Question

,The first step in FMEA is to develop a macro-flow of the major process activities and to develop a team with experience and ability to evaluate outputs from each stage and how it impacts both downstream functions as well as the customer. For a fast-food restaurant, from the customer point of view, what are the major stages of the service encounter? Provide a high-level process flow. Complete an FMEA based on the template cascading through from failure modes to effects and then to causes for at least 3 failure modes. Use a 1-10 ordinal ranking for severity, likelihood of occurrence and detectability scoring with 1 being least significant and 10 being most significant. 1.For each stage, what are potential failure modes – ways that the process can fail to perform as intended? 2.For each of the identified failure modes, what are the potential effects. Consider both local effects (specific to an encounter) and global effects (wide impact). Rate the severity of each potential effect. 3.For each top effect, brainstorm possible causes…are they customer induced, process induced (skill-based, knowledge-based, or rule-based)? Which ones are most likely to occur? Provide a prioritized list of causes that need controls and/or poka-yoke attention for this identified failure mode and its causes

Answer 1

Major stages for a Fast-Food restaurant from the customer perspective

Stage No	Parameters
1	Welcome greetings for the customer
2	Clean and Tidy sitting arrangement for the customers
3	Orders reception arrangement for the customer
4	Proper guidelines for parcel or on place food taking arrangement
5	Clean and tidy utensils for food
6	Clean and tidy hand wash, sanitizers, and towel
7	Proper arrangement for billing

FMEA for the asked details and above-mentioned parameters

Major error parameters	Potential Failure Mode	Potential Effect(s) of Failure	Severity	Occurrence	Detection	RPN	Invested min/Error count
Issue with welcom greetings to the customers	1. Human error due to negligence during welcom process 2. Improper method to greet the customers 3. Improper materials used to greet the customer	Creates impact on customer visiting the next time	6	5	4	120	-
Place not hygiene	1. Human negligence in cleaning the place 2. Improper material used in cleaning the place 3. Improper instruction to clean the place	Creates negative impact on customer perception	4	7	3	84	-
Poor arrangement of order reception method	1. Human error due to improper training 2. Improper methods of order taking 3. Improper machinery used to tke orders	Value not added due to customer ambiguity in placing the order	4	5	4	80	-
Improper guideline for parcel or on place food reception	1. No standard procedure followed 2. No standard menu catalogue 3. Improper arrangement of bulk crowd	Value not added due to customer ambiguity in placing the order	7	2	4	56	-
Dirty and unhygenic utensils	1. Human negligence in cleaning the utensils 2. Improper material used in cleaning the utensils 3. Improper instruction to clean the utensils	Creates negative impact on customer perception and expectation	6	4	2	48	-
Dirty towels for hand dryer	1. Human negligence in cleaning the towels, dryer, hand wash 2. Improper material used in cleaning the towel 3. Improper instruction to clean the towel, dryer	Creates negative impact on customer perception and expectation	6	2	4	48	-
Improper arrangement for billing	1. No use of tools for biiling. 2. No paper bills presented to the customer 3. Plastic card, online payment not accepted	Value not added due to customer ambiguity in clearing the bill	5	2	3	30	-