Operations Audit Overview
📌 The audit focused on the order fulfillment process for "Gerald's tastebot," a sole proprietorship near the University of Baguio.
🎯 Objectives included identifying bottlenecks during peak hours, assessing staff coordination, evaluating menu impact, and proposing low-cost system improvements.
📊 The study utilized interviews and real-time observation, guided by lean principles and ISO9001 standards, with an estimated project cost of 310 pesos.

Identified Strengths and Weaknesses
👍 Observed strengths include fast, organized fulfillment when exact payment is made, attentive staff confirming orders, and clearly separated workstations.
👎 Major bottlenecks occur when service must wait for payment completion, and the location makes forming orderly customer queues difficult without obstructing passersby.
🗣️ Staff interviews confirmed consistent routines and strong owner quality control, but highlighted challenges like service slowdowns due to large bills and occasional stock shortages.

Order Fulfillment Process Analysis
📝 The five-step process involves taking the order, preparation, quality check, handover, and payment collection; staff repeating orders serves as a key control against errors.
⚠️ Key risks identified include misheard orders (order point), food safety lapses (preparation), inconsistent quality checks for specialized dishes, and change errors during payment.
🛑 Reliance on experienced staff for quality checks, while generally effective, creates a bottleneck during peak times or staff absences, as formal quality checks are not standardized.

Recommendations and Implementation Plan
➡️ Quick Win 1: Implement a "pay as you order" system immediately after order taking to speed up the line and prevent non-payment.
💰 Quick Win 2: Ensure readily available small bills and coins before opening to facilitate quick transactions, especially when customers use large denominations.
🔄 Major Improvement 1: Assign primary tasks (e.g., order taking, cooking, payment) while maintaining cross-training, implemented via printed responsibility lists requiring minimal cost.
📈 Major Improvement 2: Use past sales data tracking (e.g., in Google Sheets) to anticipate busy hours, allowing for proactive preparation to reduce waiting times and waste.

Key Points & Insights
➡️ Prioritize Payment Collection: Shift payment collection to immediately after order confirmation to significantly speed up the line and minimize transaction delays.
➡️ Standardize Verification: Implement mandatory order repetition before preparation and conduct quick visual quality checks before handover to reduce errors and food waste.
➡️ Manage Cash Flow: Proactively ensure adequate small change is secured before opening to eliminate delays caused by large bill payments, particularly in the morning rush.
➡️ Proactive Scheduling: Establish a system for backup/part-time staff rotation to maintain smooth operations when regular staff are absent, mitigating stress on remaining employees.

📸 Video summarized with SummaryTube.com on Nov 27, 2025, 01:15 UTC