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Operation Assignment - Edited
Operation Assignment - Edited
Jewellers is wondering how to improve the shopping experience for the customers.
From the information collected in the previous year, it’s apparent that cutting waiting
As revealed by the flow chart, there are three specific waiting sections. Guests would
wait for a mixed cocktail, service of unlocking cabinets, and receipts. (Exhibit1)
Particularly, the capacity utilization of the receipt part is 135%, which made it the
bottleneck of the whole process. (Exhibit2) So, specifically, ONNIE Jewellers should
highlighted while her daughter Victoria valued social media approaches. This summer
efficient tool to decrease the variability of guests' amount and risk of insufficient
For Greeter and Payment, their utilization rates are moderate enough (50%,77%).
Under the assumption of Exhibit2, the greeting part could handle 120 person in
maximum per hour, far enough for the previous situation.So, there is no need to stager
the timing. In the sales area, Onnie segments the market and processes invisibly. The
customers who are only interested in relatively cheap products do not need sales
service, so the effective capacity of the four salespersons could be spent on those
more high-end customers. But it’s still important to control the browsing time of each
guest. The bar is a useful way to buffer the guest flow in case everyone crowds in the
sales area, which relieves the hosting pressure of it. But it also forms new operation
challenges at the same time, since long waiting lines for a drink also deteriorate the
experience. The billing section only uses labor work with relatively low efficiency so
The specific cocktail typs could be tracked from the previous data.
going to the sales area. For guests who only want the less expensive items, they could
even go to the payment section directly, while the other guests could have a simple
impression of these items, thus saving time later in the sales area. Those who want to
inspect specific items, could inform the waitress and move to the sales area when
everything is ready. Not only could it decrease the waiting time for the customers, but
the salespersons could also unlock a cabinet for more people at one time since now
they know who are interested in the same item, thus decresing the variability in
unlock part.
written receipt anymore. For the payment waiting line, the salespersons and Victoria
now could communicate in real-time with iPads to know the lining situation, so
customers could accommodate their time. The iPad is multifunctional so can bring
The most significant risk of this plan is the high cost. Hiring more bartenders,
increasing more prepared cocktails inventories, new display platforms in the bar, and
purchasing iPads would cost a great amount of money. Because the case does not
mention their budget but emhpaszies their high-end value proposition, I assume that
Onnie is willing to invest to provide a better shopping experience. Another risk is the
uncertainty of how well the bar could buffer the guests to the sales area, so I
recommend Onnie to change the display to Exhibit 3, in which the guests must pass
Assumption:
Assumption:
Guests would go to different areas after the greeting section, the arrival time of
guests information could not be used to analyze the overall capacity utilization of
The server would serve the guests in need the whole night.
Exhibit 3