Recommendations

Problems and Recommendations

Dunkin Donuts in Paterson, New Jersey is one of the busiest in the district out of 10 other stores. There are days that things don't run smoothly and there are certain processes which need to be worked on. It is noted that scheduling staff has been an issue during the holiday seasons and this created a domino affect on the other complaints Dunkin Donuts has gotten from their customers.

When dealing with staffing issues it is beneficial for Dunkin Donuts to use planning and scheduling techniques and making charts to see how many employees are needed for specific days. The company should also use forecasting as a way to plan for upcoming holidays and weekends and expect larger crowds. During holiday season, the company should plan for customers to be looking for different seasonal beverages and should be prepared to complete orders in a timely manner. Preparation is key and having organization is the only way to succeed in stressful environments.

Using forecasting will also be helpful in waste management. Using past data to order new products and inventory is extremely important. When dealing with perishable items, it is very important to be able to order correct amounts on a day to day basis. Over ordering items that need to be thrown out at end of day is a gigantic waste of money. Under ordering means running out of items and losing revenue. Planning ahead of time and making use of Forecasting will decrease the chances of these situations happening.

Another problem Dunkin Donuts was facing was with the service customers were being provided. Customer satisfaction is very important in interactive companies like Dunkin Donuts because consumers that are not satisfied will go elsewhere. A recommendation would be to train the management team to spread positivity to the employees. Creating a family environment and a fun environment will help employees interact in a more positive way with customers. When a person is happy with their job and enjoy being at work, it shines through to the customers. The management team must always spread positivity and give positive feedback where they see fit.

Another recommendation would be to have employee appreciation periods. During specific times of the year, management could show their appreciation for their employees by giving larger discounts or treating them to dinner/lunch. This would put an incredibly small dent in the budget but would really go a long way. When employees see that their hard work is being recognized and appreciated, it will motivate them to work even harder. Having a employee breakfast with coffee would really benefit employees and uplift their spirits.

Pareto Chart

A Pareto Chart was created after interviewing the manager, collecting statistics from customer complaints and conducting research on major review sites such as Yelp and Urban Spoon. After implementing all the recommendations above, it is assumed that the complaints of customers will decrease drastically.

Complaints	Amount	Cumulative Amount	Cumulative Pct
Long Wait	20	20	32.25%
Long Lines	15	35	56.44%
Atmosphere	12	47	75.79%
Bad Service	10	57	91.92%
Stale Coffee	5	62	100%
	62