Constructacontrolcharttomonitortheserviceatthedrive-throughwindow.Determineif your control chart can be implemented on a continuing basis or if additional observations need to be collected. Explain whythe chart you developed can' or cannot be used. Also discuss what other statistical process control charts might be used by Dave's Burgers in its overall quality management program.
Constructacontrolcharttomonitortheserviceatthedrive-throughwindow.Determineif your control chart can be implemented on a continuing basis or if additional observations need to be collected. Explain whythe chart you developed can' or cannot be used. Also discuss what other statistical process control charts might be used by Dave's Burgers in its overall quality management program.
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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Transcribed Image Text:d States)
6:
Sample 1 2 3
12345STE SOT23
7
10
11
12
13
Observations of Service Time (mir)
5
14
15
2.01
1.62 1.54 1.38 1.75 2.50 1.32
1.25 1.96 1.55 1.66 1.38
1.85 1.01 0.95
3.10 1.18 1.25
1.79 1.66
1.94
1.45 1.09 2.11
1.95
0.76 1.34 2.12 1.45 1.03
1.50
1.33
1.62
0.88 2.50 1.07
1.55 1.41
1.95
1.14 1.86
1.02
2.78 1.56
1.87
2.03 0.79 1.14
0.94 1.53 1.71
1.15
1.31 1.05
1.67 1.85
2.03 1.12
1.50
1.36
1.12 1.67
2.05
1.42
0.95 1.73
3.21 4.16
1.75 2.87
3.76
1.67
1.65 1.78 2.63 1.05 1.21 2.09
2.36 3.55 1.92 1.45 3.64 2.30
1.07 0.96 1.13 2.05 0.91 1.66
your control
Constructacontrolcharttomonitortheserviceatthedrive-throughwindow.Determineif
chart can be implemented on a continuing basis or if additional observations need to be
collected. Explain whythe chart you developed can' or cannot be used. Also discuss what other
statistical process control charts might be used by Dave's Burgers in its overall quality
management program.
I
E
29°C Partly cloud
Transcribed Image Text:Font
States)
Paragraph
Styles
Dave's Burgers
Dave's Burgers is a fast-food restaurant franchise in Georgia, South Carolina, and North
Carolina. Recently Dave's Burgers has followed the lead of larger franchise restaurants like
Burger King, McDonald's, and Wendy's and constructed drive-through windows at all its
locations. However, instead of making Dave's Burgers more competitive, the drive-through
windows have been a source of continual problems, and it has lost market share to its larger
competitors in almost all locations. To identify and correct the problems top management has
selected three of its restaurants (one in each state) as test sites and has implemented a TQM
program at each of them. A quality team made up of employees, managers, and quality
specialists from company headquarters, at the Charlotte, North Carolina, test restaurant using
traditional TQM methods like Pareto charts, check sheets, fishbone diagrams, and process
flowcharts.havedeterminedthattheprimaryproblemisslow.erraticserviceatthedrive-through
window. Studies showed that from the time a customer arrived at the window to the time the
order is received averages 2.6 minutes. To be competitive management believes service time
should be reduced to at least 2.0 minutes and ideally 1.5 minutes.
The Charlotte Dave's Burgersfranchiseimplementedanumberofproductionprocesschangesto
improveservicetime at thedrive-through window. It provided all employees with moretraining
across all restaurant functions, improved the headset system, improved the equipment layout,
developed clearer signs for customers, streamlined the menu, and initiated even-dollar (tax
inclusive) pricing to speed the payment process. Most importantlythe restaurant installed large,
visible electronic timers that showed how long a customer was at the window. This not only
allowed the quality team to measure service speed but also provided employees with a constant
reminder that a customer was waiting.
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