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