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Business ISU: Tim Hortons

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Amanda Denomme

on 14 January 2013

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Transcript of Business ISU: Tim Hortons

Tim Hortons BOH4M Business Leadership-Management Fundamentals Business ISU: Analysis of an Organization Amanda Denomme 14 January 2013 Tim Horton (1930 - 1974)
Founder Ron Joyce
Co-Founder, Tim Hortons/Chairman Emeritus, Tim Horton Children's Foundation Ron Joyce was born in 1930 in Tatamagouche, Nova Scotia. In 1965, his entrepreneurial spirit had come to the fore and he took over the fledgling Tim Horton Donut Shop on Ottawa Street in Hamilton. By 1967, after he had opened up two more restaurants, he and Tim Horton became full partners in the business. Upon Tim Horton's death, Mr. Joyce purchased Tim's shares from Tim's wife and took over as sole owner of the chain, which then consisted of 40 restaurants.Shortly after Tim Horton's death, Mr. Joyce was instrumental in setting up the Tim Horton Children's Foundation, created in line with Tim Horton's love of children and desire to help those less fortunate. The Foundation, which is a non-profit, charitable organization, operates camps for economically disadvantaged children from communities in which Tim Hortons stores operate. In 1989, Mr. Joyce was honoured for his success in the foodservice industry by being made a Fellow of the Hostelry Institute. He was selected as the recipient of the Ontario Hostelry Gold Award as Chain Restaurant Operator of 1992. Mr. Joyce's dedication and commitment to the Tim Horton Children's Foundation earned him the Gary Wright Humanitarian Award in 1991, presented periodically in recognition of the outstanding contributions to the betterment of community life throughout Canada. In April 1999, he was inducted into the Canadian Business Hall of Fame, alongside other well-known Canadian business moguls and in October of the same year, he was named Entrepreneur of the Year® for Ontario and Canada. Paul D. House
Executive Chairman, CEO & President
Mr. House joined Tim Hortons in 1985 as Vice-President of Marketing. At that time, there were just over 200 Tim Hortons locations. Two years later, he became Senior Vice-President of Operations and in 1990, he was appointed to Executive Vice-President of Operations. In 2006, Mr. House became Chief Executive Officer and President and in February 2007 was appointed Chairman of the Board. Under his leadership, The TDL Group Corp. and the Tim Hortons chain have achieved outstanding growth and success. Tim Hortons has emerged as an industry leader by expanding its menu choices, transforming restaurant designs and introducing Always Fresh baking. Throughout this evolution, the chain has retained its community roots and commitment to friendly service, fresh product and great value. Paul D. House accepted the position of Executive Chairman in March 2008, allowing him to focus on corporate strategy, franchisee relations and Board leadership. Mr. House also sits on the Board of Directors for the Tim Horton Children's Foundation. Tim Horton was born in Cochrane, Ontario on January 12, 1930. He was signed by the Toronto Maple Leafs in 1949 and performed as one of the steadiest defencemen on the blueline throughout his 22 years in the National Hockey League. Tim Horton played on four Stanley Cup teams and was an All-Star player six times. Outside the rink, Tim was just as sharp and talented. He realized that his hockey career would not last forever and he sought to find a clever way to add to his hockey salary. Tim decided to try his luck in the coffee and donut business. The first Tim Hortons franchise opened in 1964 in Hamilton, Ontario. In 1967, with three restaurants in operation, Tim became full partners with franchisee of Tim Hortons Restaurant #1, Ron Joyce. Since then, Tim's signature has become a prominent fixture in the Canadian landscape. Sadly, Tim did not live to witness the chain's great success. He was traveling back to Buffalo from a game at Maple Leaf Gardens when he was killed in an automobile accident on February 21, 1974. At the time of Tim's death, there were 40 Tim Hortons restaurants. Community Involvement The Tim Horton Children's Foundation was established in 1974 by Ron Joyce, Co-Founder of the Tim Hortons chain, to honour Tim Horton's love for children. The Foundation is a non-profit, charitable organization committed to providing a fun-filled camp environment for children that are less fortunate. During their stay at one of the Foundation's six camps, campers participate in a wide range of first-class programs and activities designed to increase self-confidence, self-esteem and teach leadership skills that will continue to benefit them.
What You Can Do There are many ways to help a disadvantaged child through the Tim Hortons Children Foundation. You can make a donation, attend a fundraising event or volunteer. Tim Hortons has set up a small donation box at each location, making it easier for you to donate. You can also donate online or you can text to make a small donation. There are also opportunities to host your own fundraiser to raise money for the organization. Involvement MISSION STATEMENT:
Our guiding mission is to deliver superior quality products and services for our guests and communities through leadership, innovation and partnerships.

OUR VISION:
Our vision is to be the quality leader in everything we do Guiding Principles At Tim Hortons they use the following Guiding Principles to frame their decision-making, strategies, actions and their behaviours: Sustainability and Responsibility Framework
Individuals: Tim Hortons respects individuals and encourages them to achieve their very best.
Communities: Tim Hortons believes it has a positive role to play in enabling communities to thrive and grow.
The Planet: Tim Hortons understands changes in the environment need to be managed, and we embrace our responsibility to do our part.
Strong governance, high ethical standards and a commitment to active engagement with their stakeholders support this framework.
Sustainability and Responsibility at Tim Hortons is the way they formalize how they make a true difference for individuals, communities and the planet everyday. Their Sustainability and Responsibility framework focuses on three main pillars. Training Program New franchisees undergo an intensive seven week training program at the Tim Hortons University, located next to the Oakville, ON, head office. The facility includes classrooms and a fully operational restaurant, providing trainees with intensive hands-on experience in the preparation of all Tim Hortons products. Strong emphasis is placed on food handling and hygiene procedures, team member relations, equipment maintenance and in-restaurant security systems. Why Tim Hortons Flexible schedules
Convenient locations
Competitive wages
Free uniforms*
Advancement opportunities*
Comprehensive training
Incentive and recognition programs*
Health and dental benefits*
Tim Hortons scholarship program
Community involvement
There are many reasons to work at Tim Hortons. Tim Hortons restaurants employ over 100,000 people in Canada and the US. Each restaurant has a unique place in the community where it operates and so do the team members who work there. Organization Structure The Tim Hortons head office is in Oakville, Ontario and they have numerous regional offices across Canada and in the U.S. They offer support to Tim Hortons Restaurant Owners from coast to coast. Across North America, Tim Hortons Inc. employs more than 1,800 people in various functional areas. To achieve success and excellence, their corporate team is made up of specialists in all areas of the business including, but not limited to: Operations, Research & Development, Training, Real Estate, Construction, Finance, Human Resources, Legal, Franchising, Purchasing, and Marketing. For example the focus of the Operations team is to partner with restaurant owners to ensure their business success. On a regular basis, the Operations team is responsible for coaching restaurant owners on management issues, training restaurant personnel, participating in new restaurant openings and supporting the launch of new products. Exciting career opportunities include Operations Representatives, District Managers, Trainers and Corporate Restaurant Managers. Strengths and Weaknesses Tim Hortons formulates their own coffee and is able to sell it to their customers. Having a good quality product will satisfy more customers, which will also sway customers to go back for more. Another strength that Tim Hortons has is its corporate responsibility through their charity organization “Tim Hortons’ Foundation”. This foundation is able to contribute money, volunteers, camps, and such to children who are unable to experience the many pleasures of life as compared to an average child. The Tim Hortons Foundation also seeks to help disabled children and children under foster care. Annual Clean Up
In celebration of Earth Day, Tim Hortons corporate employees volunteer in an annual corporate clean up event. Over 500 Tim Hortons employees across regional offices in both Canada and the United States take part each year. Eco Festival
The Eco-Festival has educated 35,000 students from grades 4 to 6 for over 12 years. This unique four-day event brings together a number of environmental organizations, businesses and experts. It empowers elementary students by offering them ideas on how to make an eco-friendly difference in their communities. Animal Welfare
Animal welfare is an important issue to Tim Hortons and all of their stakeholders, including their Restaurant Owners, suppliers, investors and guests. Tim Hortons has an Animal Welfare Policy and program in place that is integrated within their Sustainability and Responsibility framework. They believe that animal welfare is a key component of a sustainable supply chain and is equally important as issues such as food safety/security, transparency, environmental management and economic issues. Leadership Tim Hortons actively participates in community events and is always figuring out new ways to improve the community and better the lives of others. This shows that the organization has great leadership. The Tim Hortons organization shows it`s leadership qualities by donating money to less fortunate children and having camps for them to go to, to have a life changing experience. Not only do they help children but the environment as well. The Tim Hortons program also holds food drives and sponsors sports programs, showing that they can help make the community a better place. The biggest weakness for Tim Hortons expanding to the United States is that they have not created awareness of the American market. Another problem is that most Americans prefer black coffee, and most customers are satisfied with places such as Dunkin’ Donuts coffee. This has caused problems for Tim Hortons as it has been unsuccessful with marketing to get customers to switch over to Tim Hortons. Dunkin’ Donuts offers awide variety of donuts and coffee that Americans are very pleased with. Tim Hortons offers more types of coffee and a wider variety of food choices and yet Tim Hortons is unable to reach American customers enough to bring them to try a coffee or donut. Threats Menu The Tim Hortons menu is always evolving to meet consumer tastes. They specialize in coffee and other beverages like tea, iced cappuccinos, hot chocolate and many more. They offer a variety of baked goods such as donuts, muffins and cookies. They have a wide variety of breakfast and lunch options as well, which include bagels, soups, paninis, breakfast sandwhiches, yogurt, etc. By adding new items all the time they are always keeping their menu fresh. Tim Hortons also has seasonal baked goods like their pumpkin spice donut for Halloween, the white hot chocolate for Christmas time and Christmas coloured sprinkled donuts, along with many more. Tim Hortons also sells coffee mugs, packages of tea or coffee so you can have your favourite selections on the go. Recently Tim Hortons has teamed up with Tassimo which allows you to brew Tim Hortons coffee and Lattes in the comfort of your own home with a Tassimo brewer. • Do things that make a true difference.
• Acknowledge and respect the social, environmental and economic impact of our activities.
• Honour, respect and support individuals and stakeholders.
• Participate with, and build the success of, our communities.
• Be honest and transparent in our communications
Current threats for Tim Hortons include competition. For instance Dunkin’Donuts and sandwich shops like Subway or Mr. Sub. Dunkin Donuts’ is a threat because of their strong brand image that they have in the United States. Many customers are aware of what products and services they offer. The issue with sandwich shops being a threat is only against Tim Hortons’ sandwiches that they offer. The problem is that Tim Hortons’ sandwiches are $5-$6 for a portion half the size of a subway sub that costs $6-$9. So the threat here is that customers may see that Tim Hortons’ sandwiches are expensive and it is cheaper for them to go to one of the big chain sandwich retailers. The hope is that Tim Hortons will realize this and lower the price to keep these customers, as well as to not be overtaken in its fight to offer more. If Tim Hortons was to be overtaken then they would not be able to offer these sandwiches and therefore there would be one less type of item to offer to its value customers. Conflict Resolution Tim Hortons has a reputation and image to maintain in the community. They are looked up to by the children they have helped along with other people of the community. Because they have such a strong positive image in the community any conflicts would be resolved immediately. They do not tolerate those individuals who may cause conflict or who may not be suitable for the organization. This is because they want their employees to uphold the leadership role that Tim Hortons has spent years creating. All Tim Hortons employees must read the Standards of Business Practices which states the consequences of inappropriate actions and they must abide by the document to ensure no conflict arises and how to deal with it if it does. Roll Up The Rim To Win! People all across Canada and the United States celebrate their favourite promotion at Tim Hortons restaurants, which is Roll Up the Rim!
Customers can purchase a hot beverage at any Tim Hortons location and roll up the rim on their cup to see if they won a prize. The prizes include; money, free donut or coffee, TVs, cameras, cars and Tim cards. This is yet another strength Tim Hortons has, making customers want to go to Tim Hortons because of the incentives and promotions! Tim Horonts is also the only place to have a promotion like Roll Up the Rim.
Works Cited www.timhortons.com www.rolluptherimtowin.com www.sustainabilityreport.timhortons.com http://www.timhortons.com/ca/pdf/SOBP-en.pdf http://www.timhortons.com/ca/en/difference/childrens-foundation.html
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