Operational Audit Overview
📌 The audit for Kopsy food stall assesses operational processes for efficiency, accuracy, and service quality at their location in Stall #10, Upper General Luna, Baguio City, operating Monday to Saturday, 9:00 a.m. to 5:00 p.m.
🎯 The three main audit objectives are to evaluate workflow efficiency (ordering to serving), ensure compliance with standards (food handling/hygiene), and measure customer satisfaction.
🍜 Kopsy offers a mix of popular Korean cuisine and Filipino dishes, targeting students and local customers with quick, affordable meals.

Process Map Stages
1️⃣ Customer Order Stage: Currently uses a manual ordering system requiring staff to carefully listen and record details, including special customer requests.
2️⃣ Payment Stage: Involves issuing immediate receipts for transparency and accepting both cash and G-Cash for customer convenience.
3️⃣ Food Preparation Stage: Emphasizes safety by using gloves and hairnets; the focus is on accuracy and cleanliness impacting final product quality.
4️⃣ Serving Stage: Focuses on good presentation while ensuring orders handed to the customer are correct and complete.
5️⃣ Feedback Stage: Complaints and compliments are actively collected to serve as the basis for improving service, food quality, and overall operations.

Risk and Control Assessment
⚠️ The primary risks identified are staff making mistakes with orders (controlled by writing tickets) and misappropriation of funds (only the cashier can open the drawer, but segregation of duties is weak).
🖼️ To address customer confusion about offerings, it is suggested that the menu should include pictures of the actual food and drinks to set better expectations.
🧑‍🍳 With only two employees handling multiple tasks, human error is likely, highlighting significant internal control weaknesses related to task segregation.

Recommendations for Improvement
🗣️ Improve communication by implementing an order verification procedure where staff repeat or confirm orders before sending them to the kitchen to reduce errors.
📰 Update the menu to include all products, flavors, add-ons, and actual photos to eliminate confusion and speed up the decision-making process.
🪑 Increase seating capacity by adding foldable tables and stackable chairs to accommodate more customers without disrupting food traffic and boost sales.
🎓 Introduce student-tailored promotions, such as time-based discounts or budget meals, to attract more traffic and enhance customer loyalty.

Implementation and Monitoring Plan
⏱️ Order verification procedures should be implemented first within 1 to 2 weeks, requiring minimal resources, with fewer order errors as the key performance indicator.
🖼️ Menu revision and improvement is scheduled for 1 to 2 months, with expected outcomes including reduced customer confusion and faster ordering times.
📈 Increasing seating capacity is planned over 2 to 4 months, aiming for a higher average number of customers served and increased sales.
📣 Introducing customer-friendly promotions should be planned over 3 to 6 months to determine the best strategies, targeting increased repeat customers as the main indicator.

Key Points & Insights
➡️ Kopsy demonstrates strong potential due to its new status and prime location, despite facing operational risks common to new small businesses.
➡️ Strengthening internal controls via the recommended improvements (verification, visual menus, seating) is crucial for enhancing efficiency and reducing errors.
➡️ The most immediate, low-resource action is implementing the order verification procedure within two weeks to build customer confidence immediately.
➡️ Future growth can be significantly supported by targeted student promotions, leveraging the stall's primary customer base.

📸 Video summarized with SummaryTube.com on Nov 27, 2025, 01:13 UTC