Process Strategy

Process strategy is the pattern of decisions made in managing processes so that they will achieve their competitive priorities. Process structure in services have several different factors, including customer contact, customization, process divergence and flow.
 Customer involvement is moderate. The host seats the customer, then a server takes the customer's food and drink orders, and brings out the beverages and food. The server provides drink refills, extra napkins, to-go boxes, and tries to fulfill all the guest's requests. However, once the server takes the customer's order, the server puts it into the POS system, and the customers do not watch their food being made in the kitchen.

Front Office: Host
Hybrid Office: Server, Bartender, Busser
Back Office: Cooks in the kitchen

The service process structure is based upon the customer contact matrix. Havana Central is a hybrid office. There is high customer contact and involvement when customers are ordering food and beverages. While the food is being cooked, it is considered back office because guests are not involved at all, and do not watch the food being cooked.
Resource flexibility is considered flexible. A flexible workforce is at Havana Central, because employees are trained from a beginner's position, then as they gain more knowledge about the menu, they are able to work several different positions. An employee starts out as a host, and can eventually become a server or bartender. Therefore, when employees need a shift covered, many different personnel can cover the shift because they have a flexible workforce. Additionally, all equipment is general purpose equipment. The POS systems to put food and drink orders in is Micros, which is standard for a restaurant. It is simple and each item of food on the menu is under different sections in the computer, like "Appetizers" or "Entrees". This helps organize information for the employee and make it faster and easier for them to input customer's food orders. Kitchen equipment is restaurant grade general purpose equipment of fryers, stoves, and ovens.
Havana Central's capital intensity is very low. There is a standard POS computer to input food and beverage orders, and standard kitchen equipment. There are no high tech-machines.