The document discusses process engineering and provides examples of processes from ordering food to medical procedures. It introduces process mapping as a way to visually represent processes to allow for examination and improvement. As a homework assignment, students are asked to analyze the operations of a fast food restaurant by visiting a location and mapping its processes. Taco Bell is presented as a case study of a restaurant that centralized food preparation to reduce costs and improve quality. The key processes of Taco Bell involve handling product variety through standardized ingredients prepared off-site, reducing wait times through optimized assembly-line ordering, and using both push and pull approaches to meet demand fluctuations.

1. EPS-I Process Engineering 1
Process Engineering

2. EPS-I Process Engineering 2
Overview
 Process Engineering
 Process Mapping
 HW 2 – 4 and Taco Bell Example

3. EPS-I Process Engineering 3
Engineering and Process Engineering
 Engineering often involves building a model
of an entity
 Stresses on a bridge (Civil Engineering)
 Flow of electricity in a circuit (Electrical
Engineering)
 Process Engineering involves building a
model of a process (usually multi-step,
parallel or series operations)
(Industrial/Management Engineering)

4. EPS-I Process Engineering 4
A Process
 A good definition of a process describes it as a
series of connected steps or actions to achieve an
outcome.
 A process has the following characteristics:
 a starting point and an end point. This is the scope
 a purpose or aim for the outcome
 rules governing the standard or quality of inputs throughout
the process
 it is usually linked to other processes
 it can be simple and short, or complex and long
From: NHS, UK

5. EPS-I Process Engineering 5
Examples of different processes
 From ordering a taco to receiving it.
 From first developing symptoms of a gastric
ulcer to being discharged as fit
 From the doctor saying that you need a chest
x-ray to knowing the results

6. EPS-I Process Engineering 6
Process Map
 A flow diagram to help create a better
understanding of the processes.
 Can model each process.
 Can eliminate or improve each process.

7. EPS-I Process Engineering 7
Process Mapping
 Use to graphically show the processes
involved
 Allows for examination of processes
(elimination or improvement)
 Used in manufacturing, logistics, and medical
areas

8. EPS-I Process Engineering 8
HW2: Fast Food Systems
 Aims
 Work as a team
 Examine an application of process engineering to
see how an example restaurant operates
 Give presentation on your results
 Select fast food restaurant.
 Visit and examine their operation.

9. EPS-I Process Engineering 9
HW2-4: Fast Food Systems
 How does the restaurant handle product
variety?
 Examine menu of restaurant (ignore minor items)
 Identify the food inputs for the main menu items
(again, ignore minor items)
 How does the restaurant handle speed of
delivery?
 Produce a process map
 How is customer wait time reduced?
 Where does it use Pull and/or Push approaches?
 How does it handle bulges in demand?

10. EPS-I Process Engineering 10
Fast Food Providers
 Customer requirements
 Low cost
 Fast
 Variety
 Consistency
 Safe, clean, convenient, pleasant surroundings
 HW2-4 will mainly examine how a fast food
restaurant meets these requirements

11. EPS-I Process Engineering 11
Two Main Approaches to Making Items
for Customers
 Make in advance of customer order (“Push”)
 Examples: car dealers lot, McDonalds standard
items.
 Make to Customer Order (“Pull”)
 Make after customer has ordered.
 Examples: Taco Bell, Dell computers
 What are advantages/disadvantages of each
for fast food restaurants?

12. EPS-I Process Engineering 12
Taco Bell
(think outside the bun)
 Products include: burritos, tacos, gorditas,
chalupas, nachos and quesadillas
 Some background: Taco Bell have re-engineered
their operations to a k-minus (kitchenless) operation,
meaning that most food preparation operations were
taken from the stores to centralized facilities.
 This has resulted in significant cost savings,
reduced space requirements and increased quality
control. They also eliminated middle-management
layers and implemented the TACO (Total
Automation of Company Operations) program to
give an integrated information system.

13. EPS-I Process Engineering 13
These changes have had a huge impact on the
company -- Taco Bell went from a failing regional
Mexican -American fast food chain with $500 million
in sales in 1982, to a $3 billion national company 10
years later
The K-Minus program, or kitchenless- restaurant,
established a system where the large majority of
food preparation occurs at central commissaries
rather than in the restaurant, pushing 15 hours of
work a day out of the restaurant, improving quality
control and employee morale, reducing employee
accidents and injuries, and resulting in substantial
savings on utilities.
From: http://future500.org/case_02.php

14. EPS-I Process Engineering 14
Main Menu Items
 Value
 Spicy Chicken Soft Taco
 Spicy Chicken Burrito
 Grande Soft Taco
 Double Decker Taco
 1/2 lb Bean Burrito Especial
 1/2 lb Beef Combo Burrito
 1/2 lb Beef and Potato Burrito
 Tacos
 Original Taco
 Taco Supreme
 Soft Taco
 Ranchero Chicken Soft Taco
 Soft Taco Supreme
 Grilled Steak Soft Taco
 Double Decker Taco
 Double Decker Taco Supreme®
 Burritos
 Bean Burrito
 7-Layer Burrito
 Chili Cheese Burrito
 Burrito Supreme®
 Fiesta Burrito
 Grilled Stuft Burrito
 Gordita
 Gordita Supreme®
 Gordita Baja®
 Gordita Nacho Cheese
 Chalupa
 Chalupa Supreme
 Chalupa Baja
 Chalupa Nacho Cheese

15. EPS-I Process Engineering 15
Main Ingredients
 Wraps
 Soft tortilla
 Hard taco shell
 Flatbread (Gordita)
 Chalupa
 Meats
 Chicken
 Beef
 Steak
 Other
 Beans
 Lettuce
 Onions
 Cheese
 Red sauce
 Potatoes
 Sour cream
 Tomatoes
 Rice
 Guacamole

16. EPS-I Process Engineering 16
Taco Bell
 How does the restaurant handle product
variety?

17. EPS-I Process Engineering 17
Simplified Taco Bell Process Map
Customer
Orders
Order
Entered 2
Order
Assembled 3,4
Customer
Waits
Order
Delivered
Ingredients
Prepared 1 Number shows worker ID

18. EPS-I Process Engineering 18
Taco Bell
 How does the restaurant handle speed of
delivery?
 How is customer wait time reduced?
 Where does it use Pull and/or Push approaches?
 How does it handle bulges in demand?

19. EPS-I Process Engineering 19
Taco Bell
 How does Taco-Bell meet other customer
requirements?
 Low cost
 Ingredients, central preparation of food, small site, low
wage labor
 Consistency
 Training, uniform measures
 Safe, clean, convenient, pleasant surroundings
 Well?
 How can operations be improved?