Using the concepts of the product-process matrix explain the best way to structure the kitchen. Is the current design structured for effectiveness and efficiency?

Topic 3 DQ 1

Apr 18-20, 2024

Consider a restaurant that you are familiar with. Using the concepts of the product-process matrix explain the best way to structure the kitchen. Is the current design structured for effectiveness and efficiency?     

Shana Clark

Apr 20, 2024, 6:06 PM

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Shake Shack seems to utilize a product-process mix that entails a mix of face-to-face tight specs and face-to-face loose specs where they provide a sit down restaurant experience or a fast food take out experience. “Face-to-face loose specs refer to situations where the service process is generally understood but there are options in how it will be performed or in the physical goods that are part of it (Jacobs and Chase, 2020).”  They also provide a mix of customer interaction wherein a customer can order online and then pick up inside, curbside or delivery. Additionally, a customer can order at the counter with an employee or utilize an electronic order kiosk inside the restaurant. When the line for ordering with an employee is too long, the customer can step over to the kiosk and order on their own (self-serve). This also minimizes capacity for the restaurant because they don’t need as many employees when they have the kiosks but also the kiosks help to manage capacity when the restaurant is really busy and all cashiers are being utilized. Shake Shack’s design is structured for effectiveness and efficiency. By utilizing this design they are able to produce more sales by minimizing waiting time and providing various means for ordering and delivering the order. Not to mention the outcome of the process is a delicious burger at the finish!