System Description Case Study

The beginning step in studying a productive brass is to develop a description of the system. Once the system is described, we stomach better determine why the system works sanitary or poorly and recommend drudgery-related improvements. Since we are all familiar with fast-solid sustenance restaurants, strive your hand at describing the production system employed at, say, a McDonalds. In doing so, answer the following questionsa. What are the important aspects of the inspection and repair package?The notice aspects of the service package are waiting time, quality food, delivery time, kick time, courtesy of the service force-outb. Which skills and attitudes are needed by the service personnel?The service personnel should have the following skills and attitudes empathy with the customer (understand customers preferences), proactively approaching customers and greeting them, expertise with all the scorecard items (contents of each item), affinity building capability with custo mers etc.c. How can customer demand be adapted?The customer demand may be altered through subprogram of special pricing and promotional schemes. For example a new meal comprising (burger, French fries, cold drinks, dessert etc) can be offered at a discount during launch phase so that customers can try it out. Also, customers guild items worth more than $40 (or each some some other come up) might be offered a free meal (take home).d. Describe the process flow of the production/delivery system.The process flow of the production/delivery system would be as followsCustomer discharges the McDonald Outlet - Occupies the seat after waiting - Orders the items from the menu to the Front supply - Front Staff passes on the orders to the kitchen mental faculty - Orders is watchful by the kitchen staff - Food item delivered to the customer - Customer takes the food - Customer asks for check - Front staff gets the check - Customer makes the honorarium - Customer leaves the outlete. Ca n the customer/provider interface be changed to allow in more Technology? More self-serve?Yes, the customer/provider interface can be changed to include more technology. For example customer can enter into McDonald and order their food through a kiosk and pay the amount through a credit card on the kiosk itself. The legitimate items are automatically passed on to the back staff for delivery inside a stipulated time frame. The customer takes the food and leave the outlet without any interface with the front or back staff.f. Which measures are creation use to evaluate and measure the service? Which could be used?Measures that are being used to evaluate the service are speed of delivery, quality of food, power of the back-staff, etc. are used to evaluate and measure the service. Some other measures that could be used are waiting time (before gild, for food and for the check) would be critical for evaluating the service.How does it measure up on the seven characteristics of a well-d esigned service?The seven characteristics of the service design areCharacteristicMatch with current evaluation measures for McDonald racing shell Operating FocusFocuses on speed of deliveryUser friendlyFocuses on courtesy, relationship management of staff RobustNot considered as staff is directly interfacing with the customer. However, if we assume kiosk based ordering and payment then back up of staff should be there for any unforeseen problem in kioskConsistentPerformanceAll the staff are adroit on different processes so the services are replicated Effective tie in between back office and front officeLinkage between front staff (taking orders) and back staff (preparing food) is establishedEvidence of serviceFeedback about the changes in the outlet and any other product changes need to be highlighted to the customer through Point of let on Cost-effectiveMore than being cost effective it should provide value to the customer. The quality of food (+speed of delivery, ambience etc ) against the amount paid measures the value to the client