Process Improvement Flowchart
As-Is Process Flowchart Evaluation
Select a process from an organization you work for or are familiar with. You will also use this process in your Week 2 and Week 4 Assignments.
The customer arrives and sits in the car to decide on their order.
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Customer and ordered products reach the window.
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The customer pays with a card.
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The cashier repeats the total cost.
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Customer reconsiders and drives through.
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The cashier confirms the order and gives the total cost.
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Cashier says, “how can I help you?”
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Create a flowchart of the as-is process using Microsoft® Word, PowerPoint®, Visio®, or Excel®. Insert your flowchart below this line.
Evaluate the efficacy of your process using process improvement techniques. Write your evaluation below this line.
A customer’s normal experience starts when they arrive at their preferred McDonalds outlet and analyze the environment to decide whether to queue. This depends on whether the line is too long and if they have time to wait. McDonald implemented the ‘made for you program, which customizes products to incoming trends and the majority’s preference. It also introduced digital menus, which customers can use to know whether their orders are available from the comfort of their homes. If the line is too long, the customer leaves. They wait and reach the ordering booth, a bell rings inside, and a cashier comes to ask for their order. The customer confirms the order. For instance, if a customer orders a vegan burger and fries, the cashier repeats the order aloud, stating the ingredients and the size. The cashier then gives the cost. If it is too much, the customer may leave. If it is okay with the customer, they drive at wait at the receiving window. The cashier processes the order and takes it to the window. The cashier repeats the total cost. The customer may pay in cash or by card. If they pay in cash, the cashier gives them a chance, after which they drive away.
Process Improvement Flowchart
Determine how the process can be improved based on the results of your evaluation.
Define metrics and measure the current process. Insert the metrics and measures below this line.
A quick online search will reveal that a visit to McDonald’s is associated with long lines. Several factors cause this procedural difficulty. One important source of concern is capability, which suggests that the firm’s ambition of becoming the first fast-food provider does not correspond to its long queues. Suppose there are not adequate cashiers and customers who still want to cancel their orders. Occurrences that are repeated and numerous will ultimately lead to losses; another concern is inventory shortages, which cause delays when orders cannot be completed. The cashier must clarify what is obtainable while the consumer completes the choice process that began while they were in line, perusing the menu.
The physical procedure of receiving orders ensures the appropriate orders, increasing the waiting period and order flowing duration. The cashier has to write the customer’s name and contact information before giving the order to the chefs. Meanwhile, if a consumer purchases a burger, the cashier must collect that portion of the order before proceeding with the rest of the procedure. Throughout this period, other clients in line must wait. After all of this, the consumer must wait for the attendant to voice their name after the transaction is finally completed.
Use process improvement techniques to improve the process. Create a flowchart of the improved process using Microsoft Word, PowerPoint, Visio, or Excel. Use your professional judgment to ascertain how the future process will perform according to your metrics. Insert a new flowchart below this line.
Summary
Write a 350-word executive summary that includes the following:
- A brief description of the process based on the flowchart of the process’s current state
- The process evaluation results and how the weak points can be strengthened. Include a description of the process improvement technique(s) used.
- A brief description of process improvements based on the process of the future state
- How do you anticipate the future process will perform based on metrics used to evaluate the process’s current state
- A description of your process improvement project to achieve the future process state
Insert your summary below this line.
McDonald’s is capable of maintaining and expanding the customer base while minimizing the number of time customers spend at their store by using a more computerized information technique. According to research by Anthony and Gupta, the corporation’s analysis shows a trend besides the ” stay and wait” (Anthony & Gupta 2018), including on the go orders accounting for 80 percent of its revenue. Customers want to use very little time at McDonald’s; thus, the suggested process enhancements reflect that goal. The consumer now has more time and is not under pressure to explore possibilities and consider a more pleasurable and well-informed consumer choice procedure. Since the consumer is the only one who does this, the real pressure that results from too much waiting and possibly making a rash choice is minimized, and time is saved (Duggal & Alexander, 2018).
Furthermore, the organization can improve the efficiency of its order processing by introducing incentives that link customization rate to order rate. For instance, at fast-paced times during the day, give simple modifications or merely basic products, while during non-peak hours, provide customized purchases. The faster the purchasing procedure, the less personalization a customer is allowed to do. A committed employee should be able to handle orders more efficiently if they have a computer-controlled look of the product before the customer’s arrival at the ordering counter or by using a computer-controlled vending machine that initiates when the cahier’s transactions are completed.
Another benefit of computerizing and decreasing human employee input is that the duration of the procedure may be calculated more efficiently. The existing procedure makes monitoring time more difficult, considering cycle time is highly influenced by the level of customization for every consumer. McDonalds can better accommodate consumers’ want for quickness without sacrificing customer service quality by providing measures for a more valid understanding of these. There is more room for expansion plans with said streamlined processes because the drive-through and application orders take way less space (Puleka et al., 2018).
The firm is renowned for investing in human capital because it recognizes that service quality is a key differentiator. On the other hand, consumer preference assumes that customers prefer good products delivered quickly rather than nice employees with longer process times. The easiest way to attain this efficiency and save time is to use a hybrid of automated and direct consumer interaction.
Cite references to support your assignment.
Format your citations according to APA guidelines.
Antony, J., & Gupta, S. (2018). Top ten reasons for process improvement project failures. International Journal of Lean Six Sigma.
Duggal, R., & Alexander, P. (2018). Staff management training in McDonald’s.
Puleka, D., Kakade, D., & Pulekar, N. (2018). Comparative analysis of training and development practices in fast food segment–McDonald’s and KFC. International Journal of Advance and Innovative Research, 5(3), 174-191.
Submit your assignment.
