Quality Management of Subway and Oporto Stores - Research Proposal Example

Table of Contents 1 Introduction 3 1.1. Research Question 3 1.2. Quality Measurement 3 2 Subway – Pre 5 2.1. General Description 5 2.2. Process 5 2.2.1. Staff & Shop Arrangement 5 2.2.2. Ordering 6 2.2.3. Production Section 6 2.2.4. Handover 7 2.2.5. Payment 7 3 Oporto – Pre 8 3.1. General Description 8 3.2. Process 8 3.2.1. Staff & Shop Arrangement 8 3.2.2. Ordering 9 3.2.3. Production Section 10 3.2.4. Handover 10 3.2.5. Payment 10 4. Subway – Post 11 4.1. Process 11 4.1.1. Staff & Shop Arrangement 11 4.1.2. Ordering 12 4.1.3. Production Section 12 4.1.4. Handover 13 4.1.5. Payment 13 5. Oporto – Post 14 5.1. Process 14 5.1.1. Staff & Shop Arrangement 14 5.1.2. Ordering 15 5.1.3. Production Section 15 5.1.4. Handover 16 5.1.5. Payment 16 6. References 17 1 Introduction The report analyzes and presents the sandwich making process so that quality products can be provided to the customers at two outlets. The process looks at examining two stores where one is a chain based store whereas other is an individual store and reflects the process maps for both the players. The stores which have been selected is Subway and Oporto. 1.1. Research Question The research looks at analyzing the process analysis which is being used in both the store and investigates the entire operations which is carried out from the customer placing an order and finally making payment order and receiving his order. The entire process has been reflected for both. In addition to it the pre and post analysis is done which reflects the changes which need to be made so that service quality standards are developed. The strategy of process maps have been used and analyzes the entire process through which quality service management strategies can be developed which will bring the required change in the manner activities are carried out. The research also concentrates on the smaller and minute aspects which will help to improve the overall quality standards and will reduce the delay time and ordering time so that better services can be provided. The overall dimensions aims at developing the required framework through which sandwich provider is able to bring a change in the quality of service and is able to revolutionize the working style. 1.2. Quality Measurement Quality is an aspect which is more important while looking to render services and looks at dealing with the time which will be required while ordering and receiving the goods. The measurement of time will help to find out the manner in which consistency has been provided while looking to develop services. It is seen that if the stores have high order it impacts the ordering time and reflects on the quality of service which needs to be analyzed and researched so that the ordering time is reduced and the level of quality of service is improved and developed. This will thereby have a role in improving the quality of service and will improve efficiency so that the manner in which different services are carried out can be improved. 2 Subway - Pre 2.1. General Description Subway is an American fast food restaurant that sells sandwiches and has over 41.827 stores in over 106 countries. The primary focus is to provide quality products at the minimum possible time and to multiply the overall level of satisfaction and enjoyment for the people. Subway has been able to develop its services based on the premise that it looks at ensuring quality products at competitive rates and has thereby attracted people. 2.2. Process 2.2.1. Staff & Shop Arrangement The customer while entering the store walks to the order desk to place his required order as the process which has been streamlined directs the path which the customer needs to take. A board highlighting the different products and cost is highlighted and flashed behind the order desk. The different offers and promotions are also shown where the customer can decide the one he prefers. The customer as he reaches the desk has already undergone the process of understanding the different products available and the offers which are available. The architectural set has been developed in such a manner that it passes from one step to another where first the customer places the order on the order desk and then makes payment for the ordered products. The step is then passes in for preparation and finally the order is collected from the handover desk. The customer can personalize and choose the product he prefers and the arrangement and process which is to be followed is further shown in the figure below (Mauch, 2010) 2.2.2. Ordering The customer interacts with the person after deciding the products that he wants to avail and after that places the order at the ordering desk. Immediately after placing the order the payment is made at the same counter. The payment can be made either through cash or card. After that process the customer then moves to the order collection counter so that the customer can collect the order and then consume the product which has been shown as shown in the above figure which highlights the manner in which customer orders the products and pays for it 2.2.3. Production Section The process follows by the preparation of making sandwich where based on the different sausages and needs the sandwich is prepared. Further, the preparation process also ensures that different ingredients which have to be added is decided as per the needs of the customers and requirements. The customer at this point can also make adjustments if certain sausage or products are to be included or not included in the product. The process then follows up with wrapping up the product and ensuring that the product is fit for consumption. The customer is also provided with different sausage and other stuffs so that the customer can easily consume the same and ensure that the level of satisfaction is multiplied. 2.2.4. Handover The process follows with delivering the product to the customer after all the necessary arrangements and adjustments have been made to the customer. The final plate is served for the customer who the customer picks and sits to consume the same. The process is completed at this juncture as the payment has already been made in the first phase and the customer can pick up the order for consuming the same 2.2.5. Payment The step of payment has already been carried out in the first step where the customer pays for the order as soon as the order is placed thereby ensuring that process is completed and the customer satisfaction is maximized. 3 Oporto - Pre 3.1. General Description Oporto is an Australian based fast food restaurant providing food with a Portuguese taste and has over 100 stores in different locations. The chain is small considered to other players but due to its sheer quality and offerings has been able to capture a good chunk of the market and has been able to provide its customers with different options to choose from. 3.2. Process 3.2.1. Staff & Shop Arrangement The store has different employees at different times of the day depending on the flow of customers. It is seen that during lunch hours or evenings or nights the flow of customers increases which thereby increases the number of employees who are present in the store. The employees who are present in the store are such that they are able to understand the different needs and requirements of the customer and develop their service standard accordingly. The customer while entering the store walks to the place of sitting and sits down before decision on the order. A board highlighting the different products and cost is highlighted and flashed behind the order desk. The different offers and promotions are also shown where the customer can decide the one he prefers. The customer can also choose from the menu which has been provided in the table so that the customer can choose the product from there as well. The customer then visits the order desk to place his required order as the process which has been streamlined directs the path which the customer needs to take. The customer as he reaches the desk has already undergone the process of understanding the different products available and the offers which are available. The architectural set has been developed in such a manner that it passes from one step to another where first the customer places the order on the order desk and then goes back to his seat. The step is then passed in for preparation and finally the order is provided to the customer from the handover desk where the customer pays for the goods purchased as well. The customer can personalize and choose the product he prefers and the arrangement and process which is to be followed is further shown in the figure below (Mauch, 2010) 3.2.2. Ordering The customer interacts with the person after deciding the products that he wants to avail and after that places the order at the ordering desk. Immediately after placing the customer goes back to his seat till the order is prepared. After that process the customer then moves to the order collection counter so that the customer can collect the order and pay for the same and then consume the product which has been shown as shown in the above figure which highlights the manner in which customer orders the products 3.2.3. Production Section The process follows by the preparation of making sandwich where based on the different sausages and needs the sandwich is prepared. Further, the preparation process also ensures that different ingredients which have to be added is decided as per the needs of the customers and requirements. The customer at this point can also make adjustments if certain sausage or products are to be included or not included in the product. The process then follows up with wrapping up the product and ensuring that the product is fit for consumption. The customer is also provided with different sausage and other stuffs so that the customer can easily consume the same and ensure that the level of satisfaction is multiplied. 3.2.4. Handover The process follows with delivering the product to the customer after all the necessary arrangements and adjustments have been made to the customer. The final plate is served for the customer who the customer picks and sits to consume the same. The process is completed at this juncture as the payment is made by the customer so that the customer can finally move and consume the product which has been ordered. 3.2.5. Payment The step of payment has already been carried out in the last step where the customer pays for the order as soon as the order is to be delivered thereby ensuring that process is completed and the customer satisfaction is maximized. 4. Subway – Post Subway needs to make certain adjustments so that efficiency is improved in the manner services is provided and needs to look at the following process 4.1. Process 4.1.1. Staff & Shop Arrangement The customer while entering the store walks to the order desk to place his required order as the process which has been streamlined directs the path which the customer needs to take. A board highlighting the different products and cost is highlighted and flashed behind the order desk. The customer as he reaches the desk has already undergone the process of understanding the different products available and the offers which are available. The architectural set has been developed in such a manner that it passes from one step to another where first the customer places the order on the order desk and then visits to the order dispatch counter to collect the order and makes the payment there. The customer can personalize and choose the product he prefers and the arrangement and process which is to be followed is further shown in the figure below (Mauch, 2010) 4.1.2. Ordering The customer interacts with the person after deciding the products that he wants to avail and after that places the order at the ordering desk. After that process the customer then moves to the order collection counter so that the customer can collect the order and pays his bill either in cash or card and then consume the product 4.1.3. Production Section The process follows by the preparation of making sandwich where based on the different sausages and needs the sandwich is prepared. Further, the preparation process also ensures that different ingredients which have to be added are decided as per the needs of the customers and requirements. The customer at this point can also make adjustments if certain sausage or products are to be included or not included in the product. The process then follows up with wrapping up the product and ensuring that the product is fit for consumption. The customer is also provided with different sausage and other stuffs so that the customer can easily consume the same and ensure that the level of satisfaction is multiplied. 4.1.4. Handover The process follows with delivering the product to the customer after all the necessary arrangements and adjustments have been made to the customer. The final plate is served for the customer who the customer picks and sits to consume the same but needs to pay for it before consuming it. The process is completed at this juncture as the payment has been made and the customer can pick up the order for consuming the same 4.1.5. Payment The step of payment has already been carried out in the last step where the customer pays for the order as soon as the order is ready to be delivered thereby ensuring that process is completed and the customer satisfaction is maximized. 5. Oporto - Post 5.1. Process 5.1.1. Staff & Shop Arrangement The store has different employees at different times of the day depending on the flow of customers. It is seen that during lunch hours or evenings or nights the flow of customers increases which thereby increases the number of employees who are present in the store. The customer while entering the store walks to the place of sitting and sits down before decision on the order. A board highlighting the different products and cost is highlighted and flashed behind the order desk. The different offers and promotions are also shown where the customer can decide the one he prefers. The customer can also choose from the menu which has been provided in the table so that the customer can choose the product from there as well. The architectural set has been developed in such a manner that it passes from one step to another where first the customer places the order on the order desk and then goes back to his seat. The step is then passed in for preparation and finally the order is provided to the customer from the handover desk where the customer pays for the goods purchased as well. The customer can personalize and choose the product he prefers and the arrangement and process which is to be followed is further shown in the figure below (Mauch, 2010) 5.1.2. Ordering The customer interacts with the person after deciding the products that he wants to avail and after that places the order at the ordering desk. Immediately after placing the customer goes back to his seat till the order is prepared. After that process the customer then moves to the order collection counter so that the customer can collect the order and pay for the same and then consume the product which has been shown as shown in the above figure which highlights the manner in which customer orders the products 5.1.3. Production Section The process follows by the preparation of making sandwich where based on the different sausages and needs the sandwich is prepared. Further, the preparation process also ensures that different ingredients which have to be added is decided as per the needs of the customers and requirements (Mauch, 2010). The customer at this point can also make adjustments if certain sausage or products are to be included or not included in the product. The process then follows up with wrapping up the product and ensuring that the product is fit for consumption. The customer is also provided with different sausage and other stuffs so that the customer can easily consume the same and ensure that the level of satisfaction is multiplied. 5.1.4. Handover The process follows with delivering the product to the customer after all the necessary arrangements and adjustments have been made to the customer. The final plate is served for the customer who the customer picks and sits to consume the same. The process is completed at this juncture as the payment is made by the customer so that the customer can finally move and consume the product which has been ordered. 5.1.5. Payment The step of payment has already been carried out in the last step where the customer pays for the order as soon as the order is to be delivered thereby ensuring that process is completed and the customer satisfaction is maximized. 6. References Mauch P D, 2010, Quality Management - Theory and Application, CRC Press. Read More