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Business Process For Graul
Business Process For Graul
In 1920 Fred and Esther Graul opened the first Grauls Market at 2819 E. Monument
Street in Baltimore City. In 1945 when their son, Harold Sr. returned from military service in
World War II, he and his wife, Mary, assumed ownership of the store. In 1958 they moved to
Annapolis with their four children to open the first Grauls Supermarket in Cape St. Claire. As
the family has grown, each child has opened their own store and now the 4th generation has
joined in the family business. There are a total of six stores. Each store includes a grocery
prepared foods department, a seafood department, and general grocery items. Grauls has been
famous for their bakery for over 45 years. It was recently awarded with having the best cakes in
Baltimore.
To further understand how to place a cake order at Grauls market, I interviewed the bakery
manager, Bob Fettweis, who described to me what takes place when a customer submits a cake
2. They are first asked for the date and time they would like their cake ready.
3. If their desired time is less than 48 hours from the current time, the order is declined and
4. If their desired time is greater than 48 hours away, the bakery clerk proceeds to take the
a. Last name
b. Phone number
c. Size of cake
d. Batter of cake
e. Icing choice
f. Special decorations
i.If the client would like a drawing or photo scan on their cake, they are asked to provide a picture
ii.If the client has a picture, the picture is folded (if drawing) and stapled to the order. If it is a
photo scan, it cannot be folded and must be put into a folder with their name, phone number, and
date on the cover and put into a basket for the decorators to pick up.
iii.After the photo has either been attached or filed, the clerk writes see attached on the ticket slip
iv.If the client does not have a picture with them, they are asked to bring one into the store or email
it.
v.If they choose to email it, they are given the email address and asked to write ATTN bakery in
the subject field and include their name, phone number, and date along with the picture in the
vi.If the client does not receive an email back from the bakery, it is assumed the order has been
accepted and will be ready for the client when she has requested it
6. Once these questions have been filled out, the clerk reads the client back their order and
then if it is correct, the clerk thanks them for their order and the customer leaves. If it is
not correct, the client identifies the issue, the clerk fixes it and the client is thanked for
7. The order is then filed in a plastic bin under which day it must be ready for (if they want
their cake for next Monday, it goes in the bin labeled Monday) and the process is handed
Bakery manager:
1. The bakery manager collects the orders two days before it must be ready (if the order is
2. The bakery manager tallies the orders at 7 pm each night and records which types of
3. Once the bakery manager has tallied all the cake orders he hands off the types of cakes
Baking department:
1. The bakers receive the orders for Wednesday and begin the cake baking process.
Decorators:
1. Once the decorators have received the cake from the baking department and the order
slips from the bakery manager, they begin to ice and decorate the cakes starting with the
2. Once the cake had been iced, decorated, and boxed, it is brought downstairs to the front
bakery.
3. Once the cake is set on the metal rack in the front bakery and the client order has been
taped to the box, the decorator hands off the process to the front bakery.
Front bakery:
3. The bakery clerk must find the cake by looking at the names on the ticket.
4. Once the cake has been located by the clerk, it is picked up and handed to the client and
Techniques used:
Interview based
Roles:
Client
Bakery manager
Bakers
Decorators
Catering manager
Oven
Phone
Computer
Printer
People interviewed:
Name Phone Email
Possible issues:
1. Orders are only taken on paper so if that slip of paper gets lost, the whole order and
2. Client does not get a receipt so anyone who knows the last name of the client could pick
up the cake
3. Cake is not paid for until the client picks it up so cakes could be made and never picked
4. Cakes are often hard to find because the client will give the wrong last name than the one
that was on the order. This means the bakery clerk must ask them information about their