Analysis

Quality and Performance

Quality is to meet and satisfy the customers expectations. Performance is how well the employees deliver and perform to the consumers. 

Group Technology is what is used, which is where one cell can add more than one employee to each workstation. 

One Worker Multiple Machines is what Dunkin Donuts relies on more. Both are used in a Hybrid Setting. 

Push method of production is used because the production of coffee and donuts happens in advance. They keep close supplier ties and have also developed developed a lean system to maintain the quality and services to all. 

Dunkin Donuts focuses on using Total Quality Management. The main focus of TQM are three principles; Customer Satisfaction, Employee Involvement, and Continuous Improvement.

Conformance to Specifications, Value, Fitness for Use,

Support, Psychological Impression

Conformance to Specification- Even though customers evaluate the service or product they received, it is the process that produced the service that are being judged.

Value- customers measure quality through value, or how well the service or product service or product serves its intended purpose at a price customers are willing to pay.

Fitness for Use- A customer may consider the convenience of a service, the mechanical features of a product, or other aspects such as appearance, style, durability, reliability, craftsmanship, and serviceability.

Support- the maintenance of a product or service once a customer has received it

Psychological Impressions- Atmosphere, image, or aesthetics are usually used to grade the quality of a service.

In the case of Dunkin Donuts, employees are engaged in quality. In order to keep their customers satisfied, they engage in a system where they customize drinks and/or sandwiches in a short amount time. The cashier is the first person that a customer engages with when they arrive. In order to add value to their customers, a cashier is pleasant and attentive to what the customer orders. For example, if a customer orders a small coffee with milk and three sugars and a toasted bagel with cream cheese, the cashier will take care of the coffee and send the bagel order to the person that is in the kitchen. This cuts a few minutes off the time to fulfill the order. This process can also fall under conformance specification because the customer gets what they want while being offered a good experience that keeps them coming back.

Process Structure ad Process Analysis

Dunkin Donut as a company has a process structure and process analysis in order to stay competitive with many companies. Such companies are Starbucks and 7-Eleven. First and foremost Dunkin Donut Corporation does not supply to its franchise. The Revenue comes from all the royalty fees they get from franchisees. Dunkin Donut has stay competitive in their structure as a company. It has uniquely differ itself from Starbucks in general. Starbucks is known for serving premium food that serve to people willing to spend a little more. Dunkin Donut on the other hand strives to serve the working middle class of America. That is why their slogan is “America runs on Dunkin”.

Low capital is the first analysis the company tries to improve upon. Low capital is equivalent to staying very competitive in such tight market shares. It has established itself as a leader in serving the best and cheapest quality coffee. The business model of Dunkin Donut is to stay competitive in the market. Customer contact is a very important issue to all Dunkin Donut franchise. It has established franchise in much location throughout the states and international. Once it has get it brand out to all people it has create a low capital in advertising. Also they get cheap supplies via distribution points. Their suppliers are known to ship on time with accuracy so that nothing is left to waste.

Dunkin Donut structure as a business is a hybrid office leading to a higher customer involvement. Workers are place in the front to assist customers and make their orders. All the instrument and counter is made to hot or cool beverages. Resources flexibility knowing that one worker will have the ability to simply operate on machine in a timely manner. This is that process is much quicker and employee focus on the kitchen as oppose to upkeep.

Operation Planning and Scheduling

Manager has to provide inputs from all firm functions. The job of the manager marketing provides input on demands and accounting for financial conditions. Therefore if the plan or structure is disrupted or change it affects the whole company as a whole. If a manager wanted new workforce he/she would have to train and hire new employees to meet the demands and also deal with cash flows. Manager also foresees all operations because Dunkin Donut operates on one department. The manager is responsible for looking after all the employee and step into an issue. They are also responsible to hire schedule overtime, and vacation scheduling for their workforce. Lastly scheduling is very important part in keeping a company afloat and breaking even. Manager are responsible to see what time should they hire more worker. If the place was busy and they misjudge and hire fewer workers they place would slowdown tremendously lead to unsatisfied customers. If done all correctly the manager would lower costs and improve responsiveness.