Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

تمرين 37

Think of a casual dining restaurant that you frequent. The process of fulfilling customer's needs and creating a satisfying dining experience begins when the customer walks through the door and ends when the customer leaves. Using process mapping, poka-yoke, and other process management techniques described in this chapter, design the overall process and subprocesses that would create a good customer experience.