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Wild Dog Coffee Operational Analysis 1 Wild Dog Coffee Operational Analysis Professor Elmer Marcia Clarke MBA-FPX5014 Capella University January 4, 2024
Wild Dog Coffee Operational Analysis 2 Introduction Wild Dog Coffee Company, presently operating from a single location, boasts an extensive array of espresso offerings, a concise breakfast and lunch menu, and a limited evening selection. In pursuit of business expansion, the company aims to establish a second location. Although the new venue may undergo menu experimentation, the espresso preparation process will remain unchanged. Leveraging my operations background, this analysis will scrutinize and refine the espresso beverage preparation procedure, ensuring the preservation of the company's competitive edge upon the launch of the second location. The ensuing paper will furnish insights and recommendations essential for adeptly managing the fundamental processes of the business, facilitating a seamless and efficient inauguration of the additional establishment. Chai Tea Lattè Flowchart The flowchart outlined in Figure 1, found in the appendix, delineates the sequential steps involved in fulfilling an order for a chai tea latté. The scope of this analysis encompasses the period from when a customer initiates the order for a chai tea latté until the moment the beverage is received. Each process step is elucidated in the subsequent paragraphs. The flowchart is organized to systematically portray the actions and the respective individuals designated as owners overseeing each step. The trio of owners collectively manages the entire process management and improvement initiative, with my specific responsibility focused on the espresso beverage preparation process. Commencing at the upper-left corner of the diagram, the flowchart commences when a customer places an order for a chai tea latté. The cashier assumes the pivotal role of taking the order and subsequently reiterates it to the customer, aiming to ascertain any specific requirements. Following this, the cashier inputs the order details into the point-of-sale system. At this juncture, the cashier decides regarding order fulfillment, determining whether they will execute it personally or delegate it to a barista. In the event that the cashier opts to pass the order to a barista, the latter is tasked with crafting the chai tea latté and ensuring its timely delivery to the customer. Conversely, if the cashier deems the situation suitable for self- execution, they proceed to prepare the beverage and promptly deliver the order to the customer. The ensuing procedures will delineate the detailed step-by-step requisites essential for the successful completion of each action delineated within the flowchart. Procedure for Making Chai Tea Lattè Purpose This document details explicit procedures outlining the sequential steps and designated responsible parties involved in crafting a chai tea latté, complemented by the supportive flowchart in Figure 1 found in the appendix. Focused explicitly on the chai tea latté preparation, these procedures meticulously delineate the sequence of actions required, specifying the necessary completion criteria for each step and the accountable individual. The primary objective is to establish a standardized process ensuring consistent product quality and exceptional customer service. Given the chai tea latté's status as the menu's top-selling item at Wild Dog Coffee Company, this document aims to create a standardized approach, enabling the replication of this successful recipe across diverse locations staffed with different team members. Standardization not only ensures consistency in product quality but also sustains efficiency and promotes clear communication among team members, customers, and the company as a whole.
Wild Dog Coffee Operational Analysis 3 Espresso Beverage Preparation Process The following procedures are in accordance with the necessary steps for crafting a chai tea latté at Wild Dog Coffee Company, as illustrated in the flowchart (Figure 1) provided in the appendix. Place order for espresso: 1) Initiation – the commencement of the espresso (chai tea latté) preparation process promptly follows upon a customer placing an order. 2) Fulfillment – the process concludes upon the successful reception of the order, incorporating any specific modifications. 3) Inputs – the information needed to place the espresso order includes the customer's preferences: beverage size, temperature (hot or cold), and any specific requests such as the choice of milk. 4) Outputs – the outcomes of initiating the espresso order process involve the cashier capturing and confirming the order. 5) Data Requirements – essential data for initiating the espresso order process encompass details such as beverage size, temperature specifications, and any additional special preferences. 6) Process Owner – the individual responsible for initiating the espresso order process is the customer. Take order for espresso: 1. Initiation – the commencement of the take order for espresso (chai tea latté) process promptly follows upon a customer placing an order, whether it be in-person or online. 2. Fulfillment – the process concludes upon the successful reception of the order, accommodating any specific modifications. 3. Inputs – the information needed to place the espresso order includes the customer's verbal or online request: beverage size, temperature (hot or cold), and any special preferences like the type of milk. 4. Outputs – the outcomes of the take order for the espresso process involve the cashier reiterating and confirming the order. 5. Data Requirements – essential data for the take order for the espresso process involve information provided by the customer, which may include beverage size, temperature specifications, and any additional special preferences. 6. Process Owner – the individual responsible for the take order for espresso process is the cashier. Repeat order : 1. Initiation – the repetition of the order for espresso (chai tea latté) process commences after the initial order is received by the cashier, ensuring a comprehensive understanding of all requirements. 2. Fulfillment – the process concludes once the order is reiterated, accounting for any special modifications. 3. Inputs – the essential information for placing the order encompasses the customer's verbal or online request, covering details like beverage size, temperature (hot or cold), and any specific requirements.
Wild Dog Coffee Operational Analysis 4 4. Outputs – the outcomes of repeating the order for the espresso process involve the cashier entering the order into the point-of-sale system and collecting payment from the customer (Online orders will be prepaid). 5. Data Requirements – crucial data for the repetition of the order for espresso include information provided by the customer, such as beverage size, temperature specifications, and any additional special preferences. 6. Process Owner – the individual responsible for the repetition of the order for espresso process is the cashier. Enter order/charge customer: 1. Initiation – the initiation of the enter order/charge customer for espresso process commences after the cashier repeats the order. 2. Fulfillment – the process concludes upon the successful entry of the order into the point of sale system and the completion of payment by the customer, marked by the presentation of a receipt. 3. Inputs – the information required for the enter order/charge customer process involves the repetition of the customer's verbal or online request. 4. Outputs – the outcomes of the order/charge customer process include selecting the appropriate cup size and affixing a system-generated label with the customer's name and drink details. 5. Data Requirements – essential data for the enter order/charge customer process encompass the reiterated information from the customer, including beverage size, temperature specifications, and any additional special preferences. 6. Process Owner – the individual responsible for the enter order/charge customer process is the cashier. Make Espresso: 1. Initiation – the make espresso process commences after the order is successfully entered into the POS, and the cashier completes the customer charge. 2. Fulfillment – the process concludes once the espresso beverage is crafted according to the specified requirements. 3. Inputs – the essential inputs for the make espresso process include the requisites entered into the POS system and printed on the cup sticker. The cashier, at this stage, decides whether to personally craft the beverage or delegate it to a barista, based on workload and the number of customers in line. The individual preparing the beverage adds ground espresso coffee to the espresso machine, steams and measures the chosen milk, combines the steamed milk with the brewed espresso and the correct sweetener, incorporates any requested special toppings, and ensures the cup is cleaned, sleeved, and covered. 4. Outputs – the outcomes of the make espresso process consist of a completed drink that fulfills all the customer's specified requirements. 5. Data Requirements – necessary data for the make espresso process encompass order information printed on the cup and displayed on the order priority screen. Additionally, the cashier assesses the number of customers in line to decide whether they or a barista will craft the beverage. 6. Process Owner – the espresso process owner is either the cashier or the barista.
Wild Dog Coffee Operational Analysis 5 The customer receives order: 1. Initiation – the customer receives order process begins once the cashier or barista has successfully crafted the order. 2. Fulfillment – the process concludes when the beverage is handed over to the customer. 3. Inputs – the input for the customer receives order process is a beverage meticulously prepared to meet the customer's specific requirements. 4. Outputs – the outcomes for the customer receives order process include the customer holding the finished drink and the expression of gratitude from the cashier or barista. 5. Data Required – essential data for the customer receives order process includes the information on the customer's order, printed on the label, detailing the specific drink requirements. 6. Process Owner – the individual responsible for the customer receives order process is the customer. Metrics "Process performance metrics serve as vital tools for monitoring and evaluating company activities. These metrics involve tracking the business's progress, collecting pertinent information, and presenting it in an accessible format, enabling managers to analyze the data and make informed decisions" (Krajewski, L. J., Malhotra, M. K., & Pitzman, L. P. 2019). Robust metrics offer the necessary information for managerial insights at each stage of the process, contributing to enhanced decision-making precision. They facilitate the transformation of processes into more efficient and effective operations. To assess the performance of the chai tea latté process, various metrics can be measured and subjected to statistical analysis. The subsequent paragraphs will delve into a discussion of two such metrics. Time study method The time study method is essentially a means of measuring the average time observed, adjusted for normal effort, and accounting for breaks, unavoidable delays, and similar factors (Krajewski, L. J., Malhotra, M. K., & Pitzman, L. P. 2019). The data depicted in figure 2 of the appendix outlines the time taken from the moment an order is entered into the point of sale (POS) system until the customer receives the order in their hand. This information is automatically recorded in the POS system and pertains to fifty (50) orders of chai tea latté at the initial coffee shop. The designated target time for the entire chai tea latté process, as measured by the point of sale system, falls within the range of 2 to 3 minutes. Working sample method Work sampling is a method that estimates the proportion of time allocated by individuals or machines to various activities through randomized observations over time (Krajewski, L. J., Malhotra, M. K., & Pitzman, L. P. 2019). Examples of these activities encompass working on a service or product, engaging in paperwork, awaiting instructions, waiting for maintenance, or periods of inactivity. This method proves valuable in comprehending the distribution of labor within the specialized beverage industry. Additionally, a nuanced understanding of this data can signify increased efficiency and effectiveness in the production and delivery of products to customers. The insights derived from such data are instrumental in assessing process
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