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.