Using the information provided, develop a process management plan for the company. be specific in your recommendations of how they should address process design, control, and improvement activities.

246 PART 1 Principles of Quality SS MANAGEMENT62 GOLD STAR CHILI: PROCESS MANAGEMEN Gold Star Chili is a chain of chili restaurants in the greater Cincinnati area. Figure 5.8 shows a process- based organization of the company. Three major value-creation processes link the operation of the operation of the The franchising The franchising process is designed to ensure company to its customers and other stakeholders: smooth and successful start-up that meets company 1. Franchising 2. Restaurant operations 3. Manufacturing/distribution FIGURE 5.8 Gold Star Chili, Inc. Organization Indirect Customers Direct Customers Franchise Applicants Franchising Core Process Selection Site Approval Development FRANCHISEES Restaurant Core Process Restaurant Customers FAC Co. Product Suppliers Support Processes I Operations Potential Customers, Stores R/D H/R Training Advertising Agency Accounting Marketing Purchasing CSR Legal Receptionist POS Systems Service Suppliers Potential Customers Co-packers Manufacturing/Distribution Core Process Manufacturing Receiving Shipping Mail Order Consultants Brokers RetailWholesaler Warehousing Retail Indirect Customers Shareholders Regulatory Agencles Source: Reprinted with permission of Gold Star Chili. CHAPTER 5 Process Focus 247 ves. Because franchise process delays are costly, rocess helps to eliminate variability, reduce cycle and cut down on problems that might occur during development and introduction. Restaurant processes include Cash Register, Steam Table, Drive- Thru. Tables, Bussers, and Management. Chili is pro- duced at the Gold Star Commissary and shipped to the restaurants. Sustaining these processes are various support processes, such as research and development, human resources, accounting, purchasing, operations, training, marketing, and customer satisfaction, as well as design processes for new products, menus, and facilities. Using the information provided, develop a pro- cess management plan for this company. Be specific in your recommendations of how they should address process design, control, and improvement activities