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SCMS COCHIN PGDM BATCH
21
PIZZA USA
An Exercise in Translating Customer
Requirements into Process Design
Requirements
Grou...
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...
FAST FOOD INDUSTRY
 Over the past 30 years, fast food companies have spread to every
corner of the nation.
 Fast food is...
FAST FOOD
 On any given day in the U. S. about one-
quarter of the adult population visits a fast
food restaurant.
 Duri...
FOOD INDUSTRY
 Every year the food industry spends $33 billion
convincing us that we are hungry!
 The power of suggestio...
FAST FOOD INDUSTRY
 fast food industry is dominated by a handful
of powerful corporations
 The companies that have appli...
 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 fu...
 Real time tracking
 Modern pizza box
 Pizza saver
 Pizzas that can only be delivered through
ordering
 Extra napkins...
INPUTS
 Customer Details (From the Call center)
 Customers name.
 Customers Address.
 Payment mode.
 Pizza menu items...
PROCESS
 Customer Information validation.
 Checking the availability of the outlets for
delivery personals.
 Generating...
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
 Trainin...
PIZZA DELIVERY PROCESS DESIGN
Pizza Delivery Process Flow Chart
Flow Chart of Pizza Delivery Process.docx
ISHIKAWA DIAGRAM
 fishbone diagrams
 cause-and-effect diagrams
 causal diagrams created by Kaor Ishikawa
(1968)
 show ...
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 avo...
PIZZA PROCESS DESIGN
 Inventory Management
 Pizza Factory Location
 Order Entry
 Order Submit
 Packaging
 Routing
 ...
SCMS COCHIN PGDM BATCH
21
CONCLUSION
Pizza usa
Pizza usa
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An Exercise in Translating Customer Requirements into Process Design Requirements

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Pizza usa

  1. 1. SCMS COCHIN PGDM BATCH 21 PIZZA USA An Exercise in Translating Customer Requirements into Process Design Requirements Group 2
  2. 2. SCMS COCHIN PGDM BATCH 21 PIZZA USA An Exercise in Translating Customer Requirements into Process Design Requirements
  3. 3. HIGHLIGHTS  Focus on customer  Pizza USA-Sit down and take out service  Attributes important for customer  As Customer  As Employee
  4. 4. 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.
  5. 5. 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.
  6. 6. 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!
  7. 7. 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
  8. 8.  employing 3.7 million people worldwide  operating a combined total of 60,000 stores
  9. 9. 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
  10. 10.  Real time tracking  Modern pizza box  Pizza saver  Pizzas that can only be delivered through ordering  Extra napkins and other products with the driver
  11. 11. 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...
  12. 12. 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
  13. 13. STORAGE  Customer details  Previous orders  Feed backs  Outlet information
  14. 14. COMPUTER SYSTEMS  3C server  1.1 GHz Processor.  256MB RAM.  40 GB Hard disk.  Keyboard.  UNIX Operating System
  15. 15.  Implement appropriate ordering methods  Accuracy  Take out and delivery menu  Schedule workers appropriately
  16. 16. SCMS COCHIN PGDM BATCH 21 CHALLENGES OF TAKE- OUT SERVICES IN A FULL – SERVICE RESTAURANT
  17. 17.  Lower Check Averages  Limited Parking Space  Crowded Pick-up Area  Foot Traffic Jams
  18. 18. THINGS TO CONSIDER ABOUT DELIVERY SERVICES  Minimum order charge for deliveries  Decide if you will offer free  Training For Delivery Drivers
  19. 19. PIZZA DELIVERY PROCESS DESIGN Pizza Delivery Process Flow Chart Flow Chart of Pizza Delivery Process.docx
  20. 20. 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.
  21. 21. CAUSE AND EFFECT
  22. 22. EFFECTIVE DELIVERY PROCESS  Minimum Delay  Minimum Mistakes  Cost Effective
  23. 23. 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
  24. 24. PIZZA PROCESS DESIGN  Inventory Management  Pizza Factory Location  Order Entry  Order Submit  Packaging  Routing  Logistics
  25. 25. SCMS COCHIN PGDM BATCH 21 CONCLUSION

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