2023

Assignment #2 - Service &

Process Design

Prepared By
Shalan, Yasmeen
Quijano, Cherrie
Gaudet, Belenda
Aquino, Ma Rosonia

March 6th, 2023

On the Vine is a small store offering a variety of necessities like groceries, snacks, candies,
toiletries, and soft drinks. They are utilized as a convenient complement to larger businesses,
unlike general stores and village shops, which are located in rural areas. Larger stores might
offer a wider variety of goods, the selection is still smaller than that of supermarkets, with only
one or two options often being offered On the Vine also sell food that is ready to eat, such as
breakfast sandwiches and salads. On the Vine has a country setting and a friendly smile will give
you a cozy feel as you pick up your groceries.

Before designing a service or a process, it's important to completely understand customer needs
as customer-focused businesses typically have higher productivity levels whether it is
convenience, cost, service quality, and accessibility are all important considerations for
customers. The characteristics of a service should always be based on what the customer needs.
The better the service meets their demands, the more likely they are to pay for it.

On the Vine offers two types of shopping, In-store, and online shopping, below is the current
service and delivery system.

Current Service and Delivery System

In-Store Shopping

The In-store shopping experience is a very simply one because it is a small store where there is
only one line for payment, one cashier and according to our experience in the store it is not a
busy store so there is no issue with the waiting time.
On the other hand, the online shopping experience for On the Vine is not a very simple one as
their website is not user friendly it is a basic website with not many options to navigate, also the
process for online ordering is complicated compared to other stores for example,

• Curbside pickup and order delivery is not available every day, so you have you have to
accommodate according to available schedule.
• For orders above $100, you must show a form of ID to confirm their identity to avoid
fraud which adds more time to the check out and will cause delays in the waiting line in
case they didn’t have their ID available.
• You must send a Facebook message or call to arrange payment which is time consuming
for online shopping experience as people choose to online shopping to save time and
effort.
• Selecting Delivery or Curbside Pickup as an item to be added to the cart instead of during
checkout process is not user-friendly.
Process Improvement and Reengineering:

In order to improve performance, there are multiple strategies that could be used to improve the
process design such as:

• Increase revenue by improving process efficiency in creating more variety of goods

offered and enhance the customer benefit package.
• Increase agility by improving flexibility when it comes to delivery times and pick up
whether by hiring extra workers or contract with a delivery service company to facilitate
service availability.
• Decrease process flow time by reducing waiting time or speeding up movement through
the process without the need to go through the multiple channels to select payment
method as not all customers have Facebook nor have the time to call or wait on the line.
• Work on the website and make it more user friendly, use better visuals, system
improvement, and clear checkout process instead of adding delivery method as an item
during checkout.
• Simplify the shopping cycle and avoid adding complicated steps to the shopping
experience.

Re-designed Service and Delivery

In conclusion, the redesign will enhance the shopping experience and will increase the customer
satisfaction as their needs are being met and also have a experience different from other stores
offering the same services which will lead to the customer loyalty to the store and this will
impact the productivity and increase the revenue.