Process redesign refers to changing or simplifying the steps in the key ... An
example is given here, where process redesign has reduced a 4-step process to
a ...
Simplify Workflow:
PROCESS REDESIGN (FOOD SERVICES)
Enabling Enterprise
What is
Process Redesign? Published by SPRING Singapore 1 Fusionopolis Walk, #01-02 South Tower, Solaris Singapore 138628 Tel: 6278 6666 Fax: 6278 6667 www.spring.gov.sg
Process redesign refers to changing or simplifying the steps in the key processes to remove wasteful activities that do not add value, and focus on improving activities that do. An example is given here, where process redesign has reduced a 4-step process to a 2-step process.
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Step 1
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Step 2
Step 3
Step 4
Process Redesign
Step 1
Step 2
Step 3
Step 4
1
WhY
How
should I use
do I use
Process Redesign?
Process Redesign? Identify key processes to improve and use a 4-step approach to simplify each process. This approach is illustrated below, with examples included under each step.
Reduce
1 Mistakes by employees
Waste
Costs
STEP 1 List the steps in the current process
1
2
3
4
Wait to be seated
Usher to table
Look at menu
Call for waiter
8
7
6
5
Serve order
Prepare order
Process order
Take order
Improve
Employee morale
2
Customer service
Efficiency
Profit margin and revenue
9
10
11
12
Enjoy meal
Call for bill
Print bill
Present bill
17
16
15
14
13
Clear table
Leave restaurant
Submit receipt/change
Process payment
Make payment
3
2
STEP 2 Look out for the different types of waste and find out the causes of the waste in each step
Determine the wastes in each step Waste • Waiting - Time lost while idle in queue
Work with the employees involved in each step to identify the wastes. Use the Fish Bone Diagram and the 5 Whys to find out the causes of each waste. These are illustrated below: Step 1: Wait to be seated
Fish Bone Diagram Employees are not aware of the defects Employees are complacent and negligent
Employees do not highlight the defects
Causes • Not well prepared for surge in customers • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets
Waste: Defects There is a recent change of supplier
Supplier Job roles has provided are not a batch of assigned defective products
Waste • Movement - Shortest route not used to get to the empty seats
Employees do not perform quality checks
Direct Cause Indirect Cause
On the diagonal lines, write the direct causes of the waste. For example, if there are 3 direct causes to the waste, there should be 3 diagonal lines.
Step 2: Usher to table
On the short horizontal lines, write the factors (indirect causes) that result in the direct causes of the waste.
Waste • Waiting - Time spent discussing menu items
5 Whys Write down the waste and ask “why” five times to identify the causes. Example: Waste: Overprocessing Why? Employees are not clear of the specifications. Why? There is no communication or training provided to employees. Why? There are no standard operating procedures (SOPs).
Causes • Disorganised restaurant layout • No clear communication between employees • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets
Step 3: Look at menu
Causes • No preview of menu at entrance before being ushered to table • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets
Why? Company is not aware of the importance of SOPs. Why? There is no benchmarking or survey done to assess current performance. Generally, by the fifth “why”, the company should be able to get to the real root cause of the waste. 4
5
Waste • Waiting - Time lost seeking attention - Time lost waiting for next available waiter Step 4: Call for waiter
Causes • Poor manpower planning • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets Waste • Over-processing - Error-prone manual process due to hand-written order slips
Step 5: Take order
Step 7: Prepare order
6
Step 8: Serve order
Causes • No clear communication between employees • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets
No Waste
Waste • Waiting - Time spent waiting for service
Step 10: Call for bill
Causes • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets Waste • Defects - Preparing an order that was placed incorrectly • Over-production - Preparing excess items that were not ordered - Preparing items ahead of order
Causes • Disorganised restaurant layout • No clear communication between employees • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets
Step 9: Enjoy meal
Causes • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets Waste • Movement - Trips made to kitchen to place order • Over-processing - Time spent keying order into POS system
Step 6: Process order
Waste • Movement - Distance travelled to deliver order - Risk of delivery to wrong table based on hand-written order slip
Step 11: Print bill
Causes • Disorganised restaurant layout • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets
Waste • Over-processing - Error-prone process of manual printing • Waiting - Time spent waiting for printed bill • Movement - Distance travelled to print bill Causes • Disorganised restaurant layout • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets 7
Waste • Over-processing - Error-prone due to manual processing of paper bill • Waiting - Time lost checking bill for accuracy Step 12: Present bill
Causes • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets
Step 13: Make payment
No Waste
Waste • Waiting - Time spent processing paper bill Step 14: Process payment
Causes • Unaware of availability of self-help/mobile ordering software • Not enough knowledge of how to use technology or simple gadgets
Step 15: Submit receipt/change
EXIT Step 16: Leave restaurant
No Waste
8
STEP 3 Redesign the process
Identify solutions for each step. Redesign the process by combining sequential steps with similar solutions. For any change that is considered, ask the following questions:
• What is the change?
• Who is involved in the change?
• How can the change be made?
• What are the costs of the change?
• Who bears the costs of the change?
• What are the benefits of the change?
• How can the benefits of the change be shared?
• Do the benefits outweigh the costs of the change?
Evaluate if the change is worth making by measuring the current and future benefits of the change against the current and future costs of the change. If the current and future benefits exceed the current and future costs, implement the change.
Waste • Movement - Route between tables before exiting
B A
Causes • Disorganised restaurant layout
Waste • Movement - Route between tables before cleaning • Over-processing - Not utilising tools/gadgets to clear table efficiently Step 17: Clear table
3
Causes • Disorganised restaurant layout • Not enough knowledge of how to use technology or simple gadgets
A
Current + Future Benefits
B
Current + Future Costs
Change!
9
Waste • Movement
I want to redesign my current process by combining steps to reduce waste. Step 8: Serve order Waste • Waiting
Step 1: Wait to be seated
Process Redesign • Place menu or self-help/mobile ordering system near entrance to facilitate browsing of menu and placing of order
Waste • Movement • Waiting • Over-processing Step 2-6: Usher and process order
Process Redesign • Improve restaurant layout for easy navigation • Use walkie-talkie with ear piece to communicate location of empty table • Use a self-help/mobile ordering system to: - Locate empty table - Update latest menu items’ availability - Allow customer to browse menu electronically - Allow customer to place and confirm order - Transmit real-time order to kitchen for preparation
Waste • Defects • Over-production
Step 7: Prepare order
10
Process Redesign • Use a self-help/mobile ordering system to: - Receive real-time order to avoid producing excessive and incorrect order - Reduce time spent waiting to receive order - Avoid early preparation of food
Process Redesign • Improve restaurant layout for easy navigation • Use a self-help/mobile ordering system to: - Retain order in electronic form with clear, detailed information
Step 9: Enjoy meal
No Waste
Waste • Over-processing • Waiting • Movement Step 10-15: Bill payment
EXIT Step 16: Leave restaurant
Process Redesign • Use a self-help/mobile ordering system to: - Allow customer to activate bill payment process - Display bill electronically at an instant to reduce manpower needed - Allow customer to proceed to cashier to make payment while bill is being printed
Waste • Movement Process Redesign • Relocate cashier close to exit to reduce unnecessary movement
Waste • Movement • Over-processing
Step 17: Clear table
Process Redesign • Improve restaurant layout • Use small trolleys to transport items
11
4
STEP 4 Implement the change
WHERE can I get Talk to employees about implementing the change
Make one small change at a time
HELP?
Celebrate successes along the way to improve employees’ morale
You can access the Process Redesign (Food Services) tool online at www.waytogo.sg or approach advisors for assistance at any of the SME Centres. Encourage employees to look out for other areas for improvement
SME Centre@ASME Association of Small and Medium Enterprises T: 6513 0388 E:
[email protected] W: www.smecentre-asme.sg
Reward good ideas and effort in improving productivity
After implementing process redesign, I have combined steps 2 to 6 and 10 to 15 into 1 step each. At the same time, wastes in all other steps are reduced.
1
2 -6
Wait to be seated
Usher and process order
12
9
8
7
Enjoy meal
Serve order
Prepare order
10-15
16
17
Bill payment
Leave restaurant
Clear table
SME Centre@SCCCI Singapore Chinese Chamber of Commerce and Industry T: 6337 8381 E:
[email protected] W: www.smecentre-sccci.sg SME Centre@SICCI Singapore Indian Chamber of Commerce and Industry T: 6508 0147 E:
[email protected] W: www.smecentre-sicci.sg SME Centre@SMCCI Singapore Malay Chamber of Commerce and Industry T: 6293 3822 E:
[email protected] W: www.smecentre-smcci.sg SME Centre@SMF Singapore Manufacturing Federation T: 6826 3020 E:
[email protected] W: www.smecentre-smf.sg
SPRING Singapore
1 Fusionopolis Walk, #01-02 South Tower, Solaris, Singapore 138628 Tel: 6278 6666 Fax: 6278 6667 www.spring.gov.sg
