Description

Project/Case Study
Deadline: Day 04/12/2024 @ 23:59
[Total Mark is 15]
Student Details:

CRN:

Name:
Name:
Name:

ID:
ID:
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Instructions:

• You must submit two separate copies (one Word file and one PDF file) using the Assignment Template on
Blackboard via the allocated folder. These files must not be in compressed format.

• It is your responsibility to check and make sure that you have uploaded both the correct files.
• Zero mark will be given if you try to bypass the SafeAssign (e.g. misspell words, remove spaces between
words, hide characters, use different character sets, convert text into image or languages other than English
or any kind of manipulation).

• Email submission will not be accepted.
• You are advised to make your work clear and well-presented. This includes filling your information on the
cover page.

• You must use this template, failing which will result in zero mark.
• You MUST show all your work, and text must not be converted into an image, unless specified otherwise by
the question.

• Late submission will result in ZERO mark.
• The work should be your own, copying from students or other resources will result in ZERO mark.
• Use Times New Roman font for all your answers.

Question One

Pg. 01

FANTASTIC PASTRY SHOP CASE STUDY
Introduction about Fantastic Pastry Shop:
Fantastic Pastry Shop is a traditional pastry shop established in 1999. It is a
small shop owned by two persons. One of them was responsible for buying
goods and bringing them to the shop two times a day (every morning and late
afternoon). The other one is managing the shop activities and organizing shifts
for employees. They work 24/7 and have three shifts. They employ wellexperienced employees in each shift. The shop has three chefs for making the
dough and sauce, three well-trained employees for preparing and putting the
ingredients, and three well-trained employees for cooking the pastry and
controlling the oven heat. The owners work on this shop and have other
employees to help them.

The order process in Fantastic Pastry Shop:
The process starts by welcoming the customer and giving them the menu. The
customer looks into the menu then places their order. The cashier writes down
the order on a separate paper for each customer, calculates the prices, and
then asks the customer to pay (4 minutes). After getting the payment, the
cashier handed the paper of each order to the second employee. The next
employee then starts to prepare the dough based on the order (the shop has
two bases of dough: white flour dough and brown whole meal flour dough) (4
minutes). The next employee is responsible for filling the pastry with the
ingredients based on each customer’s order (2 minutes). The next employee
takes the pastry, puts it into the oven until it is ready, and then gets it back (2
minutes for white flour base and 4 minutes for brown whole meal flour base).

Question One

Pg. 02

The last employee cut the pastry and packages it then hands it to the customer
(2 minutes).

The current situation of Fantastic Pastry Shop:
The shop starts to get a lot of orders that are over its capacity due to its
reputation. It usually gets around 20 orders from persons coming to their shop
in each hour. Each order – on average – includes 3-5 pastries of different
bases and ingredients. However, the shop lost a couple of its experienced
employees responsible for preparing and cooking pastries.

The Issues in Fantastic Pastry Shop:
The Fantastic Pastry Shop was very successful and had many customers and
significant revenue. However, the shop starts to lose many of its loyal
customers and receives a considerable number of complaints. The managers
started to investigate the complaints they received. They also contacted their
loyal customers to understand the different issues more clearly. After this deep
investigation, they categorized the issues into the following categories:

• Some of the pastry’s bases and ingredients are unavailable in the early
afternoon or late night.

• The waiting time becomes unacceptable to customers.
• The quantity of ingredients is not always the same which affecting the
taste of the pastry.

• The brown whole meal flour base of pastries is sometimes undercooked.
• The customers sometimes get some of their pastries cold.
• The customers sometimes get the wrong order.

Question One

Pg. 03

The requirements to solve Fantastic Pastry Shop process
issue:
Besides the available information, you are expected and allowed to make
assumptions, if you need, to improve the process and solve the issue of the
Fantastic Pastry Shop.

You are requested to solve the issue of the Fantastic Pastry
Shop and improve its process and performance by answering
the following questions.

Question One

Pg. 04
Learning
Outcome(s):
CLO1: Explain
the
interdisciplinary
concepts,
theories, and
trends in ES and
their role in
supporting
business
operations.

Question One

5 Marks

Explain the main Input, Process Activities, and Output of the Fantastic Pastry
Shop Process. Then, calculate the current cycle time of the process? Also,
calculate the throughput for this process in 1 hour? Further, find out the
bottleneck activities?
Marking criteria:
1- Explain the main Input, Process activities and Output of the Fantastic
Pastry Shop. [2 Marks]
2- Calculate the cycle time and the throughput. [2 Marks]
3- Find out the bottleneck activities and suggest a way to solve them. [1 Mark]

Question Two

Pg. 05
Learning
Outcome(s):

4 Marks

CLO4: Design ES

Question Two

architectural

Model current (As-Is) process using BPMN 2.0 utilizing any tool such as Visio?

models for

Then analyze As-Is process from both time and quality perspectives (mention

various business

at least 1 issue related to time and 1 issue related to quality in the process)?

processes.
Marking criteria:
1- Model current (As-Is) process using BPMN 2.0 utilizing any tool

[2 Marks]

2- Analyze As-Is process from time and quality perspectives. [2 Marks]

Question Three

Pg. 06

6 Marks

Learning
Outcome(s):

Question Three

CLO3: Discuss

Suggest at least 3 ideas for improving the current process from the following

the issues and

perspectives: a) employees’ perspective, b) equipment’s’ perspective, and c)

challenges

IT & IS technologies perspective? Also explain how your suggestions will solve

associated with

Fantastic Pastry Shop issues? Finally, propose the To-Be process model using

implementing ES

BPMN 2.0 by utilizing any tools?

and their impacts

Marking criteria:

on corporate
enterprises.

1- Improvement suggestions for pastry process from; a)

employees’

perspective, b) equipment’s’ perspective, and c) IT & IS technologies
perspective perspectives. [3 Marks]
2- Explain how your suggestions and To-be process will solve Amazing Pizza
Shop issues. [1 Mark]
3- Modeling To-be process using BPMN 2.0. [2 Marks]

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