This document discusses requirements for designing the process for Pizza USA, a sit-down and take-out pizza restaurant. It provides background on the fast food industry and attributes important to customers and employees. These include accurate and timely delivery, modern packaging and tracking systems. The document outlines inputs, processes, storage and computer systems needed. Challenges of take-out services and considerations for delivery are presented. Process flow charts, Ishikawa diagrams and methods to ensure effective and mistake-proof delivery are discussed.

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PIZZA USA
An Exercise in Translating Customer
Requirements into Process Design
Requirements
Group 2

3. SCMS COCHIN PGDM BATCH
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PIZZA USA
An Exercise in Translating Customer
Requirements into Process Design
Requirements

4. HIGHLIGHTS
 Focus on customer
 Pizza USA-Sit down and take out service
 Attributes important for customer
 As Customer
 As Employee

6. FAST FOOD INDUSTRY
 Over the past 30 years, fast food companies have spread to every
corner of the nation.
 Fast food is now served at drive-in, stadiums, airports, zoos, schools,
universities, cruise ships, trains, airplanes, K-marts
 2011 – Americans spent more than $134 billion
 Americans now spend more money on fast food than on higher
education, personal computers, computer software, and new cars
 Fast food calories in the American diet has increased from 3% to 12%
over the past 20 years.

7. FAST FOOD
 On any given day in the U. S. about one-
quarter of the adult population visits a fast
food restaurant.
 During a short amount of time, the fast food
industry has helped to transform not only
our diets, but also our landscape, economy,
workforce, and popular culture.

8. FOOD INDUSTRY
 Every year the food industry spends $33 billion
convincing us that we are hungry!
 The power of suggestion works!
 Every waking moment we are bombarded by
advertising, all telling us to consume!
 The line between personal responsibility and
corporate responsibility gets more blurred!

9. FAST FOOD INDUSTRY
 fast food industry is dominated by a handful
of powerful corporations
 The companies that have applied this
formula most successfully are
 McDonald's
 Yum

10.  employing 3.7 million people worldwide
 operating a combined total of 60,000 stores

11. ATTRIBUTES
 Toll free phone number and online ordering
with address saving options for faster and
accurate delivery in future
 Proper script and dialogue
 Fast Delivery Time of Pizza
 Accurate Delivery of Pizza
 Electrically heated pizza bag
 Polite delivery boy

12.  Real time tracking
 Modern pizza box
 Pizza saver
 Pizzas that can only be delivered through
ordering
 Extra napkins and other products with the
driver

13. INPUTS
 Customer Details (From the Call center)
 Customers name.
 Customers Address.
 Payment mode.
 Pizza menu items.
 Outlet details (From the Outlets)
 Available Pizza delivery personals.
 General Details
 Pizza Names, prices, sizes, etc...

14. PROCESS
 Customer Information validation.
 Checking the availability of the outlets for
delivery personals.
 Generating a bill to the nearest outlet
kitchen.
 Generating a bill to the customer.
 Contacting the relevant external terminals

15. STORAGE
 Customer details
 Previous orders
 Feed backs
 Outlet information

16. COMPUTER SYSTEMS
 3C server
 1.1 GHz Processor.
 256MB RAM.
 40 GB Hard disk.
 Keyboard.
 UNIX Operating System

17.  Implement appropriate ordering methods
 Accuracy
 Take out and delivery menu
 Schedule workers appropriately

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CHALLENGES OF TAKE- OUT SERVICES IN
A FULL – SERVICE RESTAURANT

19.  Lower Check Averages
 Limited Parking Space
 Crowded Pick-up Area
 Foot Traffic Jams

20. THINGS TO CONSIDER ABOUT DELIVERY
SERVICES
 Minimum order charge for deliveries
 Decide if you will offer free
 Training For Delivery Drivers

21. PIZZA DELIVERY PROCESS DESIGN
Pizza Delivery Process Flow Chart
Flow Chart of Pizza Delivery Process.docx

22. ISHIKAWA DIAGRAM
 fishbone diagrams
 cause-and-effect diagrams
 causal diagrams created by Kaor Ishikawa
(1968)
 show the causes of a specific event.
 Common uses of the Ishikawa diagram
are product design and quality defect prevention
 to identify potential factors causing an overall
effect.

23. CAUSE AND EFFECT

24. EFFECTIVE DELIVERY PROCESS
 Minimum Delay
 Minimum Mistakes
 Cost Effective

25. POKA-YOKE
 Japanese term -mistake-proofing
 Any mechanism in a lean manufacturing
process
 Helps equipment operator avoid (yokeru)
mistakes (poka).
 To eliminate product defects by preventing,
correcting, or drawing attention to human errors
as they occur.
 Concept was formalized, and the term adopted,
by Shigeo Shingo as part of the Toyota
Production System

26. PIZZA PROCESS DESIGN
 Inventory Management
 Pizza Factory Location
 Order Entry
 Order Submit
 Packaging
 Routing
 Logistics

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CONCLUSION