design of processes 1

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  • Think about the last time you were at a quick service restaurant (inside or drive-thru), coffee shop, convenience store, or grocer during a busy time of day. Think about what the queue was like, the procedures in place to serve and process customers, and how long these processes took.
  • Write a paper of approximately three pages (750 words) that answers the following questions:
    • How would you measure the efficiency of the process?
    • What key design principles appeared to govern the effectiveness of this establishment’s process?
    • What bottlenecks to service do you remember (what took the longest time)?
    • How long would the queue need to be before you would decide that it was not worth your time to join?
    • What changes to the establishment’s process would you recommend?
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