Case description: Forno Pizza
Forno Pizza has had problems lately. Most clients complain that they have to wait too long time until they receive the pizza they have ordered. Vincenzo, the owner and cook of Forno Pizza, thinks that this has to do with the preparation and delivery process and wants to explore possibilities to extend his business online.
Forno Pizza is currently organized as a take-away restaurant. Next to Vincezo, Forno Pizza has two other employees: a cashier, and a delivery boy. The process starts when a client calls the Forno Pizza’s telephone number (free of charge). The cashier takes the order and the delivery address and gives it to the Vincenzo. Vincenzo checks the order and decides which ingredients he needs for preparing the ordered pizzas. Forno Pizza can deliver 25 different sorts of pizza, which are divided into two categories: standard pizzas and special pizzas. For the standard pizza types all ingredients are available in the kitchen. Some of the ingredients (e.g., sea-food) for the special pizzas need refrigeration and are kept in the storage room, so Vincenzo has to pick them up first. When all ingredients are available Vincenzo prepares the ordered pizzas and bakes them. Unfortunately, the oven is quite old and sometimes the temperature in the oven rises to the level that pizzas get burned. In that case Vincenzo must repeat the whole procedure starting from the selection of ingredients.
When the pizzas in one order are ready, Vincenzo gives them to the cashier, which puts them in boxes and hands them over to the delivery boy along with the delivery address. He is also supposed to collect the money for the order and give it to the cashier upon return. The cashier puts the money in the cash register. Alternatively, if the client is ordering the pizza in person, the cashier gives the pizza directly to the client and cashes the money for it.
Another task Vicenzo must take care of is replenishment. Some of the ingredients must be replenished daily and others weekly. Vincezo has to check all stocks and place orders at his regular suppliers when the stock levels are low. This is an activity he is taking care off at the end of each day. He makes a list with all necessary supplies and puts it next to the cash register such that the cashier can order them by phone in the beginning of the next business day.
The assignment is to
- analyze and model the internal processes of Forno Pizza,
- put these processes in the context of Forno Pizza’s supply chain,
- come up with a change proposal for a possible extension of the business online, in which some parts of the current processes could be outsourced to other companies and the main goal would be to eliminate inefficiencies in the current processes, and finally
- explain what consequences (in terms of differences between the current and future situation) this proposal may have with respect to the automation of some parts of the current processes by means of information systems (this is called a gap-analysis).
Make a model of the process described above in the current and future situation. The models should reflect clearly
- which members of the staff is involved by each activity,
- which systems (motorbike, telephone, oven, pizza boxes, money, software, etc.) are required during which activities and are used by which staff members, and
- which other supply chain partners may interact with Forno Pizza.
Please note that there is no unique good answer for such an assignment. Any solution may be acceptable as long as it is correctly modeled and it is supported by valid arguments. It is up to the modeler to decide what and how radical the proposed changes are.
For carrying out this assignment you can use one of the following tools:
- Online: http://bpmn.io/;
Other alternatives requiring download and installation are:
- http://www.bizagi.com/en/products/bpm-suite/modeler (registration required, Windows),
- https://www.modelio.org/downloads/download-modelio.html (Open source; Windows, Linux, MacOs X)
A solution for this assignment is provided below.
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