Hong Kong Pizza Hut - Process Flow analysis (Operation Management)

Summary

Group 15 from C02 class presents a process flow analysis for Pizza Hut, a leading pizza chain. They examine the customer journey from arrival to departure, identifying potential pitfalls such as registration system malfunctions, order taking errors, incorrect food preparation, and wrong change given by cashiers. Solutions like digital ordering devices, recipe management systems, and staff training are suggested to enhance the dining experience and customer satisfaction.

Takeaways

• 🍕 **Pizza Hut Introduction**: Pizza Hut is a globally recognized pizza chain, known for its high-quality food and service.
• 🏠 **First Restaurant**: The chain's first restaurant in Hong Kong opened in 1981, marking its entry into the Asian market.
• 🤝 **Customer Greeting**: Staff at Pizza Hut provide a warm greeting and inquire about the number of guests, enhancing the customer experience.
• 📋 **Registration System**: Customers typically take a ticket from a machine to wait for a table, but there's a potential for system malfunctions.
• 📝 **Ordering Process**: Waiters manually note down orders, which could lead to errors; solutions like digital ordering devices are suggested.
• 🍽️ **Kitchen Preparation**: The kitchen prepares food based on orders, with a risk of incorrect ingredients or proportions; a recipe management system is proposed to mitigate this.
• 👨‍🍳 **Food Delivery**: There's a risk of delivering food to the wrong customers; solutions include assigning a star for order verification and using digital assistance for table locations.
• 🍴 **Dining Experience**: Customers eat the food, which is a crucial part of their overall experience at Pizza Hut.
• 💵 **Payment Process**: After dining, customers receive a bill and pay at the cashier, where the risk of incorrect change is noted; staff training is recommended to improve accuracy.
• 📊 **Process Flow Analysis**: The script concludes with a surface blueprint of the process, summarizing the analysis of Pizza Hut's customer service process.

Q & A

What is the main objective of the video by Group 15 in C02 class?

The main objective of the video is to analyze the service process of Pizza Hut and identify potential failure points.

When did Pizza Hut open its first restaurant in Hong Kong?

Pizza Hut opened its first restaurant in Hong Kong in 1981.

What is the vision of Pizza Hut as mentioned in the video?

Pizza Hut's vision is to provide high-quality food and the best service to customers.

What is the potential problem with the registration system at Pizza Hut as discussed in the video?

The potential problem is that the registration system may malfunction and not record the correct number of customers.

How can Pizza Hut prevent the issue of waiters taking wrong orders or missing some orders?

Pizza Hut can provide devices for customers to order food themselves and have waiters reconfirm the orders by repeating them to the customers.

What is a possible solution to the kitchen preparing the wrong food with wrong ingredients?

Installing a recipe management system that contains all the details of ordered foods in exact numbers can help solve this problem.

What is the potential issue with food delivery to customers as highlighted in the video?

The waiter may deliver the food to the wrong customers.

How can Pizza Hut ensure that the correct food is delivered to the right customers?

Assigning a star to double-check the orders before delivery and using personal digital assistance for waiters to remind them of the table locations can help.

What is the potential problem with the cashier at Pizza Hut as mentioned in the video?

The cashier may give the wrong change to the customers.

How can Pizza Hut improve the accuracy of cash transactions at the cashier?

Training staff to give the money from one denomination to another in a systematic order, such as giving $100 first, then $20, and finally coins, can improve accuracy.

What action does the waiter take when customers are leaving, as per the video?

The waiter greets the customers when they leave, which can increase the customer's value.

How is the service process of Pizza Hut visually represented in the video?

The service process is concluded in a surface blueprint that is presented at the end of the video.

Outlines

00:00

🍕 Introduction to Pizza Hut's Process Flow Analysis

The video introduces Group 15 from C02 class who are conducting a process flow analysis for Pizza Hut, a globally renowned pizza restaurant chain. They highlight Pizza Hut's inception in Hong Kong in 1981 and its commitment to delivering high-quality food and excellent service. The group aims to scrutinize the customer-facing processes at Pizza Hut and identify potential failure points.

🛎️ Customer Arrival and Seating Process

The analysis begins with the customer's arrival at Pizza Hut. Upon entry, customers are greeted warmly by the staff and guided to a table. The video notes that in non-peak times, the staff may bypass the ticketing machine, which could potentially malfunction and affect customer registration. The staff's role in managing customer flow and ensuring a smooth seating process is emphasized.

📋 Order Taking and Potential Errors

Once seated, customers review the menu and place their orders with the waiter, who records the orders manually. The video identifies a potential risk of order inaccuracies due to human error. Solutions such as digital ordering devices and order confirmation by the waitstaff are suggested to mitigate these risks and enhance the accuracy of the order-taking process.

🍳 Kitchen Operations and Recipe Management

The kitchen receives the orders and begins food preparation. The video points out the possibility of incorrect food preparation due to wrong ingredients or proportions. To address this, it suggests implementing a recipe management system that provides detailed instructions for each order, ensuring consistency and quality in the food preparation process.

🍽️ Food Delivery and Customer Service

After preparation, the food is delivered to the customers. The video raises concerns about the potential for food being delivered to the wrong customers. To prevent this, it proposes assigning a staff member to double-check orders before delivery and using digital assistance to remind waiters of table locations, ensuring accurate and efficient service.

💵 Payment Process and Staff Training

The final step involves customers receiving their bill and making payments at the cashier's station. The video identifies the risk of incorrect change being given and suggests training staff to handle money transactions methodically to improve accuracy. It also highlights the importance of the waiter's farewell greeting to customers, which can enhance customer satisfaction and value.

📊 Conclusion and Surface Blueprint

The video concludes with a summary of the surface process analyzed and presents a surface blueprint that visually encapsulates the entire customer journey at Pizza Hut. The group thanks the viewers for watching and emphasizes the importance of continuous process improvement to enhance customer experience.

Keywords

💡Process Flow Analysis

Process Flow Analysis is a method used to examine the steps involved in a process to identify potential areas for improvement or points of failure. In the context of the video, it is applied to Pizza Hut's customer service process to ensure a smooth dining experience. The script mentions analyzing the service process to customers and potential fail points, which illustrates the method's application in identifying and addressing issues within the restaurant's operations.

💡Pizza Hut

Pizza Hut is a well-known global pizza restaurant chain, highlighted in the video as a case study for process flow analysis. The script mentions Pizza Hut's establishment in Hong Kong in 1981 and its vision to provide high-quality food and service. The keyword is central to the video's theme as the entire analysis revolves around the customer experience at Pizza Hut.

💡Customer Service

Customer service refers to the interactions between a company and its customers, aiming to provide assistance, information, and support. In the video, customer service is a focal point, with the analysis focusing on the restaurant's service process from the customer's arrival to departure. The script describes the warm greeting by staff and the order-taking process, which are critical aspects of Pizza Hut's customer service.

💡Potential Fail Points

Potential fail points are areas in a process that may lead to errors or inefficiencies. The video script discusses several potential fail points in Pizza Hut's service process, such as the registration system malfunctioning or the kitchen preparing the wrong food. These points are crucial for the analysis as they highlight areas where the restaurant could improve its operations to prevent customer dissatisfaction.

💡Recipe Management System

A Recipe Management System is a tool used in kitchens to standardize and manage the preparation of dishes, ensuring consistency and accuracy. The video mentions the installation of such a system to solve the problem of preparing the wrong food with incorrect ingredients. This system is integral to maintaining the quality of Pizza Hut's food and preventing errors in the kitchen.

💡Order Accuracy

Order accuracy is the measure of how correctly an order is taken and fulfilled. The script discusses the importance of order accuracy, particularly in the context of the waiter taking orders and the kitchen preparing them. Ensuring accuracy is vital for customer satisfaction and is a key aspect of the process flow analysis conducted in the video.

💡Table Management

Table management involves organizing and allocating seating for customers in a restaurant. The video script describes the process of being led to a table and the setup of menus and tableware. Effective table management is essential for a smooth customer experience and is part of the service process analyzed in the video.

💡Digital Assistance

Digital assistance refers to the use of technology, such as tablets or smartphones, to aid in various tasks. In the video, the script suggests using digital assistance for waiters to be reminded of table locations, which could improve the efficiency of service delivery. This concept is relevant to the video's theme of enhancing the customer service process through technology.

💡Cashiering

Cashiering is the process of handling payments from customers. The video script mentions the cashier's role in providing change and the potential for errors in this process. Proper cashiering is essential for maintaining trust and accuracy in financial transactions, which is a part of the overall customer service experience at Pizza Hut.

💡Customer Value

Customer value refers to the perceived benefits a customer receives from a product or service. The video script ends with the idea of increasing customer value through the service process. This concept is central to the video's theme, as improving the service process is aimed at enhancing the overall value and satisfaction of Pizza Hut's customers.

Highlights

Group 15 in C02 class is conducting a process flow analysis for Pizza Hut.

Pizza Hut is one of the largest and most successful pizza restaurant chains globally.

The first Pizza Hut restaurant opened in Hong Kong in 1981.

Pizza Hut's vision is to provide high-quality food and the best service to customers.

The analysis focuses on the service process of Pizza Hut to its customers and potential failure points.

Upon arrival, customers are greeted and asked about their party size.

In normal situations, customers take a ticket and wait for available seats.

A potential issue is the registration system may malfunction and record incorrect customer numbers.

Staff leads customers to the table after asking for their party size.

Menu and tableware are already set when customers arrive at the table.

Customers look at the menu and then the waiter takes their order.

A potential fail point is the waiter may take wrong orders or miss some orders.

Solutions include providing devices for customers to order food and waiters reconfirming orders.

The kitchen receives food orders and starts to prepare the dishes.

A problem could be the kitchen preparing the wrong food with incorrect ingredients.

Installing a recipe management system can solve kitchen preparation issues.

Finished food is delivered to customers after cooking.

A potential issue is the waiter delivering food to the wrong customers.

Assigning a star to double-check orders or using digital assistance can prevent delivery mistakes.

Customers eat the food after it is served.

After finishing the meal, customers receive a bill and pay at the cashier near the entrance.

A potential cashier issue is giving the wrong change to customers.

Training staff to handle money in a specific order can improve accuracy.

Waiters greet customers as they leave, enhancing customer value.

The entire service process is summarized in a surface blueprint.

The video concludes with a thank you for watching.

Transcripts

[Music]

we are group 15 in C02 class and we are

doing process flow analysis for Pizza

Hut Pizza Hut one of the largest and

most successful pizza restaurant chains

in the world open its first restaurant

in Hong Kong in

1981 his vision is to provide high

quality food and the best service to

customers we are going to analyze the

surfice process of Pizza Hut to its

customers and the potential fail

[Music]

points first we arrive Pizza

Hut second we wait for the table in the

entrance as the restaurant was not full

at that time the staff gave us a warm

greeting and ask how many of us are here

in normal situation customers need to

take the ticket from the machine and

wait for the seats which are available a

potential problem may exist as the r

registration system May malfunction

sometimes and cannot record the correct

number of

customers then the staff directly led us

to the table after asking when we

arrived table the menu and table Weare

were already

set we look at the menu

first and then ask the waiter came to

take our

order he mark down the orders on his

notes

a potential fail Point may exist here as

he may take wrong orders or miss some

orders few solution can be taken to

prevent the problem for instance Pizza

Hut can provide devices for customers to

order the food bys the waiters can also

reconfirm the order with customers by

repeating their

orders then the kitchen receive the food

orders

[Music]

and start to prepare and make the

food the potential problem is that the

Shelf may prepare the wrong froods with

wrong ingredients a wrong proportion of

ingredients this problem can be solved

by installing a recipe management system

which contains all the details of

ordered Foods in exact

number

the finished food will be delivered to

the customers after they are

cook in this process the waiter May

deliver the foood to the wrong

customers the solution can be assigning

a star to double check the orders before

the food are delivered to the

customers a fall plan can also be placed

at the exits of the kitchen or even in

every waiter personal digital assistance

so so waiter can be reminded about the

location of the

table the next customer action is to eat

[Music]

food after finishing the dishes we

receive a bill and pay the money to the

cashier who is standing besides the

entrance the problem is that the cashier

may give the wrong change to the

customers therefore Pizza Hut should

train his staff to give the money from

one denomination

to another so as to improve

accuracy for example giving $100 first

and then 20 finally

coins lastly the waiter greet us when we

leave this may increase the customer's

value the above mentioned surface

process can be concluded in this surface

blueprint that's the end of our video

and thank you for watching yeah