Service Management Model Based on BPM and MRP to Increase Customer Satisfaction in SME in the Fast Food Sector

Abstract

—The foodservice industry has grown rapidly in recent years. It has been one of the most affected ones in the current situation. This sector faces various problems and/or challenges related to cost, waiting time, quality of products, and recurring charges in the purchase decision by customers, who are more demanding and expect not only a good product but a good service. The objective of this work is to improve customer satisfaction. The proposed model, based on the tool Business Process Management (BPM) and Material Requirement Planning (MRP), is to achieve an improvement in the Net Promoter Score (NPS) indicator. The company under evaluation has a score of −2 in that indicator due to a poor service provided to a significant group of customers. After the implementation of both tools, the indicator improved, and the new value was 6, approaching the average NPS metric for restaurants, which is 37.