To effect service quality improvements the J.CO Donuts & Coffee , an Indonesian donut & coffee chain, used lean thinking. The operational system was studied in detail and Root Cause Analysis (RCA) identified five root causes of long queues and long waiting time at the stores. To address these the applied reverse process mapping to gain a clearer view of the main processes and workflows. A number of recommendations were then proposed to improve or solve the root causes. J.CO won the Digital Marke...

BPIR Categories

6.1.1 Plan key production & delivery processes
6.3.2 Provide the service
14.3.5 Reengineer business processes & systems

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