Operational Audit of Sossy Chick Lechon Manok Station

Audit Scope and Objectives
📌 The operational audit focused on the order to cash process at Saucy Chick Lechon Manok station, as this area presents the most operational gaps affecting customer satisfaction, efficiency, and revenue.
🎯 The audit aimed to align current operations with the vision of being a top fast-food restaurant, identifying friction points caused by the lack of systemization in transactions.
🔎 Four main objectives guided the audit: evaluating supplier/logistics, assessing employee workflow/training, reviewing inventory management (currently daily physical count), and determining compliance with food safety standards.

Observations and Identified Risks
🛑 Key operational weaknesses observed include manual order taking, which slows service, and customers often paying after receiving food, leading to potential unpaid orders.
📉 Peak hour preparation time can double (from 10 minutes) due to insufficient staff handling multiple roles, resulting in service delays and lost customers due to high competition nearby.
⚠️ The most significant risk is payment collection; the lack of a "pay as you order" rule directly causes financial losses, contrasting with well-controlled risks like inventory availability due to daily monitoring.

Recommendations and Implementation Plan
✅ Implement an immediate, low-cost solution by establishing a "pay as you order" policy, monitored daily, aiming for a 95% collection rate of payments at the counter.
✍️ To prevent errors from add-ons, staff (especially cashiers) must be trained to record additional orders immediately, targeting 90% less omission of these items from the bill.
🏷️ To address customer disappointment from unavailable items, update menus and use unavailable labels next to out-of-stock food items, monitored daily to reduce complaints.

Key Points & Insights
➡️ The central operational challenge is financial risk (unpaid orders), while process risks (inventory, order accuracy) are relatively well-managed through existing controls like daily inventory checks.
➡️ Quick, low-cost solutions, such as implementing a "pay as you order" policy and designating staff to monitor pending payments, can quickly secure revenue and improve process reliability.
➡️ Staff training should focus on order-taking techniques to reduce errors, with success measured by an expected 80% decrease in order errors after implementation in Quarter 2.

📸 Video summarized with SummaryTube.com on Nov 27, 2025, 01:16 UTC