Process Mapping and Improvement at “Michel’s Patisserie”
1. The key problem
Today, customers appear to be more demanding for a high standard quality of products and services, in particular desiring for quick response. Customer’s needs and expectation is therefore considered as an important issue for a company to meet the requirements of the customer. Customer dissatisfaction gives rise to a wide range of problems to a business. In view of that, the key challenge of a company is to continuously improve the quality of products and services.
The basis improvement of a process can be effectively carried out through the use of process mapping which is a technique to define a business entity with the purpose of quality improvement. The aim of this report is to conduct process mapping and improvement at “Michel’s Patisserie” which includes a diagrammatic representation of the process chain as well as the key functions and interactions. The report is composed of five major sections: the key problem, background, the concept, statistics and the solution.
2. Background
To improve the quality of a process, process mapping is basically used to creating a vision of business system, identifying problems as well as catching process improvement. The study of process mapping was performed at Michel’s Patisserie, Pavilion Plaza Shop G5, Pavilion Plaza, 580 George St. Sydney. Michel’s Patisserie is an Australian bakery–style food company, mainly selling cakes, pies, savouries, and espresso coffee. Michel’s Patisserie claimed that the company has become one of Australia’s most successful patisserie and franchise systems among 340 stores throughout the country, in addition to outlets in New Zealand and China. The company principal concept is to deliver fresh bakery bakes daily to the retail outlets and sell to customers. Moreover, Michel’s Patisserie considers improvement of product quality and initiation of new products to the range as significant concerns (Michel’s Patisserie, 2009).
The core products of Michel 's Patisserie refer to
Today, customers appear to be more demanding for a high standard quality of products and services, in particular desiring for quick response. Customer’s needs and expectation is therefore considered as an important issue for a company to meet the requirements of the customer. Customer dissatisfaction gives rise to a wide range of problems to a business. In view of that, the key challenge of a company is to continuously improve the quality of products and services.
The basis improvement of a process can be effectively carried out through the use of process mapping which is a technique to define a business entity with the purpose of quality improvement. The aim of this report is to conduct process mapping and improvement at “Michel’s Patisserie” which includes a diagrammatic representation of the process chain as well as the key functions and interactions. The report is composed of five major sections: the key problem, background, the concept, statistics and the solution.
2. Background
To improve the quality of a process, process mapping is basically used to creating a vision of business system, identifying problems as well as catching process improvement. The study of process mapping was performed at Michel’s Patisserie, Pavilion Plaza Shop G5, Pavilion Plaza, 580 George St. Sydney. Michel’s Patisserie is an Australian bakery–style food company, mainly selling cakes, pies, savouries, and espresso coffee. Michel’s Patisserie claimed that the company has become one of Australia’s most successful patisserie and franchise systems among 340 stores throughout the country, in addition to outlets in New Zealand and China. The company principal concept is to deliver fresh bakery bakes daily to the retail outlets and sell to customers. Moreover, Michel’s Patisserie considers improvement of product quality and initiation of new products to the range as significant concerns (Michel’s Patisserie, 2009).
The core products of Michel 's Patisserie refer to
References: Michel’s Espresso (2009) Michel’s Espresso, Retrieved August 9, 2009, from http://www.michels.com.au/pages/espresso/espresso.aspx Michel’s Patisserie (2009) About Michel’s Patisserie, Retrieved August 9, 2009, from http://www.michels.com.au/pages/about/about.aspx OSCI (2008) Process mapping, Retrieved August 8, 2009, from http://www1. umn.edu/osci/how_to/process_mapping.html Schutta, J. T. (2006) Business Performance Through Lean Six Sigma, USA: ASQ Quality Press