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Tran Kien Nguyen ID: 3996876 TABLE OF CONTENTS

Introduction «««««««««««««««««««««««««..1 Terms of reference «««««««««««««««««««««««1 Background «««««««««««««««««««««««««...1 Methodology«««««««««««««««««««««««««..1 Scope of work ««««««««««««««««««««««««....1 Discussion and solutions ««««««««««««««««««««...2 Appendices ««««««««««««««««««««««««««8 References ««««««««««««««««««««««««««22

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Tran Kien Nguyen ID: 3996876 I. INTRODUCTION Quality improvement has been increasingly important in the development of most businesses. Continuous improvement and customer satisfaction achievement have played an important role in almost industries. In order to have an insight into customer focus issue, the report would use process mapping technique to discuss and analysis problems, and to find opportunities to improvement at a KFC and Red Rooster store.

II. TERMS OF REFERENCE A store of KFC and Red Rooster located in Westpoint centre in Blacktown are chosen to observe in this report. While the KFC store is located in level three of the centre, the Red Rooster shop is located in level one. Information and data related to the operation of these two stores are observed and analyzed by using process map technique and fishbone diagram. The symbols in process maps follow ANSI standard set of symbols.

III. BACK GROUND 1. KFC The store is provided an entry order system including six registers used to enter orders information, and two computer screens displaying the information orders. The number of staffs working at the shop varies from three to eight. The number of staffs is allocated differently in different business time. 2. Red Rooster An entry order system is provided for the shop with three register used to enter information of orders from customers, and two computer screens. The number of staffs at the shop is ranging from three to five.

IV. METHODOLOGY This report uses the method of observation to draw process maps and gather data from the two shops.

V. SCOPE OF WORK Due to the business hours of the shops is from 9h30am to 5pm, the limitation of this report is that it only observes the operation of the shops between 10am to 2pm. The
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and deliver foods to customers. DISCUSSION AND SOLUTIONS With the purpose of improving sale service performance at the two shops. Next. This report has considered that there are two major reasons for this problem. customers receive drinks from order takers. customers stay in queue and read the menu. the observed store of KFC has incurred some problems including customer lost. Order takers review the orders on the entry order system. However. First.1 Original process map discussion Before a transaction occurs. It can be seen from the original process map of the KFC shop that customers would leave the shop while staying in queues. and place all of these foods into bag(s) or tray. 1.Tran Kien Nguyen ID: 3996876 data might be changed if the observation is conducted from the opening hour to closing hour. and chicken piece(s) in box(es) from chips and chickens display area or get burger(s)/wrap(s). and enter orders information including types of drinks. foods. customers may change Page 3 of 23 . and wastefulness of time. it also represents a disadvantage regarding to the waiting time of the next customers increase. quantity and/or details of special orders into an entry order system. the report will discuss original process maps of each observed store. Finally. Then. there will be comparison between the KFC and Red Rooster branch. One order taker always finishes severing one customer ± from the order take receives order to the customer receives foods ordered. VI. the order take will take another order from the next customer. 1. the order takers double check the orders with the order information on the screen of the entry order system. these staffs whether place chips. There is a noticeable feature in the sale service process at the observed KFC store. order takers verbally receive customers¶ orders. The next step is that the order takers bring all elements of their received orders to register areas. KFC 1. and wait for the foods ordered. At the commencement of the process. Finally. After completing payment step. This implies an advantage which is the order taker will deliver correct foods ordered to customer. followed by the identification of problems and causes of the problems of the two stores.2 Problems and root causes identification According to the observation.

long queues of customers in front of the shop would create a psychology in some customers that it would take long time to wait and purchase foods at the shop. this report would suggest that the long waiting time is the main reason creating this problem. In order to have an insight into the problem. The number of customers leaving the shop increases between 11am to 2pm. During this time the number of customers arriving at the shop has risen significantly compared to the time between 10am and 11am.Tran Kien Nguyen ID: 3996876 decision to purchase foods at other shops instead of KFC. the period of time from 12pm to 2pm is the busy time at the shop. Accordingly. Table 1: Number of customers leaves the queue in different time 10am ± 11 am Number of customer 0 11am ± 12pm 4 12pm ± 1pm 6 1pm ± 2pm 7 Table 1 shows the number of customers who leave the shop in different times. Sale method People One completed transaction Work Individually The problem Inappropriate allocation Product Wastefulness Equipment Page 4 of 23 . the need of root causes identification is required. Second. Fishbone diagram will be used to analyze the problem. In addition.

38 3 1st: 0.34 4 1st: 0. a transaction between an order taker and a customer will be completed before the order taker takes orders from the next customer. and table 3. the number of staffs working as order takers is three between 11am and 12pm.84 16.38 Total (in minutes) 2.03 5 1st: 0. Importantly. This is referred to as one completed transaction.18 minutes over four business hours.12 3rd : 1. the waiting time is accumulated. This method has created a problem related to time consuming. five order takers simultaneously have to Page 5 of 23 . and finish serving this customer before receiving order from the next customer.03 5th: 2. which consumes 1 minute and 12 seconds. Table 2: Wasteful time Number of order takers Average waiting time 1 0. It should be noted that order takers have to wait for staffs working inside and/or wait for other order takers.38 2nd: 1. The total average waiting time will increase dramatically.38 2nd: 1. four between 12pm ± 1pm.38 2nd: 1. As indicated in table 2. The total average waiting time is 16. and chicken popcorns in boxes.87 Table 2 presents the information regarding to how long an order taker has to wait to order to place chips.34 4th : 2. In an extreme case. table 4 shows the frequency that order takers have to wait during these four hours. each order taker performs independently at one register. chickens. Combining with the information in table 3.12 3rd : 1.12 3rd : 1.22 0. Moreover.18 4. In other work. in the case of waiting for other order takers. This is evident in the information in table 2.34 4th: 2. Thus. the first order taker spends 38 seconds to wait for staffs inside to prepare chips. and five between 1pm ± 2pm. and the second order taker now has to wait for both staffs inside and the first order taker.35 7. from start waiting to finish placing chips in box(es).Tran Kien Nguyen ID: 3996876 Each order taker will verbally receive order(s) from one customer.

the waiting time would dramatically increase. which shows information of orders. It again results in time consume in this activity. order takers can check all the elements of orders which appear on screen of the equipment. It can be seen in the shop¶s physical map that there are six registers at the counter (only five have been used). 1. it has not been used to its purpose. and settled at chips and burgers display area. and another will undertake duty of placing chickens in box(es) and chicken popcorns. Finally the two staffs in second group will deliver all elements of orders to each order taker according to the number of register appearing on the screen. In addition. Not only does this lead to the time a customer waiting jumps. electrical equipment provided and installed at chicken display area. The largest number of order takers is five between 1pm to 2pm. The first group includes three order takers. Soft drinks inappropriate allocations is evident in the original process map of the shop. and three foods receive areas as in proposed physical map. and the second group comprises the other two staffs specializing in orders preparation in which one staff is responsible for chips and burgers. These five people can be divided into two groups. It should be reduce to three registers. A change in sale method can be described as rationalization. By using this equipment. Products and equipment are other causes of the problem with regard to the inappropriate allocation of soft drinks in fridges and inefficient use of electrical equipments. Page 6 of 23 . The paper would suggest a change in the structure and in the sale method of the shop as an approach to solve the problem in order to improve the performance of the shop and eliminate waste. it is required another electrical equipment showing orders information. which shows that order takers may have to take ordered drinks from other fridges.Tran Kien Nguyen ID: 3996876 place chips in boxes. Additionally. Furthermore.3 Solution Solutions represented in this report are based on the number of staffs working in front of the shop between 1pm to 2pm. However. They can also be applied in other business time of the shop. it also creates a chaos in front of the shop. This causes the wasteful time and the psychology in customers that it would take long time to buy foods at the shop.

This approach would reduce the wasteful time 17.1 Original process map Similar to the KFC store¶s process. Consequently. order takers give foods ordered to customers. Another problem at this shop is that the distribution of soft drinks in fridges is inappropriate. This is stemmed from order takers cannot distinguish between different types of burgers and wraps. order takers will take another order from the next customer. the root cause of this problem is that all types of burgers and wraps are wrapped by the same wrap paper. Followed by the order preparation step in which order takers place box(es) of chips. quantity and/or details of special orders into an entry order system. Moreover. There are some remarkable features in the Red Rooster shop¶s process.2 Problems and root causes identification The most significant problems at this store is customers¶ dissatisfaction and cost increase. Next. and enter orders information including types of drinks. or place chips and chickens in boxes. This Page 7 of 23 .Tran Kien Nguyen ID: 3996876 these five staffs can be able to swap position after each working hour. staffs inside have to remake burgers or wraps to the customers who require for the correct foods ordered. the amount of time to serve one customer. and give incorrect foods ordered to customers. Order takers do not have to place chips or chickens in boxes. These activities are conducted by staffs inside . foods. while waiting for staffs inside to make burgers or wraps. Finally. This ensures fairness for all staffs. chickens and wraps/burgers in bag(s). order takers confirm the orders with the customers and receive payments. and the number of customers leaving the store. 2. 2. The next step is that order takers give ordered drinks to customers (if any). order takers receive orders from customers through verbal communication. Red Rooster 2.92 minutes. According to the observation.45 minutes to 1. The most significant characteristic at this store is that order takers cannot recognize different types of burgers and wraps. the chaos in the shop would be eliminated.In addition.

labeling the burger and wrap display area. CONCLUSION In conclusion. if the number of customers of the Red Rooster store increases. The Red Rooster shop could whether use the method of the KFC store or the suggested approach of this paper to eliminate this problem. and non-value-added activities. the store can apply the approach suggested to the KFC store. 3. This approach can help order takers to recognize each burger and wrap type. It should be noted that the number of customers purchasing foods at the Red Rooster shop is significant less than that at the KFC store. Once labels of each type of burger and wrap are fixed. the both shops have incurred critical problems in performance leading to customer lost. The report strongly recommends that both stores should change the performance processes so as to eliminate problems and improve the performance. the Red Rooster does not necessarily have to change its original process. However. customer dissatisfaction. Thus. staffs inside and order takers are able to place burgers and wraps in correct place. except some of the nonvalue-added activities in its process. it seems that the approach may increase the cost to the shop. Page 8 of 23 . Second.3 Solution There are two possible approaches would be suggested to address the problem. VII. each type of burger has its identified wrap paper. First. Therefore. Whereas the observed Red Rooster shop has experienced in identifying different types of burgers and wraps. Benchmarking At the observed KFC store. the report would suggest the second approach to solve the problem at the shop. The second approach is simpler than the first approach. Nevertheless. and does not incur cost increase.Tran Kien Nguyen ID: 3996876 2. Both of the shops have a same problem of soft drinks allocation. a change in wrap paper in which each type of burger and wrap has an identified wrap paper.

Tran Kien Nguyen ID: 3996876 APPENDICES Page 9 of 23 .

Details of special order (if any) Order taker enters customer s order (or order changes) Order entry system Information of the order is verbally repeated back to the customer to confirm Order taker confirms order with the customer Does the customer agree with the confirmation? No Customer changes order Yes Pay for the orders by cash or card Cash Card Decline Order taker checks card Approve Checks other fridges No Order taker checks the customer s ordered drink(s) (is that available?) Yes Page 10 of 23 .Ordered foods and quantity .Types of drinks .Tran Kien Nguyen ID: 3996876 KFC¶S ORIGINAL PROCESS MAP Customer Leave the store Or walk to Mc Donald s Stay in queue and read menu Enter to counter and place order(s) to order taker Verbal order only Includes: .

is the chips available? Yes Place chips in box(es) No Check whether the burger(s) or chicken available OR Wait for staffs inside or other order takers Order taker may decide to check burger(s) before chicken Is the chicken available? Yes Place chicken in box(es) Leave chicken box(es) at the register No Wait for staffs inside or other order takers OR Is the burger(s) available? Yes Take burger(s) and leave the burger(s) at the register OR Wait for staffs inside or other order takers Page 11 of 23 .Tran Kien Nguyen ID: 3996876 Give drink(s) to customer Dose customer agree? No Customer wants to change drink(s) Order taker reviews the order on computer Order taker may decide to check the chicken first Place chips in box(es).

Tran Kien Nguyen ID: 3996876 Prepare bags (take away) or tray (have at the shop). Place all elements of the customer s order(s) in bag(s) or on tray Double check the order on computer (Are all elements placed in bag(s) or on tray) Yes No Pick the missing element(s) Page 12 of 23 . Order taker can do this step after all elements of the order are collected or while waiting for staffs inside. and sauces. napkins. spoons.

Types of drinks .Details of special order (if any) Order taker enters customer s order (or order changes) Order entry system Information of the order is verbally repeated back to the customer to confirm Order taker confirms order with the customer Does the customer agree with the confirmation? No Customer changes order Yes Pay for the orders by cash or card Cash Card Decline Order taker checks card Approve Page 13 of 23 .Tran Kien Nguyen ID: 3996876 KFC¶S PROPOSED PROCESS MAP Customer Leave the store Or walk to Mc Donald s Stay in queue and read menu Enter to counter and place order(s) to order taker Verbal order only Includes: .Ordered foods and quantity .

Tran Kien Nguyen ID: 3996876 Order accepted Order taker gives receipt to customer One staff places chips in box(es) and takes burger(s) One staff places chickens in box(es) or/and chicken popcorns Order taker gives drink(s) to customer Customer wants to change drink(s) NO Dose customer agree? All elements of the order are given to the order taker. Receipt from the customer YES Order taker asks customer to stay at the food receive area The order taker checks all the elements of the order and places in bags Not enough Enough Order taker takes another order for the next customer The customer receives the foods ordered Page 14 of 23 .

Tran Kien Nguyen ID: 3996876 RED ROOSTER¶S ORIGINAL PROCESS MAP Customer Leave the store Or walk to Mc Donald s Stay in queue and read menu Enter to counter and place order(s) to order taker Verbal order only Includes: .Details of special order (if any) Order taker enters customer s order (or order changes) Order entry system Information of the order is verbally repeated back to the customer to confirm Order taker confirms order with the customer Does the customer agree with the confirmation? No Customer changes order Yes Pay for the orders by cash or card Cash Card Decline Order taker checks card Approve Check another fridge No Order taker checks the customer s ordered drink(s) (is that available?) Page 15 of 23 .Ordered foods and quantity .Types of drinks .

Tran Kien Nguyen ID: 3996876 Yes Give drink(s) to customer Yes Dose customer agree? No Customer wants to change drink(s) Yes Order taker takes another order from the next customer Order taker reviews the order(s) on computer Pick the missing element(s) No Prepare bags (takeaway). and spoons. Double check the order(s) on computer (Are all elements placed in bag(s) or on tray Order taker checks the foods for order(s) are ready or not Are box(es) of chips available? Yes Place box(es) of chips in bag(s) or on tray No Wait for staff(s) inside Page 16 of 23 . napkins. or tray (have at the shop).

Tran Kien Nguyen ID: 3996876 Place box(es) of chips in bag(s) or on tray Order taker cannot recognize different types of burgers or wrap(s). Need to check with foods maker(s) Order taker checks box(es) of chicken and burger(s) for order(s) are ready or not Are burger(s) or wrap(s) available? Yes Confirm with staffs inside Right Place burger(s) or wrap(s) in bag(s) or on tray Wrong No Wait for staff(s) inside Wait for staff(s) inside Are box(es) of chicken available? Yes Confirm with staffs inside Right Place box(es) of chicken in bag(s) or on tray No Wait for staff(s) inside Wrong Wait for staff(s) inside Page 17 of 23 .

Tran Kien Nguyen ID: 3996876 RED ROOSTER¶S PROPOSED PROCESS MAP Customer Leave the store Or walk to Mc Donald s Stay in queue and read menu Enter to counter and place order(s) to order taker Verbal order only Includes: .Ordered foods and quantity .Details of special order (if any) Order taker enters customer s order (or order changes) Order entry system Information of the order is verbally repeated back to the customer to confirm Order taker confirms order with the customer Does the customer agree with the confirmation? No Customer changes order Yes Pay for the orders by cash or card Cash Card Decline Order taker checks card Approve Give drink(s) to customer Page 18 of 23 .Types of drinks .

napkins. and spoons. Pick the missing element(s) Double check the order(s) on computer (Are all elements placed in bag(s) or on tray Order taker checks the foods for order(s) are ready or not Are box(es) of chips available? Yes Place box(es) of chips in bag(s) or on tray No Wait for staff(s) inside Place box(es) of chips in bag(s) or on tray Order taker checks box(es) of chicken and burger(s) for order(s) are ready or not Are burger(s) or wrap(s) available? Yes Place burger(s) or wrap(s) in bag(s) or on tray No Wait for staff(s) inside Page 19 of 23 . or tray (have at the shop).Tran Kien Nguyen ID: 3996876 Dose customer agree? No Yes Customer wants to change drink(s) Order taker reviews the order(s) on computer Prepare bags (takeaway).

Tran Kien Nguyen ID: 3996876 Are box(es) of chicken available? Yes Place box(es) of chicken in bag(s) or on tray No Wait for staff(s) inside Page 20 of 23 .

AND BAR SPACE SOFT DRINKS FRIDGE BOXES FIDGE OVEN Register 1 Register 2 Register 3 Register 4 Register 5 Register 6 Page 21 of 23 .Tran Kien Nguyen ID: 3996876 KFC¶S ORIGIANL PHYSICAL MAP MUNE Order information display BURGERS DISPLAY CHICKEN DISPLAY SOFT DRINKS FRIDGE CHIPS DISPLAY TAKE AWAY BOXES.

Tran Kien Nguyen ID: 3996876 KFC¶S PROPOSED PHYSICAL MAP MUNE 2 Order information display screens BURGERS DISPLAY CHICKEN DISPLAY SOFT DRINKS FRIDGE CHIPS DISPLAY TAKE AWAY BOXES. AND BAR SPACE SOFT DRINKS FRIDGE BOXES FIDGE OVEN Register 1 Food receive from register 1 Register 2 Food receive from register 2 Register 3 Food receive from register 3 Page 22 of 23 .

Pearson Education. S. Taylor & Francis group.d . Process Mapping and Process Redesign n. Statistic process control for Quality improvement. viewed February 19 2011. L & Ogden. John Wiley & Sons. Upper saddle River.R 2007. Pinnacle enterprise group.Tran Kien Nguyen ID: 3996876 References Fawcett.Inc . Page 23 of 23 . < http://www. New Jersey.php/page/services/service/processmapping> Taylor III.P n. Broken Sound Parkway NW. Ellram.qfinance. Hoboken.com/contentFiles/QF02/g1xtn5q6/12/0/statistical-processcontrol-for-quality-improvement.com/ssplss-SUB_process-mapping-and-process redesign. J 2007 Supply chain management: From Vision to Implementation. Wisner. viewed February 18 2011. USA. USA.d.<http://www..P 2010 Quality Management: Theory and application.pinnacleeg..B & Russell. Mauch. Inc. QFinance.pdf>. 6th edn. Operations Management : A creating value along the supply chain.