Essay About Available Items And Restaurant Success Team Managersprocess Performers

Process Owner/key Stakeholders
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Step 1: Process Owner/Key StakeholdersProcess: Providing assistance on non-available items in the orderProcess Owner:  Restaurant Success Team ManagersProcess Performers: Restaurant Outbound TeamRestaurant Inbound Team and Restaurant Success Team LeadsKey Stakeholders: SkipTheDishes Management, Delivery Logistics Team Stakeholder Concerns: The primary aim is to provide high quality service to both restaurants and customers. Currently the stakeholder’s primary concern is to minimize the calls/issues pertaining to non-availability of order items, reduce order cancellations, reduce courier reimbursements in case of order cancellations and render better service to customers.Step 2: Process Purpose/OutputProcess Purpose: The purpose of the process is to update restaurants about the customer’s opinion on non-availability of order items.Process Outputs: Replace non-available order item with other available item(s)Remove non-available item from the order itemsCancel the orderStep 3: Customers and NeedsCustomer SegmentationCustomer Needs & WantsValidating Customer NeedsRestaurantsRestaurants want to know how to deal with the issue of non-available items in the order.Call restaurants and ask below questions,What is the issue?Which items are not available?Reasons for non-availability of items.Check whether the items are marked as sold out or not.At what time the items would be available again? Ask for other available items which can replace the non-available items.Check whether there are extra charges if items are replaced. Step 4: Suppliers and InputsSuppliers: Restaurants Restaurant Success Team (Inbound Team & Outbound Team)Restaurant Success Team LeadsInputs: Products“Restaurant Partner App” and “WIFI Tablet” for restaurants to create service  request “Talk Desk Platform” for SkipTheDishes to receive and make calls to restaurants and customers.“Zen Desk Platform” for SkipTheDishes to send & receive e-mails from customersInformation:From RestaurantsList of non-available items in the order Other available items which can replace the non-available itemsExtra/additional charges if anyFrom CustomersCustomer opinion on non-available itemsCustomer’s preferred mode of payment in case of additional chargesCustomer’s special instructions regarding the order itemsStep 5a: Basic Process Flow[pic 1]Step 5b: Detailed Integrated Process FlowRefer pdfStep 6: Measures of Process Performance:Output: Customer response on non-availability of order items Dimensions of Performance: On timeMeasure: Time taken to update restaurant with customer opinionCurrent Level: Best Case Scenario – 5 mins Worst Case Scenario – 22 to 25 minsTarget Level:  5 to 10 minsProcess Time – Observed data for 100 orders