CPE 520

FAST FOOD RESTAURANT PROJECT MANAGER

PREPARED FOR : PN. SITI FATMA BINTI ABD KARIM

PREPARED BY :

NUR ATIKAH BINTI KAMARULZAMAN (2017632024)

FATIN NURUL AQILAH BINTI ISHAK (2017632012)

ELMI SYAFIQ BIN ABDUL RASID (2016534899)

NURUL HAZIRAH BINTI A RASHID (2017632036)

MUHAMMAD AMIRUL BIN ROZALI (2017632026)

AMIRUL ANWAR BIN MAZLAN (2017631952)

GROUP : EH2204A

DATE OF SUBMISSION : 29 MARCH 2019

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TABLE OF CONTENTS

1.0 Introduction ................................................................................................................................. 2

2.0 Contents

2.1 Communication skill and Human skill .............................................................................. 3-5

2.2 Decision making skill and Negotiation skill ……………………………………………………………….…5-7

2.3 Organization skill and Critical thinking skill …………………………………………………….…….......7-9

2.4 Leadership skill and Risk management skill ………………………………………………….……………9-11

2.5 Time management skill and human resources management skill ……………………...… 11-14

3.0 Conclusion ……………………………………………………………………………..………………………………. 14

4.0 References …………………………………………………………………………………………………..…………. 15-16

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1.0 Introduction

Nowadays, business world has become a fast paced industry to satisfy the customers
need with the help from the advanced technologies where the product can be display on the
gadget without prioritizing travel distance. This trends have affected many industries to keep
up with the modernisation to prevent it from been out-of-date organization including food
and beverage industry. Thus, many company want to take workers who has the skills to keep
it up with the pace. For the workers, these skills have been a ticket for them to promote
themselves to their desirable company to get the job. In any organization, skills are very
important to manage the organization structure. Without skills, the organization will collapse
due to the lack of talents and make it cannot be more productive compare the other
competitors. For the company, this is very disastrous since they need to attract the investors
to invest in their company and thus the company has their funds to keep running.

For food and beverage industry especially the fast food business, the skills are very
essential since it need to be deal with the customers and more importantly with the time
management. Management is important since it will represent the personality of the person
who handle it. According to Local Government Management Board (1993), management can
be expressed as a set of competencies, attitudes and qualities broadly distributed throughout
the organization. Management style can be define as the method in which manager achieve
results. However, it can have similarity with the concept of leadership but in actuality
managers are chosen and responsible to those who appointed them. (W. David Rees, 1996).
Food and drink has become an essential when to study about public dining. Public interest on
food has become trending since 1980s since food can be political issue in topic of health, a
matter of leisure and recreation as well one of the primary necessity in life. (Wood, 2000).

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2.0 Contents

Skills are essential to practice to have a good organizational structure and can advance on
their career to keep up with the industrial growth since poor organizational skills make the
people less efficient in doing their job. Below are one of the skills that the project manager of
fast food restaurant need to has to handle the job.

2.1 Communication skill and Human skill

As a fast food restaurant manager, two common yet the most important set of skills
that every manager had to have to safeguard the outlet quality and maintaining the reputation
of the company is human skills. This skill has a strong hospitality element, ensuring that the
restaurant delivers high-quality food and drink and good customer service. An example of
human skill is communication skills. (Alain, 2013). Communication is imparting or
exchanging information by speaking, writing or using some other medium. Human beings
have a very long history of communication from using body language, grunts and noises to
using an actual words spoken fluently without any weird noises coming from weird parts of
our body. Most experts agree that cave paintings, were the first attempts from our ancestors
as an illustrated communication. The oldest cave paintings known one being about 40,800
years old. In fact, this is even probably that cave paintings pre-dated the spoken word. So the
existence of the cave painting shows that, communication has been an important aspect of our
lives ever since and most of our advancements from today are connected to it.

Now let us talk about human skills as general. What is human skills? Human skills is
an individual's ability to understand other people or employees and work together effectively
in teams. So the ultimate question is, is it necessary for a manager in a fast food restaurant to
have these set of skills and what is the correlation of both skills in this matter? Yes, it is very
necessary for as a manager to have a good communication skills and human skills in order to
lead. Both skills are highly relatable with each other as those skills are different but
complimentary with each other to establish a proper managerial trait in a person. With a
proper human skill, a manager can be recognize by his or her employees as someone to look
up to and lead effectively without any hassle because having an established human skill can
improve one’s communication skills and the roots in managing people or business is
communication. You may ask, why is it so important to have these fundamental skills-which
are human skill and communication skill-as a manager? Well for starters, those skills can
improve the employees’ morale. What is a fast food restaurant or any other business without

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any employees? It can’t be run by robots only as one day there might be rebellion by the
robots. Back on the serious side, good communication in the workplace can improve
employee morale and engagement. Statistically, only 14 percent of companies have
employees who understand what there are supposed to do and what is their role to achieve
their company’s goals. The other 86 percent still remains clueless till today. Furthermore, 77
percent of workers stated that there not being thoroughly provided with feedback from their
manager. So, the employees do not know if they are doing something right or wrong.

So get to know with your employees, as how their day is, treat them for lunch
sometimes and always listen to your employees so that they know that they are being taken a
good care of by their manager thus, the productivity rate will increase while your employees
will smile brightly while serving all sort of fad from the customers that bashing through the
doors from dusk till dawn. The benefits of communication skills go beyond a happier, more
productive team. If you are an architect, you need to communicate to understand your clients
and help them designing their dream homes. If you're a doctor, it's essential to speak
effectively with your patients so they know what type of health conditions that they have and
what type treatment options that they can receive. A web designer needs strong
communication skills to design a website that meet customers' needs or objectives and the
crews at a fast food restaurant needs to communicate well with the customer so that there
aren’t any miscommunication or slip of the finger when keying their order and produce a
scene. Effective communication will help into building a stronger customer relationship. No
matter your industry, ensure that every words you say understood able by others and you try
to understand others. This will give you a more productive crews and a competitive edge in
any business you enrolled in to increase your revenue and customers’ satisfaction.

For every advantages, there will always be disadvantages. One of the main
disadvantages of communication is your voice is not being heard. No matter how strong or
flamboyant you deliver your speech to your employees, if the other parties are not receiving it
well or let it fall on deaf ears, it will lead to conflict that often can't be resolved without either
a compromise or dissolution. (Leonard, 2019). To resolve this main issue, there are some
suggestions including firing those employees that does not want to comply, but that would be
too harsh and barbaric. So to be professional, if you are serious about improving
communication between your employees, demonstrate a commitment towards change. To
show that you are to make a big change in the working environment, you can go for an act of
measuring as a symbol to make sure you are valued by your employees. However, never

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measuring without having the slightest intention to follow through as it will end up as a big
disaster. Do something with the data you achieved or studied to be effective in supporting
change to show the progresses that you and your employees had made. So if you are planning
on being a manager that can manage any project without any doubts and effectively, try
polishing up your communication skills as well as your human skills. Read more, attend
seminars and talk on front of the mirror every so often to polish up your communication skills
because in a fast food restaurant, you need communication to ensure that whether that lady
two burgers with extra fries is already on deck on still disintegrated on the counter. Be
confidence and think before uttering the words that floating in your heads because a failed
communicator is a failed negotiator.

2.2 Decision making skill and negotiation skill

Decision making as project a project manager can be classified into three broad
categories, which the first categories is based on operation research, welfare economics,
decision analysis and various forms of multi-attribute utility theory (Parkins, 1996). The
second category is including models of real human judgement and decision behaviour derived
from psychological research and the third is, for description of decision making in
organization, writers of more sociological bent (Parkins, 1996). Effective decision making
requires the ability of to negotiate and influence the organization also the project
management team. According to the Project Management Book of Knowledge there are
guidelines for decision making which are first as the project manager he or she need to focus
on the goals to be served in a project. The goals need to be cleared for the project manager
also to the management team. As the project manager need to decide exactly what to create
and how to recognise when it comes to be. According to International Conference on Civil,
Architecture and Sustainable research on Project Management Knowledge and Skills for the
Construction Industry by Achara Khamaksorn, decision making is one of the knowledge and
skill, rank at 10th place in the data collected to shows that it is important as a project manager
need to be good at.

In fast food industry the project manager need to set goals based on the company’s
objectives, value and standards. A project manager always considers the company value
when setting goals to ensure it associate with the company brand, customer and the workers
in the company (Hess, 2017). For example, the best value of the company is to serve the best
beef for burger, from there project manager and the team management will have a cleared

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goals and create goals to serve the purpose and achieved the goals. A project manager also
capable of study the environment factors to start a project. Project manager also need to have
a better understanding who takes part, how the process of the project would work, which the
parameters are considered and what are the factors that would influences the project (Juan
Arraiza Irujo, 2017). This skill of understanding by gaining knowledge on all of these aspects
will help project manager to be better at design and implement the strategies to achieve the
company goals.

According to the Project Management Book of Knowledge (PMBOK) suggest that as

a project manager should be able to stimulate team creativity to meet the company goals. In
food industry, project manager need to elevate the level of customer service by setting a goals
for every staff and member to do a task. This task will be continued by the staff that has been
assigned to to improve the customer service. For example, in food industry the task can be
employee need to greet the customer for 5 months to improve the customer service. This is
important as a project manager as a decision maker because a good project manager will be
able to strategize and to work on how to implement the plans towards the company goals. If
the project manager failed to implement this and consistently reacting to situations, then the
project manager will be focused on how to fix the problems and not on how to improve the
food industry. A good decision maker as a project manager will have a good strategy, a clear
goals and good on how improvise the environment in the company.

According to the Chartered Body for the Project Profession, negotiation is a

discussion involves two or more parties that working to aimed at reaching agreement.
Negotiation between the parties can take place at any place and time and it also can take be in
formal or informal. The outcome of the negotiation may not satisfy for both parties, but
whatever the outcome compromise has been agreed, business or relationship between the
parties can continue, (Lester, 2016). Negotiation skills as a project manager can be applied in
many areas such as conflict management, contract management, requirements management
and stakeholder management (Roger J. Volkema, 2015). (KImberly Matlon, 2008) state that a
skilled negotiators need to be a good listener, question askers, and are adept at finding
alternatives solutions. In food industry there will be involves a range of stakeholders with
varying interest. As project manager, they need to get a win-win mentality situation between
the client. They required to negotiating on the project scope, the schedule, the budget (raw
materials, equipment transportation, etc.) and personnel resources before engagement.

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 A successful negotiation will achieve when the client happy will our planning, they
will be more flexible with the scope of the work, the cost and schedule. A conflict arises
when the client does not satisfy with the plan such as, they are having hard time on the
budget (not enough money to deliver the remaining materials) and schedule on delivering the
material is on tight. A project manager has to figure out a plan and present it clearly the
outline, the issue and options to overcome the issues that arise such as finding more budgets
or remove the some of the material.

2.3 Organization skill and critical thinking skill

Organization is an extremely important when it comes to create a new project. As a

project management, organized grants to priority on different projects without getting
confused or off-track, thereby enhance the productivity and expertise in the organization.
Furthermore, organizational skills are an absolutely necessary for multitasking and keep a
business running successfully.

In the fast food industry, it’s a busy business atmosphere that requires not only
awareness to detail, but a crucial focus. With the great organization, the business will be
running smoothly. In the other hand, if a manager having a bad organization thus the fast
food industry business will be failure. According to an Ohio State University study publish in
2005 about failed restaurant, “60 percent close in the first year of business, with 80 percent
closing within the first five years” (Lorri Mealey, 2018, September 11)

There are few characteristic for a manager to having a successful organization in

handling restaurant. First of all, leadership at all level. Leadership has to start at the high
point of management but it isn’t great unless it spread through the organization. The most
profitable organization come from potent leaders. Furthermore, when an organization share
some crucial knowledge between the organization and use that knowledge to develop the
results, that is call an applied wisdom. Applied wisdom is sharing internal information about
the field. For example, as a manager of fast food restaurant, we must share a knowledge
about our organization to other employee and having a confidence to be a leader. A lack of
confidence can stop we from taking charge. Says from Marci G. Fox “You overestimate the
risk in your mind” (Perigee Trade, 2009)

Next, effective communication is an important key as a manager food restaurant.

There are three main aspects in communications clarity, courtesy and proactive. Clarity is an

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essential element in effective communicate because it’s important for messages and guidance
to be conduct in a clear and brief manner. Meanwhile, courtesy is allowing for information to
be spread within a surrounding of safety and esteem. In this way, response and information
can be transferred with least concern and hurting others. Finally, proactive is a yet another
critical part of communication because the only way to conduct a conversation is to conduct
the proactive one, so the conversation is more focus on what we can do from this point going
forward in order to reach our vision or operate excel team. For good organization can come
from a nice communication between manager and employee, so every person in the
organization understands their position. Every employee must know their part in the strategy
of organization to achieve success.

Project managers are drivers by essence. They are not typically satisfying to hear a
circumstance, and simply wait for resolve to come their way. Most of productive project
managers want to find out the issue that they are facing, how it influences their plan and most
crucially how to solve it. More often than not, however, the project managers aren’t the
subject matter expert on the team. We rely on the expertise and mastery of others to produce
project deliverables and improve the solutions. The project manager’s role is generally to
control or track the issues, report the effect and facilitate resolution. It is in this facilitation
where project managers can bring value and notice he important of critical thinking.

What is critical thinking? In the easy pattern, critical thinking is the potential to think
clearly and logically, understanding the rational connection between ideas. Critical thinking
has been the topic of much discussion and thought since the time of early Greek philosophers
such as Plato and Socrates and has continued to be a subject of study into the modern age.
Critical thinking also can bring advantage greatly by manage from the fact-based perspective
for project team, generally considering the varied skills and responsibilities of the team
members. Good critical thinking can draw rational conclusions from a set of knowledge and
discriminate between helpful and pointless details to solve an issue.

As a managers of fast food restaurant, we are role models for their direct reports. How
managers analyse the trouble will affect how employee will solve problem in the future.
Managers that utilize critical thinking processes will encourage team that are intentional
about analysing problems and develop solution. There a few critical thinking skills that
manager should have. Firstly, analytical skill is part of critical thinking that potential to aware
some situation, whether it is an issue, a set of information or a text. People with analytical

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skills can study information and then understand what it means and what it represents for
example one of your staff has persistently failed to show up for shifts without giving any
reason. On this situation, manager must know how to use analytical skill to know how to
solve this problem.

Furthermore, open minded is a fundamental of critical thinking. To think critically,

we need to be able to put aside any conclusion or judgments and merely examine the data we
obtain. We need to be objective, evaluating ideas without discrimination. For instance, a great
managers come from an open minded person that can embracing different cultural
perspectives of their employee. Moreover, fair and humble when solving a problem from one
of their staff. Finally, problem solving is another crucial skill that require analysing an issue,
generating and realize a solution and evaluate the success of the plan. Most importantly, we
don’t merely want the manager who be able to thing about information critically only but
they also need to be able to come up with answers.

In conclusion, the critical thinking method used to replace the emotions and biases
when dealing with a situation or a problem. The advantage of using critical thinking is its
contribution to widening perspectives about situations and providing a broader range of
action choices to ensure that the decided resolution is implemented and integrated between all
the involved individuals and organizations.

2.4 Leadership skill and risk management skill

Leadership skill is a key to be a good project manager. Role of leadership are lead and
manage teams, setting the vision, motivating the team, serving them, coaching them and
inspiring others (Aston, 2018). To be a leader, it is not just about creating a good atmosphere
for the teams but a leader need to enforce the process and keep everyone in the team in line.
According to Jane Callahan, “Even if the entire team is up-to-speed, remember that you, the
project manager, are still in the lead. That means doing whatever it takes to get the project
done, even if it’s outside of your assigned duties.”

The necessity for leadership in the hospitality arena had been well documented (Testa,
2001; Tracey & Hinkin, 1994). Cichy, Sciarini and Patton (1992) attempted to evaluate
important leadership features in the restaurant sector 20 years ago. In a survey conducted to
51 seniors that are leaders from fast food, family and luxury restaurants, the authors sought to
identify specific leadership areas that might be useful in the food service environment. The

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six keys to be effective leadership were identified as being important are develop a vision,
trust your subordinates, encourage risk, simplify, keep your cool and invite dissent.

On the other hand, a restaurant manager must have a good connection with the
employees. This good attitude of restaurant manager encourages employees to stay with them
and work hard for the goods of company. Restaurant manager must be a role model to
employees by appreciates them by giving an incentive such as encouraging camaraderie and
social events, saying thank you and always allowing mistake to happen with proper advices.
This is because, nowadays there are a lot accident of restaurant manager yells at the staff for
the mistake that the staff done in front of the customer. This accident will affect customer’s
dining experience.

Next, a restaurant manager must know when to make changes. This does not mean
that restaurant manager must institute with customer’s and staff’s suggestion, but do not
hesitate to change if it makes sense for the sake of employee satisfaction and better customer
service. To emphasize, restaurant manager must be flexible.

Project manager had always been an easy target when one’s project is not went well
as had planned. As project sponsors hate surprises, it can be avoided by having a good risk
management, if ones have an ability of controlling risk, that person can stay on top of the
project and actively mitigate it as far as can. The project risk management skills are to be
mastered by the ability to identify risks well before they become problems and develop
effective mitigation plans to eliminate the risk of them becoming problems.

Risk management is relating to law. Therefore, food industry should have insurance
cover if anything happens. The California - based insurance agency Sullivan Curtis Monroe
Insurance Services LLC provided tips on risk management for the food service industry (Fast
Casual, 2013). Some of the tips are coverage for supply chain risk, equipment risk
management and lastly food safety and recall risk. Equipment risk managements can be
avoided by having equipment breakdown insurance covers where it will cover mechanical
breakdowns, damaged caused by power surges and operator error. For food safety and recall
risk, this is happening when customer had to deal with food poisoning from the restaurant’s
contaminated food. A food industry therefore needs coverage not just to protect itself from
prosecution but also to compensate for lost market share and reduced goodwill.

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 The best way to reduce the risk is to manage the risk. The key objective of managing
food safety risks is to protect public health. This is done as far as possible by controlling
risks. Steps of risk management fall into 5 categories. The first is evaluate the risk by identify
the food safety problems and prioritize each risk management hazard. Second is determining
a course of action is by considering other factors after addressing all human health concerns.
Look at economic costs for example loss of profit, benefits for example improved shelf life
and preferences for consumers for example the use of preservatives. The third are
implementing plan once the institution decides on the steps to be taken. Set timelines and
specific tasks. Ensure that the plan is executed. Next is monitor and re-evaluate all activities
so that that they achieve the facility’s goals and lastly is document actions where all the
record is documented and keep organize at the reachable places for risk analysis (McDaniels,
2002).

2.5 Time management skill and human resources management skill

According to ‘Mindtools’ website, time management is defined as the process of

organizing and planning on how to divide your time between specific activities
(Mindtools.com, 2019). Time management referring on efficient time management in order to
assign the right time to the right activities. Effective time management enables for an
individual to allocate certain time slots accordingly. Time management refers to the best use
if time because time is always limited.

In organization as well as in personal life, time managements play as very important

role. It includes efficient planning, the definition of objectives and goals, time - limits, the
delegation of tasks, prioritizing actions according to their relevance and the time needed for
the proper work. For efficient planning, list down all the important work that must be done in
one day against the time each activity should allocated. Do not start new work until your
previous task is complete. So that, the activities can be ensured to be run smoothly without
any burden.

In other hand, restaurant managers need to prepare a way on how to minimize the
stress in working area. Time management skills need to be implementing to every worker.
First, manager need to plan and organized the time well. It is tempting to handle work as
given, but it makes worker less productive by not planning and organizing their job. Organize
workers in a way that makes sense to the relative job. Allow some of the tasks to be
accomplished in each day. Prioritize on what to do list is important for manager to identify

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the tasks. A list of tasks should be provided every day where it being measured by their
importance.

Next, create and keep an activity log for the restaurant. Fill out an activity log for a
week and record each task that have been done in 15-minute blocks. So that, it easier for the
manager to figure out where the task that’ve been done on that day. At the end of the week,
analyse the report. Hence, it allowing to find the task that can be removed to improve the
performance each day. In order to achieved good performance, we must not shortcut the
quality. We often experience the greatest time-waster in efforts to save the time. You do
things right the first time, not just hurrying to do things. Effectiveness and precision in time
management always leads to efficiency.

The benefits of effective time management are important not only for the
development of your career, but also for your personal life. If you do not manage your time
properly in one area of your life, it will affect the other. You need to understand that learning
time management means implementing a change of lifestyle, in order to avoid these
compromising situations. In other words, you must take values consistent with efficient time
management. It is hard for someone to be effective in managing their time that does not use
punctuality as a value. As we can see, most of the project will falling as time management not
organize and plan well.

The advantages for the time managements are we can reduce the stress level among
the workers and customers in restaurant during the peak hours. We can relax doing the job
even enjoying finishing every task. We can gain a good reputation for the company. Hence
less friction and issues during the operation hour. There are also disadvantage for those who
not manage the time properly such as mismanagement, loads of different works at one time,
fatigue and stress become part of life and facing a lot of obstacles.

According to ‘Business Dictionary’ website, human resources id defined as the

process of hiring and developing employees so that they become more valuable to the
organization (businessdictionary.com, 2019). In general, Human resources management
includes job assessment, personnel planning, job reclamation, guidance and training, the
management of salaries and wages, benefits and incentives, performance assessment, dispute
resolution and communication with all staff at all levels.

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 The importance of human resources management skills to the company is to improve
the quality of the workers to be more effective and increase the performance to do the tasks.
It includes of organization, negotiation, problem solving and Conflict Management,
Communication and multitasking.

The importance of Human Resources to the food industry are more focusing on the
ways of managements such as training, education and benefits. First, safety and training must
be provided to improve the skills of the trainer in a good way. The food industry is exposed
to dispute arising from the production or offering of food-producing low quality by consumer
groups and government agencies. Human resources teams play a key role in protecting the
business against these expensive lawsuits. As we can see, one of the popular namely fast food
restaurants which is ‘McDonalds have highly structure of employee training. Ends-level
workers are first introduced through the basic crew training system. The program consists of
job training and is predominantly professional. Each stage of progress beyond crews involves
a new training program which complicates and generalizes skills.

Besides, companies need to identify suitable types and levels of payment and
incentives, including salaries, formal benefits and perks. As the manager, performance
management need to look wisely. Feedback on the work performance of employees
encourages and promotes improvement. Coaching is also part of performance management.
Progressive discipline is a distinct process designed to address unsatisfactory behaviour or
job performance as a formal correction process. What we need to focus to is job analyse and
job descriptions. Employment analyses are used to define tasks and responsibilities for each
job and to determine the qualifications needed to meet job requirements successfully.

As the food industry relies on and serves people, its composition contains a natural
element of cultural diversity. Human resources personnel have a profound knowledge of the
laws governing the cultural divergence in the workplace and need to be adept at effectively
communicating with different cultural and ethnic groups. Recruiting new people from distant
areas to the industry requires employees who can easily transition these new employees into
outstanding employees.

The benefits of human resources management skills are building teams in an

organizing and helps in people engagement and development. If there are no human resources
management skills, it may lead to more consequences happen without our expectations.

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Hence, as project manager in food industry, we should consider this skill in order to
recruiting people to be in the company and accomplish the task in very well manner.

3.0 Conclusion

In conclusion, a project manager need to has the skills to cater with the customers,
suppliers of even the workers to make sure the project that has been run can proceed
smoothly. The skills also can be an advantages for the project manager to advance on their
career and can has the connection or network with the other people that has cooperate with
the project manager. From this, it can make the company has a good name or can has more
cooperation in the name of friendship. The project manager in a fast food industries need to
has communication skill to understanding other people, leadership skill to manage different
department in one project to make sure the task can be directed smoothly without any
conflict, risk management skill to reduce the risk that might happen during the project. The
project manager need to has a back-up plan or alternative plan when the risk happens. There
are other skills that project manager can has such as decision maker skill to make a better
decision after discussion with the party involve to satisfied both party, human skill to increase
the quality of workers, time management skill so the task given can be completed in due date,
organization skill, negotiation skill to has a better negotiation with the suppliers or
shareholders and critical thinking skill.

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4.0 References

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3. Fast Casual. (23 July, 2013). Retrieved from https://www.fastcasual.com/news/5-

risk-management-tips-for-the-food-industry/

4. Lipman, M. (2014). Education for Critical Thinking. Thinking in Education.205-242.

5. Hess, A. (2017). How to Set And Obtain Goals In The Restaurant Business.
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6. Juan Arraiza Irujo, M. A.-E. (2017). Understanding Top Management's Decision

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7. Kimberly Matlon, J. (2008). Inside Your Business Continuity Management Toolbox:

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8. Leonard, K. (2019). Advantages & Disadvantages of Effective Communication.

9. Lester, A. (2016). Project Management, Planning and Control; Managing

Engineering, Construction and Manufacturing project to PMI, APM and BSI
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Butterworth Heinemann.

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