Operations Management Final Presentation: Dunkin' Donuts
1. Design of Goods and Services
Automation/Reduced Customer Interaction
2. Human Resources/Job Design
Vague
job
description
Solution:
• Separating the job descriptions of the Crew Members
into different areas
• Labor Specialization
• Mitigating the risks
4. Supply Chain Management
National DCP
• We purchase over 90 million pounds of coffee per year
• We export to over 23 international locations
• We manage a private, high speed network that services over 5,200
store locations
• We deliver approximately 1,100,000 cases of product / week
5. Theory of Comparative Advantage
Outsourcing hiring and training needs
Risks Benefits
The outsourced provider may not be any
Streamlined training
more competent or efficient
Selecting the wrong provider More time for managers for other tasks
Misinterpreting measures and goals Improved customer service
Being unable to control the hiring of
Quality control amongst different
specific employees and “right fit”
restaurants
Selecting a non-responsive provider Enhanced operations
Notas del editor
The added feature of the drive-thru allows customers to save time by avoiding parking, getting out of their car, into the store, ordering with an associate, receiving their order, paying, and then walking back out to their carSelf-service kiosk allows a customer to place an order directly with the kitchen, using a touch screen with pictures of food, English or Spanish text and verbal prompts” (FOXnews.com, 2004). While the drive-thru will still exist as an automation feature, this kiosk could eliminate customer service issues, as well as employee issues. A kiosk, for instance, never calls out of work, and always will prompt the customer to ‘sell-up’; offering the customer to upgrade their size, or add on another item for a great dealEnsures order accuracy and consistent quality in every order
Includes:being able to communicate with fellow team membersshowing up to work on timerespond positively to feedback givenholding themselves responsible for their actions during the shiftmaintaining excellence in delivering customer servicefollowing restaurant initiativesfollowing all procedures to maintain quality, recipes and profitability of the restaurant. Other skills required are: the ability to speak English ability to operate restaurant machineryexceeding guest expectations“set compelling targets and deliver on commitments”as well as possessing positive decision making skillsThis does not include an indepth description of what the Crew Member does on a daily basis – doesn’t even include actually making coffee. A detailed job description is lacking in the job description. Solution:This would allow one Crew Member to be assigned to specific tasks, which would “develop dexterity and faster learning by the employee because of repetition” For example, if we had a team of Crew Members which only created breakfast sandwiches, or made coffees, or ran the cash register, we might be able to rely more on the receptiveness of the position to ensure quality of the productRisks:Discontentment in one position over and overOur job as managers is to create an ongoing, interesting environment for our employeesJob rotation – as one member is fully trained, move them into another positionReduces the need to hire another member in that position.
. According to ergoweb.com, “a study consisting of one hundred workers were questioned by researchers at the University of Sheffield regarding pain related to their jobs. Seventy-five percent of the respondents reported pain in the past year, over half sought medical treatment for the pain during that time, and nearly as many noted that they had pain within the past week.Cost effective strategy is anti-fatigue mat from a company such as wellwearinc., that has various products that protect our employees from straining muscles from being on their feet all day. Also will protect us from possible lawsuits as well.
This company would be in contact with each individual store to identify the needs to the particular store, identify candidates, conduct the interviews for the stores, hire those employees, train the employees, and then send them to the individual storesWould save time for managers at properties to run their own restaurant and focus on the day to day tasks
