OPERATIONS & SUPPLY MANAGEMENT

MBA 503
Spring-2011
PROCESS MAPPING ASSIGNMENT

COMPANY : PIZZA HUT


Submitted by:
Chaitanya Yeddanapalli.
Date: 04/13/2011


Process Mapping Assignment:
Company Profile:
Pizza Hut Inc. is the largest pizza restaurant company in the world in terms of
both the number of outlets and the percentage of market share that it holds. Its first hut
started in 1958, the dream of Dan Carney and Frank turned into the reality when he
opened the first hut in Wichita, Kansas. Now it is a subsidiary of PepsiCo, Inc., the
company oversees more than 11,000 pizza restaurants and delivery outlets in 90 countries
worldwide. In October 1997, the company expected to become a subsidiary of Tricon
Global Restaurants, Inc., formed from the spin-off of PepsiCo's restaurant holdings. As
every company has some rules, regulations, and limitations Pizza hut do also have some
limitations.
Operation standards and process mapping;
The operation standards are the key path defining elements in any business.
Without these set of procedures optimal results cannot be obtained. In this paper I will
discuss the operations standards and procedures at pizza hut and how they multifaceted
challenges, opportunities and be successful in providing good service to the customers on
time.
Even though the standards and procedures for doing business are well defined,
some of the possible factors can cause to the deviations and variances. Those possible
factors can be eradicated through extra efforts into the process. However the small
chances of variance will remain the same because the real business scenarios may vary
some times than the forecasted one.
Usually in most of the business organizations its activities are divided according
to the functionality, the management of personnel and the responsibilities. The operations
at the pizza hut cannot be highlighted for any of the single functional unit, rather it is the
collection of several set of the activities that take place within the unit and make things
possible by turning customers expectations in the reality.
In general approach of process mapping level 1, it gives overall processor to
finish the product. The top level consists of activities that are under the control of the
customer, next are those activities that are performed by the service manager in handling
the customer. The third level is the repair activities performed in the garage; the lowest
level is the internal accounting activity.
Developing Level 1 Macro Process map:
The process starts with an order placed by the customer and then, that is checked
whether the order will be collected by the customer or it has to be delivered, if it is to
collect by the customer it has to be made really fast as the customer will be waiting in
hut, or if that is to be delivered it can take a few more minutes depending on the delivery
time given to the customer.
Once the order is taken, the next step is preparing the ingredients for making
pizza then putting it into Oven for baking process and then it is cut into pieces as per the
order slip and is delivered.












Customer
place order
ace order
b
Delivery or
collection
Collectionn
Delivery
Cut and
touch up the
pizza before
delivery
Oven baking
process
Order made
on make
table
Order
conformed
on table screen
Delivery dispatched
to the address
collection
Check
collection
or delivery
Employee
handover to
customer
Delivery
Customer waits to
collect the order
LEVEL 1 PROCESS MAP FOR MAKING AND DELIVERING OF PIZZA





The level one process will be as shown in the above flowchart. Each of the steps
has a different process to do, which can be explained under the level 2 process map. This
is also called as micro process map.








Cut and touch
up the pizza
before delivery
Oven baking
process
Preparation
of order
Pack & check
the order is for
delivery or
collection
Order
collection
Order made
on make
table
Preparation of
order
Delivery
LEVEL 2 (Micro) PROCESS MAP FOR MAKING AND
DELIVERING OF PIZZA




In so called Level 2 each of the employees is assigned with his or her own
responsibilities.
Firstly, the preparation is the process of getting things ready that will help to carry
out the operations in store. This involves activities like defrosting of dough, starters and
cheese. So that can be used for the next day operations, if preparation for the following
day operations is not up to mark then that will cause difficulty or shortages of items that
are necessary for the conversion process. The preparation is done on the basis of the next
business day forecast. If the forecasted goods are not ready for the next day operations
that will be virtually difficult for the next day shift manager to carry out the business
operations.
Poka-yokes application will be an approach to this problem. When an
employee shift is changing, he has to double check and forecast the amount of quantities
required for the next day operation, and this has to be made as regular assigned work to
do by each and every employee while changing the shift, and at the same time an
inventory has to be maintained like how much material is used in his shift period.
Delivery dispatched
to driver
Customer pay
money or receive
card and receipt
Driver cashed up-
pays money to the
shift manager
The next stage of the process is Make table, the job of the make table is to make
orders that are received from customers and appears on the micros system. Order work
should be as FIFO (first in first out) unless there is any collection customer. It is because
the collection time should not be more since the customer will be waiting to take the
pizza with him.
The preparation of make table is a critical part of the operations at pizza hut. The
right level of products, ingredients condiments and sauces are prepared to the
specifications. That is to be considered vitally that the make table items character, aroma,
freshness, and taste are appropriate and kept at right make table temperature between
certain limited degrees.
According to the set bench marks for the topping rules it should be implemented
in the same manors, unless the customer has his personal requirement like more cheese or
spicier etc. If the pre-set quantities are not used in making of pizza it might end up in
soggy or salty pizza which will cause dissatisfaction of the customer as well as it would
be a bad reputation.
Mostly this happens by mistake when there is a lot of orders to deliver and the
person who is making table in a hurry may forget to put some ingredients or sometime he
may use double times by mistake. But no matter what happens inside the hut kitchen, the
customer will be dissatisfied and that straight away effects the company reputation. To
overcome such issues before delivering the pizza it has to be double checked by the
person who handovers the order to the customer.
Next step is the cut table its job is to receive the pizza and cut them according to
order guest check, and pouch them accordingly. The special consideration is to be paid
when pouching that the right order should go with the right guest check. If it goes with
wrong order then it breaks down the flow of the cut table and can cause the mess up the
customer. This will be the last step if the customer is waiting to take the pizza with him,
if he orders it for a delivery then the pizza will be packed and dispatched. This is a tricky
and critical work specially when there are more orders on the shelves and less drivers.
The geographical area is divided into the zones according to the post codes, the guest
checks print with address and the post code. So the shift managers sharpness is to
dispatch the deliveries that can be take two at a time. This effort saves time and effort.
The Level 3 (detail) Process map;
The level 3 process map is all about the process inputs like floor, cheese and other
resources it had to be forecasted and should maintain stock all time, then the equipments
like ovens, baking pans, resource mixers, packing boxes, etc. it is better to have an extra
one, so that it can be used when they have some breakdown problems or something, and
then the man power, man power has to be assigned in a way that each individual has an
experience in the job given to him.
Product standards have to be checked often and using the resources in the store
according to the date, which is most important, The store should be maintained as FIFO,
the material first come to should me used first since every food items has an expiry date
and if it is not used in time, that is going to be a loss to the company. Next to that the,
Topping standards has to be followed. Overlapping of the toppings, give a bad taste of
pizza and damages the expectations of the customer.
Finally, after completing all the steps and when the pizza is set ready to go then it
has to be cross checked with the order to avoid messing up with the orders.

Recommendations:
Pizza hut is doing well but it has to worry about the competitors.
Should explore geographically and launch new huts where ever it is needed, it should try
to have a hut for every 3 to 4 miles, this will made delivery easy, convenient and the
drivers can deliver the pizza in no time.
It can have a giant hut within a radius of 30 to 40 miles and can make the pizza base there
and can transport to all the small huts that makes the work easy. This will save a lot of
time is they have readymade pizza bases which have at least a week shelf period. Then all
they have to do is to use standard toppings, and giving a touch up before delivering
By doing this there initial investment will be less and maintenance cost will also be low.
Pizza hut has right idea with the customer feedback program; if this creates loyalty
among customers it will definitely grow the business.
Forecasting is very important element to carry forwards the business on the set line
successfully. It should be done carefully
Wastage: there might be several reasons for occurring wastage during the operations,
however forecast made is not effective then the chances of unexpected results may
increase.
Shrink may occur if inventory reduced without record. if the customers end up in
dissatisfaction when they come to the hut it effects the business. Happy customers return
back to business and become repeat customers and cause to increase in sales.
It is good to have employee training to deal with the customers with a million dollar
smile.