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PIZZA USA An Exercise in Translating Customer Requirements into Process Design Requirements CASE STUDY DONE BY SCMS COCHIN
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SCMS COCHIN PGDM BATCH 21
PIZZA USA
An Exercise in Translating Customer Requirements into Process Design Requirements
Group 2
SCMS COCHIN PGDM BATCH 21
PIZZA USA
An Exercise in Translating Customer Requirements into Process Design Requirements
HIGHLIGHTS
Focus on customer Pizza USA-Sit down and take out
service Attributes important for customer As Customer As Employee
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.
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.
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!
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
employing 3.7 million people worldwide
operating a combined total of 60,000 stores
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
Real time tracking Modern pizza box Pizza saver Pizzas that can only be delivered
through ordering Extra napkins and other products with
the driver
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...
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
STORAGE
Customer details Previous orders Feed backs Outlet information
COMPUTER SYSTEMS
3C server 1.1 GHz Processor. 256MB RAM. 40 GB Hard disk. Keyboard. UNIX Operating System
Implement appropriate ordering methods
Accuracy Take out and delivery menu Schedule workers appropriately
SCMS COCHIN PGDM BATCH 21
CHALLENGES OF TAKE- OUT SERVICES IN A FULL – SERVICE RESTAURANT
Lower Check Averages Limited Parking Space Crowded Pick-up Area Foot Traffic Jams
THINGS TO CONSIDER ABOUT DELIVERY SERVICES
Minimum order charge for deliveries Decide if you will offer free Training For Delivery Drivers
PIZZA DELIVERY PROCESS DESIGN
Pizza Delivery Process Flow ChartFlow Chart of Pizza Delivery Process.docx
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.
CAUSE AND EFFECT
EFFECTIVE DELIVERY PROCESS
Minimum Delay Minimum Mistakes Cost Effective
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
PIZZA PROCESS DESIGN
Inventory Management Pizza Factory Location Order Entry Order Submit Packaging Routing Logistics
SCMS COCHIN PGDM BATCH 21
CONCLUSION