Standardization of the processes of the Asadero en la Brasa Q.P in Bogotá D.C.

Abstract

El Asadero en la Brasa Q.P is a restaurant located in the city of Bogotá, Quinta Paredes neighborhood, which has been in the market for more than 15 years, noted for the unique flavor in all its dishes. They have standardized and clear processes for all team members, which is causing certain delays in the dispatch of orders both within the establishment and in the delivery service, as well as reprocessing that generates loss of time and low level of customer satisfaction. Considering this problem, the decision is made together with the general manager to carry out a standardization of the processes carried out in all areas of the barbecue in order to detect what most affects the increase in time in the dispatch of orders and with this improve the quality of service offered. It began with the study of the processes in the different areas of the restaurant, conducting interviews with all the employees of the barbecue to break down the tasks that are carried out when carrying out the work, after this the time spent was taken. in each activity to find out where the greatest cause of delays in the barbecue processes may be, applying the different tools such as process diagrams, cause-and-effect diagram, flowchart and Porter’s forces. In this way, the templates and formats that are most frequently used in the restaurant were made, as well as the processes for each area were adjusted, recommending the improvements that can be carried out through the FlexSim software in which, performing the simulation, it was possible to demonstrate a 2-minute reduction in customer service both at tables and for take-out, helping to improve one of the most repetitive problems in the grill due to the lack of organization in the tasks. Likewise, the inventory technologies that can be applied to have a better control in the processes are exposed thanks to the application of new technologies such as Vendly.