3.47. The three most important quality attributes at Mike's Super Service fast-food restaurant are considered to be good food, fast service, and a clean environment. The restaurant manager uses- a combination of customer surveys and statistical measurement tools to monitor these quality attributes. A national marketing and research firm has developed data showing that when customers are in line for up to five minutes, their perception of that wait- ing time is only a few minutes; however, after five minutes cus- tomer perception of their waiting time increases exponentially. Furthermore, a five-minute average waiting time results in only 2% of customers leaving. The manager wants to monitor speed of service using a statistical process control chart. At six different times during the day over a period of 15 days the manager had an employee time customers' waiting times (from the time they entered an order line to the time they received their order) at ran- dom, with the following results:
3.47. The three most important quality attributes at Mike's Super Service fast-food restaurant are considered to be good food, fast service, and a clean environment. The restaurant manager uses- a combination of customer surveys and statistical measurement tools to monitor these quality attributes. A national marketing and research firm has developed data showing that when customers are in line for up to five minutes, their perception of that wait- ing time is only a few minutes; however, after five minutes cus- tomer perception of their waiting time increases exponentially. Furthermore, a five-minute average waiting time results in only 2% of customers leaving. The manager wants to monitor speed of service using a statistical process control chart. At six different times during the day over a period of 15 days the manager had an employee time customers' waiting times (from the time they entered an order line to the time they received their order) at ran- dom, with the following results:
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
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Transcribed Image Text:3.47. The three most important quality attributes at Mike's Super
Service fast-food restaurant are considered to be good food, fast
service, and a clean environment. The restaurant manager uses
a combination of customer surveys and statistical measurement
tools to monitor these quality attributes. A national marketing and
research firm has developed data showing that when customers
are in line for up to five minutes, their perception of that wait-
ing time is only a few minutes; however, after five minutes cus-
tomer perception of their waiting time increases exponentially.
Furthermore, a five-minute average waiting time results in only
2% of customers leaving. The manager wants to monitor speed of
service using a statistical process control chart. At six different
times during the day over a period of 15 days the manager had
an employee time customers' waiting times (from the time they
entered an order line to the time they received their order) at ran-
dom, with the following results:
Transcribed Image Text:Waiting Times (min)
Sample
1
3
4
6.
1
6.3
2.7
4.5
3.9
5.7
5.9
2
3.8
6.2
7.1
5.4
5.1
4.7
5.3
5.6
6.2
5.0
5.3
4.9
4
3.9
7.2
6.4
5.7
4.2
7.1
4.6
3.9
5.1
4.8
5.6
6.0
6.
5.5
6.3
5.2
7.4
8.1
5.9
7
6.1
7.3
6.5
5.9
5.7
8.4
8
2.2
3.6
5.7
5.3
5.6
5.0
9
6.5
4.7
5.1
9.3
6.2
5.3
10
4.7
5.8
5.4
5.1
5.0
5.9
11
3.4
2.9
1.6
4.8
6.1
5.3
12
4.5
6.3
5.4
5.7
2.1
3.4
13
7.4
3.9
4.2
4.9
5.6
3.7
14
5.7
5.3
4.1
3.7
5.8
5.7
15
6.0
3.6
2.4
5.4
5.5
3.9
a. Develop an x-chart to be used in conjunction with an R-chart
to monitor speed of service and indicate if the process is in con-
trol using this chart.
b. Management at Mike's Super Service restaurant wants cus-
tomers to receive their orders within 5 minutes +1 minute, and
it has designed its ordering and food preparation process to meet
that goal. Using the process mean and control limits developed in
part (a), compute the process capability ratio and index, and indi-
cate if the process appears to be capable of meeting the restau-
rant's goal for speed of service.
3.
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