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
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?