Recommendations
The recommendations observed through our analysis allow our team to address concerns and implement strategies to aid the operations of Dunkin Donuts better. The research reported on Dunkin is focused on the daily functions of operations, including on-site baking and preparation and management information systems. Dunkin's operations consist of a structured and dynamic process. Dunkin Donuts has set rules and recommendations for everyday operations that are to be followed by all franchisees. Structured processes are well defined starting and ending points. These steps are required for completion and each step process will happen in the dame sequences daily. The dynamic process observed with the Dunkin Brand locations includes processes that change and progress. Technology employment, menu changes, and expansion are all seen within the location interviews and other Dunkin franchises. Utilizing these two processes contributes to the success of Dunkin Donuts. However, there are issues and constraints identified in our study. Nonetheless, the following recommendations for a stronger operations model are:
I. Provide employees with more training and job aids on correctly assembling breakfast sandwiches, bagels, coffee, and specialty drinks. Inventory control is a large part of operations. Oracle Reporting and Analytics, Net Chef Crunch time, and Our Status sheets are all management operations systems that aid Dunkin in having the appropriate number of products to serve the consumer projected daily quantity. By the end of each week, there has been a discrepancy between the numbers shown on the inventory software and the number of products in the Cream Ridge, NJ, location. The problem is that employees add more products to each item than shown in the job aid. For example, a bacon, egg, and cheese wake-up wrap is made with half an egg, half a slice of cheese, and two pieces of bacon. However, employees are adding more egg, cheese, and bacon to each wrap, compromising the inventory control numbers. Providing additional training and adding more job aids with pictured instructions throughout the back kitchen can remind and encourage employees to properly make Dunkin products.
II. Recommendations for a successful structured process include balance flexibility. Currently, there is a labor shortage in the United States. Dunkin should offer flexibility with employment schedules. This increases employee motivation and decreases the lack of care from an overworked employee. Employees are the heart of operations. Also, developing a workforce strategy would be in Dunkin’s best interest. This strategy includes adequate training, simple processes, and effective employee communication. Dunkin Brands has a training and information program called Dunkin University. This program is sent out to all franchisees to give the latest information, upcoming products, management tools, and instructional videos on properly operating the Dunkin franchise. Dunkin University has received complaints from employees. These complaints are that the videos are too long and time-consuming. This causes the employee to lose interest or forget what was learned. It is recommended to make these videos quicker and to add more simulation tasks to them. This way, the employee has to stay engaged through hands-on learning. By doing so, Dunkin will see an increase in productivity, improve quality, and add capabilities
III. The problems associated with the app include not recording points, trouble processing payments, adding discounts, and needing help accessing the app. These problems directly affect this company’s ability to collect revenue and operate efficiently. Dunkin Brand is partnered with leading wallet provider CardFree. This partnership secures a license to the software for managing the app and online payments. For Dunkin and Cardfree to maintain this license and relationship, the concerns mentioned by various Dunkin Donuts throughout the United States must be fixed. This deal is profitable for both companies. It is crucial to return to the drawing board to bring new innovative ideas and strategies to ensure these problems will no longer exist.
