TECH Project Improve carry out process to increase sales in the full service restaurant Champion/Define Phase DATE:10/05/2015 TEAM MEMBERS: DILARA ASKAROVA

Project Selection  Project #1: Increase Guest Loyalty Index to meet minimum requirements of 88%  Project #2: Reduce employee turn over rate to 50%  Project #3: Increase sales in carry out area by 30% by the end of the year

Project Prioritization Matrix Selected Project #3: Increase carry out sales by 30% by the end of the calendar year. Prioritization Matrix Criteria Project #1#2#3 Likelihood of Success 868 $$ Impact (Cost or Revenue) 7710 Customer Satisfaction 1068 Employee Satisfaction 696 Impact on Quality 989 Completion in 12 weeks 879 Sum:

Business Case  Management team of the full service restaurant in Noblesville, IN noticed decline in sales in the past three quarters compare to the same period last year

Problem Statement and Goal Statement  Problem Statement  Carry out sales reduced by 25% in the past three quarters.  Goal Statement  The goal of the project is to increase carry out sales by the end of the year by 30%. Process improvement team will have all necessary data about current sales and data from customer surveys.  Project Deliverables  Improve carry out order process to attract more customers and to increase sales

Principle Stakeholders  Restaurant Managers  Hostesses  Servers  Cooks  Customers

Project Stakeholder Analysis Stakeholder Relationship to ProjectCommunication Strategy Is attached by outcome Can influence outcome Has useful experience Provides resources Has decision authority Meet with regularly Invite to team mtgs Send copy of mtg mins Speak with informally as needed Restaurant Managersxxxxxxxx Hostesses xxxxx Servers x x Cooks xxxxx Customers xx

VOC – SWOT Analysis  Strengths  Food Quality  Price  Weaknesses  Missing items in the order  Staff Friendliness  Speed of Service  Phone interaction with the staff

VOC – SWOT Analysis  Opportunities  Improve speed of service  Improve staff interaction with clients  Improve packaging process to avoid misplacing/missing items  Threats  Unwillingness of staff to cooperate  Resistance to change from the staff

SIPOC SupplierInputProcessOutputCustomer Phone Company Phone call Phone interaction with the customer: hostess receives an order and puts it into the system Ticket for the order is created Customer placed an order Internet Provider Order from the customer Hostess processes order into the system Ticket for the order is created Customer placed an order GFS (food supplier) Raw/Frozen food Meal is being cooked Ready to go meal Properly prepared and packaged meal Paper Product Supplier Food packaging Package prepared meals Ready to go packaged meal Properly prepared and packaged meal

CTQ Tree Diagram CTQKPOVKPIV TasteQuality of the ingredients Proper cooking Quality of FoodTemperatureProper Packaging Proper Handling PackagingPackaging from suppliers Speed and Quality of Service Time between order is placed and order is picked up. Ordering system, ticketing system, food preparation/packaging Friendliness of the Staff Staff interaction with the customers PriceRegular PriceCost of Sales Promotion/DealsMargins

ROI  Current Sales  Average daily sales in carry out area are $700  Investments  One full-time consultant for 12 weeks $75x40x12 = 36, 000 Paid training time for staff: Average pay $10, 4 hours training time for 10 employees 10x4x10 = 400 Total investment: 36, =36,400  Potential Return On Investment  The goal of the project is to increase it by 30% by the end of the year. Goal is $910 per day on average, which is extra $210 per day, and 76,650 increase in yearly sales

Project Schedule TASKOWNERWEEK DEFINEDILARA AXX MEASUREDILARA AXXX ANALYZEDILARA AXX IMPROVEDILARA AXX CONTROLDILARA AXXX