pizza usa an exercise in translating customer requirements into process design requirements.pptx
DESCRIPTION
PIZZA USA An Exercise in Translating Customer Requirements into Process Design Requirements CASE STUDY DONE BY SCMS COCHINTRANSCRIPT
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SCMS COCHIN PGDM BATCH 21
PIZZA USA
An Exercise in Translating Customer Requirements into Process Design Requirements
Group 2
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SCMS COCHIN PGDM BATCH 21
PIZZA USA
An Exercise in Translating Customer Requirements into Process Design Requirements
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HIGHLIGHTS
Focus on customer Pizza USA-Sit down and take out
service Attributes important for customer As Customer As Employee
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FAST FOOD INDUSTRY Over the past 30 years, fast food companies have spread to every
corner of the nation.
Fast food is now served at drive-in, stadiums, airports, zoos, schools, universities, cruise ships, trains, airplanes, K-marts
2011 – Americans spent more than $134 billion
Americans now spend more money on fast food than on higher education, personal computers, computer software, and new cars
Fast food calories in the American diet has increased from 3% to 12% over the past 20 years.
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FAST FOOD
On any given day in the U. S. about one-quarter of the adult population visits a fast food restaurant.
During a short amount of time, the fast food industry has helped to transform not only our diets, but also our landscape, economy, workforce, and popular culture.
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FOOD INDUSTRY
Every year the food industry spends $33 billion convincing us that we are hungry!
The power of suggestion works!
Every waking moment we are bombarded by advertising, all telling us to consume!
The line between personal responsibility and corporate responsibility gets more blurred!
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FAST FOOD INDUSTRY
fast food industry is dominated by a handful of powerful corporations
The companies that have applied this formula most successfully are
McDonald's Yum
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employing 3.7 million people worldwide
operating a combined total of 60,000 stores
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ATTRIBUTES
Toll free phone number and online ordering with address saving options for faster and accurate delivery in future
Proper script and dialogue Fast Delivery Time of Pizza Accurate Delivery of Pizza Electrically heated pizza bag Polite delivery boy
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Real time tracking Modern pizza box Pizza saver Pizzas that can only be delivered
through ordering Extra napkins and other products with
the driver
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INPUTS
Customer Details (From the Call center) Customers name. Customers Address. Payment mode. Pizza menu items.
Outlet details (From the Outlets) Available Pizza delivery personals.
General Details Pizza Names, prices, sizes, etc...
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PROCESS
Customer Information validation. Checking the availability of the outlets
for delivery personals. Generating a bill to the nearest outlet
kitchen. Generating a bill to the customer. Contacting the relevant external
terminals
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STORAGE
Customer details Previous orders Feed backs Outlet information
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COMPUTER SYSTEMS
3C server 1.1 GHz Processor. 256MB RAM. 40 GB Hard disk. Keyboard. UNIX Operating System
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Implement appropriate ordering methods
Accuracy Take out and delivery menu Schedule workers appropriately
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SCMS COCHIN PGDM BATCH 21
CHALLENGES OF TAKE- OUT SERVICES IN A FULL – SERVICE RESTAURANT
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Lower Check Averages Limited Parking Space Crowded Pick-up Area Foot Traffic Jams
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THINGS TO CONSIDER ABOUT DELIVERY SERVICES
Minimum order charge for deliveries Decide if you will offer free Training For Delivery Drivers
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PIZZA DELIVERY PROCESS DESIGN
Pizza Delivery Process Flow ChartFlow Chart of Pizza Delivery Process.docx
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ISHIKAWA DIAGRAM
fishbone diagrams cause-and-effect diagrams causal diagrams created by Kaor Ishikawa
(1968) show the causes of a specific event. Common uses of the Ishikawa diagram
are product design and quality defect prevention
to identify potential factors causing an overall effect.
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CAUSE AND EFFECT
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EFFECTIVE DELIVERY PROCESS
Minimum Delay Minimum Mistakes Cost Effective
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POKA-YOKE
Japanese term -mistake-proofing Any mechanism in a lean manufacturing process Helps equipment operator avoid (yokeru)
mistakes (poka). To eliminate product defects by preventing,
correcting, or drawing attention to human errors as they occur.
Concept was formalized, and the term adopted, by Shigeo Shingo as part of the Toyota Production System
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PIZZA PROCESS DESIGN
Inventory Management Pizza Factory Location Order Entry Order Submit Packaging Routing Logistics
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SCMS COCHIN PGDM BATCH 21
CONCLUSION