Pancake House

Service Blueprint
BALDONADO, NEIL ENERGYTE CUASAY, EDNA NARCISO, LOURDES

History of Pancake House

100% Filipino owned Established in 1970, first franchise opened in 1978 Expanded in 2000 with brand revitalization program First publicly listed casual dining chain of restaurant in the Philippines 79 listed outlets nationwide (Dec 2009)

Service Blueprint for Customer Service: Customer Entry and Seating

No Customer/s willing to wait?

Yes

No

Are enough seats available?

Yes

Service Blueprint for Customer Service: Taking of Food and Beverage Order
No Customer/s finds something they want to order?

Yes

Service Blueprint for Customer Service: Food and Beverage Prep and Service

Service Blueprint for Customer Service: Presenting the Bill and Receiving Payment

Cash Customer/s paid in Cash or Credit? Credit

Poka Yoke
Customer Entry and Seating
Failure: Customer not willing to wait for empty table in case all tables are taken Poka Yoke: Take order of customer even before seating them to ensure they stay Failure: Customer only looks at restaurant or the menu, but does not enter the restaurant Poka Yoke: Ensure that one RSC is available at the entrance to greet and lead the potential customer to a seat

Taking of Food and Beverage Order

Failure: RSC does not have order slip or pen at time the order is to be taken Poka Yoke: Make order slip and three (3) pens part of uniform Failure: Customer does not see anything they like in the menu Poka Yoke: Upselling and suggesting by RSC with personal gusto and relation Failure: Not all members of restaurant staff aware of orders of any particular customer Poka Yoke: Use Color-coded Quadruplicate copies of order slip to be distributed to all major areas of the restaurant Failure: Order of Customer does not correspond to the quanity or kind specified in the order slips Poka Yoke: Repeat order to customer before distributing quadruplicate order slips

Poka Yoke
Food and Beverage Prep and Service
Failure: Customer gets bored or irritated waiting for food for up to 15 minutes Poka Yoke: Deliver food and beverages successively in order of usual consumption to give the customer something to eat/drink at any given time Failure: KC prepares the order slip twice Poka Yoke: KC and RSC marks all order slips as done as soon as order is completed.

Presenting the Bill and Receiving Payment

Failure: Customer pays with fake, invalid currency/bills Poka Yoke: Use currency UV detector for all cash payments Failure: Order slip does not match the final bill Poka Yoke: Enter order of customer in POS system immediately upon receiving ]white order slip copy of cashier

Service System Design Matrix