A flowchart for a fast-fooddrive-through window

Determine the important quality characteristics inherentin this process and suggest possible improvements,using the Deming cycle.

Member: Goh Toh Seng Katherine Ho Peng Fang Tan Hui Ping Liu Yun Ying

Lecturer: Dr Wong Wai Nam

Contents

1.Project Objectives

2.Deming Cycle

3.Definition of Deming Cycle (PDSA Cycle)

4. When to Use the PDSA Cycle

5. Benefits of the PDSA cycle

6. A flowchart for a fast-food drive-through window

7. Problems and Solutions

8. Important Factors to Consumers & Industry Response

9. Improved Process Flow

10. Benefits of RFID System

11. Conclusion

12. References

Project Objectives

• Deming cycle of plan, do, study, and act

• Problem solving concepts

• Tools (Automatic devices) for process improvement

• Creative thinking in order to arrive at innovative solutions to problems

Deming Cycle

Act Plan

Study Do

Customer Satisfaction

Act Plan

Study Do

Customer Satisfaction

Deming Cycle (PDSA Cycle)PDSA Cycle)

• Plan - plan ahead for change. Analysese and predict the results

• Do - execute the plan, taking small steps in controlled circumstances

• Study - Check, study the results.

• Act - take action to standardize or improve the process

When to Use the PDSA Cycle

•As a model for continuous improvement.

•When starting a new improvement project.

•When developing a new or improved design of a process, product or service.

•When defining a repetitive work process.

•When planning data collection and analysis in order to verify and prioritize problems or root causes.

•When implementing any change.

Benefits of the PDSA cycle

•Daily routine management-for the individual and/or the team

•Problem-solving process

•Project management

•Continuous development

•Vendor development

•Human resources development

•New product development

•Process trials

A flowchart for a fast-food drive-through window

Customers pull up to sign and decide what they

want to order

Bell rings inside

Employee says,“May I help you?”

Customer give order

Employee repeats total

Customer waits anddrives through

Employees process order

Customer and foodReach window

Employee repeats orderand gives total

Employee gives food and change

Customer givesmoney

Customerpulls away

Problems and Solution

Human Problems

•Politeness

•Verbal order from customer:

-Customer may not notice they have ordered wrong item

-Employee may hear wrongly what customer order

•Repeat order Verbally by employee

-Customer may hear wrongly

-Employee may forget due to lack of concentration

Solutions

•Employees must have necessary “just-in-time” training

•Process flow must be studied and evaluated in detail

•Build up an automatic system

-Reduce the human mistakes

-Efficient the productivities

Problems and Solution

System Problems

•Bell Faulty

-Employee may lack of attention

•No credit card payment acceptance

-Spend time on cash changing

•The entire process too many manual job, not systematic

•Do not have an integrate fast-food drive-thru system

Solutions

•Multi screen ordering system / Digital menu

-Customer enter order by themselves

•Visual confirmation

-Display orders that customer has ordered so that they can make corrections before pulling up to the window.

•Cashless/Wireless Payment (RFID cashless payment system)

Important Factors to Consumers & Industry Response

80% Order Accuracy 100% Speed of Service

74% Easy-to-read Menuboard 88% Order Accuracy

71% Customer Service 81% Menuboard Readability

70% Speed of Service 81% Customer Service

69% Speaker Communication 81% Credit/Debit Card Acceptance

66% Short Car Lines 75% Length of the Wait

61% Order-Confirmation Board 69% Speaker Communication

61% Good Overall Appearance 69% Hours of Service

60% Menu Variety 56% Menu Variety

56% Convenient Hours 31% Wireless Payment Options

45% Good Drive-Thru Appearance 19% Wireless Ordering

34% Credit/Debit Card Acceptance

What's Important to Consumers Industry Response

Improved Process Flow

CustomerClick Enter

ConfirmOrder

Select Language

Click Menu Combo

Items

Beverage

Quantity

Quantity Toppings

Quantity

Order Change

Toppings

Employee Processing

orders

Customer go to another window Select Payment Mode

RFID

Cash

Customer collect food & Enjoy Meal

RFID Cashless/Wireless payment System

Gilbarco® RFID cashless,wireless payment system is the fastest, easiest, and most convenient way to speed customers through your outdoor drive-thru or inside sales counter.

With the outdoor Drive-Thru Window Reader and the indoor Mat Reader for countertops, your customers will spend more, faster. Cashless and wireless payment helps shave valuable seconds off each transaction time and increases transaction value.

Benefits of RFID System

• Helps increase sales and customer convenience

• Saves time for better customer service

• Associates your brand with fast, accurate technology

• Provides greater relationship and merchandising opportunities

• Builds loyalty faster

MC Donald Drive their success

Conclusion

Today, almost 65% of fast-food revenue are coming from the drive-through business.  Due to this, many chains are working on speeding up their drive-through service. 

Speed is one of the most important aspects of customer service at fast food restaurant.  But if the service is not accurate, it does not work. 

The fast-food restaurants have been fighting for many years to be at the top of the competition.  Since technology is becoming very important today, they are taking advantage of it in their business.  It all depends on who will come up the best idea that will please the customers the most.

References

1. http://www.isixsigma.com/dictionary/Deming_Cycle,_PDCA-650.htm

2. http://images.google.com.sg/imgres?imgurl=http://www.wisensys.com/files/BK2.JPG&imgrefurl=http://www.wisensys.com/

3. http://www.gilbarco.com/pdfs/P2319.pdf

4. http://the.honoluluadvertiser.com/article/2006/Jan/27/bz/FP601270336.html

5. James R. Evans, William M.Lindsay “An Introduction to Six Sigam & Process Improvement” the process improvement

6. http://oak.cats.ohiou.edu/~km924996/esp/casestudy.htm