Lean Techniques in a Customer Service Model: Dharani Dhar Narra Riddi Jadhav Anishreddy Nomula Sreeshanth Pillai

Contents Introduction Process Value Stream Map (Current State) Issues with the process Proposed Lean Methodology Value Stream Map (Future State) Results and Conclusion

Introduction Subway is an American Fast Food joint Found in Bridgeport, Connecticut in 1965 Fastest growing franchise in the world We are focusing on the On-campus joint Comes under Aramark Corp 700 different types of sandwiches Personalization of food Supplier – US Foods

Some of the Lean Techniques being followed Just In Time: (Eat Fresh) Subway makes the exact sandwiches and salads the customer wants at the time they order Visual Factory: There are signs with pictures along the assembly process to support the customer order

Process Making the meal 1.Taking the order 2.Subway’s “Thru-put” questions 3.Inclusion of Extra Items 4.Wrapping the Sub Transaction with Cashier 1.Gets the order 2.Request for inclusion of Side-orders 3.Transaction of money Customer has to wait for 2 minutes 45 seconds for an order to receive

Value Stream Map (Current State)

Issues observed in the process Wastage of Bread Size of FOOTLONG bread Speed of Service Overwork Exact treatment to each customer

Proposed Lean Techniques ISSUES OBSERVEDLEAN TOOLS APPLIED Wastage of BreadKanban, JIT & Muda (Waste) Size of FOOTLONG bread5 Why Speed of Service5 Why & 5S OverworkHeijunka Exact treatment to each customerGemba & Genchi Genbutsu

Muda – 7 Waste S/No7 Muda WasteCurrent ConditionRemarks 1Overproduction  2Waiting Time Speed of Service 3Transportation  4Processing  5Inventory Overstocking of Baked Bread 6Motion (non-work)  7Defects Size of FOOTLONG

Issue 1: Wastage of Bread To DoDoingDone Reduce Wastage of BreadForecast the flow of customer Bake the bread Monitor the StockSupply it to the counter Place the order when the stock is about to replenish (JIT) Kanban Scheduling Board

Issue 2: Size of FOOTLONG Bread Why ? Improper supply by US Foods Why ? Improper inspection during delivery Why? Inadequate Training Why? Shortage of time for training Why? Management not focused on Training of new recruits Solution: Management directed to provide adequate training to each staff

Issue 3: Speed of Service Why ? Speed of Service is slow Why ? Staff is taking more time to prepare the order Why? All the food items are not placed in order Why? 5S is not implemented Solution: 5 S should be implemented by the Management to standardize the speed of Service

Issue 4: Overwork Overwork is experienced due to improper scheduling of work Hence we propose HEIJUNKA to eliminate this issue

Issue 5: Improper Service Start TimeEnd TimeTaskPlannedActualRemarks 10:00 am2:00 pmPrepare Subs Greet the customer Missed greeting the customer Loss of Interest 10:00 am2:00 pmCleaning the tables Sustain good hygienic conditions Few Unhygienic tables were not cleaned on time Overwork 10:00 am2:00 pmCashierAsk for Add- On items and collect cash Cashier not mentioning about Add- On items Loss of interest Gemba Analysis

Issue 5: Improper Service (contd) Solution: The lean tool proposed in this scenario is Heijunka Scheduling. Rotation of tasks within the unit can overcome this issue and maintain the level of Service and Customer Satisfaction.

Value Stream Map (Future State)

Results / Kaizen No overstocking of Bread and hence no wastage of bread. Sorting items in the counter improved the speed of service. Inspection of the breads from the supplier eliminated chances of having varying size of FOOTLONG. Scheduling the work led to rotation of tasks and improved quality of service.

A3 Report

Conclusion Applying Lean Techniques Improved the business Sustain Customer Satisfaction Reduced Wastage Overcame overwork of staff

References Lasalle Turner (Manager/Supervisor of Subway, Towers Suite, Detroit, MI) subway.html subway.html

Thank You for your attention! Questions or Comments?