Lancaster Last Call
description
Transcript of Lancaster Last Call
Lancaster Last Call
Kelsey McHugh, Justin Patri, Teddy Powers, Tiffany Savich, and Megan Weir
Lancaster Last Call
Part I: Strategy
Lancaster Last Call
Mission Statement
Lancaster Last Call strives to build long lasting customer relations and high satisfaction by
providing delicious comfort food at an affordable cost through great quality service and
convenience.
Lancaster Last Call
Organization• Environmental Scanning
o college and high school students/staff, localso students are transient - move from bars to
dormso safe, walking community at nighto close to train routes - R5
• Core Competencieso all-night option - quick, affordable solutiono customer service, food quality, innovative Lancaster Last Call
• Core Processeso Marketing/Customer Relationships
branded bright light off of truck; send mailerso Employee Development and Satisfaction
pay more than minimum wage; proper trainingo Improvement/Change
Management/Operations provide benchmarking; insure compliance
o Financial Reporting evaluate revenue/expenses and demand/cost
Lancaster Last Call
Market Analysis• Market Segments
o 4 major segments• Target Market
o “Yuppie” segmento College Students segment
Lancaster Last Call
Market Analysis • Assessment of Target Markets
o Impulse buyingo Intoxicated purchasing behavior o Instant gratification
• Order Winner(s)o affordable o grab-and-go food
Lancaster Last Call
Competitive Priorities• Delivery speed• Low-cost operations• Consistent quality• Volume flexibility• Customization
Lancaster Last Call
Products/Services• Breakfast sandwiches• Late Night greasy foods
o Cheesesteakso Chicken fingers
• Create your own Lancaster Last Call sandwiches
Lancaster Last Call
Operations• Process Choice
o The process choice is based around agility and customer service helping our customers to have the best possible late night/early morning greasy eating experience. The customer involvement will range from minimally ordering something off the menu to giving a customized order from our selection of products on the menu. In terms of capital intensity, each person who is employed by us will be able to fulfill the role of prepper, chef and cashier therefore increasing labor productivity. Employees will also receive special training to make sure they are able to maintain work stations with the highest health inspection standards.
Inputs include: o Ketchupo Mustardo Honey Mustardo BBQ Sauceo Hot Sauceo Buffalo Sauceo Beef/Porko Cheese
o Rancho Thousand Islando Mayonnaiseo Drinks (Fountain)o Water o Sodao Juiceso Bread
Lancaster Last Call
Operations• Equipment to run this includes:
o Food trucks with the ability to cook hot foodo This truck will have a grill and a fryer that allow for ability to constantly have fresh hot
food o It will also include a freezer so that we can keep the food condiments and products chilled
until they are ready to be served
• Key factors in choosing supplierso Timelinesso Reliabilityo Consistent Quality of Producto Freshness of Producto Flexibility to deliver extra when demand schedule is higher than expected
Lancaster Last Call
Quality● Main priorities: providing customers with
high quality service and quick delivery● Ensure food is served with consistently
high standards● Retain highest number of customers
possible
Lancaster Last Call
Creating a High Quality Environment● Step 1: Create a performance based culture by
hiring the best employees○ Emphasis on “customer comes first” mentality
● Step 2: Train employees through a comprehensive training program○ Maximize efficiency and develop a wide array of skills
● Step 3: Find suppliers who match our quality standards○ High-quality and fairly-priced ingredients
Lancaster Last Call
Lean Business Structure● Keep costs down without
compromising customer service
● Maximize value added by each activity by removing waste and delays
● Categorized 8 different types of waste and developed ways to remove each one
Category Solutions
Overproduction Assemble to Order
Inappropriate Processing Cross train employees
Waiting Efficient # of employees
Transportation Supplier selection
Motion Large crowds
Inventory JIT, small batches
Defects Training of employees Underutilization of Employees Stations match employee’s skills
Lancaster Last Call
Part II: Implementation
Lancaster Last Call
Quality Control● Online Reviews
○ More efficient than a physical scorecard○ Designed to let customer reflect on
experience at Lancaster Last Call○ Main question: “Was the customer satisfied?”
■ Scale of 1-3 (not satisfied, indifferent, satisfied)○ Free response portion
■ Encourages customer to specify exactly what they did or did not like at Lancaster Last Call
Lancaster Last Call
Quality Control•Customer Loyalty Card
▫With every 10 orders at Lancaster Last Call, customer receives a free side
▫Encourages customers to visit frequently▫Determines customer loyalty▫Determines if products are satisfying
High customer loyalty means highly satisfying products
Lancaster Last Call
Quality Level of Inputs• Strive for highly-qualified suppliers with high-quality
and fairly-priced ingredients• Employees on duty during delivery are in charge of
ingredient inspection in 2 methods:▫ 1. Visual – if product is too mushy, the wrong color, or
moldy it fails inspection▫ 2. Smell/Taste – if product has a funny smell or tastes
wrong it fails inspection• Employees required to track all inputs and keep
records of all inspection resultsLancaster Last Call
Supply Chain Inventory Management• Suppliers
o Conshohocken Bakery and Gianto Costo – (non) perishables; buy in bulk; cheap
• Supply Orderso weekly basis depending on demand/needo must take into account weather conditions as
well as the Villanova school year schedule (and long breaks)
Lancaster Last Call
Demand Management• Weekly demand
o Market research & Executive Opinion• Long-term demand
o Multiplicative seasonal methodo Trend projection with regression
• Potential queueso Anticipation inventory
Lancaster Last Call
Pricing Decision Fixed Costs• Fixed costs – come out to roughly
$100,000o Purchase of truck ($70,000 - $80,000)o Insurance – truck and to prevent the owners
from losing everything if there is a lawsuito Parking permitso Licenses – food, commercial driver, general
businesso Exterior customization of the trucko Workers compensation
Lancaster Last Call
Pricing Decision Variable Costs• Variable costs – come out to just under $30,000/month
▫Inventory – food, drinks Eggs Meat Cheese Rolls Chicken Pepsi products
▫Packaging, cleaners/disinfectants, gasolineLancaster Last Call
Menu Item Pricing• Prices of Items on the Menu
o small, regular, super cheesesteak $5.75, $8.00, $11.75
o regular, super mozzarella sticks $5.25, $9.25
o regular, super chicken fingers $6.25, $11.25
Lancaster Last Call
Lancaster Last Call•Thank you!
Lancaster Last Call