Jit & Process Standardization

JIT and Process Standardization

Just-in-Time is a philosophy that concentrates on the delivery of a product or service in the time, quantity, and quality desired by the customer. Applying just-in-time philosophy to the service industry by standardizing processes improves customer satisfaction. A fast food drive-through restaurant is a perfect example of how using JIT philosophy and standardization improves the process thus improves customer satisfaction. Implementing continuous improvements in any process is critical to maintaining a competitive advantage over the competition.

JIT Philosophy

According to Gupta (2011), "JIT emphasizes smooth and continuous process flows where neither the goods/services supplied nor the receiver of those goods or services ever has to wait on the other" (pg. 2216). JIT is a continuous improvement effort (a characteristic of lean systems) that reduces waste from the process, thus improving quality, delivery, flexibility, and reducing costs. Waste is any non value-added activity in a process such as movement. Lean processes utilize the pull method. In a pull method the product or service is produced as it is needed. JIT is a pull system in that the service is provided as the customer demands, which is a requirement of customers using fast-food drive-through restaurants. Removing waste can be applied to the service industry, such as a fast food drive through the same as it is applied to the manufacturing process. In the global environment lean is a methodology that must be implemented to remain competitive.

Customer Expectations

Customers using a fast food drive through have several expectations. As the term "fast food" suggests they expect fast service. Customers expect to place an order and receive their order within several minutes. Of course, they expect courteous service and quality. Customers expect to receive hot fresh food not food that looks as though it was cooked an hour ago. Another expectation is to receive a complete order. Nothing is more frustrating to a customer of a drive-through than to have an item left out of the order. Fast food drive through restaurants should deliver quality food in a reasonable time with efficiency and consistency as this is what customers expect.

Process Steps

A customer drives up to the drive through speaker. The customer places his or her order. The order taker suggests an item that was not on the order. The customer agrees to buy the item or not. The order is completed. The customer drives to the window. Order taker tells the customer the total and the customer pays. The customer is directed to drive to the next window to receive his or her order. The customer pulls to the next window and receives his or her order if the items are ready. If an item is not ready the customer is asked to pull to a specific spot and told someone will bring out the order shortly. The customer pulls to the spot and waits for the order. An employee brings the order when it is complete. The