Question

Consider that you are a customer, eating at a restaurant, observing the business PROCESS. Describe the degree to which the steps in the process are integrated (or not!) What is the impact of that integration on you as a customer?

Answer 1

I recently paid a visit to McDonald's and observed the following business process in place:

• Order taker with his trademarked uniform to distinguish him from other employees with a badge of his name takes the order on his computer screen.
• Order is placed into system via codes of the product which enables it to automatically trace the product's price and feed into bill
• After taking the order, the amount is given of the order and I make payment in cash. In return he gives me a slip invoice having details of my order and order number.
• The order given by me is automatically displayed on the screen of the employees preparing orders.
• After few minuted, in a small screen placed which shows the order number ready to be picked from the counter shows my number.
• I pick my order showing the employee that slip invoice.

I found the whole process very smooth sailing with no hustle and bustle. The process was quite integrated from the time I place order to pick my order. The impact of such integration leaves customer satisfied and valued for his money. It increases the goodwill of the quality of the service provided in eyes of customer.