Title: To reduce the food delivery manhours and cost at drive through of Chick-fil-A Recommendations

Install a conveyor belt system-Automation principle of TPS

Background Based on the analysis of the current state process, it is recommended to install a conveyor belt system to
Chick-fil-A is leading fast food chain specializing in chicken sandwiches in the United States. Chick-fil-A replace the staff member standing at the drive-through window to deliver food to customers. This would
operates 2,909 restaurants across 48 states, as well as in the District of Columbia and Puerto Rico. The eliminate the need for a staff member to handle food delivery and reduce manhours, as well as potential
company also has operations in Canada, and previously had restaurants in the United Kingdom and human error, while improving the efficiency of the process.
South Africa. The restaurant serves breakfast before transitioning to its lunch and dinner menu. Chick-fil-
A also offers customers catered selections from its menu for special events. Redesign the drive-through layout-Streamlined layouts
To further improve the efficiency of the drive-through process, it is recommended to redesign the layout to
ensure a smooth flow of traffic and minimize wait times. This could include separating the order and
Current Situation payment stations, adding a second pickup window, and ensuring that the drive-through lane is wide
The manhours are high at the food chain drive-through as a person is required to stand and deliver the enough to accommodate large vehicles.
food to the customer after collecting it from the window. The run chart shows a consistent trend
throughout the last 6 months. A total of 705 manhours were spend on the activity with an average of Train staff on new processes
117.5 hours/month. With the installation of a conveyor belt system and redesign of the drive-through layout, it is important to
This results in high manhours and increased costs approximately 7050 USD for last six months. train staff on the new processes and ensure that they are familiar with the new equipment and layout.
This will help ensure that the process is efficient and effective and that customers receive high-quality
service.
Analysis Monitor and analyze performance
In analysis phase Fishbone Analysis was conducted to Through fishbone analysis, potential To ensure that the process is working effectively, it is important to monitor and analyze the performance
identify the root causes of the problem. causes were listed and prioritized through of the drive-through process regularly. This could include tracking wait times, customer feedback, and
Fishbone Diagram for High Manhours
Prioritization matrix. For prioritization staff performance metrics. This will help identify any issues that arise and allow for continuous
Measurements Material Personnel
matrix, we made a team of four members improvement of the process.
from different areas. They were asked to
Inadequate staffing
score the listed problems from 1-5
Inadequate lev els

Lack of monitoring
packaging materials
for food Lack of training on
depending on severity of the factor.
and feedback on efficient processes
driv e-through Low -quality food
performance ingredients Lack of motiv ation to
w ork efficiently
High
Manhours The root causes identified through this Plan
M anual process for Inadequate maintenance
Traffic congestion
affecting
deliv ery of equipment was manual process of food delivery.
driv e-through w ait Inefficient food E quipment malfunctions
times
P oor w eather
deliv ery process What? Who? When? Where?
conditions affecting Inefficient Inadequate equipment
the driv e-through
process
driv e-through lay out for food deliv ery Get quotations for conveyor Purchase team 2 Weeks Chick-fil-A
Env ironment Methods Machines installation
Evaluation of different Maintenance Team 1 Week Chick-fil-A
quotations and finalize
Causes Member 1 Member 2 Member 3 Member 4 Total Financing for Finance team 2 Weeks Chick-fil-A
Inadequate staffing levels 2 2 3 2 9 implementation
Lack of training on efficient processes 3 2 2 3 10 Installation after financing Installation/Maintenance 2 Weeks Drive through
Inadequate equipment for food team area
2 3 2 1 8
delivery
Equipment malfunctions 1 1 2 1 5
Manual process for delivery 4 5 4 4 17 Follow-Up

o Evaluation of the installed process

o Customer satisfaction surveys
Goal o Employee’s satisfaction surveys
The goal of this project is to optimize the drive-through process. The objective is to reduce manhours and
costs to zero while maintaining or improving customer satisfaction.