The lean system consists of the following wastes: overproduction, inappropriate processing, waiting, transportation, motion, inventory, defects, and underutilization of employees.
There are various characteristics of the lean system using the Pull method, JIT philosophy, Jidoka, and Poka-Yoke. Applebee’s uses the Pull Method , Just-In-Time Philosophy, and Standardized work methods. As a restaurant Applebee’s goal is to meet each of their customer's demand. As orders are taken in the production and preparations of food and drinks are made. This method helps Applebee’s to eliminate waste such as overproduction.
Pull Method: where customer demand activates the production of the service or item. The jidoka and poka-yoke method falls under the category of “quality at the source.” Within Applebee’s Bar and Grill the use of the Pull Method is the most efficient because it makes it possible to meet customer demand and it activates the production of the service or item. For example, when servers take orders from customers, process the orders, and deliver it to the correct guests the process is activated continuously. This process helps to eliminate waste and overproduce products. This philosophy is shown in the image displayed below.
Just-in-time (JIT) Philosophy: the belief that cutting unnecessary capacity or inventory and removing non-value-added activities in operations can eliminate waste. Applebee’s JIT philosophy consists of the menu being reviewed every quarter to eliminate or add items depending on how well each item is sold on its demand. Standardized work methods are used to make sure we always provide the same amount of quality and taste every time a customer orders food or drinks.
Jidoka Method: automatically stops the process when something is wrong and then fixing the problem as soon as the problem is identified. For example, in Applebee's Bar and Grill the menu is reviewed every quarter to eliminate or add items depending on how well each item meets supply, demand, and its overall revenue quota.
Poka-Yoke: is a mistake proof method that is aimed to design a fail-safe system that minimizes human error. However, this method is not utilized in Applebee's Bar and Grill.
Standardized work methods: This method ensures that Applebee's provides the same amount of quality and taste every time a customer orders food or drinks. For example, before entrees are distributed to the client the waiter is required to check the temperature in order to continuously provide the same amount of quality for all of their clients. Furthermore, Applebee’s provides a guest satisfaction survey that each employee must meet a minimum requirement for a guest to fill out each month. Each
survey must be given a perfect score from the guests. If employees in
front of the house don’t meet these expectations, the employees must
attend a mandatory lesson at 6am receiving lectures and exams.
Uniform workstation loads: This is used to make sure all of the equipment is being used at all time and the General Business Report (GBR) report is used for this purpose. The GBR report analyzes and keeps track of total inventory that is scanned through weekly. It also keeps track of loss of items. In order to ensure that each workstation is up to par Applebee's must be certified in several areas. For instance, it is mandatory for the restaurant to receive examinations quarterly by Area directors. The examinations that are used are called ECO shore, ABA. Moreover, in order for servers to be qualified for the position they must pass the annual examination known as ROSA. In comparison, managers also are required to take an examination known as “Servsafe." Additionally, the restaurant must receive a certain score to keep the facility certified, which varies by yearly reports.
There are various characteristics of the lean system using the Pull method, JIT philosophy, Jidoka, and Poka-Yoke. Applebee’s uses the Pull Method , Just-In-Time Philosophy, and Standardized work methods. As a restaurant Applebee’s goal is to meet each of their customer's demand. As orders are taken in the production and preparations of food and drinks are made. This method helps Applebee’s to eliminate waste such as overproduction.
Pull Method: where customer demand activates the production of the service or item. The jidoka and poka-yoke method falls under the category of “quality at the source.” Within Applebee’s Bar and Grill the use of the Pull Method is the most efficient because it makes it possible to meet customer demand and it activates the production of the service or item. For example, when servers take orders from customers, process the orders, and deliver it to the correct guests the process is activated continuously. This process helps to eliminate waste and overproduce products. This philosophy is shown in the image displayed below.
Just-in-time (JIT) Philosophy: the belief that cutting unnecessary capacity or inventory and removing non-value-added activities in operations can eliminate waste. Applebee’s JIT philosophy consists of the menu being reviewed every quarter to eliminate or add items depending on how well each item is sold on its demand. Standardized work methods are used to make sure we always provide the same amount of quality and taste every time a customer orders food or drinks.
Jidoka Method: automatically stops the process when something is wrong and then fixing the problem as soon as the problem is identified. For example, in Applebee's Bar and Grill the menu is reviewed every quarter to eliminate or add items depending on how well each item meets supply, demand, and its overall revenue quota.
Poka-Yoke: is a mistake proof method that is aimed to design a fail-safe system that minimizes human error. However, this method is not utilized in Applebee's Bar and Grill.
Uniform workstation loads: This is used to make sure all of the equipment is being used at all time and the General Business Report (GBR) report is used for this purpose. The GBR report analyzes and keeps track of total inventory that is scanned through weekly. It also keeps track of loss of items. In order to ensure that each workstation is up to par Applebee's must be certified in several areas. For instance, it is mandatory for the restaurant to receive examinations quarterly by Area directors. The examinations that are used are called ECO shore, ABA. Moreover, in order for servers to be qualified for the position they must pass the annual examination known as ROSA. In comparison, managers also are required to take an examination known as “Servsafe." Additionally, the restaurant must receive a certain score to keep the facility certified, which varies by yearly reports.
TQM Analysis
Applebee’s follows the total quality management philosophy by doing quarterly examinations on inventory to continuously improve defects throughout the restaurant in every component. Customer satisfaction is Applebee’s objective and the most effective way to provide good service is by the involvement of all the workers.
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