intervjuade är tio personer med olika yrken, åldern varierar mellan 22- 61 år där fyra av dem var män och sex var kvinnor. Resultat – genom urval ur intervjuer visar resultatet på positiva effekter av sinnesupplevelse och sinnesmarknadsföring vid en cateringsituation. Slutsats – visar på att sinnesmarknadsupplevelse och sinnesmarknadsföring är begrepp som skulle kunna vara av stor nytta för cateringföretagaren. / C-uppsatser

The development of catering business in Hong Kong is facing a wide range of challenges and issues, including the increase in operating costs, growing pressure from public prospection about healthier diets, food safety as well as environmental protection, etc. Corporate Social Responsibility (CSR), acting a brand new corporate strategy can be adopted to upgrade catering business industry structure and achieve long term sustainability. The aim of this study is to investigate the current performance of CSR in Hong Kong’s catering business in terms of its contribution to the well-being of the environment, community and economy. Using web-based questionnaires, relevant data was randomly collected from 16 restaurants located in the Hong Kong Island, Kowloon and the New Territories. The analysis and results indicate that 1) most managers from catering business have basic awareness of CSR concept and its benefits for corporations; 2) Only a minority of catering business in Hong Kong has adopted CSR; 3) Restaurants without CSR strategy have expressed strong willingness to implement CSR, most notably for small and medium sized restaurants; and 4) Among the five key CSR aspects, ethical procurement performed worst in the self-assessment system. In order to promote CSR into catering business, numerous recommendations are given. 1) Strengthening in education and training by government and interested organizations; 2) Providing incentives and policy support, establishing legislative regulation by government; and 3) Improving the quantity, quality and reliability of corporations communication with other stakeholders, such as disclosing CSR report. / published_or_final_version / Environmental Management / Master / Master of Science in Environmental Management

Magistro baigiamajame darbe nagrinėjamas vartotojų požiūris į viešojo maitinimo paslaugas teikiančių įmonių lojalumo programas. Teorinėje dalyje nagrinėjama lojalumo kūrimo procesai, pritraukimo ir išlaikymo strategijos, vertinimas bei lojalumą skatinančios priemonės. Tyrimas vartotojų požiūris į lojalumo programas viešojo maitinimo įstaigose atliekamas anketine apklausa visoje Lietuvoje. Tyrimu siekiama nustatyti kokios lojalumo programos labiausiai skatina vartotojų lojalumą. Tyrimo metu nustatyta, kad vartotojų lojalumą labiausiai skatina nuolaidų kortelės. Analizuojant apklaustųjų anketos atsakymus paaiškėjo, kad dažniausia respondentai lankosi tik tuose maitinimo įstaigose, kuriuose gauna nuolaidą, tačiau vis dėl to paaiškėjo, kad renkantis maitinimo įstaigą svarbiausias aspektas yra patiekalų ir gėrimų skonis taip pat respondentams svarbu ir geras aptarnavimas. / Master's thesis examined consumer attitudes to the catering services, a loyalty program. The theoretical part deals with loyalty building processes, attraction and retention strategies, and evaluation of loyalty and incentive schemes. The survey of consumer attitudes to loyalty programs, catering facilities and carried out the survey with an online survey in Lithuania. The study aims to determine what the most loyalty programs encourage consumer loyalty. The study found that consumer loyalty is mainly driven by discount cards. The analysis of the respondents replies to the questionnaire showed that respondents usually visit only those food establishments that receive the discount, but nevertheless shows that the choice of catering is the most important aspect of food and drinks taste as well as the respondents and the importance of good service.

Vartotojų aptarnavimo kokybės gerinimas paslaugų sferoje yra labai svarbus dalykas kiekvienai šiuolaikines rinkos įmonei. Bet kuri įmonė siekia pelno, ir dalies paslaugų rinkos, dėl to yra priversti vykdyti savo mikro ir makro aplinkos bei marketingo komplekso elementų analizę. Kadangi daugelis paslaugų įmonių yra mažos, jos neturi išteklių, reikalingų siekiant pagerinti klientų aptarnavimo kokybę, ko pasekoje, prarandamas potencialius klientus, kas vėliau labai ryškiai atsispindi jos finansiniuose pasiekimuose. Mūsų tyrimui suteikia svarbą ir tai, kad paslaugų veikla Lietuvoje yra pakankamai jauna, todėl ne iki galo išanalizuota, trūksta praktinio pritaikymo paslaugų rinkoje. / Consumer service quality improvement in services is a very relevant thing for each of the modern market company. Any firm seeking a profit, and part of the service market is forced to go to their micro and macro environments, analysis of marketing, which is one of the most important elements of people, or otherwise - by consumers. As many service firms are small, they are not the resources needed to improve the quality of customer service resulting in a loss of potential customers, who then very sharply reflected in the financing of its achievements. Our investigation gives relevance and the fact that as marketing activities, including market research and concept, Lithuania is young enough, and therefore not fully analyzed, and is limited to the practical use of the service companies.