USF Crispy Crust Pizza Business Process Design Case Lab

Crispy Crust Pizza, an independent pizzeria in Emeryville, is facing economic pressures from competitors, customer preferences, and rising costs. The owner wants to streamline operations and improve customer satisfaction while reducing costs and increasing revenue. They are open to modernizing if it’s cost-effective, but only focused on improving pizza order and delivery for now. Help is needed to achieve this goal.

Crispy Crust Pizza has hired you as a Business Analyst consultant to help them improve their pizza order and delivery process. Your role is to use your expertise in business process management to make recommendations that will reduce costs, increase revenue, and enhance customer satisfaction. You will also provide visual representations of the proposed changes to the current process.

You interviewed the owner of Crispy Crust Pizza, who has the most knowledge about pizza ordering and delivery. Your enthusiasm to begin has resulted in obtaining the interview results, which are listed below:

At Crispy Crust Pizza, a customer calls us to place a pizza order with our pizza chef, who personally takes the orders. The pizza chef takes the customer’s order on an order ticket, and their preference for delivery, or in-store pick-up. In the case of delivery, the pizza chef gathers essential details from the customer, such as their name, address, and phone number, and marks the order ticket as a “delivery.” For in-store pick-up, the pizza chef marks the order ticket as “pick-up.”

After completing the customer call, the pizza chef refers to the customer’s order ticket to prepare and bake the pizza. The finished pizza, along with the order ticket, is placed either on the customer pick-up shelf or the delivery shelf.

For customers who choose delivery, the delivery person retrieves the finished pizza from the delivery pick-up shelf and proceeds to deliver the pizza. Upon arriving at the customer’s address, the delivery person confirms the customer’s name and delivers the pizza order. In exchange, the customer provides payment for the pizza. The delivery person then returns to the store.

Customers who request in-store pick-up visit Crispy Crust Pizza to collect their order. The pizza chef retrieves the pizza from the customer pick-up shelf when they arrive. In exchange, the customer provides payment for the pizza and leaves to enjoy.

Using your Business Process Modeling skills, perform the following requested tasks for Crispy Crust Pizza:

Create a BPMN 2.0 diagram using Lucid Chart that represents the current pizza order and delivery process for Crispy Crust Pizza.

Provide analysis of the current pizza order and delivery process considering the following improvement requested from the Crispy Crust Pizza owner:In the order and delivery process, the pizza chef should capture customer information, their pizza order when an order is placed. Also, when a repeat customer calls in an order, the pizza chef can retrieve the customer’s information and order history.Consider these questions when performing your analysis. What process changes are required to accommodate this request? Does this request impact the order and delivery process efficiency and effectiveness? If so, how? Does this request support delighting Crispy Crust Pizza’s customers? If so, how?Note: Document your analysis results as targeted annotations in the BPMN 2.0 diagram created in task 1.

Create a redesign BPMN 2.0 model for Crispy Crust Pizza’s order and delivery process based on task 2.

Submission

For this Lab, submit a single pdf (with 2 diagrams) file exported from Lucidchart that addresses tasks 1-3. Use the annotation artifact for comments on diagrams to answer questions in each task.