Customer-Driven Service for McDonald’s

Self-ordering kiosks and environment

Process Analysis

Analyzing a Las Vegas slot machine	Process defined
	Cycle time defined
	Utilization defined

Process Flowcharting

Types of Processes

Buffering, blocking, and starving	Buffering, blocking, starving, and
Make-to-stock versus make-to-order	bottleneck defined
	Make-to-order, make-to-stock, and hybrid processes defined
	Pacing defined

Measuring Process Performance

	Productivity and efficiency defined
	Run time, setup time, and operation time defined
	Throughput time and throughput rate defined
	Process velocity or throughput ratio defined
	Value-added time defined
	Little’s Law defined

Process Analysis Examples

A bread-making operation
A restaurant operation
Planning a transit bus operation

Process Throughput Time Reduction

Conclusion

Case: Analyzing Casino Money-Handling Processes

Case: Kristen’s Cookie Company (A)