Consider your favorite fast food restaurant. The next time you are there, pay special attention to how the food preparation and delivery process works. Develop a flowchart of the process like that in Exhibit 11.1. Try to include as much detail as is needed to explain the process, remembering to differentiate between your activities as a customer and those of the serviceprocess.

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Flowchart Symbols Tasks or operations Decision points Storage areas or queues (waiting lines) Flows of material or customers Yes Win Lose Play Insert silver dollar into slot machine Pull arm on slot machine Quit or lose again Plaver activities Win Internal slot machine activities Activate payout Pay winnings payout No Move c bucket Payout bucket to payout bucket full? Yes Winnings bucket Move coin to winnings bucket