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DOI: 10.15862/20FAOR425 (https://doi.org/10.15862/20FAOR425)

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Mkhitaryan A.A. Business process modeling in food service enterprises as a tool for identifying operational bottlenecks (a BPMN-based analysis of customer service process). Russian journal of resources, conservation and recycling. 2025; 12(s4). Available at: https://resources.today/PDF/20FAOR425.pdf (in Russian). DOI: 10.15862/20FAOR425

Business process modeling in food service enterprises as a tool for identifying operational bottlenecks (a BPMN-based analysis of customer service process)

Mkhitaryan Albert Aramovich
Financial University under the Government of the Russian Federation, Moscow, Russia
E-mail: albert.mxitaryan@list.ru

Abstract. Food service enterprises operate under conditions of intense competition, limited space, and heavy workload on personnel, making the issue of operational efficiency particularly significant. The relevance of this study is determined by a combination of three factors. The catering market is growing rapidly, but the profitability of small businesses remains low. A staffing shortage in the industry forces companies to combine functions, which creates bottlenecks. Process modeling tools (BPMN, IDEF0, DFD) are readily available and inexpensive, but their application in small catering businesses remains fragmented. The process approach concept, rooted in the works of M. Hammer and J. Champy, T. Davenport, and M. Porter, implies that any enterprise can be described through a set of interrelated processes whose optimization improves competitiveness. The author analyzes business processes of the Moscow bar «Escapist» (sole proprietor A.G. Lobanov), identifies eight processes, classifies them into core and supporting categories, and builds «as-is» and «to-be» models in BPMN 2.0 notation. A bottleneck is identified in the customer service process, caused by the bartender simultaneously performing cashier functions, which increases order processing time to 60 seconds. The proposed delegation model reduces service time to 30 seconds and doubles throughput capacity. The practical value lies in developing specific recommendations applicable to small food service enterprises operating without formalized process regulations.

Keywords: business process modeling; BPMN; food service; process approach; reengineering; delegation of duties; customer service; bottlenecks; operational efficiency; small enterprise

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