System Description Case Study

The beginning step in studying a productive system is to scram 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 atomic number 18 all familiar with fast-food restaurants, try your hand at describing the production system employed at, say, a McDonalds. In doing so, answer the following questionsa. What are the important aspects of the serve up package?The key aspects of the operate package are postponement time, quality food, delivery time, billing time, courtesy of the function personnelb. Which skills and attitudes are needed by the service personnel?The service personnel should have the following skills and attitudes empathy with the client (understand customers preferences), proactively approaching customers and greeting them, expertise with all the menu items (contents of each item), race building capability with customers etc.c. How can customer de mand be altered?The customer demand may be altered through use of circumscribed pricing and promotional schemes. For example a new repast comprising (burger, French fries, cold drinks, dessert etc) can be offered at a discount during show 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 followsCustomer bring downs the McDonald Outlet - Occupies the quarter 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 outlete. Can the customer/provider interface be changed to include mo re Technology? More self-serve?Yes, the customer/provider interface can be changed to include more technology. For example customer can enter into McDonald and order their food through a kiosk and pay the amount through a credit card on the kiosk itself. The ordered items are automatically passed on to the confirm staff for delivery within a stipulated time frame. The customer takes the food and leave the outlet without any interface with the comportment or back staff.f. Which measures are being used to evaluate and measure the service? Which could be used?Measures that are being used to evaluate the service are speed of delivery, quality of food, efficiency of the back-staff, etc. are used to evaluate and measure the service. Some other measures that could be used are waiting time (before ordering, for food and for the check) would be critical for evaluating the service.How does it measure up on the seven characteristics of a well-designed service?The seven characteristics of the service design areCharacteristicMatch with online evaluation measures for McDonald case Operating FocusFocuses on speed of deliveryUser friendlyFocuses on courtesy, relationship management of staff RobustNot considered as staff is directly interfacing with the customer. However, if we assume kiosk establish ordering and payment then back up of staff should be there for any unforeseen problem in kioskConsistentPerformanceAll the staff are educate on different processes so the services are replicated Effective links between back office and front officeLinkage between front staff (taking orders) and back staff (preparing food) is establishedEvidence of serviceFeedback about the changes in the outlet and any other product changes need to be highlighted to the customer through Point of Display Cost-effectiveMore than being approach effective it should provide value to the customer. The quality of food (+speed of delivery, ambience etc) against the amount paid measures the value to th e client