Stop ‘N Go Pizza is a small but recently growing pizza delivery business with six shops. After a period of rapid growth, Stop ‘N Go Pizza experienced a six-month decline in volume. Customers were leaving. Hence, top management formed a mixed team of store managers, kitchen staff, and delivery personnel to find out why, and to generate an implementation plan to correct the situation.

Accordingly, the team started off to collect information as shown tables to address the situation why customers continue to feel dissatisfied of the service. The team began to understand the current process for producing and delivering the product. The steps in producing and delivering pizza start with receiving the order. When orders are received ingredients are prepared then pizzas are baked followed by assembling the order. When order has been assembled, pizza is delivered to the customer, receives payment and delivery personnel return to the shop.

Stop ‘N Go Pizza needs your help. Specifically, perform an analysis of the problem faced by this company. Prepare a 3-page report that summarizes your problem, analysis and findings, propose solutions and recommendations of the underlying concerns of this business and possible continuous process improvement techniques could be applied.

When you propose a recommendation, be more specific that any one of it can be acted upon. The charts and diagrams are included to support your findings.

Table 1. average deliveries per shop:

	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Unit volume	900	1200	1250	1500	1800	1900	2400	2350	2250	2200	2100	2000

Table 2. Types of Customer Complaints Across Six Shops (October to December)

Customer Complaints	No. of Complaints
Taste	117
Wrong Order	220
Cold Food	206
Late Deliveries	1890
Others	87

Note: Delivery Time was defined by the total time from when the order was placed to when the customer received it.

Table 3: Late Delivery Complaints

Shops	Friday	Saturday	Other	Total
A	140	150	68	358
B	130	125	58	313
C	150	150	91	391
D	90	120	65	275
E	98	110	50	258
F	90	140	65	295

Table 4: Turnover Rate and Average Training Hours of New Employees

	Jan	Feb	Mar	Apr	May	Jun	Jul	Aug	Sep	Oct	Nov	Dec
Pct Company Wide Turnover Rate	30	35	35	30	38	38	43	50	53	59	59	62
Average Training Hours of New Employees	12	13	12	11.5	10	8	8	7	7	6	6	5