Chapter 27, Problem 10E

Lean principles for a restaurant

The management of Daddy-O’s fast-food franchise wants to provide hamburgers quickly to customers. It has been using a process by which precooked hamburgers are prepared and placed under hot lamps. These hamburgers are then sold to customers. In this process, every customer receives the same type of hamburger and dressing (ketchup, onions, mustard). If a customer wants something different, then a “special order” must be cooked to the customer’s requirements. This requires the customer to wait several minutes, which often slows down the service line. Daddy-O’s has been receiving more and more special orders from customers, which has been slowing service down considerably.

1. a. Is the Daddy-O’s service delivery system best described as a push or pull system? Explain.
2. b. How might you use lean principles to provide customers quick service, yet still allow them to custom order their burgers?