Fore Pizza Business Management Manual Revised 3 March2008

Fore Pizza Business Management Manual Revised 3 -March-2008

Fore Pizza Business Management Manual Contents of this Manual: Company History Our Quality Policy Business Management System (BMS) Scope Our Organization Structure Our Business Processes Revised 3 -March-2008

Fore Pizza Business Management Manual Our Company History We were originally founded by Ty Webb and Danny Noonan as a way to spend some of Ty’s excessive family wealth. We opened our first store in 2003 in the abandoned caddy shack at Bushwood Country Club in Tampa, FL. After our unexpected initial success we asked our first employees, Krusty the Clown and Eric Cartman to help us expand our business. In 2007 we opened new stores in Springfield, MA and South Park, CO. We hope to grow further and expand to new markets by using our quality policy and management system. Revised 3 -March-2008

Fore Pizza Business Management Manual Our Quality Policy It is our policy to put the customer first. Our goal is to satisfy every customer every time. To do this we must constantly ask our customers and our employees how we can be a better company. It is our management team’s primary job to ensure that every employee is actively involved in achieving this goal. Revised 3 -March-2008

Fore Pizza Business Management Manual BMS Scope The scope of our management system covers the creation and delivery of pizzas and other related food and beverage products to meet our customers’ requirements Our businesses are located at: 111 Bushwood Drive, Tampa, FL 459 Simpson Blvd. , Springfield, MA 323 They Killed Kenny Way, South Park, CO Revised 3 -March-2008

Fore Pizza Business Management Manual Organization Structure President Operations Manager HR Manager Business Improvement Manager Purchasing and Inventory Manager Business Improvement Coordinators Purchasing and Inventory Associates Store Managers Ordering associates Scheduling Associates Pizza Creation Associates Pizza Delivery Associates Revised 3 -March-2008

Fore Pizza Business Management Manual Our Business Processes (Click on any process to see details) Top Management Business Planning, Marketing, Management Review, Preventive Action Internal Audit Program Hungry Customer Ordering Order Scheduling Purchasing and Inventory Management Corrective Action System Pizza Creation Hiring, Training and Development Revised 3 -March-2008 Facility and Equipment Maintenance (outsourced) Pizza Delivery Satisfied Customer & Feedback

Fore Pizza Business Management Manual Process Owner: Operations Manager and Store Managers Supplier(s) Customer(s) Methods: • Order Scheduling Phone order work instruction • Hiring, Training and Development Email order work instruction • Order Scheduling Input(s) Output(s) • Customer Orders Process • Store menus and topping list Customer Ordering • Average pizza wait time report • Accurate and complete customer order details processed in under 5 minutes Resources: Metrics: Phone Systems Complaints for inaccurate orders Email Server Average customer wait time on phones Ordering associates Email processing time Revised 3 -March-2008

Fore Pizza Business Management Manual Process Owner: Operations Manager and Store Managers Supplier(s) Customer(s) Methods: • Customer Order Process Order Scheduling work instruction • Purchasing and Inventory Management • Pizza Creation • Pizza Delivery • Customer Ordering • Hiring, Training and Development Input(s) Output(s) • Customer Orders Process • Inventory availability report Order Scheduling • Pizza cue report • Pizza delivery report • Accurate and complete pizza creation and delivery schedules updated every 10 minutes • Average Pizza wait time report updated every 10 minutes Resources: Metrics: Inventory and scheduling database Complaints for inaccurate orders GPS delivery database Average pizza delivery time Scheduling Associate Revised 3 -March-2008

Fore Pizza Business Management Manual Process Owner: Operations Manager and Store Managers Supplier(s) Customer(s) Methods: • Customer Scheduling Process • Purchasing and Inventory Management • Facilities and Equipment Maintenance • Hiring, Training and Development Pizza Creation work instruction • Pizza Delivery • Our Hungry Customers • Management (new product ideas) Input(s) Output(s) • Customer Orders • Pizzas created to customer requirements Process • Inventory availability report Pizza Creation • Pizza cue report • New product ideas • Customer feedback – pizza quality Resources: Metrics: Pizza ingredients Inventory Complaints for inaccurate orders Pizza preparation equipment Average pizza creation time Pizza Ovens Customer feedback – pizza quality Pizza Creation associates Safety Incidents Wasted inventory reduction Revised 3 -March-2008

Fore Pizza Business Management Manual Process Owner: Operations Manager and Store Managers Supplier(s) Customer(s) Methods: • Pizza Creation Process • Ordering Scheduling Process • Hiring, Training and Development Pizza Delivery work instruction • Our Hungry Customers Input(s) Output(s) • Pizzas for delivery • Pizzas delivered safely, hot and within 30 minutes of order Process • Pizza delivery report Pizza Delivery Resources: Metrics: GPS delivery database Complaints for late orders Company delivery vehicles Average pizza delivery time GPS devices Customer feedback - pizza delivery Pizza Delivery associates Traffic ticket rates Accident rates Revised 3 -March-2008

Fore Pizza Business Management Manual Process Owner: Purchasing and Inventory Manager Supplier(s) • Hiring, Training and Development Customer(s) Methods: Purchasing and Inventory Management Procedures Ordering Scheduling Process Pizza Creation Process Input(s) Output(s) • Ingredient inventory levels Process • Customer feedback - pizza quality Purchasing and Inventory Management • Pizzas created to customer requirements Resources: Metrics: Inventory and scheduling database Inventory accuracy Business forecast reports Ingredient spoilage costs Purchasing and Inventory Associates Customer feedback – pizza quality Revised 3 -March-2008

Fore Pizza Business Management Manual Process Owner: HR Manager Supplier(s) Customer(s) Methods: • Management Workforce competency, motivation and satisfaction procedure Employee hiring process • Management • Process Owners • Employees Trainer Certification Program Input(s) • • Output(s) Business Forecast report Customer Feedback Training effectiveness results Employee Feedback Process Hiring, Training and Development • Effective training methods • Employee Development Plans related to business objectives • Competent LEADERS • Competent workforce • Motivated workforce • Satisfied workforce • Diverse workforce Resources: Metrics: Certified Trainers Ability to achieve Business Objectives HR Manager Employee Satisfaction survey results Cross training analysis Diversity analysis Revised 3 -March-2008

Fore Pizza Business Management Manual Process Owner: Operations Manager Supplier(s) Customer(s) Methods: • Management • Process Owners • Employees Input(s) Output(s) • Business Forecast report • FDA regulations Process Facilities and Equipment Maintenance • Facilities clean and organized • Adequate capacity and utilization of food preparation equipment and ovens • Efficient energy use Resources: Metrics: PM Database Government inspection results for sanitation and safety Outsourced Maintenance Program Safety incident rates Reduced Energy Consumption Revised 3 -March-2008

Fore Pizza Business Management Manual Process Owner: Business Improvement Manager Supplier(s) Customer(s) Methods: • Process Owners Internal Audit Program Procedure • Management • Process Owners Input(s) • • Output(s) Business Performance Trends Process Performance Trends Previous Audit Results Customer Feedback Corrective Action Results Employee Feedback Risk analysis New product introductions Process Internal Audit Program • Value added audit findings • Improvement Ideas • Preventive Actions Resources: Metrics: Internal Audit Team Audit effectiveness survey results Business Improvement Manager Business Improvement Coordinators Revised 3 -March-2008

Fore Pizza Business Management Manual Process Owner: Business Improvement Manager Supplier(s) Customer(s) Methods: • Process Owners Corrective Action Procedure • Management • Process Owners Input(s) • • Output(s) Customer Complaints Internal Audit findings Internal problem reports Government inspection findings Process Corrective Action System • Permanent solutions to internal problems and customer complaints • Risk reduction Resources: Metrics: Business Improvement associate Repeat complaints Business Improvement Manager RPN reduction Revised 3 -March-2008

Fore Pizza Business Management Manual Process Owner: President Supplier(s) Customer(s) Methods: • Process Owners Balanced Scorecard Management Review Data Sheet • Our Hungry Customers • Employees Market analysis (SWOT) Input(s) Output(s) • Business Performance Trends • Process Performance Trends • Internal Audit Results • Customer Feedback • Corrective Action Status • Employee Feedback • Risk analysis • New product ideas Process Management • Improvement Plans • Employee Development Plans • Preventive Actions • New Products • Business Forecast report Resources: Metrics: Management Team Ability to achieve Business Objectives Revised 3 -March-2008