Hong Kong Pizza Hut - Process Flow analysis (Operation Management)
Summary
TLDRGroup 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
- π **Pizza Hut Introduction**: Pizza Hut is a globally recognized pizza chain, known for its high-quality food and service.
- π **First Restaurant**: The chain's first restaurant in Hong Kong opened in 1981, marking its entry into the Asian market.
- π€ **Customer Greeting**: Staff at Pizza Hut provide a warm greeting and inquire about the number of guests, enhancing the customer experience.
- π **Registration System**: Customers typically take a ticket from a machine to wait for a table, but there's a potential for system malfunctions.
- π **Ordering Process**: Waiters manually note down orders, which could lead to errors; solutions like digital ordering devices are suggested.
- π½οΈ **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.
- π¨βπ³ **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.
- π΄ **Dining Experience**: Customers eat the food, which is a crucial part of their overall experience at Pizza Hut.
- π΅ **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.
- π **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
π 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.
ποΈ 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.
π 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.
π³ 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.
π½οΈ 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.
π΅ 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.
π 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.
Mindmap
Keywords
π‘Process Flow Analysis
π‘Pizza Hut
π‘Customer Service
π‘Potential Fail Points
π‘Recipe Management System
π‘Order Accuracy
π‘Table Management
π‘Digital Assistance
π‘Cashiering
π‘Customer Value
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
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