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Pizza Hut Delivery! An Operational Analysis of the Delivery System. Asuncion, Dalman, Doromal, Dy, Generoso, Mejia, Ong May 11, 2010. Overview, Process. 2 main areas Customer relations station Actual Pizza Hut branch. CRS. Customer info
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Pizza Hut Delivery!An Operational Analysis of the Delivery System Asuncion, Dalman, Doromal, Dy, Generoso, Mejia, Ong May 11, 2010
Overview, Process • 2 main areas • Customer relations station • Actual Pizza Hut branch
CRS • Customer info • first information that is automatically asked is the customer’s phone number • If the customer has previously used the service, the system will automatically recognize the phone number • then proceeds to take down the customer order, verifies that all order is complete and correct, and informs the caller the total price. If not, the process repeats itself
CRS • If new customer • call back after 2-5minutes to verify the customer information and order • Order time is targeted at 2 minutes or under
Actual Pizza Hut Branch • electronic call order slip is received by the branch and is automatically printed out • pre-order employee monitors these requests • pre-order team • assembles the basic ingredients of the pizza • prepare time is targeted at 2 to 2 ½ minutes tops
Actual Pizza Hut Branch • “Make Pizza” stage • oven for over 5 to 5 ½ minutes tops • then cut and dispatched, including cutting the pizza into slices, packaging it into the appropriate box and sealed, assembling the other orders (i.e., a liter of soda), and all the condiments that go with it • done in 3 ½ minutes or less
Actual Pizza Hut Branch • package is then given to the delivery personnel who take the pizza to the desired location • The total process of making the pizza once the call order slip has been received to actual delivery should be 30-45minutes or less.
Delivery • When the delivery person reaches the destination • protocol mandates that he presents each order to the caller • If everything is satisfactory, customer proceeds to receive everything and pays for the food • cash, EPS, or credit card
CUSTOMER SERVICE CENTER CUSTOMER PIZZA HUT BRANCH START Total Cycle Time: Min.: ___min Max:___ min Ave.: ___min Call routed to CSR Call 911-11-11 Prepare time Make Pizza CSR gets contact details and order B B D C A C D E E A A C Order complete and correct? N Cutting and Dispatching Total Distance Traveled: Min.: ___m Max.: ___m Ave.: ___m N Correct and in good condition? Y N First time caller? Delivery Y N Call verify Receives and pay Y Y Delays? O.R. presented to customer Branch Mgr coordinates END Call Order Slip
Mudas • Delay in taking down the order • Communication-related problems
Mudas • Delay in making the pizza • Different promos presents several difficulties for personnel to produce • i.e. sausage-filled crust w/ cheese dips
Mudas • Delay in delivery • motorvehicle may not have enough gasoline • heavy motorist traffic
Mudas • delivery man may not have enough “load” or credits for his cellphone to call if: • He could not find the place of delivery • He is outside the customer’s house but there is no one to receive the food delivery
Mudas • there is no definite queuing system for assigning who will deliver the food next
Countering the Mudas • With regards to taking the customer’s order • ask clarificatory questions • ask the customer to speak more clearly • With regards to making the pizza • Strategize the work table/environment. • Study the overall lay-out and experiment with different arrangements. • **these two countermeasures are not corrected with regards to the flow of the system
Countering the Mudas • With regards to the delivery: additional steps or sub-operations along with the overall flow • rider is already assigned by the time the orders have been cooked • motorcycle has already been checked and is ready for the next departure • rider has enough cellphone credits to make a call and text • rider knows the route to the place of delivery
CUSTOMER SERVICE CENTER CUSTOMER PIZZA HUT BRANCH START Total Cycle Time: Min.: ___min Max:___ min Ave.: ___min Call routed to CSR Call 911-11-11 Prepare time while rider checks motorbike, phone, and route Make Pizza CSR gets contact details and order D C A C A E E A B D C B Order complete and correct? N Cutting and Dispatching Total Distance Traveled: Min.: ___m Max.: ___m Ave.: ___m N Y Correct and in good condition? N First time caller? Delivery Y N Call verify Y Receives and pay Y Delays? O.R. presented to customer Branch Mgr coordinates Call Order Slip and assign a rider for the delivery END