TOTAL QUALITY MANAGEMENT

ASSIGNMENT # 2
Submitted by: Maria Khurram MSEM-019
Submitted to: Sir Umer

Question: Using Value Steam Mapping create an As-Is process map and TO-
Be process map for a process in any organization.
PROCESS MAP FOR DRIVE THROUGH SERVICE FOR DRIVE THROUGH
SERVICE OF A FAST FOOD
Value Stream Mapping (VSM) is a lean manufacturing tool that allows you
to see all the steps involved in a group of processes. It does it in such a way
that everyone can easily see where improvements can be made to increase
efficiency and throughput, and therefore reduce lead-time and costs.
Drive through, or drive-thru, is a type of service provided by a business that
allows customers to purchase products without leaving their cars.
VSM can be used in drive-thru service can lead to :
o Visualise Improvements on the service
o Helps Identify Waste
o Identify Bottlenecks
o Standard Way of Seeing a Complete Set of Processes
o Allows You to Re-design a Complete Value Stream Before you Make
Improvements
 o Improves Productivity, Leadtime and Quality.

Step 1: identify the components of drive-thru service:

 Speaker+microphone-->for placing order
 menu board showing all the deals and offers with prices
 waiting area
 window-payment-order
 wireless headset system for employees
 LCD or LSD display within the speaker system

Step 2: flow chart for work flow in drive-thru service:

Step 3 : Creating the As-Is vsm model for drive-thru:

This is a typical manufacturing VSM. Information flow is across the top, product
flow along the bottom and inventory triangles in between processes
The above version is a classic VSM and clearly shows:

 Information flow at the top of the map

 The customer on the top left
 Product flow in the middle, from left to right
 Time line at the bottom
Step 4: Future To-Be VSM model for drive through:
Drive-Thru Improvement and value added by comparing the As-Is and To-Be
model is as shown:
o Installation of an extra menu board so that the customer should make a mind
before ordering. This will reduce time once he reaches the order window.
o Deals and offers should be placed in entrance of drive thru
o Upgrade the microphone speaker so that the voices are clear on both ends
which will cut down the order time because you will not have to repeat yourself.
o Have a sliding tray that reaches the customers window
 o If the customer order has a delay the car should be moved ahead in waiting parking
area so that the next order may be catered for. This will reduce the serving time for
small orders, hence customer satisfaction will not be compromised.

CONCLUSION:
A Future State Map needs to be implemented to improve the value-adding activities and diminishing the
non-value adding activities in the current state map.

Among the improvement aspects is the implementation of the strong management system to arrange
and increase the materials availability, develop the employees' awareness, specify their responsibilities,
and save their movements.

Hence, the improvement focused on reducing the time of purchasing and receiving in terms of
transportation and improving the performance of employees in terms of minimizing unnecessary
movements.