Pancake House

Service Blueprint

BALDONADO, NEIL ENERGYTECUASAY, EDNANARCISO, LOURDES

History of Pancake House

• 100% Filipino owned• Established in 1970, first franchise opened in

1978• Expanded in 2000 with brand revitalization

program • First publicly listed casual dining chain of

restaurant in the Philippines• 79 listed outlets nationwide (Dec 2009)

Yes

Are enough seats

available?

Are enough seats

available?

No

Service Blueprint for Customer Service: Customer Entry and Seating

Customer/s willing to

wait?

Customer/s willing to

wait?Yes

No

Service Blueprint for Customer Service: Taking of Food and Beverage Order

Customer/s finds

something they want to

order?

Customer/s finds

something they want to

order?Yes

No

Service Blueprint for Customer Service: Food and Beverage Prep and Service

Service Blueprint for Customer Service: Presenting the Bill and Receiving Payment

Customer/s paid in Cash or Credit?

Customer/s paid in Cash or Credit?

Cash

Credit

“Poka Yoke”

• Customer Entry and Seating– Failure: Customer not willing to wait for empty table in case all tables are taken– Poka Yoke: Take order of customer even before seating them to ensure they stay

– Failure: Customer only looks at restaurant or the menu, but does not enter the restaurant– Poka Yoke: Ensure that one RSC is available at the entrance to greet and lead the

potential customer to a seat

• Taking of Food and Beverage Order– Failure: RSC does not have order slip or pen at time the order is to be taken– Poka Yoke: Make order slip and three (3) pens part of uniform

– Failure: Customer does not see anything they like in the menu– Poka Yoke: Upselling and suggesting by RSC with personal gusto and relation

– Failure: Not all members of restaurant staff aware of orders of any particular customer– Poka Yoke: Use Color-coded Quadruplicate copies of order slip to be distributed to all

major areas of the restaurant

– Failure: Order of Customer does not correspond to the quanity or kind specified in the order slips

– Poka Yoke: Repeat order to customer before distributing quadruplicate order slips

“Poka Yoke”

• Food and Beverage Prep and Service– Failure: Customer gets bored or irritated waiting for food for up to 15 minutes– Poka Yoke: Deliver food and beverages successively in order of usual consumption to give

the customer something to eat/drink at any given time

– Failure: KC prepares the order slip twice– Poka Yoke: KC and RSC marks all order slips as done as soon as order is completed.

• Presenting the Bill and Receiving Payment– Failure: Customer pays with fake, invalid currency/bills– Poka Yoke: Use currency UV detector for all cash payments

– Failure: Order slip does not match the final bill– Poka Yoke: Enter order of customer in POS system immediately upon receiving ]white

order slip copy of cashier

Service System D

esign Matrix