Structured Process Analysis:
To define a structured business process, we have to define what a structured process is. A structured process is defined as “standardized processes that involve day-to-day operations; accepting a return, placing an order, and purchasing raw materials are common examples” (Kroenke, D.M. & Boyle, R., 2019). Using this definition we get a clearer understanding of what a structured process is which in summarized terms is a structured process that an organization or business uses to remain organized and orderly. Now that a structured process has been defined, a structured business process can be defined as well. A structured business process is the way a specific business process is executed or organized to achieve a goal.
The structured business process that this group will be focusing on is sales. The sales process at Chipotle involves a series of interconnected steps to facilitate the efficient and customer-centric delivery of food products. Customers initiate the process by placing orders, either in-store or through online platforms, specifying menu items and preferences. Once orders are placed, the kitchen staff undertakes the preparation of food items, ensuring accuracy and adherence to customer specifications. The Point of Sale (POS) transaction follows, where customers make payments using various methods, including cash, credit/debit cards, or digital wallets from their phones or other devices such as Apple Pay or Google Pay. Order fulfillment then takes place, with restaurant staff handing over prepared orders to customers for dine-in or takeout. Throughout this process, customer service plays a pivotal role, requiring staff to be courteous, address queries, and ensure a positive dining experience. Post-transaction steps include payment processing, tracking and analyzing sales data for reporting and analytics, managing inventory to sustain ingredient supply, and implementing loyalty programs and marketing strategies to encourage repeat business. This comprehensive approach to the sales process allows Chipotle to optimize operations and enhance customer satisfaction.
Chipotle’s Sales Process Flow Chart:
Customer Ordering:
Customers enter the restaurant or use online platforms to place orders, choose menu items, and specify preferences.
Order Preparation:
Kitchen staff prepares food items according to customer specifications, ensuring accuracy and quality.
Point of Sale (POS) Transaction:
Customers proceed to the POS to make payments, using methods like cash, credit/debit cards, or digital wallets.
Order Fulfillment:
Restaurant staff hands over prepared orders to customers, whether for dine-in or takeout.
Customer Service:
Staff members provide courteous service, address queries, and ensure a positive overall dining experience.
Payment Processing:
Payment for the order is processed, involving reconciling cash, verifying card transactions, and handling any refunds or adjustments.
Reporting and Analytics:
Sales data is tracked and analyzed, generating reports on popular menu items, peak sales times, and other metrics for informed business decisions.
Inventory Management:
While not part of the direct sales process, it's crucial to track inventory levels, ensuring an adequate supply of ingredients. Food costs money so they want all of their employees to portion everything correctly so that Chipotle is always gaining a profit with each sale.
Loyalty Programs and Marketing:
Encouraging repeat business involves managing loyalty programs and implementing marketing strategies and promotions.
By following these steps, Chipotle can effectively navigate the sales process, from order initiation to post-transaction analysis and customer retention efforts.
This process system works well for Chipotle, the process of customer ordering in a linear fashion makes it quicker for customers to order what they desire inside the restaurant. Chipotle also uses its online application, where it can track customer rewards points and redeemed awards. It also allows customers to place their orders from the convenience of their phone. Inside the app, customers can also report incident claims regarding any issues they have encountered on their visit to Chipotle. To accommodate the changing food service business during the COVID-19 Pandemic, Chipotle moved its financial systems to Oracle Fusion Cloud ERP, which enabled higher online order sales through online food ordering platforms.
Hardware: Chipotle uses a POS system, where the cashier inputs the order and receives payment for the order.
Software: Oracle Cloud ERP, Oracle Cloud SCM, and Oracle Cloud EPM
Data: online transactions and inventory
Procedure: Chipotle worked with PwC to adopt the new Oracle software to determine new goals
People: Employees get to interact with the software through the POS system at the register. Managers use the forecast the Oracle software generates to order the right amount of ingredients to keep the freshness of the food at its highest
Although the use of the Oracle Cloud IS has significantly reduced the severity of the silo problem, it still is not perfect. As long as the IS system is used correctly, customers will be charged the correct amount, and proper Employee training is a part of protocol to maintain this trend
A customer relationship management (CRM) system is defined as “a suite of applications, a database, and a set of inherent processes for managing all the interactions with the customer, from lead generation to customer service” (Kroenke, D.M. & Boyle, R., 2019). An enterprise resource planning (ERP) is defined as “a suite of applications called modules, a database, and a set of inherent processes for consolidating business operations into a single, consistent, computing platform” (Kroenke, D.M. & Boyle, R., 2019). Lastly, enterprise application integration (EAI) is defined as “a suite of software applications that integrate existing systems by providing layers of software that connect applications” (Kroenke, D.M. & Boyle, R., 2019). The major ERP vendors are SAP, Microsoft, Sage, Infor, Epicor, and Oracle according to softwareconnect.com. Chipotle is one of the companies that uses an enterprise resource planning (ERP) system.
An inter-enterprise information system is defined as an “information system that supports one or more inter-enterprise processes” (Kroenke, D.M. & Boyle, R., 2019). To understand more about what an inter-enterpise information system is we have to define what an inter-enterpise process is which is defined as “processes that support activities in multiple, independent companies or other organizations” (Kroenke, D.M. & Boyle, R., 2019). Chipotle does not use an inter-enterprise information system and it most likely doesn’t need one to operate efficiently. The ERP system they use now is more than enough to help sustain the company.
References
“Chipotle Instagram Followers Statistics / Analytics - SPEAKRJ Stats.” SPEAKRJ, www.speakrj.com/audit/report/chipotle/instagram/summary#content. Accessed 27 Nov. 2023.
Davidson, R. (2023, July 28). Top 6 ERP software vendors in 2023: Company comparison list. Software Connect. https://softwareconnect.com/erp/top-vendors/#:~:text=In%20today%E2%80%99s%20age%20of%20digital%20transformation%2C%20the%20top,4.%20Sage%205%205.%20Epicor%206%206.%20Infor
Editors, eMarketer. “How Chipotle Mexican Grill Leverages Memes on Social Media.” Insider Intelligence, Insider Intelligence, 8 Feb. 2021, www.insiderintelligence.com/content/how-chipotle-mexican-grill-leverages-memes-on-social-media.
Kroenke, D. M., & Boyle, R. (n.d.-b). Using MIS. https://www.pearson.com/en-us/subject-catalog/p/using mis/P200000001377/9780136921509
In our structured process, Sales, Chipotle uses a server to support their processing requests and connect their different POS systems and order processing computers. Chipotle uses POS systems to complete their transactions with customers. Specifically, Chipotle uses the Aloha POS system from NCR VOYIX. They use this brand in all of their stores, and have been since the start. The PX15 advanced POS terminal has a sleek, tablet-like design, allowing for efficient and time oriented flow of transactions. Employees of Chipotlehave described this POS system as simple, structured, and efficient.
No comments:
Post a Comment