Contents

• Introduction 2
• Process Flow of activities of a Service delivered to the Customers 2
• Service Blueprint for McDonalds 7
• McDonalds Service Process 9
• Bottlenecks in the Process 10
• Role of other departments to improve the Service Delivery 12
• Reflection on the impact of improvement on the process on its competitiveness 13
• Conclusion 13
• References 15

Description

This report is based on the following requirement -
This is a practical assignment with the objective to improve marketing processes in an organization. For the assignment you need to select a service in your organization or an organization that will allow you access to their system.
The aim of this assignment is to analyse and plan on how to shorten the total time to market (the total time it takes for a service to reach the customer/consumer from the time of initiation) of any service in the organization that you select for this assignment.
• Draw a process flow map of the activities from the time that customers indicate that they want to use a service. (In a services context, this is called a services blueprint).
• Identify the bottlenecks in the process.
• Identify the bottleneck in the process that has the biggest impact on total delivery time. Motivate your choice (why has this bottleneck the biggest impact on service delivery?)
• Plan and decide how this bottleneck could be eliminated in order to shorten delivery time.
• Indicate the total time saving.
• Go back to step 3 and 4.
Discuss which positions in other departments you will actively involve to assist with the improvement process. Elaborate on the role that each position will play. For instance, do not only mention that you will use an engineer in the operations department to assist with process mapping. Provide more information on the expectation from this position to assist in the entire improvement process. Other departments that come to mind who would probably be included in the process are finance, human resources and information technology.
Reflect on the process and how these improvements has changed your competitiveness (if you are in a competitive environment) and or market approval.