Optimization of the Process of Customer Service: The case of «Gourmet Café Volna»

The paper refers to modeling and optimization of the process of interaction with target customer segments. The case of the «Gourmet Café Volna» is scrutinized. The particular of the research is the use of IDEF0 notation for business process modeling. The project is implemented on basics of the Deming cycle. The first chapter is devoted to theoretical aspects and analysis of literature related to business process modeling, key performance indicators, the balanced scorecard and the implementation of projects on the PDCA cycle. It gives the basis for the second chapter, where the process of interaction with target segments of the restaurant’s clients is gradually explored. The optimization plan, its implementation and interim results are described. The final chapter outlines the general conclusions and recommendations for the restaurant on further project planning, as well as recommendations on the introduction of organizational changes. As a result, a set of tools and an algorithm of working with restaurant’s guests are determined, and ways to increase the consumers' loyalty to the organization are described.