KFC STRENGHTS AND OPPORTUNITIES

The following is a Process Map for measurements of PJ’s coffee and Tea Co and the metrics selected. The product consists of the customer’s needs which include reliability, quality, and variety.
Reliability- The internal metric used for reliability was percent of returns or percent of remakes. The metric is appropriate because the customer depends on the service to be reliable, which is the ability to perform the promised service dependably and accurately. By measuring the percent of returns or remakes, this gives the service provider a look at how well they are serving their guests. If they continually have returns or remakes of items, they can conclude they are not efficiently providing a reliable service and thus need to improve this service quality. This measurement could be put into effect by having a computer system that records the number of remakes and reorders.
Quality- The internal metric used here was the percent of items repurchased and the number of repeat ...