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Tiêu đề Fauget Pastries Organizational Behaviour Report
Tác giả Nguyen Huong Tra Giang, Nguyen Trong Duy, Hoang Ton Dieu Anh, Pham Lan Phuong, Nguyen Trong Minh
Người hướng dẫn Nguyễn Vân Thùy Anh, PhD
Trường học University of Bedfordshire
Chuyên ngành International Education
Thể loại Final Assignment
Năm xuất bản 2021-2022
Thành phố Hanoi
Định dạng
Số trang 35
Dung lượng 8,11 MB

Cấu trúc

  • 1.1 Introduction of Fauget Pastries (0)
    • 1.1.1 The need (3)
    • 1.1.2 Business Overview (3)
  • 1.2 Main Points Explanation (0)
  • 2.1 Company Hierarchy (6)
  • 2.2 Departments and individual’s Authorities/Responsibilities (8)
    • 2.2.1 Departments’ Authorities/Responsibilities (8)
    • 2.2.2 Individual’s Authorities/Responsibilities (9)
  • 2.3 The development of establishing the organization’s structure (10)
  • 2.4 The Interrelationship between Departments (0)
  • 2.5 Organization’s Daily working process (11)
  • 3.1 Organization’s Statements (12)
  • 3.2 Core Values (12)
  • 3.3 Our standard of Behaviour: (Business Ethics) (13)
  • 3.4 Rituals, rites, ceremonies and celebrations (14)
  • 3.5 Rules, norms, ethical codes (14)
  • 3.6 Overt beliefs (18)
  • 3.7 Product Portfolio (0)
  • 4.1 The relationship between Leadership and Management (0)
  • 4.2 Stakeholders’ Expectation (24)
  • 4.3 Stakeholders’ influence on business management & decision-making by managers (29)

Nội dung

Trang 1 UNIVERSITY OF BEDFORDSHIRESCHOOL OF BUSINESS---***---FOREIGN TRADE UNIVERSITYHANOI CITY CAMPUS---***---Faculty of International EducationFINAL ASSIGNMENTModule: Managing PeopleCl

Introduction of Fauget Pastries

The need

The pastry industry, which is the most competitive segment in the consumer products industry in Vietnam, is still recognized as one of the industries with a strong and consistent development rate Vietnam is regarded as one of Southeast Asia's promising pastry markets due to its vast and young population Furthermore, because these items are mostly eaten in metropolitan areas, one of the factors driving the increase of pastry demand is the fast expansion and urbanization of big cities.

According to a study conducted by Business Monitor International (BMI), confectionery consumption per capita in Vietnam in 2018 was just over 2 kilograms per person per year, still low when compared to the global average of 3 kilograms per person per year, and 65 percent of the rural population consumed very little confectionery in comparison to its potential As a result, the domestic market's consumption potential is still extremely significant, expected to reach over 40,000 billion VND by 2021, prompting pastry dealers to immediately design strategic investment orientations Prediction for the following period (from 2022 to 2027):

Revenue in the Spreads & Sweeteners segment amounts to US $4,470m in 2022 The market is expected to grow annually by 5.06% (CAGR 2022-2027).

In relation to total population figures, per person revenues of US$45.17 are generated in 2022.

In the Spreads & Sweeteners segment, volume is expected to amount to 1,545.5mkg by 2027 The Spreads & Sweeteners segment is expected to show a volume growth of 1.5% in 2023.

The average volume per person in the Spreads & Sweeteners segment is expected to amount to 14.9kg in 2022.

To overcome this gap, we must strive to take Vietnam's baking industry to the next level and fulfil people's demands Hence, we managed to establish a new bakery in town called “Fauget Pastries” for the convenience of the residents.

Business Overview

Fauget Pastries is a brand new bakery in Chua Lang, Dong Da District, operated by

Ms Nguyen Lan Thu, who has won 5 distinct baking contests and is recognized as one of the city's greatest bakers

Table 1 Fauget Pastries’ business information.

Business Address 64B Chua Lang, Lang Thuong, Dong Da District, Hanoi,

Email Faugetpastries.business@gmail.com

Form of the Business Limited Liabilities Company (LLC)

Date of Commencement November 8 2021 th

Date of Registration February 3 2022 rd

Name of Bank Joint Stock Commercial Bank for Foreign Trade of

Figure 1 Location of Fauget Pastries

Figure 2 Fauget Pastries’ Floor Layout

This report is being conducted in order to describe the business of FAUGET PASTRIES and to gain a better knowledge of business behaviour.

The study is divided into three sections: organizational structure, FAUGET PASTRIES' business behaviour, and stakeholder analysis These three sections correspond to tasks 4, 5, and 6 in the Appendix.

Organizational structure: Explaining the evolution of the firm structure, the tasks and responsibilities of each Department and employee, the interconnected link between Departments, and the working process.

Business behaviour: Research FAUGET PASTRIES' origin, culture, ethical standards, customs, and regulations that apply to various types of employees and outsiders.

Analysis of stakeholders: Working on the importance of each stakeholder group,resolving stakeholder issues, and researching mutual benefits

2 FAUGET PASTRIES’ ORGANIZATIONAL STRUCTURE (TASK 4) 2.1 COMPANY HIERARCHY:

Figure 3 Fauget Pastries’ organizational structure

The organization developed policies for the staff development in order to achieve efficient production of good and efficient performance of services The organization has by now employed thirteen employees in different departments: o Accountant: 1 person. o Leader: 1 person. o Sales & Marketing staff: 1 person. o Supervisor: 1 person. o Bakers (Head and assistance): 3 people. o Cashier: 1 person. o Waiters/Waitresses Fulltime: 3 people. o Distributor: 1 person. o Security guard: 1 person.

Fauget Pastries is the business that divides each aspect of the organization's activity into distinct departments, all of which are overseen by the branch manager, meaning the owner.She has the most power in the cake store and will direct responsibilities for each department,including the Financial Department, Sales & Marketing Department, and Technical

Final Managing People PHAN THU…

Department Employees in each division will be efficiently arranged and coordinated to collaborate in order to meet the company's objectives.

2.2 DEPARTMENTS AND INDIVIDUAL’S AUTHORITIES/RESPONSIBILITIES:

2.2.1 Departments’ Authorities/Responsibilities: a) Financial Department:

The Financial Department is in charge of dealing with the cake shop's financial difficulties, and the financial reports must be produced and checked by the branch manager on a monthly, quarterly, and yearly basis to verify that the cake shop's financial objectives are on track which is under the direction of the Accountant

The Accountant is the individual in charge of reporting the financial condition as well as submitting the report to the branch manager on time when deadlines are set by the employer

Before the Accountant can carry on his/her task, the process must be done first by the cashiers, the cashiers are also in charge of the cake shop's financial affairs, such as accepting payments and issuing receipts to consumers While working directly at the cake shop, the cashiers are under the management of the Supervisor to aggregate all the financial changes of the bakery However, in the situation of working with the Accountant, the cashiers will be supervised by him/her to give out the most accurate data. b) Sale & Marketing Department:

Each marketing campaign for the cake shop is developed by the Sale & Marketing Department, which is operated by the Accountant and 2 to 3 more personnel under his/her supervision When the cake store needs to launch a new marketing campaign, they will be in control of all marketing efforts and will get new projects directly from the Branch manager

The Sales & Marketing Officer will create the advertising strategies, which will be examined by the Marketing manager and evaluated by the Branch manager before they are entirely completed The Marketing manager is in charge of overseeing the development and implementation of the advertising campaign After finalizing the marketing strategies, the Sales & Marketing Department will need to cooperate with two other departments to estimate the budget and discuss the new campaign's content. c) Technical Department:

The Technical Department takes responsibility for ensuring the quality of products and customer services; the operation of the cake shops is mainly the responsibility of the Supervisor The Supervisor is authorized by the Branch manager to administer the cake store and will be the ones handing out strategies to order and coordinate the actions of cake shop personnel such as bakers, waiters/waitresses, distributor, and security guard

The baking sector is led by the most experienced head baker, who is assisted by three to four associate bakers The bakers are in charge of product quality, while the Supervisor will inspect the cooking environment, including materials, baking equipment, and other elements

The waiters/waitresses are assigned the task of serving customers, and all processes are monitored by the Supervisor Waiters/waitresses' specific missions include receiving client orders, providing appropriate services, and cleaning the cake store

The distributor and security guard likewise accompany the Supervisor with his or her arrangements After the manager has reviewed the order information, the distributor will be in charge of delivering the goods to the cake shop's clients, which include schools, merchants, and businesses, etc The security guard is responsible for the bakery's safety and the protection of customers' property when they visit the cake shop; if there is a problem that cannot be resolved, the security guard should notify the store manager to bring out the solutions.

- THE BRANCH MANAGER : In charge of providing business direction, as well as developing, communicating and implementing the organization’s vision, purpose and overall strategy He or she will get reports from the site managers and then handle all issues from all three locations, including revenue, personnel and resources, among others.

- THE ACCOUNTANT : analysing and presenting financial reports in a timely and accurate manner; clearly conveying monthly, quarterly and annual financial statements; coordinating and leading the annual audit process, liaise with external auditors The CFO must create a financial report at the conclusion of each working week after analysing and processing all financial transactions of the cake store.

- THE LEADER OF SALES & MARKETING DEPARTMENT : planning, developing, implementing and monitoring the overall business marketing strategy. He/she will take responsibility for taking care of staff in the department, and report the most effective marking plans to the Branch manager.

- SALES AND MARKETING STAFF : receive jobs directly from the CMO and are responsible for sales and marketing aspects They will make plans for marketing campaigns whenever the cake shop has any event or needs to be promoted in any period to increase the cake shop’s income.

Company Hierarchy

Figure 3 Fauget Pastries’ organizational structure

The organization developed policies for the staff development in order to achieve efficient production of good and efficient performance of services The organization has by now employed thirteen employees in different departments: o Accountant: 1 person. o Leader: 1 person. o Sales & Marketing staff: 1 person. o Supervisor: 1 person. o Bakers (Head and assistance): 3 people. o Cashier: 1 person. o Waiters/Waitresses Fulltime: 3 people. o Distributor: 1 person. o Security guard: 1 person.

Fauget Pastries is the business that divides each aspect of the organization's activity into distinct departments, all of which are overseen by the branch manager, meaning the owner.She has the most power in the cake store and will direct responsibilities for each department,including the Financial Department, Sales & Marketing Department, and Technical

Final Managing People PHAN THU…

Department Employees in each division will be efficiently arranged and coordinated to collaborate in order to meet the company's objectives.

Departments and individual’s Authorities/Responsibilities

Departments’ Authorities/Responsibilities

The Financial Department is in charge of dealing with the cake shop's financial difficulties, and the financial reports must be produced and checked by the branch manager on a monthly, quarterly, and yearly basis to verify that the cake shop's financial objectives are on track which is under the direction of the Accountant

The Accountant is the individual in charge of reporting the financial condition as well as submitting the report to the branch manager on time when deadlines are set by the employer

Before the Accountant can carry on his/her task, the process must be done first by the cashiers, the cashiers are also in charge of the cake shop's financial affairs, such as accepting payments and issuing receipts to consumers While working directly at the cake shop, the cashiers are under the management of the Supervisor to aggregate all the financial changes of the bakery However, in the situation of working with the Accountant, the cashiers will be supervised by him/her to give out the most accurate data. b) Sale & Marketing Department:

Each marketing campaign for the cake shop is developed by the Sale & Marketing Department, which is operated by the Accountant and 2 to 3 more personnel under his/her supervision When the cake store needs to launch a new marketing campaign, they will be in control of all marketing efforts and will get new projects directly from the Branch manager

The Sales & Marketing Officer will create the advertising strategies, which will be examined by the Marketing manager and evaluated by the Branch manager before they are entirely completed The Marketing manager is in charge of overseeing the development and implementation of the advertising campaign After finalizing the marketing strategies, the Sales & Marketing Department will need to cooperate with two other departments to estimate the budget and discuss the new campaign's content. c) Technical Department:

The Technical Department takes responsibility for ensuring the quality of products and customer services; the operation of the cake shops is mainly the responsibility of the Supervisor The Supervisor is authorized by the Branch manager to administer the cake store and will be the ones handing out strategies to order and coordinate the actions of cake shop personnel such as bakers, waiters/waitresses, distributor, and security guard

The baking sector is led by the most experienced head baker, who is assisted by three to four associate bakers The bakers are in charge of product quality, while the Supervisor will inspect the cooking environment, including materials, baking equipment, and other elements

The waiters/waitresses are assigned the task of serving customers, and all processes are monitored by the Supervisor Waiters/waitresses' specific missions include receiving client orders, providing appropriate services, and cleaning the cake store

The distributor and security guard likewise accompany the Supervisor with his or her arrangements After the manager has reviewed the order information, the distributor will be in charge of delivering the goods to the cake shop's clients, which include schools, merchants, and businesses, etc The security guard is responsible for the bakery's safety and the protection of customers' property when they visit the cake shop; if there is a problem that cannot be resolved, the security guard should notify the store manager to bring out the solutions.

Individual’s Authorities/Responsibilities

- THE BRANCH MANAGER : In charge of providing business direction, as well as developing, communicating and implementing the organization’s vision, purpose and overall strategy He or she will get reports from the site managers and then handle all issues from all three locations, including revenue, personnel and resources, among others.

- THE ACCOUNTANT : analysing and presenting financial reports in a timely and accurate manner; clearly conveying monthly, quarterly and annual financial statements; coordinating and leading the annual audit process, liaise with external auditors The CFO must create a financial report at the conclusion of each working week after analysing and processing all financial transactions of the cake store.

- THE LEADER OF SALES & MARKETING DEPARTMENT : planning, developing, implementing and monitoring the overall business marketing strategy. He/she will take responsibility for taking care of staff in the department, and report the most effective marking plans to the Branch manager.

- SALES AND MARKETING STAFF : receive jobs directly from the CMO and are responsible for sales and marketing aspects They will make plans for marketing campaigns whenever the cake shop has any event or needs to be promoted in any period to increase the cake shop’s income.

- SUPERVISOR OF TECHNICAL DEPARTMENT : in charge of the cake shop’s daily operations, from inspecting ingredients to preparing before opening hour to monitoring revenue; after that, they will immediately report the cake shop’s position to Fauget Pastries’ competent authorities.

- BAKERS : maintain the quality of the products and assist clients in having a fantastic time producing cakes themselves in the baking cakes courses Every month, the managers will provide them instruction on how to make cakes according to the new menu Another mission is to monitor the cake-making process and notify the manager if anything unusual occurs.

- CASHIER : receive payments on behalf of the bakery and issue receipts to customers At the end of the day, cashiers will summarize and check all the transactions to know whether there are any mistakes in processing payments.

- WAITERS/WAITRESSES : take care of the consumers and perform services including such serving, answering their queries, cleaning the facility Their duties are to ensure that the customers receive the most pleasant and courteous service possible when they visit the cake store.

- DISTRIBUTOR : deliver products to customers when the cake shop has any orders and ensure that the products will be delivered to the customers safely and undamaged.

- SECURITY GUARD : responsible for assuming responsibility for the safety of the bakery and taking care of customers’ properties when they come to the cake shop.

The development of establishing the organization’s structure

The first stage for the development of the cake shop is its foundation This period will last for 3 years including the planning part, the establishment and the preparation for the opening of the cake shop

The Branch manager_Ms Nguyen Lan Thu, referred as the cake shop's founder, is the first person of the company to have the idea and business strategy for the cake shop During the establishment and planning stages, the CEO is in charge of recruiting the most crucial positions for the business's structure, which will be required for the cake shop's operational decisions.

An Accountant is essential at this time in handling the business's financial dealings and advising on the best option to invest in money The leader for the sales & marketing aspect is equally indispensable in this structure; he or she is in charge of developing marketing tactics to guarantee the cake store is well-known beyond the initial promotion It is also vital to have the store’s Supervisor there at this time since his/her job is to create the most effective implementation plan for the cake shop in order to coordinate the actions of the staff in terms of achieving the business's goals.

Following the foundational stage, it is the development stage of the cake shop which will last from three to five years to have a stable organization and a certain position in the customers’ attention In the second stage, more employees are required for the cake shop's opening, the firm structure is similarly divided into three major departments: the Financial department, the Sales and Marketing department, and the Technical department

Personnel will work directly at the cake store throughout this time period including cashier, waiters and waitresses, distributor, and security guard The number of employees will be increased and divided effectively into 2 other shops after the cake shop’s first year of operation.

Coming to future expansion, this stage is expected to be implemented after the opening of the cake shop for approximately 5 years and more The expansion plan for the near future is about 5 years when the cake shop is constantly developed with this organizational structure, FAUGET PASTRIES expect to have 2 changes in the business’s structure

There will be one more department, which is the Human Resource Department taking responsibility for hiring and resolving difficulties related to the cake shop’s employees After expanding the cake shop to three different addresses, we will search for the Chief Finance Officer position to take care of the different financial issues from the three locations.

Whenever a marketing campaign comes to the implementation, one of the most critical issues is determining the most efficient expenditure, which requires collaboration between the Financial Department and the Sales & Marketing Department

The Sales & Marketing Department will prepare a forecasted spending report to assist the Branch manager in conceptualizing and evaluating marketing strategies As a result, the Financial Department will handle the campaign using the projected spending report After the campaign, the Financial Department will include the costs to the financial report.

The Sales & Marketing Department will plan the marketing strategy, while the Technical Department will mostly implement it.

Following the completion of the marketing strategy, the Sales & Marketing Department must engage with the Technical Department to carry out the plan of what the primary items for the event will be and how the campaign will be carried out.

C Technical Department with Financial Department:

The cashiers and the Supervisor are in charge of calculating income and expenses aggregation he revenue is generated by selling products to consumers at the bakery and supplying cakes to wholesalers and retailers The cake store's expenditures include ingredients, baking utensils, and so on.

The Financial Department will be able to effectively adjust to the cake shop's financial troubles after having received report on a monthly basis.

Checking and verifying the income and expenses from the different Departments at the end of the day.

Note carefully for the financial report, if there are any changes about the expenses or income during the day.

Building the marketing plans of the month and collaborating with other departments to implement the plans

Note down the sales of the bakery at the end of each shifts.

The bakers: Produces customers’ orders and manage the quality of the ingredients, products themselves

Supervisor: Solving problems occurs during each shifts of the day in accordance with customers and subordinates, check the bakery’s condition for operating smoothly the following day.

Waiters/waitresses, cashiers, distributor, and security guard: Working based on the given tasks of each positions.

3 FAUGET PASTRIES’ UNIQUE CULTURE: (TASK 5)

- Fauget’s Mission : Fauget is dedicated about creating unique products that taste superior and make every eating experience more enjoyable We will never compromise the quality of our products or our family values, and we will strive every day to surpass client expectations one order at a time.

- Fauget’s Vision is to become a well-known bakery’s brand name nationally by following pioneering standards in innovating quality products through best practices.

F amily: We’re a family-founded, family-owned, and family-operated company, and we, Fauget truly treat our employees and customers as members of the family Every relationship is precious and the company strives to ensure everyone is treated with respect and appreciation.

S implicity: Fauget believes the simplest answer is usually the right one Rather than try to be everything to everyone, we strive to simply produce delicious treats consistently This philosophy also carries forth in our product promise We only use simple, healthy, and nutrient ingredients, most of which are found right in your kitchen, to deliver tasty treats that parents and kids alike will adore.

I ntegrity: Food safety is our utmost priority and we have extensive controls for each level of production It's our people who make everything possible, and so it is paramount that each team member is treated with the same level of respect, whether they are on the production line or a member of the leadership team.

Organization’s Daily working process

Checking and verifying the income and expenses from the different Departments at the end of the day.

Note carefully for the financial report, if there are any changes about the expenses or income during the day.

Building the marketing plans of the month and collaborating with other departments to implement the plans

Note down the sales of the bakery at the end of each shifts.

The bakers: Produces customers’ orders and manage the quality of the ingredients, products themselves

Supervisor: Solving problems occurs during each shifts of the day in accordance with customers and subordinates, check the bakery’s condition for operating smoothly the following day.

Waiters/waitresses, cashiers, distributor, and security guard: Working based on the given tasks of each positions.

3 FAUGET PASTRIES’ UNIQUE CULTURE: (TASK 5)

Organization’s Statements

- Fauget’s Mission : Fauget is dedicated about creating unique products that taste superior and make every eating experience more enjoyable We will never compromise the quality of our products or our family values, and we will strive every day to surpass client expectations one order at a time.

- Fauget’s Vision is to become a well-known bakery’s brand name nationally by following pioneering standards in innovating quality products through best practices.

Core Values

F amily: We’re a family-founded, family-owned, and family-operated company, and we, Fauget truly treat our employees and customers as members of the family Every relationship is precious and the company strives to ensure everyone is treated with respect and appreciation.

S implicity: Fauget believes the simplest answer is usually the right one Rather than try to be everything to everyone, we strive to simply produce delicious treats consistently This philosophy also carries forth in our product promise We only use simple, healthy, and nutrient ingredients, most of which are found right in your kitchen, to deliver tasty treats that parents and kids alike will adore.

I ntegrity: Food safety is our utmost priority and we have extensive controls for each level of production It's our people who make everything possible, and so it is paramount that each team member is treated with the same level of respect, whether they are on the production line or a member of the leadership team.

C reating human connection: FAUGET is a family, FAUGET is a community, and more importantly, FAUGET is a space for people to connect The family and community culture atFAUGET allows our customers to not only connect with our team, but to connect with other customers as well We've seen people make new friends, connect with old friends and family,and even come to FAUGET if they just need a friend Here at FAUGET, everyone adds to truly create a space for real human connection.

Our standard of Behaviour: (Business Ethics)

This is the most pressing necessity for demonstrating the bakery's professionalism There are no words to describe how catastrophic going off schedule or missing the deadline could be in the long term.

To begin, all employees must arrive 15 minutes before the store opens and can only depart at the end of their shifts According to FAUGET PASTRIES business plan, FAUGET will open at 7.30 a.m every morning, which implies that the arrival at 7.15 a.m to make some preparation is fundamental

Second, all of the cakes must be finished on time A cake usually takes about 2-3 hours to bake If a cake is done in one hour, it is likely that it was not adequately cooked, resulting in certain health issues for our clients In other circumstances, if it takes too long, such as more than 4 hours, the business will not have enough cakes for sale on a specific day.

Employees need to work together as a team to accomplish the daily routines tasks This truly applies when a deadline is to be met and the work day is ending Offer to remain and help colleagues, co-workers will make the day more fulfilling than ever.

- Customers play kings, we play servants :

This is the difference between excellent quality service that is eager to accomplish anything the customer requests and the others In order to become a top cake store chain in the future, the importance of great service has to be on sight, which exemplified by the staff’s attitude.

Making a good first impression is essential for efficiently attracting loyal clients Customers must be treated with dignity by personnel from the moment they enter the store If guests are inquisitive about FAUGET and want to know anything about us while they are in the shop, it is the obligation of every employee to offer them with all of the information they want while maintaining a professional demeanour.

In meetings, manager or head of departments have to introduce themselves with a face that is always present with sincerity and joy This would create sympathy for the stakeholders in the first minutes of the meeting In addition, the way of talking, convey information positively, actively listen, and think for all parties as a friend will gain accountability from stakeholders’ mind-set.

In addition to work and project related jobs, creating a friendly environment with anti-gossiping and ‘anyone is a friend’ can help managers get closer to stakeholders.

- Communicate information clearly and accurately:

The main job of a manager is to receive and communicate information, which is their essential assignment when working with stakeholders Timely, accurate and professional communication would make stakeholders satisfied in the ability of the manager.

Rituals, rites, ceremonies and celebrations

- Opening ceremony_one of the most important events of the cake shop: Will be conducted only once to commemorate the bakery's launch and to introduce the store to customers Customers will first be exposed to the structure and significance of the cake business at the ceremony They can also observe the expert bakers' method of manufacturing cakes, which not only helps consumers create greater faith in the quality of the products but also draws more customers' curiosity Inviting influencers to have an experience at the cake shop, it is also an event to distribute the reputation of the cake store through social media.

- The cake shop’s anniversary: It is also a significant occasion that is hold every year on the anniversary of the cake shop's opening This event is to honour the cake shop's inauguration; the offers for clients on this day are highly recommended.

- Year-end party: Every employee would be able to attend this event as a relaxed time after a hard-working year The achievement of each employee would also be summarized and the one with the best accomplishment might get rewarded.

- Special days (Women's day, Mother’s day, …): FAUGET will have discounts, special gifts and minigames on special holidays of the year for customers.

Rules, norms, ethical codes

Figure 4 Discount on special occasions

Working time: FAUGET is open all week (including holidays) Employees will be specifically notified by the Manager about the time off and the assignment schedule. Moreover, employees will work in shifts, every 8 hours / shift, arranged to take 1-2 day off per week Perform timekeeping at the beginning and end of each shift In case employees take time off due to personal business, pain, illness they must notify the manager or shift head at least 24 hours (except for emergency situations) before the shift for management to coordinate employees in a timely manner.

*Rules (including appropriate costumes, forms, working styles…):

For customer service personnel sector:

Costumes: FAUGET employees must wear the prescribed work uniform during the shift and are responsible for preserving one's uniform, not to wear the uniform of the bakery to go out Employees must ensure clean personal hygiene, dress well before entering the shift Do not leave the nails too long, wear nail polish; do not spray perfume too strongly, do not wear too much jewellery, accessories or jewellery of great value when working.

Figure 5-6 Front and back design of Fauget Pastries women’s shirt

Figure 7-8 Front and back design of Fauget Pastries men’s shirt

Figure 9-10 Front and back design of Fauget Pastries both men and women’s pant

Working style: always smiling, welcoming, friendly and dedicated to customers.

Do not joke, talk, work separately (especially using the phone, playing games, surfing Facebook ) during working hours Communicate with customers with a polite attitude, ready to meet all legitimate needs of customers.

Do not eat, smoke, chew gum while serving guests and during working hours.

Daily cleaning and arranging work areas including: product display, dispenser, kitchen, customer service area, toilet; Make sure the restaurant is always clean, airy and odourless.

Periodically on weekends of total cleaning, cleaning and overall arrangement of the whole restaurant as designated and assigned by the manager.

Make sure the equipment, tools and items in the restaurant are always clean, intact and in good condition to serve.

For office employers and employees:

Costumes: FAUGET office personnel must wear the appropriate work uniform during the day, not to wear the informal clothes to the bakery for keeping the professionalism All Departments’ workers must ensure clean personal hygiene, dress well before entering the shift Do not using the phone while working or wear strong perfume; keep the working spot tidy and clean for the best mood of working.

Figure 11 Example of formal clothes for office employees

Working style: Treat all employees with kindness and respect, regardless of their position at the company

Do not gossip in the working place.

Do not cause disorder during working hours.

Not allowed to enter the office outside of working hours and holidays without the approval of the equivalent authorization.

During working hours, employees must be present at the working place as prescribed in the office's regulations, not be allowed to do any separate work other than the assigned work.

Must not be absent from the office without a valid reason and must notify their superiors every time they go out for work.

Employees must have an elegant demeanour and dress appropriate to the office work environment.

Employees must have a positive attitude and a sense of responsibility at work.

FAUGET will have a reward mechanism in the bakery's rules when employees perform well The manager will set clear reward criteria for employees to strive for, based on service style, customer feedback, the number of guests served or the amount of work completed during the shift based on KPI (Key Performance Indicator).

Employees who violate one of the rules of the FAUGET will be dealt with in the following sanctions:

Second time: A warning 100.000 VND/ time.

Third time: Punishment 500.000 VND/ time.

Fourth time: Forced to quit unpaid work.

For employees who damage tools and equipment, they must be responsible for compensating for the value of such equipment, for other reasons managers may consider reducing compensation.

The fine will be saved to the general fund of FAUGET PASTRIES.

Overt beliefs

Ms Nguyen Lan Thu used to come home from school every day to have afternoon tea with her mother, which included a cup of tea and a cake made from various recipes The young girl will never forget the daily ritual of baking and the wonderful time spent together in the kitchen Ms Thu grew up with her mother's meticulously documented unique cake recipes in her handwritten journal The simple link formed by these recipes aided her in establishing FAUGET PASTRIES in order to share her experiences with others.

Ms Thu wishes to share her upbringing with everyone through baking workshops in addition to selling cakes Here, customers can not only enjoy the special flavours of the cakes but also make it themselves to give to the people they love, promising to bring unforgettable experiences and feelings

“You most likely recall a cake as part of your life’s milestone celebrations Cake has an uncanny capacity to connect us with the people and events of our past However, cake should not be reserved only for these special occasions A delicious slice of cake can immediately bring a bit of celebration to an ordinary day I hope you enjoy FAUGET on your special occasions, as well as all the days in between.” — Ms Thu.

B Logo and brand name, business card:

Logo: FAUGET PASTRIES has developed this logo for a d wanting any of the products would be “gold” giving i and close to nature at our most with the “wheat” symb

Brand name: The bakery's brand name is derived from the morning in September 2021, Ms Thu was happily baking a

Fi gu re12.Lo go when the faucet in the sink next to her abruptly broke and water splashed all over the place She was startled for a minute as she accidentally dropped a random flavour (which is later our secret ingredient) into the batter that she had no intention of using on her cake, but thanks to that mistake, her own recipe was successfully employed on the cake Following the incident, she decided to name the bakery "FAUGET" by combining "faucet" with a little "French accent."

Figure 13-14 Fauget Pastries’ business card

‘A cake a day keeps your happiness to stay.’

Meaning: This slogan is inspired by the saying 'an apple a day keeps the doctor away' Apple is a healthy fruit and the habit of eating an apple every day can save us from unexpected diseases On the contrary, sweets are not good for health but it is the best medicine for the soul Moreover, our bakery would consider ourselves as “the apple” even though we produce cakes The reason why is that FAUGET PASTRIES always looking forward to serve any customer with any demand, even the lactose-intolerant people would have a choice to enjoy eating cakes without worrying about their health condition Therefore, FAUGET always uses high quality ingredients, clear origin, eco-friendly and above all good for health to bring joy as well as good health to customers

Pastel colours palette (pink, blue, green, and beige)

Figure 15 Fauget Pastries’ colour palette

Reason: Since FAUGET's target customers are young ladies and children, FAUGET's style would favour soft, gentle pastel colours in a modern style and close to nature to attract customers' attention and create a distinct style of FAUGET.

Fauget Pastries takes pride in providing excellent customer service and meticulous attention to detail in all of the pastries it serves Ms Thu has already built up a reputation in the Hanoi community for her ability to create delectable custom made-to-order cakes and pastries for a variety of occasions and gatherings Her solid reputation and professional attitude has prepped Fauget Pastries for success.

Fauget Pastries offers a wide range of existing products with reasonable prices Our best-seller products are Oreo Cheesecake, Tiramisu, Crème Brûlée pie, serve with signature Tea line All of the baking ingredients have Certificate of Analysis for Bakery Ingredient (COA) as a warranty of product quality.

Cakes Pies Cookies Pastries Ice creams

-Pumpkin pie -Apple pie -Lemon Meringue pie -Crème Brûlée pie -Egg tart -Special festive pie

-Chocolate chip cookie -Macaron -Ginger cookie -Special festive cookie

-Cinnamon Roll -Croissant -Choux -Pretzels -Special festive pastry

TeaRose CongouEarl GreyDarjeeling black teaButterfly Pea teaChamomile tea

16 Fa uge t Pas trie s’ ma in me nu

4.1 THE RELATIONSHIP BETWEEN EADERSHIP AND L MANAGEMENT:

The modern conception of leadership emphasizes not only the leader as an individual, but also the group he/she influences and joint results, which often determine particular changes in the internal and external environment of the organization.

Leadership is a set of functions that cover at least three variables: the leader, his/her followers and the conditions dictated by the situation In the recent decade, it is seen that management cannot be isolated from the context in which managers work.

Thus, managerial success is more influenced by specific personal characteristics and leadership skills which manager develops purposefully on his/her own and by his/her entrepreneurial characteristics that are revealed by working in both macro and micro levels of the organization.

Management is the coordination and administration of tasks to achieve a goal Such administration activities include setting the organization’s strategy and coordinating the efforts of staff to accomplish these objectives through the application of available resources. Management can also refer to the seniority structure of staff members within an organization.

Large businesses and corporations often have three primary levels of management organized in a hierarchical structure Terms that refer to these different layers of management are “middle management” or “senior management.”

Low-level managers include roles like front-line team leaders, foremen and supervisors This level of management, the lowest in the three layers, is responsible for overseeing the everyday work of individual employees or staff members and providing them with direction on their work

Middle management includes those working in the roles of a department manager, regional manager and branch manager.

Senior management, including the chief executive officer, president, vice president and board members, is at the top layer of this management hierarchy.

Currently, FAUGET PASTRIES lacks of Senior management since the store is a freshman in the pastry industry.

Relationship between Leadership and Management:

From the standpoint of FAUGET PASTRIES, it is believed that both Leadership andManagement are critical to its long-term viability Leadership inculcates enthusiasm and optimism, as well as drive to work and collaborate among employees, but it also weakens work discipline Management, on the other hand, may not fulfil excitement in employees, but it does impose discipline and enhance the efficiency and productivity of the work load per unit To be more particular, Leadership will be regarded as essential when it comes to teamwork or event preparation, or when numerous organizations collaborate to achieve shared aims However, in the pastry sector, notably at FAUGET PASTRIES, where there are few employees and no rivalry from other firms, Leadership is not as crucial as Management.

Stakeholders’ Expectation

Generally, there are 5 main types of stakeholders in a firm, and in the cake shop, they are classified into 5 different types:

Figure 17 Stakeholders’ segmentation Ranking/Prioritizing stakeholders:

As the Branch manager of our ENJOY Cake Shop, in FAUGET PASTRIES, stakeholders are ranked in the following priority sequence:

Much of the prioritization will be based on the stage a company is in For example, if it’s a start up or an early-stage business, then customers and employees are more likely to be the stakeholders considered foremost If it’s a mature, publicly-traded company, then shareholders are likely to be front and centre.

1 Ms Lan Thu (51% of the capital)

2 Mr Khac Hung (Shark Tank Vietnam - 15% of the capital)

3 Ms Linh (Shark Tank Vietnam - 10% of the capital)

Main suppliers come from the firms that provide the store with raw materials such as milk, fresh eggs, flour, cream, etc…

Milk: Utilizing Dalatmilk to ensure the finest quality of finished products Dalatmilk is one of trusted suppliers for milk as well as the most important stakeholder with 5% of the capital.

Fresh eggs: Purchasing eggs from Tien Vien Farm, which is one of the most qualified farm for fresh eggs Tien Vien Farm is also a significant stakeholder with 3% of the capital.

Flour: Using the highest quality flour from Beksul (Korea) to make scrumptious cakes As they are Korean suppliers, they only have 1% of the capital in the firm, but they’re still our trusted stakeholder.

Communities People on gofundme.com and equivalent funding organizations. Government Government themselves.

Customers are the most essential component regarding the success and sustainability of FAUGET PASTRIES Though clients may not have all access to become stakeholders with full interest share annually, they are still considered as one of the most important stakeholder, because they provide the business with profits to operate and pay the employees.

Customers can be students and lecturers on Lang street, including those from Lang Secondary School and students from Foreign Trade University, Diplomacy Academy of Vietnam.

People from social media, influencers,…

Stakeholders’ mapping and their expectations:

Mapping Position Stake/ Attribute Expectations

Legitimacy: legal obligation, financial risk status.

Return on investment. Maintenance of the voting right.

Appropriate wages and job security.

Healthy and secure working environment. Job satisfaction.

Legitimacy: At risk status, moral right/interest.

Supply of goods. Product quality and security.

Appropriate price/performance ratio. Service and information. Prestige and a clear conscience.

High prices and purchase amounts.

Cooperative innovation. Contract compliance. Good partnership.

Legitimacy: Legal and moral interest.

Growth and innovation. Environmental safety and protection.

Conflicts between the expectations of suppliers and customers:

The Customer expects to be able to acquire items at a cheap cost and of outstanding quality, but the Supplier expects our company to purchase a significant quantity of raw materials from them at a relatively high cost, hence pricing conflicts exist between these two sets of stakeholders Apparently, our firm cannot acquire raw materials at high prices and afterwards offer goods to clients at low prices but top quality; this is impractical since it generates no profit to maintain the business and compensate for the company's operational expenses

Conflicts between the investors and employees’ expectations:

Employees, according to the Marshmalow hypothesis, theory X, and theory Y, always expect to work reduced hours and be paid more Investors, on the other hand, want their Return on Investment rate to rise over time However, this is hard to accomplish since the fewer hours workers work, the fewer finished items are given to clients, resulting in a loss in net revenue and, as a result, a fall in ROI, implying that employee salaries cannot be raised above the initial amount.

Between the expectations of suppliers and customers:

Negotiation is being used to persuade suppliers to offer us with the finest raw materials.

In exchange, our business guarantees to pay them on time, at a reasonable price for a significant number of inputs, and to sustain their income, ensuring that both sides benefit from this partnership.

Evaluating how to balance the Customer's expectations and needs against our capacity to provide at a particular operational cost First, acquiring their confidence and happiness based on the quality of our products and services is regarded as the most important component contributing to our firm's success As a result, FAUGET PASTRIES constantly improve the professionalism of our services and strive to improve the quality of each cake in our shop while reducing the size of the cake The reduction in the size of each cake and the improvement in the quality of the cakes will assure the same degree of satisfaction among clients, even the most difficult ones.

Between the investors and employees’ expectations:

Arbitration resolves industrial disputes between management and employees by presenting an independent third party (the arbitrator) to make decisions binding on both parties.

Profit-sharing schemes distribute a portion of the profits to employees and management, potentially to ease their tensions with shareholders.

Share-ownership schemes have the same goals as profit-sharing schemes but allow employees and management to own shares in the company.

Employee participation improves communication, decision-making, and motivation systems to reduce potential conflicts between employees and managers.

Mutual benefits between FAUGET PASTRIES and the business’ stakeholders:

Mutual benefit means equality and respect within the relationship between the partners and agreements in which both parties gain value

The benefits are shared equally by customers and the firm at FAUGET PASTRIES. Customers are consistently provided with the highest, finest serving quality as well as the most qualified cakes created from the freshest raw ingredients Furthermore, when visiting our bakery, consumers will be greeted as if they were at home, with attentive attention, and all of satisfaction and complaints will be carefully evaluated, so that any individual would never be dissatisfied selecting FAUGET PASTRIES.

By treating customers as family, FAUGET firm can gain trust, loyalty from customers, therefore enhance the net income and the profits for the firm.

With the Partners , they are considered as our main financial sources We strive diligently with the goal of making investors richer and richer and make certain that once our partners accept us and invest in our business, they will receive at least twice as much as they invested They will also be able to enjoy complimentary cakes at our shop for a year for a reduced price FAUGET PASTRIES receives money from investors to invest in equipment, raw resources, and operating operations; in return, it is our responsibility to make the investors wealthier.

With the Suppliers , when it comes to unfinished products, they are the most important factor, there are no products to sell without them Suppliers are valued and always being made certain that they are adequately paid for the services they supply the store with, in order to guarantee that both the suppliers and the business benefit from this relationship.

With the Employees , FAUGET PASTRIES make certain that they are appropriately paid for the time they dedicate to the company We consistently provide strong and solid salary plus alternative investments to company employees since it encourages them to contribute more to the business, and in response, our income derived from enhanced productivity.

With the Communities , we frequently ensure that everyone has an equal opportunity to invest in the cake shop and profit from their investment In consequence, the business may diversify its financial resources and become financially independent, allowing it to remain competitive for a longer length of time.

Stakeholders’ influence on business management & decision-making by managers

Customers are critical to the survival of any firm in general, and FAUGET PASTRIES in particularly Attracting more consumers indicates greater opportunities for the firm to be profitable in the future; otherwise, the less clients a business attracts, the more limited its income source is, increasing the organization's chances of becoming bankrupt in the coming decades.

Key customers are those who enjoy cakes and are interested in attending or celebrating parties, the majority of whom are between the ages of 18 and 25 Because these consumers are the primary goal, demonstrating the value that FAUGET PASTRIES can provide is a major emphasis To achieve customers’ satisfaction, there are several things that our bakery must do, including:

- Adding more products (cakes, in our industry) to provide the clients with more high- end quality choices for their party or special celebrations.

- Emphasizing the service attitude of our staff toward the customers in order to provide them with a positive impression and consequently turning them into loyal supporters.

- Strictly regulating and providing proper training for our new employees, so as to help them avoid any possible mistake during their work, which may be a serious threat for the whole cake shop chain if it happens.

Managers, like consumers, are evaluated as being extremely engaged in FAUGET company Their primary priority is activities related to the operation of the cake stores, such as how excellent the quality service is as well as how delightful the cakes our brand offers are, as well as how much money we earn and spend in a certain time period.

However, neither the service nor the flavour of the cakes are their primary goals. Instead, what truly catches the managers' attention is the success that the cake business is making, our impact in the community, of which money is the most important factor As stated in the Organization's Structure above, each member has their own duties Finally, the three Head of Departments must be pleased by the performance of the employees Otherwise, the business will go off-track, leading to major failure of the whole FAUGET cake shop chain.

Our partners are categorized into 2 groups: retailers and suppliers.

In terms of friendly businesses, their effect on the business exists but is not overpowering Cakes are supposed to be taken to other stores that sell a multitude of concepts Some examples of businesses with whom we would like to collaborate in merchandising cakes, in order to decentralize the art of selling cakes, include convenient shops, grocery stores, and so on; Clearly, these sorts of shops can be easily identified and would not refuse to cooperate if have been made a solid proposal However, it is evident that they continue to play an important part in the development of the cake store chain and its influence, since building advantages against competitors in terms of market share is ambitious.

They are identified as the stakeholder with low power and noticeable interest in our project For the partner stores that support the business by selling our products, providing them with products’ key information (products’ name, price, flavour ) and sharing them with the right amount of profit (between 15% to 30% per sold cake).

Suppliers, on the other hand, perform a completely different function to the cake store It is obvious that without their components, cakes will never be manufactured, resulting in a major sequence of impacts including such losing market share, being vulnerable to the competency of our competitors, and bankruptcy Identifying a strategic supplier for a long-term strategy is fundamental for the bakery to gain if we buy a big quantity of things at once, so that the business only has to pay wholesale costs, which are significantly less expensive than retail pricing.

They are eager about the firm’s project, particularly our profit, because the sustainability and profitability of our firm would have a direct impact on their desire to keep collaborating with us or not As a result, suppliers have been validated as having high influence and interest in our project For suppliers, trustworthy partners that can supply us with the ingredients we want at a fair price need to be located This may appear to be a request for assistance, but in this situation, the partners are judged trustworthy may also gain since, once making the suggestion of collaboration, they will have more opportunities to be involved in our business and, as a result, have more opportunities to profit However, maintaining and improving the relationship between the bakery and the suppliers is more crucial, which can be done by complete obedience to the contract of agreement In the future, when opening the second and the third store, more ingredients are needed and they may also have their opportunity to earn more than they used to.

Any business is being conducted, government influence is a factor that hardly anyone wants to overlook Because of their great level of control, governments have the ability to eradicate any possible danger by any means required, in this example, those who attempt to breach the law Numerous incidents of firms refusing to respect the law and receiving terrible penalty have occurred, which has a major influence on their financial condition as well as their profile and honour Despite their great degree of power, their level of interest is fairly restricted In most circumstances, they do not want to spend the majority of their time focused on a given issue if it is not essential; alternatively, they prefer to see the overall picture of whole industries Their primary concern is whether the firm observes the law and pays sufficient tax to the government To summarize, the government has significant influence over every firm, including ours, yet they are uninterested in our initiative, therefore we must pay attention to them and satisfy their primary needs, which include:

- Completely disobey the relevant law of culinary business:

+ Having verified food safety license, ensure the hygiene of product and service.+ Having business registration certificate and other relevant papers, verified by regional governmental offices.

- Pay the right amount of tax on time, depend on the bakery’s yearly income:

The role of managers is already emphasised in the first part However, it is necessary to also recognize how important the employees are to an organisation

Employees are certainly one of the most important aspects of any business, and our cake shop are no exception Some roles may be more crucial than others, such as customer service representatives, who must be extremely cautious in their behaviour because they primarily engage with clients If their behaviour is deemed inappropriate by customers, it will have an immediate and long-term detrimental impact on the store, beginning with a negative shift in consumers' attitudes toward the bakery FAUGET cannot run the cake business without smart management and high-quality, motivated personnel However, there is a significant disparity between their effect on our cake business and their enthusiasm in our initiative.

In some cases, an organization's personnel must be fully informed of its vision and ambitions The cake store, on the other hand, only expects employees to be disciplined, which implies adhering to the regulations as well as the top-down instructions As a result, it's logical that our employees' primary focus is whether they're doing a good job and how much they make every month To summarize, employees at our cake store are seen to have big effect on our business yet have little interest in our project As a result, various things must be done to satisfy them:

- Provide relevant information relating to their work such as the upcoming important activities and reminder of working process.

- Provide proper training to the newcomers, in order to help them avoid possible mistakes in the future.

- Motivate employees with social activities, such as taking a trip or holding a party in order to provide them with energy to keep working, as well as to make the relationship among team members more sustainable.

*Media (Social Online Media channels):

To our bakery, the relevance of social media is apparent, especially for the marketing staff, who has top job and spends the majority of their time on social media.

Channels on several online social media platforms (Facebook, Tiktok, Instagram, Twitter ) or well-known Tiktok users filming movies about our cakes are typical examples of how social media is tied to our cake business.

In terms of interest, it is clear that social media's interest in our initiative is fluid. Conversely, it is dependent on the market influence To make matters worse, at this point in time, when FAUGET are just getting started in this business, the number of people who have ever heard of us is so small that we cannot rely on partners to help with marketing but to do it ourselves In this scenario, performing our own marketing is a must, either by handing out leaflets, which can be done quickly, or by building up and creating online pages and our own website, which takes a decent time period.

Ngày đăng: 30/01/2024, 05:16