A closer look at the process would reveal that certain activities and operations in the process map may be categorized as either value adding or non-value-adding. The value stream includes value-adding activities that help in the creation of the product or the delivery of the service (Jones 2002). Non-value adding activities in particular, refers to certain activities such as transferring materials between two non-adjacent workstations and waiting for service, which generally lengthen the processing time, increase the costs, and in most cases, increase customer frustration (Collier and Evans 2007). In the process map for the restaurant, stages in the process such as the customer waiting to be seated, to place the order, and to get the check are all non-value adding activities, which lengthens the process time and trigger customer frustration. Consequently, these non-value adding activities constitute about twenty minutes of the process time. For managers seeking to streamline the process, the purpose is to eliminate non-value adding activities in the process flow. The value-adding and the non-value adding activities extracted from the process map may be shown as follows:

Value-Adding Activities

• Hostess gets the name of the clients upon arriva
• Receptionist directs customers to the table
• Customers review menu
• Customer places order
• Waiter places order on order board
• Chef takes order
• Chef cooks and prepares order
• Waiter picks up order and serve food
• Customers eat the food
• Customers ask for check
• Waiter delivers the check
• Customer pays the check

Non-Value Adding Activities

• Customers wait to be seated
• Customers wait to place order
• Prepared food waits for picku
• Customer waits for the check
• Customer waits for the change

Layout Pattern for the Process

Generally, there are four major layout patterns in designing process: produ