Organizational Development (Fast Food Processess) Number


OrganizationalDevelopment (FastFood Processess)


OrganizationalDevelopment (FastFood Processess)

Effectiveorganizational management and execution of customer services are oneof the positives towards realization of a positive businessperformance. Business establishments that deal with customer servicesand fast flowing number of customers, needs effective management forbetter customer services, and in turn their satisfaction. In thiscase, business establishment such as coffee shop, fast food, orgrocery stores needs to have a well-defined process of serving theircustomers (Ng &amp Kelloff, 2013). This paper will entail proceduresthat customers have to go through in a fast food shop during lunchhour, which I had visited in the town.

Ivisited ‘FastFill, For Tasty Foods’,one of the renowned fast food joints in our town. It was during lunchtime, and there was a large and continuous flow of customers, whowere in to have their lunch. Different processes are entailed in thecustomer service process. These include

  • Welcoming the customers, into the premises, and offering them seats. This process takes the shortest time compared to others however, with the large volume flow of customers, the space at some point was becoming scarce. An estimated1-3 minutes were used for this process

  • Placing of the order by the customers, and Enjoying the meal, this is the term consuming process as the customers have to place an order, wait for it to be processed. It’s more time consuming when the customer isn’t decided on what to take., however, it greatly depends on the effectiveness of the employees as well as the time taken by the customer to take his/her food.

  • Processing of the bill, Making a payment, and leaving the fast food premises. This process solely depends on the effectiveness of the employees.

Efficiencyin any business is an important attribute, and in its simplest form,it means reducing wastage into the inputs towards businessoperations. In any business operation(s) inputs such as time, rawmaterial, and money are always limited, and in turn every businessmakes it an initiative to conserve the resources, and at the sametime maintain an acceptable level of production (Ng &amp Kelloff,2013).

Withreference to the fast food visited, the efficiency of the businesswould measure by the rate of customer satisfaction, positive commentsfrom the customers, as well as the number of customers served. Interms of lag time, there was no specific time, when there was aheightened flow of clients or congestion in terms of processes.

Theslowest process in the fast food joint is the taking of the order,and time taken to take the food from the customers. Customers tookabout 1-2 minutes, making decisions on what to eat. In addition, someconsulted for special offers which took more time. This was followedby packing/serving of the food ordered. Due to the long queue oforders, this process would take even 4 minutes, before an order asprocessed and given to the customer.

Thefast process was welcoming of the customers into the joint. This dueto the fact that, the employee in charge of the process had only towelcome clients, shows them vacant seats, and a table, and alsopresent them with menus to make their choices for what to take.

Withreference to making effective changes, one of the implementationsthat I would recommend is the introduction of a self-service model ofserving the customers. This would ensure effective saving of timesuch as time take to take and present the customers with the order.In addition, self-service will ensure payment of food and drinksbefore the customers take his/her food, and this would solve themenace of customers running away with unpaid bills.


Ng,E., &amp Kelloff, A. (2013). Fast Food Leadership: Valuing what isEasy over what is best.&nbspOrganizationDevelopment Journal,31(4), 37-45.