Process Strategy & Analysis

Process Structure

A hybrid office process has moderate levels of customer contact and standard services available for customers. China Star has a process of structure of hybrid office because customers are making their orders directly with a server follow a standard menu. In addition, waiters deliver food in the front. But the food is assembled in the kitchen, which is a back office. Their operation is more like a batch process. Because of its small scale, they have disconnected line flows, moderately repetitive work. Multiple products, with low to moderate volume, which depends on time. For example, weekends tend to have larger order volumes than weekdays.

Customer Involvement

China Star has a moderate to low level of customer involvement because the customers make the orders. Customer have a high level of customer contact with the restaurant, such as ordering and serving. Sometimes, customers are allowed to customize their orders.

Resource Flexibility

Resource flexibility of the restaurant is flexible because the server has various tasks, such as recommending specialties, placing orders, and delivering food. And chef cooks different food by using general-purpose equipment.

Capital Intensity

Capital intensity is about the cost of equipment relative to the cost of labor. For capital intensity, human skills in the process are considered to be more important. Because the quality and tastes of food largely depend on chef's skill. Moreover, customers focus more on the service of a restaurant than what equipment the restaurant is using.

• Order fulfillment
• Used flow chart and Pareto Chart to document data in order to understand how well the process performs and how we can improve it if needed.
• By collecting complains, comments, and issues within one month from Yelp and the manager, we made a Pareto Chart to visualize the order fulfillment issues in China Star. It’s not difficult to see “Vital Few” for China Star are production time, speed, and the quality. These three issues weigh over 70% of the total issues. If China Star aspires to improve its service, business image in customers’ mind, and the efficiency, the manager should focus on these three “vital few” issues.
  
  
  Here is a flow chart to visualize the basic process of how a customer orders and finally gets his or her items ordered in China Star .
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