Youhavedecidedtoadministerasurveyofyour

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Unformatted text preview: fulfillment
process.
 Task
1
–
Design
a
set
of
measures
that
would
help
a
manager
understand
the
efficiency
of
the
order
 fulfillment
process.
What
potential
issues
might
these
measures
help
uncover?
 Example
measures
–

 Counts:
 • • Number
of
items
prepared Number
of
orders
completed 1
 • Number
of
sales
dollars
generated Measures
of
central
tendency:
 • • • • Ratios:
 • • Number
of
items
per
order Efficiency
 o o • • Trends
 • • • Changes
in
orders
placed
 Changes
in
number
of
items
ordered Changes
in
sales
dollars Number
of
orders
completed
in
a
given
period
of
time Number
of
items
prepared
in
a
given
period
of
time Average
time
to
complete
an
order Average
time
to
prepare
an
item Average
sales
dollars
per
order Average
complaints/order Amount
of
sales
dollars
per
order Amount
of
sales
dollars
per
dollar
of
labor Another
aspect
of
the
customer
fulfillment
process
you
are
concerned
about
is
the
quality
of
service
 that
your
customers
receive
from
you
employees.
You
have
decided
to
administer
a
survey
of
your
 customers
to
assess
customers’
perceptions
of
customer
service
at
the
Broadway
Café.

 Inventory
Control
 The
inventory
control
process
is
important
to
the
overall
success
of
the
Broadway
Café.
Most
of
the
 inventory
you
carry
includes
the
food
ingredients
used
in
the
menu
items
you
sell.
You
conduct
a
count
 of
all
of
he
food
ingredients
once
a
week.
This
is
done
in
conjunction
with
your
weekly
food
order.
You
 have
decided
to
keep
detailed
records
of
both
your
weekly
inventory
counts
a...
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