system description case study
4. SYSTEM DESCRIPTION EXERCISE
The beginning step in studying a productive system is to develop a description of the system. Once the system is described, we can better determine why the system works well or poorly and recommend production-related improvements. Since we are all familiar with fast-food restaurants, try your hand at describing the production system employed at, say, a McDonald's. In doing so, answer the following questions:
a. What are the important aspects of the service package?
The key aspects of the service package are: waiting time, quality food, delivery time, billing time, courtesy of the service personnel
b. Which skills and attitudes are needed by the service personnel?
The service personnel should have the following skills and attitudes: empathy with the customer (understand customer’s preferences), proactively approaching customers and greeting them, expertise with all the menu items (contents of each item), relationship building capability with customers etc.
c. How can customer demand be altered?
The customer demand may be altered through use of special pricing and promotional schemes. For example; a new meal comprising (burger, French fries, cold drinks, dessert etc) can be offered at a discount during launch phase so that customers can try it out. Also, customers ordering items worth more than $40 (or any other amount) might be offered a free meal (take home).
d. Describe the process flow of the production/delivery system.
The process flow of the production/delivery system would be as follows:
Customer enters the McDonald Outlet -> Occupies the seat after waiting -> Orders the items from the menu to the Front staff -> Front Staff passes on the orders to the kitchen staff -> Orders is prepared by the kitchen staff -> Food item delivered to the customer -> Customer takes the food -> Customer asks for check -> Front staff gets the check -> Customer makes the payment -> Customer leaves the outlet
e.
The beginning step in studying a productive system is to develop a description of the system. Once the system is described, we can better determine why the system works well or poorly and recommend production-related improvements. Since we are all familiar with fast-food restaurants, try your hand at describing the production system employed at, say, a McDonald's. In doing so, answer the following questions:
a. What are the important aspects of the service package?
The key aspects of the service package are: waiting time, quality food, delivery time, billing time, courtesy of the service personnel
b. Which skills and attitudes are needed by the service personnel?
The service personnel should have the following skills and attitudes: empathy with the customer (understand customer’s preferences), proactively approaching customers and greeting them, expertise with all the menu items (contents of each item), relationship building capability with customers etc.
c. How can customer demand be altered?
The customer demand may be altered through use of special pricing and promotional schemes. For example; a new meal comprising (burger, French fries, cold drinks, dessert etc) can be offered at a discount during launch phase so that customers can try it out. Also, customers ordering items worth more than $40 (or any other amount) might be offered a free meal (take home).
d. Describe the process flow of the production/delivery system.
The process flow of the production/delivery system would be as follows:
Customer enters the McDonald Outlet -> Occupies the seat after waiting -> Orders the items from the menu to the Front staff -> Front Staff passes on the orders to the kitchen staff -> Orders is prepared by the kitchen staff -> Food item delivered to the customer -> Customer takes the food -> Customer asks for check -> Front staff gets the check -> Customer makes the payment -> Customer leaves the outlet
e.