Chapter 2, Problem 9P

Big Bob’s Burger Barn would like to graphically depict the interaction among its lunch-ordering customers and its three employees. Customers come into the restaurant and eat there rather than drive through and eat in the car. Using the brief process descriptions below, develop a service blueprint.

Fry Employee: receive customer order from counter employee, retrieve uncooked food, drop food into fry vat, wrap cooked food into special packaging, place wrapped items on service counter.

Grill Employee: receive customer order from counter employee, retrieve uncooked food, place food onto grill, build sandwich with requested condiments, deliver sandwich to Counter Employee.

Counter Employee: take order from customer, transmit appropriate orders to Fry and Grill Employee, transact payment, retrieve drinks, wrap sandwich, package order, and deliver order to customer.