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Case for Analysis

Al-Shamal Holding has recently decided to perform process analysis for the operations of its various businesses including a restaurant (Dammam), a university (Riyadh), and a call center (Tabuk). The intention is to develop the total business towards better performance and ultimately better market shares. The Chief Planning Officer (Mr. Mahmoud) commissioned a team of relevant staff to handle data collection related to various issues of customer complaints and process details in order to perform the needed process analysis.

The team reported that the students complaints level has gone a bit high and annoying for the education business (a university in Riyadh). Towards analyzing the collected data and reducing student un-satisfaction level, Mr. Mahmoud noticed that the complaints can be classified into three categories: the facilities, the courses, and administrators' behavior. One of the first issues brought up in the interviews with student population is that scheduling of the courses is full of hassles. One suggested reason behind this is that the scheduling task is given to an inappropriate person. Another issue of concern is that the teaching style lacks innovation and also the technology utilized in education is rather old. A student believes that it is because of budgetary policy behind the use of old technology; in fact many students therefore considers classrooms as mediocre. On the other hand, it was noticed from the records that the teaching staff are mostly old-aged. It looks that this segment of instructors/teachers accepts low salaries during recruitment process. The interviews revealed important feedbacks regarding behavior of administrators, whom are perceived as lacking basic courtesy, not easily accessible, and inconsiderate. One suggested reason why the courtesy is not as wished is that training provided for them is insufficient probably due to low budget assigned for staff development by top management of the university. Many of the students have the impression that empathy skills are undermined leading to unacceptable access level. Observations near administration offices was handled by the team, who noticed that the admin guys usually look stressed; one of those guys bravely said that tough management style is behind the suffer of personnel around.

Many students believe that the parking area is inadequate. Some of the students comments indicate that they are not happy about the very limited availability of sheltered parking lots, and that the size of the parking lots is pretty tight. Moreover, they suffer distant parking lots; this is seen a result of wrong design of campus, which is investigated later and found that it was due to an inexperienced designer assigned. At the end, students elaborated a good deal of critics regarding the old-looking restaurant placed in the third floor of the university. The top two issues behind this view include: limited food offerings, and concerns regarding cleanliness. Many students believe that cleaning staff are untrained, and they often find the restaurant smelly, which could be due to bad AC system.

The prepared report to Mr. Mahmoud regarding their restaurant business in Dammam explains that the food preparation process in the kitchen part of the restaurant is managed such that for each meal there is a specialist chef. As well, there are assistants available in the kitchen for doing only two types of tasks including: food washing/cleaning task and cutting/peeling task, otherwise all other steps of cooking are done by the specialist. One of the meals that is under study of the manager is Sayyadeyah, which requires the following works (to be done by two people - the specialist and only one assistant): cleaning the fish fillet very well, cutting the fillet into medium size pieces, soaking the fish pieces in a mixture (lemon juice, ground garlic, and salt) for half an hour, washing rice very well, soaking the rice in a warm water for a while, frying fillet in oil after powdering the fillet pieces in flour up & down, slicing onions, having utensil prepared on the oven, adding some oil in it, frying onion until it becomes yellow, adding fillet pieces into the utensil, adding rice on top of all after being dried from water, adding salt, adding boiling water to a level that covers all ingredients, covering the utensil, reducing oven heat (after pass of 15 minutes) to a low level, and last leaving food on oven for half an hour. Afterwards, the meal becomes ready for service.

Analysis Questions:

1. Draw a Fishbone Diagram using the data provided in the case above.
2. Draw a process flow chart for the Sayyadeyah meal.