Topic: Food Services industry Veggie Grill Restaurant/Catering

1. Draw a Service Blueprint diagram, simillar to example depicting activity details for any one of the operations of your choosing occurring in the business selected for this assignment (can be a representation of operations either pre-COVID-19 or post-COVID-19 pandemic).

F Poka-yoke to address potential failure points With the greeting, the name Double-check with Customer Ensure delivery of the right Ensure customer satisfaction of the Restaurant should be to ensure that the correct order order to the right table before presenting bill to client mentioned just in case the is written down. client was looking for a Ensure that the customer is not upset that their order could not different restaurant. be fulfilled at this time. Personal Greeting Service Diagnosis Perform Service Friendly Close Physical attributes Signage Clear Employee appearance Restaurant cleaness Meal prepared precicely Employee appearance to support service Servers waiting at the door Clear and concise menu Friendliness of staff according to instruction Correct amount billed. Customer Departs Customer pays bill (4 min) Customer Level #1 arrives Customer in for service control (15 sec) Present order NO- Notify Customer Recommend to Customer and A warm greeting Can Order be Alternative request to take any Request to additional orders. Level #2 Customer seated take order from Menu offered. Satisfied? Does Provider. Customer interacts Customer. with service provider (20 sec) Customer approve? (2 min) (15 min) Does Customer Yes Yes place additional order Order is prepared Level #3 with all customer Service is removed instruction followed from Customer's control and (15 min) interaction Prepare nvoice (3 min)2. Identify the operations and/or supply chain issues that the business faces in COVID- 19 pandemic situation (include your response in column #2 of the table shown below). 3. Going forward, what action plan can be suggested to address these issues and make business operations more effective? (include your response in column #3 of the table shown below). Be specific in your responses and avoid generalizations. You may use bulleted points. Assignment will be graded using the rubric listed below. Grades will be based on not just quantity (comprehensiveness) but quality (insightful thinking, innovative and viable ideas, real life connections) of responses/action plans. COVID-related issues with Action plan to address Category current operations issues Strategy for Safe Product/Service Offering (Chapters 1/2) Service Quality and Processes (Chapter 6/7) Facility Location/Layout (Chapter 8/9) Purchasing and Supply Chain (Chapter 11) Inventory Management (Chapters 12) Scheduling of Employees (Chapter 15) Lean/JIT Operations (Chapter 16)F Poka-yokes to address potential failure points Poka-yoke: Bell in Poka-yoke: Conduct Poka-yoke: Review Poka-yoke: Customer driveway in case customer dialogue with customer checklist for approves invoice arrival was unnoticed to identify customer compliance. Poka-yoke: If customer expectation and Poka-yoke: Service Poka-yoke: Customer remains in the work area, assure customer personnel review inspects car. offer coffee and reading acceptance invoice for accuracy. material in waiting room. Personal Greeting Service Diagnosis Perform Service Friendly Close Parking adequate Physical Attributes Employee appearance Shop cleanliness Car delivered clean Signage clear o Support Service Forms Technology Employee appearance Waiting-room amenities Customer arrives Customer departs. for service Level #1 (3 min) Customer Customer pays bill. is in control. (4 min) Determine Notify specifics. customer Warm greeting (5 min) No and recommend and obtain rnative service request. provider. (10 sec) Standard (7 min) Level #2 Can request. Notify customer Customer interacts service be (3 min) that car with service provider. done and does s ready. customer No (3 min) approve? Direct customer (5 min) to waiting room. Yes Yes Level #3 Perform Service is required work. removed from (varies) customer's control and interaction. Prepare invoice. (3 min)