Y5

QUESTION 1: The way in which processes need to be managed is influenced by the 4 characteristics of the operation processes. List and discuss these characteristics in detail with reference to examples of these characteristics as well as the implications in the industry. [25 Marks] QUESTION 2 2.1 KFC implemented an online order system during the pandemic. Customers were able to order online, using the app OR website, and their orders would be ready for collection within a stipulated time. Customers were overly satisfied with the idea as it saved time and this became extremely convenient to the public. KFC changed their systems 2 months after the initial rollout for COLLECT Customers. They discovered that KFC was ordered online and COLLECT customers were not paying for their orders which contributed to wastage and profit loss. If the experts got it right the first time, there would be no wastage, profit loss and customer dissatisfaction. DRAW a simple process map(pertaining to the COLLECT Customer online order system) that would best suit KFC's operational needs. [10 Marks]