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Unformatted text preview: Measurement:
The
Case
of
Broadway
Café
KEY
 Background
 As
the
owner
of
the
Broadway
Café,
you
have
made
some
important
changes
to
your
operations
that
 have
substantially
improved
the
profitability
of
your
business.
You
are
happy
with
the
changes
to
your
 product
offerings,
but
are
certain
there
must
be
areas
of
your
operation
that
can
be
further
improved
to
 provide
increased
customer
satisfaction
and
overall
efficiency.
To
determine
where
these
gains
may
 come
from
you
have
decided
to
examine
two
critical
aspects
of
your
operations:
(1)
the
customer
 fulfillment
process
and
(2)
the
inventory
control
process.
You
would
also
like
to
start
tracking
sales
and
 profitability
information.
 Part
1
–
Design
of
Measures
 Customer
Fulfillment
 The
customer
fulfillment
process
includes
all
activities
associated
with
taking
a
customer’s
order,
 preparing
that
order,
and
dealing
with
customer
service
issues.
A
customer
typically
places
an
order
 with
a
cashier.
The
cashier
takes
the
customer’s
payment
and
enters
the
order
into
a
computerized
 order
tracking
system.
The
order
tracking
system
is
monitored
by
cooks
who
prepare
the
food
and
 drinks
on
the
order.
Once
the
order
is
prepared,
the
cooks
update
the
order
tracking
system
and
notify
 the
cashiers
that
the
items
are
ready
for
pickup.
The
cashiers
then
give
the
prepared
order
to
the
 customer
and
mark
the
order
as
completed.
 The
order
tracking
system
stores
important
information
about
each
order
including:
 1. The
dollar
amount
of
the
order
 2. The
number
of
items
on
the
order
 3. The
time
elapsed
between
when
the
order
is
place
and
when
it
is
completed
 The
system
can
be
configured
to
provide
scheduled
reports
periodically
to
help
a
manager
track
the
 order...
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This note was uploaded on 04/07/2011 for the course ISYS 200 taught by Professor Dean during the Winter '11 term at BYU.

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