Basic Business Process Improvement in Fast Food Restaurant "MarIvanna"

This work is devoted to the description and analysis of primary business processes in the chain of fast food restaurants "MarIvanna". Customers’ negative comments have been analyzed to define the factors that influence customer satisfaction. The process of taking and executing orders and the process of making stuffed pancakes have been described, measured, and analyzed in order to detect the reasons for those factors. The analysis revealed the lack of efficient system of communication between personnel involved in taking, executing and delivering orders, inefficient use of front kitchen space and equipment, inconsistency in regulatory documentation, as well as the violation of the pancake making technology and the weight of some ingredients. Within the framework of the research, recommendations for improving business processes have been presented. They involve the alteration of work stations and equipment location to increase efficiency, the introduction of an automated system of communication between cashiers and chefs via monitors, the introduction of self-service elements in serving cutlery and picking up ready pancakes. A unified regulatory document for the pancake maker has been developed as well as the action plan for its implementation.