In order to learn about the mission statement and operations strategy of another company, as well as apply quality improvement concepts to a new operation's environment, I have chosen to study The Panera Bread Company. While observing their operations over the last year, I have noticed several areas for potential improvement. One of these areas is the lack of a clear guideline/process to guarantee ADA compliance, evident through direct observations, internet store reviews, and clear deficiencies at different establishments (such as no automatic doors, high pick up counters, and inappropriate table distribution). Therefore, I propose a process improvement named "Fully ADA Compliant," which is crucial in line with the company's mission statement. This improvement is necessary not only for people with permanent disabilities (wheelchairs) but also those who may temporarily require access
...due to injury or parents with strollers. In other words, if The Panera Bread Company wants to ensure that they have "a loaf of bread in every arm®", they must be fully ADA compliant to include this portion of the population as their customers.
This compliance achievement aligns with the mission statement's focus on providing exceptional customer service. While the current process for constructing a new store partially considers ADA compliance, with features such as bathroom handle bars, there are also non-compliant elements like stairs and lack of automatic doors at the main entrance. This proposed improvement focuses mainly on improving process quality. However, it is expected that perceived quality and value dimensions will increase, even though product quality, like breakfast or lunch, will remain unchanged. The aim is to broaden customer access and enhance Corporate Image, Voice of the Custome
and Revenue through improved service processes. The key dimension of this process quality improvement is ensured through full ADA compliance, which provides broader access to customers.
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