Real Housewives of FIU 

Project Mapping/SOW Report Draft

Demir Sanal

Jessenia Vega

Blanco Armani

Kristoff Little

Michael Mata

Table of Contents

Overall Objectives

· Increase Customer Satisfaction Score

· Decrease average mobile order wait time

· Create a process for queuing mobile order drinks

· Increase weekly mobile order revenue

· Develop a process for handing off mobile orders

Organization Background

· Organization Summary

· Starbucks is an international coffee company with retail stores around the globe. One of Starbucks’ central technologies is their mobile app, which allows users to place orders for pick up, earn rewards, and use saved credit or gift cards. The business process I propose analyzing is the mobile ordering feature. There are multiple aspects of this process that can be improved. The user interface when placing the order, communicating what items the store has unavailable, estimating wait time, queuing the order alongside cafe and delivery orders, and managing order pick-up can all be assessed for deficiencies and potential changes.

· Organization Information

i. Name: Starbucks Coffee Company

ii. Location: Starbucks Tamiami Plaza – 8442 SW 8th St

iii. No. of Employees: 21 (380,000 globally)

iv. Markets: Retail coffee, tea & breakfast, with select merchandise, packaged coffees & ready-to-drink options

v. Vision: 

· Creating a culture of warmth and belonging, where everyone is welcome

· Acting with courage, challenging the status quo and finding new ways to grow our company and each other

· Being present, connecting with transparency, dignity and respect

· Delivering our very best in all we do, holding ourselves accountable for the results

· We are performance driven, through the lens of humanity

vi. Mission: “To inspire and nurture the human spirit – one person, one cup, and one neighborhood at a time.”

vii. KPIs: 

· Customer Satisfaction Score

· Weekly Mobile Order revenue

· Average wait time after placing order

Organizational Goals

1. Maintain an average monthly Customer Satisfaction Score above 75

· Every week, a customer satisfaction score is published for our Starbucks location. Every customer who places a mobile order is given the opportunity to rate their experience after their order is picked up. The Weekly Customer Satisfaction Report gives the average of these ratings for the week as well as highlights notable customer comments, both negative and positive. Our current monthly Customer Satisfaction average is 68.

0. Have all mobile orders ready for pick-up within 5 minutes of receiving the ticket

0. We have two ticket printers at the bar in our Starbucks, one for cafe orders and one for mobile orders and delivery orders. At the food station, there is only one ticket printer. A ticket only details one item at a time but every ticket does show the total number of items in the order. A ticket must be pulled before another ticket can be printed. While the number of employees on the floor varies throughout the day, our goal as a team is to have every mobile order ready for pick-up within 5 minutes of receiving the order.

1. Increase Mobile Order Revenue by 10% from previous quarter

1. Mobile Order allows customers to place an order for pick-up using Starbuck’s proprietary app. Customers are able to add specifications and earn/use rewards using this ordering method, and it currently accounts for around 35-40% of our stores current weekly revenue. We would like to encourage customers to place mobile orders by providing positive pick-up experiences. Our goal is to increase mobile order revenue by 5% over the previous month.

Process Background

The mobile order process can be broken down into the following sub-processes:

· Order Placement

· Drink Preparation

· Food Preparation

· Pick-Up Station Organization

· Hand-Off

Each sub-process will be analyzed to identify challenges, areas for improvement, individuals involved, key process measures and key targets.

The layout of our Starbuck’s location is as follows:

During a full shift at peak, the following positions are filled when all partners are on the floor (nobody on their 10 or 30 minute break):

· POS (Point of Sale)

· Mobile Order/Delivery orders

· Cafe orders

· Food

· Customer Support (Restocking, cleaning, etc)

Order Placement:

· Individuals Involved: 

· Customer

· Challenges: 

· communicating order specifications to baristas, especially on complicated drink orders with room for interpretation

· Customers ordering to the wrong store (this happens more than one would expect)

· Areas for improvement: 

· Allow customers to add comments on orders to clarify specifications

· Allow baristas to message customers using the in-store iPad to ask for clarification. Customers would receive a notification on the app.

· Key Process Measures:

· Number of mobile orders placed per day

· Key Targets:

· Over 90% of customers reporting a positive and intuitive ordering experience

· Have 75% of customers re-order using the app within one month

Drink Preparation:

· Individuals Involved: 

· Mobile order barista

· Challenges: 

· Only one ticket can be pulled at a time. When there are many mobile orders, there ends up being a line of cups with stickers on the side of the bar. This makes queuing drinks and grouping similar drinks together more difficult and time consuming

· Areas for improvement: 

· Have a simple way for the mobile order barista to view all mobile order drinks by time placed and group them if they are the same drink.

· Key Process Measures:

· Percentage of drink orders completed correctly

· Percentage of customers whose order is ready upon their arrival

· Key Targets:

· Have 95% of drink orders correct

· Have 95% of orders ready for the customer by the time they arrive

Food Preparation:

· Individuals Involved: 

· Food partner

· Challenges: 

· Only one ticket can be pulled at a time. When there are many orders, the food partner has several tickets lined up next to the food prep station. These tickets are also typically out of order.

· Areas for improvement: 

· Find a way for the food prep partner to organize their food tickets without having to pull all the tickets at once

· Key Process Measures:

· Percentage of food orders completed correctly

· Percentage of customers whose order is ready upon their arrival

· Key Targets:

· Have 95% of food orders correct

· Have 95% of orders ready for the customer by the time they arrive

Pick-Up Station Organization:

· Individuals Involved: 

· Food partner and/or Customer Support partner

· Challenges: 

· When the cafe is busy and multiple separate mobile orders are placed, the pick-up station can become disorganized and orders will not be grouped together properly

· Areas for improvement: 

· Create a clearer and more efficient process for organizing the mobile order pick-up station

· Key Process Measures:

· Amount of time the customer is waiting for the mobile order after entering the store for pick-up

· Key Targets:

· Decrease customer wait-time to an average of 15 seconds per customer

Hand-Off:

· Individuals Involved: 

· Food partner and/or Customer Support partner

· Challenges: 

· Customers often ask whether an order is theirs or if their order is complete, despite the total number of items in the order and the order name being clearly visible on every item in the order

· Areas for improvement: 

· Find a way to educate customers about how to identify their order and ensure it is complete without consulting a partner

· Key Process Measures:

· Customer Satisfaction score. A smoother pick-up/hand-off process should correlate with a higher score

· Key Targets:

· Receive one customer comment per week with a positive review of their mobile order experience

Process As-Is

Process and Improvement Targets

Process	Measure	Percent Improvement
Order Placement	Number of mobile orders placed per day	Having a 75% of customers re-order during the first month
Drink Preparation	Percentage of drinks orders correct. Percentage of customers whose order is ready upon arrival.	Increase correct orders and drinks ready upon arrival up to 95%
Food Preparation	Percentage of food orders correct. Percentage of customers whose food is ready upon arrival	Increase correct orders and food ready upon arrival up to 95%
Pick-Up Station	The amount of time the customer has to wait to receive their order.	Decrease customer wait time by 25%
Hand-Off	Receiving one customer comment per week with positive feedback and review.	Increasing customer satisfaction by 15%

Second part of chart	Monthly Customer Satisfaction above 75%	Mobile orders ready in 5 minutes or less from receiving ticket	Increase Mobile Order Revenue by 5% every month
Receive one customer comment per week with a positive review of their mobile order experience	Encouraging customers to leave a comment (30%) Making their experience pleasant (25%)	New ticket order guideline (25%)	Encourage customers to use mobile app (30%) Inform customers on rewards they can receive through mobile app (30%)
Decrease customer wait-time to an average of 15 seconds per customer	Making sure they get their order as quick as possible (15%)	Organizing and labeling orders for perfection (35%) Making sure employees are all on the same page (30%)	Make sure mobile orders get their order as quick as possible (20%)
Have 95% of drink/food  orders correct	Make the process as easy as possible for customers (30%)	Making sure all orders are correct(10%)	Making sure mobil orders are correct per customer (20%)

Process SWOT Analysis

Organizational Breakdown Structure

Team Breakdown Structure

Work Breakdown Structure

Responsibilities Assignment Matrix

Activities	Demir Sanal [Project Manager]	Jessenia Vega [Systems Analyst]	Blanco Armani [Data Analyst]	Kristoff Little [Innovations & Improvement]	Michael Mata [Growth Analyst]
Collect data regarding incorrectly made drinks	AR	I	I	I	I
Analyze how customers interact with the ordering interface	A	R	I	R	I
Poll baristas on most confusing order specifications	AR	I	I	I	I
Identify ordering pain points and ideate solutions	C	R	I	AR	I
Find relationship between order size and completion time	I	I	AR	I	I
Analyze the drink queuing process for deficiencies	C	AR	I	I	I
Identify the most frequently ordered mobile drinks	C	I	AR	I	I
Tier drinks based on how long they take to make	C	I	AR	I	I
Identify the most frequently ordered food items	C	I	AR	I	I
Adjust the current food prep process to minimize idle time	C	AR	I	R	I
Understand major time discrepancies between food completion and drink completion	I	I	AR	I	I
Ideate ways to make the pick-up station more visually intuitive	I	C	I	AR	I
Count the number of customers who need assistance finding their order per day	AR	I	I	I	I
Find the position whose role is most conducive to organizing pick-up	C	AR	I	I	I
Review customer satisfaction score and comments weekly	C	I	I	I	AR
Identify trends between hand-off experience and key metrics	I	I	R	I	AR
Ask customers if their hand-off experience has improved on recurring visits	AR	I	I	I	R

Gantt Chart

Section 12: Section Drink Process

Section 13: Food Process

Section 14: Context Diagrams

Context Data Flow Diagram Level – 0

Context Data Flow Diagram Level – 1

Data/Requirement Tracking

· Interviews

· Weekly mobile sales report

Process Narratives/Stories

· Appendix A

Process Definition and Repository, Data Tables

· Identify adjusted process definition

Redesign Objectives

· Identity adjusted objectives after SOW/WIP Report

Modeling Process As-Is

· Org, Ext Entities, Phis, Phi Types, Roles, Tasks

Cross Functional Workflow (Swim Lane)

Data Flow Diagrams

· Level 0

· Level 1

· Context

Process Analysis and Simulation

Sub-Processes

Simulation Reports

Process Gaps

Project Tracking & Control

Progress