Unit 7—Operational Process
Part #1 – Customer Quality – Operational Process
Everyone (okay I saying everyone even if you do not then ask a friend), has been to
fast-food restaurants. They all have these four things in common.
 Delivery accuracy: The ability to deliver goods and services on time, according to both internal and external
agreements, is fundamental to being “excellent”.
 Quality improvement: We believe that quality control and the ability to measure improved quality is a key
factor to achieving excellence.
 Productivity increase: Making continuous productivity increases through waste reduction and focusing on
value added tasks is a “must” for industrial and service organizations if they are to achieve world class status.
 Employee satisfaction: We believe employee satisfaction is the result of excellence in the operational
processes.
When looking at these restaurants:
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McDonalds
Dairy Queen
Jack in the Box
Taco Bell
Starbucks
Burger King
Pizza Hut
I want you to rate each of the above restaurants from best to worse and why in each of
the categories.
1.
Delivery accuracy: The ability to deliver goods and services on time, according to both
internal and external agreements, is fundamental to being “excellent”.
a. Do you get your food on time
b. Is the food what you ordered
c. If you ask for it “special” with more or less toppings, does it come out correct
d. Is it fast
Best
2
3
4
5
6
7
Worse
Reasons you picked the best and the worse (3 Sentences or more):
Quality improvement: We believe that quality control and the ability to measure improved
quality is a key factor to achieving excellence.
2,
a.
b.
c.
d.
Do you think that the restaurants think of better ways to improve service
Do they have a mobile app or ability to order online
Do they add new things to their menu
Is their food better or worse than the past items?
Best
2
3
4
5
6
7
Worse
Reasons you picked the best and the worse (3 Sentences or more):
3. Productivity increase: Making continuous productivity increases through waste reduction and
focusing on value added tasks is a “must” for industrial and service organizations if they are to achieve world
class status.
a.
b.
Are they environmentally conscious
Are they helping out with Non-profit organizations or with schools to make the communities
better
c. Are their advertisements great or poor
d. Do they have foods that “make you want to eat there”.
Best
2
3
4
5
6
7
Worse
Reasons you picked the best and the worse (3 Sentences or more):
4.
Employee satisfaction: We believe employee satisfaction is the result of excellence in the
operational processes
a.
b.
Are the employees happy to work there?
Is there a lot of turnover at the restaurant meaning new employees all the time?
c. Does the company offer insurance or to pay for college?
d. Are the raises there fast and fair?
Best
2
3
4
5
6
7
Worse
Reasons you picked the best and the worse (3 Sentences or more):
Part #2: New Supply Chain Models
Question to answer:
I gave you a link to see how the traditional supply chain differed from the new supply
chain model. The question I want to know is, after reading about the new supply chain
model, how the model helps companies like McDonalds procure their supplies from the
supplier.
Part #3: Schedules
Define the four kinds of operation schedules and how they would work with a restaurant
of your choice:
*Master production schedule
*Detailed Schedule
*Staff Schedule
*Project schedule