An initiative of a business always begins with the simplest structure in order to simplify oper- ating structure and avoiding the unnecessary expense. The structure of fineLunch model in the beginning period is planned with three main departments: Business Development Department, Verification and Transformation Department and Operation Department. Figure 10 below de- scribes the organization structure of fineLunch.
Figure 10: fineLunch organizational structure
Figure 10 describes the organizational structure of fineLunch. fineLunch includes a general manager and three departments. There is a Head of every department who take responsibility for the general performance of his department. Business Development department is divided into three teams, Supply, Demand and Membership team. Operation department also consist of three teams which are Nutrition’s team, Hygiene and Safety team and Management team.
Business Development Department (BD departments)
Business Development Department is considerably an appearance that represent for fineLunch.
Their main responsibility is finding potential partners and customers as well as convincing them to collaborate with fineLunch. Internally, Business Development Department itself is divided into three executive teams, which are sequentially in charge of customer source and partner source.
Team that is in charge of looking for potential customer is named as Demand Team (BDD), which mean seeking and providing demand for fineLunch produce. The target customers of Demand Team are elementary and middle schools that organize school lunch program for their students and require a supply of quantity of meals.
General Manager team Business
Development Department (BD)
Supply Team (BDS)
Demand Team (BDD)
Membership Team (BDMe)
Verification and Transformation Department (VTR)
Operation Department (Op)
Nutritions Team (OpNu)
Hygiene and Safety Team
(OpHySa)
Management Team (OpMa)
Finance Team (OpFi)
Generally, their tasks include firstly seeking and build a potential customer lead, which is a list of information and contacts of elementary and middle schools that possibly consume fine- Lunch’s products. The second task is to contact with person who responsible for school lunch program of the school, normally school’s administration or student council president. Brief and understandable introduction about fineLunch and the products as well as successfully setting a face-to-face meeting are extremely important in the second step.
There will be two circumstances after reaching the potential customer. Firstly, if the potential customer is uninterested in working with the fineLunch model, Demand Team needs to send them an introduction email so that they can have a better look about fineLunch and put them into the waiting list, which will be re-approached lately. Otherwise, if the interest has been shown and it is possible for a face-to-face meeting, they are in the following lead that poten- tially working with fineLunch. Lately, the Demand Team must try to follow up and convince them to sign the contract and agree to use fineLunch produce. The next task of Demand Team is creating contract as well as negotiating the contract terms. The last but not the least, the Demand should follow the customer through the duration of using the fineLunch service in order to promptly respond or change the service based on their satisfaction level.
The second team in Business Development department is Supply Team (BDS), which is respon- sible for seeking meal supplier, as known as partner canteen, for fineLunch. The working pro- cess of Supply Team is similar to Demand team, but with the subject is canteen. Target partner of fineLunch normally canteen that specialize in providing meal, especially for students. At the first stage of operation, because of necessary in building reputation, the requirements of po- tential partner are strictly applied during the seeking process. Importantly, during the process of Supply Team, after the potential canteen agree to cooperate with fineLunch, it is necessary to request a VTR process from Verification and Transformation Departments to verify and en- sure as well as update the facilities of the canteen if necessary, to ensure the hygiene standard of fineLunch during the production.
The last team is Membership team (BDMe) that specifically looks for high school, college and other educational institute that possibly have a membership of fineLunch. By purchasing a fine- Lunch membership, the school’s students will be discounted for using fineLuch meal. Further- more, there are extra services for students such as online order, delivery. Generally, the work- ing process of three teams are similar with the difference of subjects and purpose.
BD department includes a BD Head, who manages general affairs and supervises the working performance of the whole department to ensure meeting the KPI, as well as giving advice and final decisions in difficult cases. BDD, BDS and BDMe will separately have a team captain, who required to be a senior sales manager that have lots of experience in sales department. Under team captain, there will be flexibly two or more team members, depending on the scale of the
business in difference of time. The team captain will be called Business Development Manager (BDM) while team members are collectively called Business Development Executive (BDE).
Verification and Transformation Departments (VTR department)
The main mission of Verification and Transformation Departments is checking, verifying the infrastructure and facilities of potential partner after receiving VTR request from BDS team, to ensure that all standards of fineLunch are met, especially food hygiene and safety standard. If the facilities do not meet the standards, VTR team is required to develop a detailed draft of the parts that need to be repaired or upgraded and delivery to the canteen’s owner. VTR team together with BDS team need to convince the owner to agree upgrading their canteen.
VTR request is the requirement for an inspection from VTR team. After receiving the VTR re- quest as well as contact information, VTR team will contact the responsible person to book an appointment for the inspection at the canteen. After that, a detailed report about the can- teen’s facilities need to be created and be sent to the Head of VTR department for approval.
The factors that need to be tested include common facilities of the canteen, kitchen and kitchen appliances and hygiene where making foods. Moreover, food production process needs to be observed to ensure maximum hygiene.
VTR department includes a VTR Head and VTR member (VTRs). VTR Head will be the only one who receives VTR request from BDS team and will re-transfer to VTRs. After the inspection, the report will be sent back to VTR Head for approval about the quality of the canteen before further actions. This regulation is to evenly distributed request to each VTRs, avoid the overload of VTRs if there are too many requests at the same time. Moreover, it is about to ensure the unified quality of partner canteen before cooperation.
Besides ensuring the partner canteen meets the requirement of fineLunch, VTR department is responsible for finding potential ingredient supplier for fineLunch. After being agree with work- ing with fineLunch, the partner canteen needs to input ingredients from fineLunch’s recom- mended supplier, to insure the safety and hygiene of ingredients. After reaching a preliminary agreement with suitable supplier, VTRs department will present to the general manager for approval and long-term contract signing. The role of VTR is not only finding sustainable, repu- tative suppliers with quality and hygiene ingredient sources but also negotiate and deal with them for offering a good price for fineLunch partners.
Operation Department (Op department)
Operation Department directly affects the performance of fineLunch. This is the department that directly work with partners and customers during the product supplying and consuming
process. The main responsibility of Operation Department is supervising and ensuring the qual- ity and hygiene of meals as well as promptly dealing with problems that occur during produc- tion, transportation and consumption.
Basically, this department function is the result of the author's conclusion from the theory background parts and the research implementation. OP department is consisting of three teams, the Nutrition team (OpNu), the Hygiene and Safety team (OpHySa), the Management team (OpMa) and the Finance team (OpFi).
The Nutrition team will be in charge of designing and setting up menus. Difference of schools will have different menus that are suited the most for their students. The Nutrition’s team will collect the information and opinion survey of students. From which, fineLunch offers the most suitable menu for students, from nutrition to appetite. The KPI of OpNu team is to create a balanced nutrition menu. Moreover, the Nutrition’s team will simplify the recipe as well as having a discussion with relevant canteen to ensure the dishes can be cooked perfectly.
The Hygiene and Safety team will play the key role in ensuring hygiene and safety of the prod- ucts during the production and delivery process. After signing the partnership contract with the canteen and every requirements of facilities are met, OpHySa team will propose a hygienic plan to ensure food hygiene and safety in production and consumption, based on the specific case of the canteen. Besides, the team needs to companion and monitor regularly throughout the operation of the canteen to ensure that the plan is taken practically and seriously.
The next team in Op department, Management team is responsible for ensuring the quality of the meals successfully delivered to the consumer. Their tasks include logistics management that every order is sent to the canteen and the products accurately, timely and logically deliv- ered to the customer. Frequent observation and random product testing at school are required.
Besides, a sample of daily product need to be collected and storage in the freezer in case of food poisoning or other accident related to food quality and hygiene. Besides, OpMa teams must be well-trained to timely support and handle with accidental and unexpected issues.
Similar to other departments, there is Head of Operation who takes the general responsibility for the performance of the department. Besides, there is a team captain for each team. Each team is divided into smaller groups of one, two or three members with a group leader if there are over two members. Each group will in charge of a certain canteens and school in the same or surrounding area. The number of groups depends on the number of customers and partner of fineLunch.
The last but not the least team is Finance team. Their task is to synthesize and monitor all financial issues including raw material import, orders from customer, quantity of goods pro- duced and consumed in the canteen, financial accident during operation. From which, thereby making the financial statements at the end of the month and distributing reasonable profits
Order and distribute
based on commercial terms for the canteen and statistics of financial reports for fineLunch.
This is also the team responsible for entire income and expenses of fineLunch. Therefore, de- spite of being a part of Operation Department, Finance team is able to work independently under the control of General Manager.