Lean Techniques in a Customer
Service Model:
Dharani Dhar Narra
Riddi Jadhav
Anishreddy Nomula
Sreeshanth Pillai
Contents
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Introduction
Process
Value Stream Map (Current State)
Issues with the process
Proposed Lean Methodology
Value Stream Map (Future State)
Results and Conclusion
Introduction
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Subway is an American Fast Food joint
Found in Bridgeport, Connecticut in 1965
Fastest growing franchise in the world
We are focusing on the On-campus joint
Comes under Aramark Corp
700 different types of sandwiches
Personalization of food
Supplier – US Foods
Some of the Lean Techniques being
followed
• Just In Time: (Eat Fresh)
Subway makes the exact sandwiches and
salads the customer wants at the time they
order
• Visual Factory:
There are signs with pictures along the
assembly process to support the customer
order
Process
• Making the meal
1.
2.
3.
4.
Taking the order
Subway’s “Thru-put” questions
Inclusion of Extra Items
Wrapping the Sub
• Transaction with Cashier
1. Gets the order
2. Request for inclusion of Side-orders
3. Transaction of money
Customer has to wait for 2 minutes 45 seconds for an order to receive
Value Stream Map (Current State)
Issues observed in the process
• Wastage of Bread
• Size of FOOTLONG bread
• Speed of Service
• Overwork
• Exact treatment to each customer
Proposed Lean Techniques
ISSUES OBSERVED
LEAN TOOLS APPLIED
Wastage of Bread
Kanban , JIT & Muda (Waste)
Size of FOOTLONG bread
5 Why
Speed of Service
5 Why & 5S
Overwork
Heijunka
Exact treatment to each customer
Gemba & Genchi Genbutsu
Muda – 7 Waste
S/No
7 Muda Waste
Current Condition
1
Overproduction

2
Waiting Time

3
Transportation

4
Processing

5
Inventory

6
Motion (non-work)

7
Defects

Remarks
Speed of Service
Overstocking of Baked Bread
Size of FOOTLONG
Issue 1: Wastage of Bread
Kanban Scheduling Board
To Do
Doing
Done
Reduce Wastage of Bread
Forecast the flow of
customer
Bake the bread
Monitor the Stock
Supply it to the counter
Place the order when the
stock is about to replenish
(JIT)
Issue 2: Size of FOOTLONG Bread
Why?
Why?
Why?
Why?
Why?
• Improper supply by US Foods
• Improper inspection during delivery
• Inadequate Training
• Shortage of time for training
• Management not focused on Training of new recruits
Solution: Management directed to provide adequate training to each staff
Issue 3: Speed of Service
Why?
Why?
Why?
Why?
• Speed of Service is slow
• Staff is taking more time to prepare the order
• All the food items are not placed in order
• 5S is not implemented
Solution: 5 S should be implemented by the Management to standardize the speed
of Service
Issue 4: Overwork
• Overwork is experienced due to improper
scheduling of work
• Hence we propose HEIJUNKA to eliminate this
issue
Issue 5: Improper Service
Gemba Analysis
Start Time
End Time
Task
Planned
Actual
Remarks
10:00 am
2:00 pm
Prepare
Subs
Greet the
customer
Missed
greeting the
customer
Loss of
Interest
10:00 am
2:00 pm
Cleaning the Sustain
tables
good
hygienic
conditions
Few
Unhygienic
tables were
not cleaned
on time
Overwork
10:00 am
2:00 pm
Cashier
Cashier not
mentioning
about AddOn items
Loss of
interest
Ask for AddOn items
and collect
cash
Issue 5: Improper Service (contd)
Solution:
The lean tool proposed in this scenario is
Heijunka Scheduling.
Rotation of tasks within the unit can overcome
this issue and maintain the level of Service and
Customer Satisfaction.
Value Stream Map (Future State)
Results / Kaizen
• No overstocking of Bread and hence no wastage of
bread.
• Sorting items in the counter improved the speed of
service.
• Inspection of the breads from the supplier
eliminated chances of having varying size of
FOOTLONG.
• Scheduling the work led to rotation of tasks and
improved quality of service.
A3 Report
Subway
Team:
Team Members:
Facilitator
Improve (Do):
1 Dharani Dhar N
2 Anishreddy Nomula
3 Riddi Jadhav
4 Sreeshanth Pillai
Lasalle Turner
Define Problem (Plan):
Problem Statement: To Improve the service of Subway
S.M.A.R.T Targets:
1 Reduce of Wastage of Bread
2 Sustain proper length of FOOTLONG breads
3 Improve Speed of Service
4 Counter attack Overwork
5 Improve Service to customer equally
1) Applying Kanban Scheduling Board and Just In Time techniques to
eradicate overstocking of bread
2) Asking '5 Why' to get to the root cause of Size of the FOOTLONG
not being accurate and Speed of Service is not as per standards
3) Applying 5 S, the staff can make the Subs/Salads faster and improve
Speed of Service
4) Heijunka (Scheduling) promises level scheduling and controls over
working of an employee
5) Gemba Analysis can result to the exact reason for improper service
to customer
Measure:
Control (Check):
1) Wastage of breads in due to shelf life is low
2) Customer finding the FOOTLONG bread not be actually foot long.
3) Speed of Service is not as per Subway standards
4) Improper Scheduling of Work
Analyze:
1) Baking the bread only when in demand and no overstocking of bread
2) Proper training of Staffs maintains the quality of food
3) Scheduling of work improves the customer service
4) Standardizing and Sorting of items improves Speed of Service
Future Steps (ACT):
1) Overstocking of Bread
2) Improper Inspection of supplier
3) Food items not been sorted accordingly in the counter
4) Improper Scheduling of tasks
1) Monitor Supply of US Foods
2) Tests new recruits with respect to the rules of organization
3) Taking quick look at the counter to check if items are placed in order
4) Taking feedback from staffs to ensure they are not overworking
Conclusion
Applying Lean Techniques
• Improved the business
• Sustain Customer Satisfaction
• Reduced Wastage
• Overcame overwork of staff
References
• Lasalle Turner (Manager/Supervisor of Subway, Towers Suite, Detroit, MI)
• http://www.aleanjourney.com/2010/02/lean-demonstrated-atsubway.html
Thank You for your attention!
Questions or Comments?