REPORT ON SOLVING THE PROBLEM

Name: Management, Coocking and Delivery Teams Revision number Team Review Team
Date of preparation: ### Revision date
1. Problem Statement 6. Planning countermeasures

Rank
Poor customer satisfaction and negative feedback Primarily secondary
6
Drone Delivery
2.Current state Systematic diagram
Improve delivery capacity
Hire additional deliverers & collaborating with delivery 4
brands
Longer delivery on weekdays from 12.00 to 14.00 and from 17.00 to 20.00
(35 to 50 mins instead of 30)
Establish set menu for lunch and dinner based on the 2
most popular choices
Improve process
1
Rearrange processes based on "Know your hotspot"

CustomerSatisfaction

5
Customer reward programme for delays

Improve communication
3
Change delivery expectation time & transparency

3.target state
Regular delivery within the 30 mins range or no negative feeback from customers in case late

7. Execution of countermeasures
Action
4. Action plan Rearrange processes based on "Know your hotspot"
Establish set menu for lunch and dinner based on the most
Execution Schedule (Weeks) popular choices
Action 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Change delivery expectation time & transparency

Assess current conditions Hire additional deliverers & collaborating with delivery brands

Analyze the current situation Customer reward programme for delays

Plan countermeasures Drone Delivery

Execute countermeasures 8. Approval and standardization of activities

Approve countermeasures
Evaluate improvements Review of Delivery
Order Screen

5. Analysis of the current situation (Ishikawa Diagram, 5Why) Action Responsible Dedline Status
Rearrange processes based on "Know your hotspot" Management 3 weeks from now To be confirmed (TBC)
Establish set menu for lunch and dinner based on the most
popular choices Kitchen Team 1 week from now TBC
People 15% Processes 50% Change delivery expectation time & transparency Delivery Team 1 week from now TBC
Unskilled labour Inadequate planning Hire additional deliverers & collaborating with delivery brands Management 2 weeks from now TBC
Communication High volume of orders during peak Customer reward programme for delays Management 1 week from now TBC
Manpower shortage Inadequate communication and expectations Drone Delivery Delivery Team 2 weeks from now TBC
Problem
Longer delivery & negative
feedback
Raw materials High traffick during peak

Vehicles Weather

Materials/Eqipment 15% Environment 20%