Cebu Institute of Technology - University

N. Bacalso Avenue, Cebu City, Philippines

COLLEGE OF ENGINEERING AND ARCHITECTURE

A Case Study in
SYSTEM SIMULATION
Presented to the Faculty of Industrial Engineering Department
Cebu Institute of Technology - University, Cebu City, Philippines

In Partial Fulfillment of the

Requirements for the Degree of
BACHELOR OF SCIENCE IN INDUSTRIAL ENGINEERING

By:

ARANAYDO, CARL HAROLD

GESULGA, ANNECK ANGEL
GOC-ONG, GHERON
OLIVA, JOMARI

C1 | 1st Sem. A.Y. 2022-2023

 CHAPTER I THE PROBLEM AND ITS SCOPE
1. INTRODUCTION
1.1 Rationale

A Restaurant is a public place that provides Food and Beverages commercially.

Everybody can order food and beverages in restaurants using money. Restaurants offer

a comprehensive service of Food and Beverages to satisfy guests and customers.

However, Restaurants tend to have long lines when customers order food, thus causing

frustration and resulting in their customers losing their interest in the establishment since

they do not want to wait in line for a long time. Restaurants would often hire more

workers to increase their pace, but this will not help if the customers have fully decided

that they would prefer to go to another restaurant. However, using simulation, we can

fully see and analyze scenarios that can show the best and most effective way of solving

this problem.

ProModel is software that simulates scenarios in the real world, be it restaurants,

factories, warehouses, etc. In this study, ProModel is used to analyze the waiting lines,

drive-through, and the workers in the kitchen on how they operate and serve the

customers.

Using ProModel to find solutions to these problems can be very helpful. The

software can solve problems, including the number of customers that wait in line, those

who eat in the restaurant, those who do not, and those who use the drive-thru. These
are some of the information that will be collected using ProModel to help improve the

restaurant's profits and the time it takes to prepare the food and serve the customer.

This study aims to reduce the duration of customers waiting and increase the

restaurant's profit. In order to do this, the researchers will use ProModel to find the best

way of decreasing the time customers have to wait in line and the most efficient way for

the restaurant to conduct their business.

SOURCE: Lippert, Julia; Rosing, Howard; Tendick‐Matesanz, Felipe (July 2020). "The
health of restaurant work: A historical and social context to the occupational health of food
service".
Jang, W. and Ji, H., 2021. On the Service Design of the Restaurant Queuing System in the
Business Circle.

1.2 THE PROBLEM

1.2.1 Statement of the Problem

Miggy's Drive Thru caters to two types of customers, walk-in and drive-thru. Due to public

demand, the customers must wait in a long line before receiving their food, and others are

leaving even without being served. Because of these, cars drive off, and customers walk

out without ordering. The objective of the simulation is to analyze performance during peak

periods and to see how long customers spend waiting in line, how long lines become, how

often customers balk and what table utilization is.

1.2.2. Statement of Assumptions

For this study, the researchers have the set following assumptions.

• To improve the customer service, it needs to reduce the waiting time of the
restaurant.

• To increase the profit, it needs to optimize the process for the peak time in the

restaurant.

• Customers arrive in groups from group of one to four and is uniformly

distributed.

• There are currently four tables for group of four persons and three tables for a

group of two persons.

• There are two chefs in the kitchen, two waitresses and two cashiers.

• Once customers pick up their orders, 60 percent of the customers stay and eat at a table,

while the other 40% leave with t heir orders (take out).

• The bill of each customer varies uniformly from Php 500 to Php 530.

• The restaurant remains open seven days a week from 5 pm till 11 pm.

• . There is a seating of 40 people, and the number of people in each customer party is one

40% of the time, two 30% of the time, three 18% of the time, four 10% of the time and five

2% of the time.

•The time to take orders is uniformly distributed between 0.5 minute and 1.2 minutes

including paym ent.

• Orders take an average of 8.2 minutes to fill with a standard deviation of 1.2 minutes.

• If a walk in customer enters and sees that more than 15 customers are waiting to place

their orders, the customer will balk (that is leave).

1.2.3 Significance of the Study

This research study intends to aid the following:

 Miggy's Drive Through

This research will help the company increase its profits and customers and

be more efficient.

 Workers

This research will improve the workers in the company and how they work

and serve the customers.

 Other Business Owners

This research study will improve the efficiency of other businesses and other

food-based establishments should they implement the research proposal.

 Researchers

This research study aids the researchers in improving their skills, knowledge,

understanding, and problem-solving abilities about real-life problems faced by companies.

This will help them overcome and learn how to apply problems when working in the

industry.
1.3 RESEARCH METHODOLOGY

1.3.1 Research Environment

The locale of the study is Toy Airplane Manufacturing, a toy company

that produces three types of toy aluminum airplanes.

1.3.2 Research Respondents

The respondents of the study were the customers of Miggy’s Drive

Through. Currently, there are ten tables for four and there is a seating of 40

people, Groups of one or two customers wait in one queue while cars enter

at a rate of 10 per hour during peak times and, place their orders, and then

pull forward to pick up their orders. No more than five cars can be in the pick-

up queue at a time.

1.3.3 Research Instrument

ProModel, a windows-based simulation tool for simulating and analyzing the

current system of Miggy’s Drive Through was used in the study. It provides the

researchers the opportunity to test the current system and to create an

improved system.

1.3.4 Research Procedure

DEFINE THE MODEL

SYSTEM FORMULATION &
PRESENTATION
 PROBLEM PROBLEM
IDENTIFICATION

1. Problem Identification

The first step was identifying the problem which was customers driving and walking

out due to the long waiting line.

2. Problem Formulation

After the problem was identified, formulating the problem was the next step which

was adding a waiting area in the restaurant.

3. Choose Solution Technique

ProModel was the chosen solution technique since it is designed to simulate

scenarios and can recreate the workspace. And its simulation will allow the

researchers to fully visualize the proposed system.

4. Define the System

Observing the current system, describing the layouts, identifying key operations, and

identifying processes influenced by customer arrival patterns and waiting time were

done to define the proposed system for the restaurant. A good working

understanding of the system to be modeled should be acquired by the researchers to

properly visualize the simulation of the proposed system.

5. Model Formulation & Presentation

The translation of the data gathered in the current system of the restaurant into the

simulation programming was done. Automatic error and consistency checking help

ensure that model is complete before simulation.

1.4 Definition of Terms

Customer Arrival Pattern - The input pattern in which customer arrivals occur.

Queue - a line or sequence of people or vehicles awaiting their turn to be attended to or

to proceed.

Waiting Time - The time spent by the customer waiting for to be served.

PROMODEL - A windows-based simulation tool that provides the perfect combination of

ease-of-use and complete flexibility for modeling a situation.

Wait - delays further processing of the entity until the specified time has elapsed.

Waiting area – an area where people can stay until their order is ready.

Average Time in Waiting -The average time the entity spent waiting for a resource or

another entity (to join or combine). Also includes time waiting in queue behind a blocked

entity.

Failed arrivals - the number of entities that failed to arrive at the specific location due to

insufficient capacity.

% Waiting - The percentage of time the location was waiting for a resource, another

entity, or a WAIT UNTIL condition in order to begin processing or move to the next

location
Entity Count charts - show entity throughput (exits) as it occurs over time. This allows

you to see trends and spikes in activity as the simulation progresses.

Total Exits - The number of entities that completely exited the system either through the

EXIT routing or when they are joined, renamed, or combined.

 CHAPTER II COMPANY PROFILE

2. COMPANY PROFILE

Miggy’s Drive Through is a fast-food restaurant that caters both walk-in and drive-
through customers.

2.1 Key Management Personnel

POSITION FUNCTION

Provides leadership to the business.

Restaurant Owner

The chefs are those who are responsible

in cooking the food.

Chef 1 and Chef 2

 The waitresses are responsible for
bringing the food to customers at their
tables in a restaurant

Waitress 1 and Waitress 2

Cashiers handle payments and receipts

Cashiers 1 & 2
 CHAPTER III

ANALYSIS OF THE PROBLEM

3. ANALYSIS OF THE PROBLEM

3.1 Description of Existing System

The existing system of the restaurant has the arrival rate of 30 customer entries with

8 failed arrivals. The customer was identified into 4 types, a group of customers consist of 4

people, 3 people, 2 people and a solo customer. The group of customers that has 4 or 3

people will go to the table that has four chairs while the other type of group will be on the

table that has two chairs

3.2 Layout of the Existing Facility

 3.3 Tabulation of Existing Layout

LOCATION
LOCATION
Name Capacity Units Capacit
Door 1 1Name y Units
Drivethru Order Area 1 Door 1 1 1
Order Area 1 Drivethru Order
1 Area 1 1
Customer Kitchen 2 Order Area 1 1 1
Drivethru Kitchen 2 1
Customer Kitchen 2 1
ENTIT
Drivethru Pickup Area 1 1
Drivethru Kitchen 2 1
Y SPOT ENTITY SPOT
Foodpickup Area 10 1 Area
Drivethru Pickup 1 1
Waiting Area 5 1
Foodpickup Area 10 1
Table1 16 Waiting Area1 5 1
Table2 8 1
Table1 16 1
Table3 8 1
Table2 8 1
Table4 8 1
Order Queue 15 Table3 1 8 1
Customer Order Queue Infinite Table4 1 8 1
Drivethru Order Queue Infinite Order Queue1 15 1
Drivethru Foodpickup Queue Infinite Customer Order
1 Queue Infinite 1
Queue
Table Queue 25 Drivethru Order
1 Queue Infinite 1
Food Pickup Queue Infinite Drivethru Foodpickup
1 Queue Infinite 1
Queue
DrivethruOrder Queue 8 Table Queue 1 25 1
Drivethrupickup Queue 5 1
Food Pickup Queue Infinite 1
DrivethruOrder Queue 8 1
Drivethrupickup Queue 5 1

The table is the summarize data from existing layout.

 ARRIVAL
Entity Location Qty First Occurences Frequency Disable
Each Time
Customer Door 2 0 24 10 min No
Customer Door 5 240 720 E(4) min No
Customer Door 2 420 24 10 min No
Customer Door 4 660 720 E(4) min No
Pickup DrivethruOrder Queue 1 0 40 6 min No
Pickup DrivethruOrder Queue 1 240 30 6 min No
Pickup DrivethruOrder Queue 1 420 40 6 min No
Pickup DrivethruOrder Queue 1 660 30 6 min No

ATTRIBUTE

ID Type Classification
Customer_type Integer Ent
Car_type Integer Ent
Car_number Integer Ent
customer_number Integer Ent
Food_type Integer Ent

VARIABLES

Drivethru_counter Integer

Customer_counter Integer

   
Entity

Customer
Order Slip
Food
Pickup
 PROCESSING ROUTING
Entity Location Operation Blk Output Dest Rule Logic
Customer Door Customer_type = 1 Customer Order Queue FIRST Move For 1 min
Customerparty_distribution() 1
If Customer_type = 1 Then
{
Graphic 1
}
If Customer_type = 2 Then
{
Graphic 7
}
If Customer_type = 3 Then
{
Graphic 10
}
If Customer_type = 4 Then
{
Graphic 13
}
If Customer_type = 5 Then
{
Graphic 16
}
Customer Order Customer_type = 1 Customer Order FIRST If Customer_type = 1 Then
queue Customerparty_distribution() area 1 {
Inc Customer_counter, 1 Graphic 2
If Customer_counter > 15 Then }
{ If Customer_type = 2 Then
Dec Customer_counter, 15 {
Route 2 Graphic 8
} }
Else If Customer_type = 3 Then
{ {
Route 1 Graphic 11
} }
If Customer_type = 4 Then
{
Graphic 14
}
If Customer_type = 5 Then
{
Graphic 17
}
Move For 1 min
If Door FIRST If Customer_type = 1 Then
2 Customer_typ 1 {
e = 1 Then Graphic 2
{ }
Graphic 2 If Customer_type = 2 Then
} {
If Graphic 8
Customer_typ }
e = 2 Then If Customer_type = 3 Then
{ {
Graphic 8 Graphic 11
} }
If If Customer_type = 4 Then
Customer_typ {
e = 3 Then Graphic 14
{ }
Graphic 11 If Customer_type = 5 Then
} {
If Graphic 17
Customer_typ }
e = 4 Then Move For 1 min
{
Graphic 14
}
If
Customer_typ
e = 5 Then
{
Graphic 17
}
Move For 1
min
Customer Order Wait N(0.5,1.2) min 1 Customer Table FIRST Move For 1 min
area Inc Customer_counter, 1 queue 1
customer_number =
Customer_counter
2* Order_slip Customer FIRST If Customer_type = 1 Then
order queue 1 {
Graphic 1
}
If Customer_type = 2 Then
 {
Graphic 2
}
If Customer_type = 3 Then
{
Graphic 3
}
If Customer_type = 4 Then
{
Graphic 7
}
If Customer_type = 5 Then
{
Graphic 8
}
Move with Cashier Then
Free

Food Foodpickup Match customer_number 1 Food Waiting Join 1 Move With Waiter Then
area If Customer_type = 1 Then area Free
{
Route 2
}
Else
{
Route 1
}
2 Food Table2 Join 1 Move With Waiter Then
Free
Food Table3 Join Move With Waiter Then
Free
Food Table4 Join Move With Waiter Then
Free
Food Table1 Join Move With Waiter Then
Free
Customer Table_queue Customer_type = Customer_distribution() 1 Customer Waiting_area FIRST
If Customer_type = 1 Then 1
{
Route 1
}
Else
{
Route 2
}
1 Customer Table2 .25 1 Move For 1 min
2 Customer Table3 .25 Move For 1 min
Customer Table4 .25 Move For 1 min
Customer Table1 .25 Move For 1 min
Customer Table2 Match customer_number 1 Customer Door FIRST Move For 1 min
Join 1 Food 1
Wait N(15, 2) min
Customer Table3 Match customer_number 1 Customer Door FIRST Move For 1 min
Join 1 Food 1
Wait N(15, 2) min
Customer Table4 Match customer_number 1 Customer Door FIRST Move For 1 min
Join 1 Food 1
Wait N(15, 2) min
Customer Table1 Match customer_number 1 Customer Door FIRST Move For 1 min
Join 1 Food 1
Wait N(15, 2) min
Customer Door 1 Customer EXIT FIRST Move For 1 min
1
Order_slip Customer_order 1 Order_slip Customer FIRST Move With Chef2 Then
queue kitchen 1 Free

Order_slip Customer_kitchen Wait U(8.2,1.2) min 1 Food Food_pickup FIRST If Customer_type = 1 Then
queue 1 {
Graphic 1
}
If Customer_type = 2 Then
{
Graphic 2
}
If Customer_type = 3 Then
{
Graphic 3
}
If Customer_type = 4 Then
{
Graphic 7
}
If Customer_type = 5 Then
{
Graphic 8
}
Move With Chef2 Then
Free
Food Food_pickup_queue 1 Food Foodpickup_area FIRST If Customer_type = 1 Then
1 {
Graphic 4
}
If Customer_type = 2 Then
{
Graphic 5
}
If Customer_type = 3 Then
{
Graphic 6
}
If Customer_type = 4 Then
{
Graphic 9
}
If Customer_type = 5 Then
{
Graphic 10
}
Move With Pickuper Then
Free
Pickup DrivethruOrder_queue Inc Drivethru_counter, 1 1 Pickup Drivethru_order_area FIRST Car_type =
If Drivethru_counter > 7 Then 1 Car_distribution()
{ If Car_type = 1 Then
Dec Drivethru_counter, 7 {
Route 2 Graphic 1
} }
Else If Car_type = 2 Then
{ {
Route 1 Graphic 2
} }
If Car_type = 3 Then
{
Graphic 3
}
Move For 1 min
2 Pickup EXIT FIRST Move For 1 min
1
Pickup Drivethru_order_area Wait U(0.5, 1.2) min 1 Pickup Drivethrupickup_queue FIRST Move For 1 min
Inc Drivethru_counter, 1 1
Car_number = Drivethru_counter
2* Order_slip Drivethrupickup_queue FIRST If Car_type = 1 Then
1 {
Graphic 1
}
If Car_type = 2 Then
{
Graphic 2
}
If Car_type = 3 Then
{
Graphic 3
}
Move With
Drivethru_Cashier Then
Free

Pickup Drivethrupickup_queue 1 Pickup1 drivethru_pickup_area FIRST Move For 1 min

1
Pickup drivethru_pickup_area Match Car_number 1 Pickup EXIT FIRST Move For 1 min
Join 1 Food 1
Order_slip Drivethru_order_queue 1 Order_slip Drivethru_kitchen FIRST Move with Chef then Free
1
Order_slip Drivethru_kitchen 1 Food Drivethru_foodpickup_queue FIRST If Car_type = 1 Then
Wait U(8.2,1.2) min 1 {
Graphic 4
}
If Car_type = 2 Then
{
Graphic 5
}
If Car_type = 3 Then
{
Graphic 6
}
Move With Chef Then Free

Food Drivethru_foodpickup_queue Match Car_number 1 Food drivethru_pickup_area Join 1 If Car_type = 1 Then

{
Graphic 4
}
If Car_type = 2 Then
{
Graphic 5
}
If Car_type = 3 Then
{
Graphic 6
 }
Move With Pickuper Then
Free

Customer Waiting_area Match customer_number 1 Customer Door FIRST Move For 1 min
Join 1 Food 1

3.3 Process Flow Chart of the Existing System

Existing Process Flow Chart of Miggy’s Restaurant

3.4 Peak hours

During the 8-hour period, the pickup is always busy, just like the actual fastfood

setup. For the customer, there is only one peak hour, which occurs in the fifth hour after the

operation begins; the remaining hours are considered average or off-peak.

Assuming that the% is the percentage of time the customer waits

in line before arriving at the table and eating. The existing percentage is

76.25, while the pickup percentage is 46.42, which is nearly half of the waiting
percentage.

The average time spent waiting is defined as the amount of time an

entity spent waiting for a resource or another entity (to join or combine).

Before eating, the entity customer must wait for the food to arrive at the table

with the operation (join 1 food).

When the number of customers in line reaches 15, the next person

in line will leave (balk). The number of entities that failed to arrive at a specific

location due to insufficient capacity is referred to as failed arrival. Because the

waiting in line capacity is only 15, the next customer who enters the restaurant

will automatically leave. There have been 256 attempts to wait in line that

have failed. In Pickup, there was no balk.

 The data shows a separate level of utilization for every table. Table 1

has a utilization of 30.34%, which is the lowest utilization among the 4 tables.

Table 2 has 51.41%, table 3 has 63.76%, which has the highest number of

utilizations, and lastly, table 4 has 54.18%. In getting the overall utilization, we

have to add the utilization of each table, divide by 400, the total percentage for

the four tables, and multiply by %. The overall utilization of the proposed setup

is 49.67%.
 CHAPTER IV

4. PROPOSED SOLUTION

4.1 Proposed Layout

Additional capacity of the table reduces the time of waiting the customers. It also

reduces customer balking, as peak hours for customers are now changing significantly.
4.1 Process Flow Chart of the Proposed System

Proposed Process Flow Chart of Miggy’s Restaurant

4.1 Results

The first hour for customer is off-peak because it only accommodates 5

customers; the next three hours are considered on-peak because it

accommodates 11 to 13 customers before returning to off-peak for two hours.

Pickup is busy during the 8-hour operation period.

 The waiting percentage is lower than it was previously. The existing

figure is 76.25%, while the proposed figure is 45.37%, a difference of 30.88%.

As a result, the proposed can accommodate more customers.

The average time for the Pickup customer is now 266.67 seconds,

while the customer has 1,625.42 seconds.

 The existing has 256 failed, but the proposed has 140, which has the

difference of 116 customers. It means that the fast-food restaurant with the

additional table can now accommodate 116 customers, compared to the

existing layout.

The overall utilization of table of the proposed layout is 44.98%.

CHAPTER V

FINDINGS, CONCLUSION AND RECOMMENDATION

5.1 Findings
Miggy's Drive Thru caters to two types of customers, walk-in and drive-thru.

The main problem the restaurant has is customers driving and walking out due to the

long waiting line.

With the researcher’s proposed system for Miggy’s Drive Thru, this will help

the restaurant with their profits and sales. The waiting percentage is lower

than it was previously. The existing figure is 76.25%, while the proposed figure

is 45.37%, a difference of 30.88%. As a result, the proposed can

accommodate more customers.The existing has 256 failed, but the proposed

has 140, which has the difference of 116 customers. It means that the fast-

food restaurant with the additional table can now accommodate 116

customers, compared to the existing layout.

5.2 Conclusion

The proposed system for Miggy’s Drive Through that is made by the researchers is a big

help for the restaurant because it could help solve the restaurant’s problem with their long

waiting duration which would result in their customers in losing interest with the restaurant,

as well as to increase the profit per day and the number of customers. With the researcher’s

proposed system, there is an increase of sales and profits as well as efficiency in the

restaurant.

5.3 Recommendations
The researchers recommend adding additional capacity of the locations which will reduce

the waiting time of the customers. It also reduces customer balking, as peak hours for

customers are now changing significantly, this results in the waiting time being reduced

significantly,