Operations and Supply Chain Management, 9th Edition WileyPLUS Registration Card + Loose-leaf Print Companion
Operations and Supply Chain Management, 9th Edition WileyPLUS Registration Card + Loose-leaf Print Companion
9th Edition
ISBN: 9781119371618
Author: Roberta S. Russell
Publisher: Wiley (WileyPLUS Products)
bartleby

Concept explainers

bartleby

Videos

Textbook Question
Book Icon
Chapter 3, Problem 3.1CP

Improving Service Time at 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 quality management program at each of them. At the Charlotte, North Carolina, test restaurant, a quality team made up of employees, managers, and quality specialists from company headquarters, using traditional quality tools like Pareto charts, checksheets, fishbone diagrams, and process flowcharts, have determined that the primary problem is slow, erratic service at the drive-through window. Studies show that the time a customer arrives 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 Burgers franchise implemented a number of production process changes to improve service time at the drive-through window. It provided all employees with more training 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 importantly, the 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.

These quality improvements were implemented over several months, and their effect was immediate. Service speed was obviously improved, and market share at the Charlotte restaurant increased by 5%. To maintain quality service, make sure the service time remained fast, and continue to improve service, the quality team decided to use a statistical process control chart on a continuing basis. They collected six service time observations daily over a 15-day period, as follows:

Chapter 3, Problem 3.1CP, Improving Service Time at Daves Burgers Daves Burgers is a fast-food restaurant franchise in , example  1

Chapter 3, Problem 3.1CP, Improving Service Time at Daves Burgers Daves Burgers is a fast-food restaurant franchise in , example  2

Construct a control chart to monitor the service at the drive-through window. Determine if your control chart can be implemented on a continuing basis or if additional observations need to be collected. Explain why the chart you developed can or cannot be used. Also discuss what other statistical process control charts Dave’s Burgers might use in its overall quality-management program.

Blurred answer
Students have asked these similar questions
Scenario You have been given a task to create a demand forecast for the second year of sales of a premium outdoor grill. Accurate forecasts are important for many reasons, including for the company to ensure they have the materials they need to create the products required in a certain period of time. Your objective is to minimize the forecast error, which will be measured using the Mean Absolute Percentage Error (MAPE) with a goal of being below 25%. You have historical monthly sales data for the past year and access to software that provides forecasts based on five different forecasting techniques (Naïve, 3-Month Moving Average, Exponential Smoothing for .2, Exponential Smooth for .5, and Seasonal) to help determine the best forecast for that particular month. Based on the given data, you will identify trends and patterns to create a more accurate forecast. Approach Consider the previous month's forecast to identify which technique is most effective. Use that to forecast the next…
Approach Consider the previous month's forecast to identify which technique is most effective. Use that to forecast the next month. Remember to select the forecasting technique that produces the forecast error nearest to zero. For example: a. Naïve Forecast is 230 and the Forecast Error is -15. b. 3-Month Moving Forecast is 290 and the Forecast Error is -75. c. Exponential Smoothing Forecast for .2 is 308 and the Forecast Error is -93. d. Exponential Smoothing Forecast for .5 is 279 and the Forecast Error is -64. e. Seasonal Forecast is 297 and the Forecast Error is -82. The forecast for the next month would be 230 as the Naïve Forecast had the Forecast Error closest to zero with a -15. This forecasting technique was the best performing technique for that month. You do not need to do any external analysis-the forecast error for each strategy is already calculated for you in the tables below. Naïve Month Period Actual Demand Naïve Forecast Error 3- Month Moving Forecast 3- Month Moving…
Scenario You have been given a task to create a demand forecast for the second year of sales of a premium outdoor grill. Accurate forecasts are important for many reasons, including for the company to ensure they have the materials they need to create the products required in a certain period of time. Your objective is to minimize the forecast error, which will be measured using the Mean Absolute Percentage Error (MAPE) with a goal of being below 25%. You have historical monthly sales data for the past year and access to software that provides forecasts based on five different forecasting techniques (Naïve, 3-Month Moving Average, Exponential Smoothing for .2, Exponential Smooth for .5, and Seasonal) to help determine the best forecast for that particular month. Based on the given data, you will identify trends and patterns to create a more accurate forecast. Approach Consider the previous month's forecast to identify which technique is most effective. Use that to forecast the next…

Chapter 3 Solutions

Operations and Supply Chain Management, 9th Edition WileyPLUS Registration Card + Loose-leaf Print Companion

Knowledge Booster
Background pattern image
Operations Management
Learn more about
Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, operations-management and related others by exploring similar questions and additional content below.
Similar questions
SEE MORE QUESTIONS
Recommended textbooks for you
Text book image
Practical Management Science
Operations Management
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:Cengage,
Text book image
Operations Management
Operations Management
ISBN:9781259667473
Author:William J Stevenson
Publisher:McGraw-Hill Education
Text book image
Operations and Supply Chain Management (Mcgraw-hi...
Operations Management
ISBN:9781259666100
Author:F. Robert Jacobs, Richard B Chase
Publisher:McGraw-Hill Education
Text book image
Business in Action
Operations Management
ISBN:9780135198100
Author:BOVEE
Publisher:PEARSON CO
Text book image
Purchasing and Supply Chain Management
Operations Management
ISBN:9781285869681
Author:Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher:Cengage Learning
Text book image
Production and Operations Analysis, Seventh Editi...
Operations Management
ISBN:9781478623069
Author:Steven Nahmias, Tava Lennon Olsen
Publisher:Waveland Press, Inc.
Introduction to Forecasting; Author: Ekeeda;https://www.youtube.com/watch?v=5eIbVXrJL7k;License: Standard YouTube License, CC-BY