AMAZING PIZZA SHOP CASE STUDY

Introduction about Amazing Pizza Shop:

Amazing Pizza Shop is a traditional pizza shop established in 1999. It was a small shop owned by two persons. One of them was responsible for buying goods and bringing them to the shop two times a day (every morning and late afternoon). The other one is managing the shop activity and arranging shifts for employees. They work 24/7 and have three shifts. They employ well-experienced employees in each shift. The shop has three chefs for making the dough and sauce, three well-trained employees for preparing and putting the ingredients, and three well-trained employees for cooking the pizza and controlling the oven heat.

The order process in Amazing Pizza Shop:

The owners work on this shop and have other employees to help them. The process starts and by welcoming the customer and giving them the menu. The customer looks into the menu then places their order. The cashier writes down the order on a separate paper for each customer, calculates the prices, and then asks the customer to pay (3 minutes). After getting the payment, the cashier handed the paper of each order to the second employee. The second employee then starts to prepare the dough based on the order (the shop has two bases: thin and thick). After preparing the dough, the employee puts it into the plate and hand to the next employee (4 minutes). The third employee puts the special pizza sauce of their amazing pizza shop (1 minute). Then it hands it manually to the third employee responsible for mixing the ingredients based on each customer’s order (3 minutes). The fourth employee takes the plate, puts it into the oven until it is ready, and then gets it back (3 minutes for thin base-5 minutes for thick base). The fifth employees tack the pizza and package it then hands it to the customer (1 minute).

The current situation of Amazing Pizza Shop:

The shop starts to get a lot of orders that are over its capacity due to its reputation. It usually gets around 20 orders from persons coming to their shop in each hour. Each order – on average – includes 3-5 pizzas of different bases and ingredients. However, the shop lost a couple of its experienced employees responsible for preparing and cooking the pizza.

The Issues in Amazing Pizza Shop:

The Amazing Pizza Shop was very successful and had many customers and significant revenue. However, the shop starts to lose many of its loyal customers and receives a considerable number of complaints. The managers started to investigate the complaints they received. They also contacted their loyal customers to understand the different issues more clearly. After this deep investigation, they categorized the issues into the following categories:

The requirements to solve Amazing Pizza Shop process issue:

Besides the available information, you are expected and allowed to make assumptions, if you need, to improve the process and solve the issue of the Amazing Pizza Shop.

You are requested to solve the issue of the Amazing Pizza Shop by answering the following question:

Suggest ways for improving the current process utilizing IT & IS technologies considering different stakeholder perspectives, views, and viewpoints. Next, explain how your suggestions and proposed To-be process will solve Amazing Pizza Shop issues. Finally, model your proposed process (To-be) using BPMN 2.0.