Q#1 Provide the name of the organization (this must be a real organization and you may use the organization where you currently work; describe the organization’s size and summarize the primary mission of the organization. Don’t simply copy from the organization’s mission statement. I have chosen to evaluate and examine Checkers fast-food restaurant for this business process change project. Checkers boasts to be the restaurant where customers can “Feast On”. The menu at Checkers is “Bold food for those who like it big”. The restaurant chain may boast big flavor but one thing it doesn’t boast is a nutritious options menu which almost every other fast food competitor provides. Due to the rising rate of obesity in children and adults in our nation today, restaurants that offer convenience have also started to offer healthier choices for consumers. When looking at the Checker’s mission statement which states “Checker’s mission is to be the best nontraditional quick-service restaurant in the marketplace, exceeding expectations of our customers, associates, and shareholders by always offering quality products and a better value”.
The restaurant is definitely quick-service, exceeds expectations of customers and offers quality products. The question and examination around a business process change is centered around which customers and what type of quality Checkers is aiming for. Checkers was incorporated in 1986 in the southeastern area of the U.S. Today Checkers operates more than 815 Checkers and Rally's restaurants in 28 states. Although Checkers has had its ups and downs, I believe the restaurant chain may need to make some changes in their menu to entice the current consumer market and continue its growth.
Q#2 From your research of the organization, identify a single Business Process Change that the organization will need to contemplate and undertake in the coming year. These changes can result from new technologies, economic issues, or changes in the marketplace.
With obesity at an all time high, many fast food and dine in restaurants have taken on initiatives to develop more healthy and nutritious options for their customers. Checkers may be one of the only restaurants not to offer customers nutritious choices if they prefer to choose them. As Checkers looks into how the restaurant can grow and gain market share the area of an ever-changing economy will have an impact on the strategies that are implemented by the restaurant. Living standards have continued to change and the average consumer is not only focusing attention on the convenience of fast food but also on their health issues and the food choices they have.
In an effort to focus on the changing economy and health concerns of our world today, a focus on adding lighter and healthier options will add to their profits and corporate citizenship for that matter. The restaurant will become part of the movement to fight obesity in children and adults while adding healthy choices to the already robust menu. We are seeing it at almost every fast food restaurant. When we look at revenues at Subway because of their move to healthy choices, there is a large opportunity to add to the level of service and revenue at the same time.
Q#3 Utilizing the Capability Maturity Model (CMM) outline briefly what changes need to be undertaken at each of the 5-stages (pages xxxiii-xxxiv). In changing and process at Checkers, the Capability Maturity Model will help in evolving the process from a thought into a true improvement and implementation of process. When looking at the Initial process Checkers has already established the existing menu so we could assume that Checkers is past this level. The exception would occur when looking and assessing which part of the menu would include healthier choices. After looking at the menu one would come to the conclusion that when it comes to healthier choices we would be looking at the initial phase of the CMM....
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