Eating at a Dine-in Restaurant
Walk in the door Goes to counter Sits at Table Waiter
recieves/places
order
Recieves
food/eats Walks out the
door
Customer Journey
Employee Actions
Backstage Actions
Support Processes
Greets
Customer Interacts,
places
customer in
line and
assigns table
Brings Menu
and water
Cooks
prepare
food
Order is placed in
computer system Prints
Check
Line of Interaction
Line of Visibility
Line of Internal Interaction
Physical Evidence
Clean floors,
tables
Clean Uniforms
Smells of
environment
Handed a buzzer if
waiting for turn
Waiting area has
seats accessible
Observes
lighting,
sounds, views
outside of
window
Has food in
front of
customer
Has any left
over food
in hand
Places order, various
courses if desired
(periodic checkup)
Gives check
"Have a good
evening"
Workers clean
tables from
previous customer
Picks up
and cleans
table
Buzzer
system for
reservation
