Case study presented by

Aartiben Bhatt
Nisha Sathian
Rohit Saini
Umang Gandhi
Madyane Chabane
Parshv Jain
Value added service Turn around time is 75 mins on average
Hostess seat and customer

Server takes customer order B

o
t
t
Host Taking l Delivering
Check
Chef prepares food seating order e
n
food
e
c 5 min
2 min 2 min k 5 min

Server present the food to customer Value

10 min 30-50 2 min

15-20 2 min
Non -Value min
min
Waiting on Customer
Busser cleans and reset the table Customer customer Kitchen food and
line wait order dessert

Hostesses handles payment

 Since the customer waiting time is too high (around 75 minutes) their goal was to
have a waiting time under 60 minutes
 Hostesses have too many responsibilities including
 Taking in customers / seating them
 Greeting them and telling them about the specials
 Cashier

• The root cause of bottleneck into the system is customer waiting time and time to
cook the meal and serving to the customer
 Value added to customer
Reduce Wait time and table
turnover from 75 to 60 minutes
By introducing
Value added service • No Wait system (online table
booking)
• Hiring additional host
Hostesses seats customer

Server takes customer order Host Taking Delivering

Check
seating order food

5 min 5 min
Chef prepare food 2 min 1 min
Value

7.5 min 30-50 2 min

10-15 1 min
Non -Value
Server present food to customer min min
Waiting on Customer
Customer customer Kitchen food and
line wait order dessert
Bussers clean and reset the table

Hostesses handle the payment

 Facility factor Process factor
• Facility size • setup & oder
• Table to serve time Effective capacity is
• Cooking time greater than the
design capacity. Goal
is to improve
efficiency to meet
customer waiting time
Human factor Operational factor demands with adding
• Human training, skills, ability • process breakdown in a chef to reduce
• Task amount • Critical path waiting time
Decrease processing time by 20%(1-60/75)

Old capacity Variability to occur by introducing new chef

Host/cashier = 60/2 = 30 tables /hour And by improving its efficiency to serve its customer
Servers= 60/8 *4 = 30 tables/hour
Chefs = 60/2.5*3.5 = 84 meals/hour
Bussers=60/2*2 =60 tables /hour

Old efficiency = value adding time/Total time

=(2+2+5+5)/(20+2+2+2+10+5+40+5+2)=15.9%

New efficiency = (2+1+5+5)/(12+1+7.5+40+2+2+1+5+5)=17.2%

New capacity

Chefs =60/2.5*4.5 = 108 meals/hour

Increase the operation of hour from 7 to 8
• Shorten break by a hour
• This extra hour will be used to spread the demand
• Create a reservation system
• Introduce a display board to reduce waiting time
• Decrease processing time to meet goals
• Hire an additional host