1. Financial Operations Review - Confidential 1
Senior Capstone Design Project:
Food Court Throughput
Jaime Karpel B.S. Industrial Engineering
Gabriel Zimeri B.S Industrial Engineering
December 2015

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Background
 General Medical and Surgical Hospital
 Founded in 1949, located in Miami Beach
 Also a teaching hospital
 Ranked #12 in Florida
Project Manager: Emily Forcke

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Project Goals
On this project we focused on the main cafeteria in 3
key areas:
 Staffing to Demand – right type and amount of staff, on the
right areas, at the right times
 Station Throughput – reducing delay and queue times at the
each station including cashiers
 Increase Customer Satisfaction – quality service improvement
and reduce overall costs of the cafeteria

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Opportunity Statement
“Current perceptions of the cafeteria are not up to the
expectations. Customer satisfaction, turnaround time
for food retrieval, payment of meals, and overall
environment are in need of improvement”

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Focus Points
Deli
Grill

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Cafeteria – Peak Lunch Hours

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IE Tools
 Time Studies
 Facility Planning
 Quality Control
 Statistical Analysis
 Spaghetti Maps
 DMAIC

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Time Studies

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Throughput at Each Station
Sample
Size
Time in Line
Waiting for
Food & cashier
time
Total
Salad Bar 9 20 sec 1.5 min 2 min
Deli 47 3.5 min 3.5 min 7 min
Hot Foods 36 3 min 1 min 4 min
Cashiers 227 50 sec 25 sec 1min 15 sec
Observations Conducted:
• 10/19 10/20, 10/21, 10/22
• 11/9, 11/11

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Facility Planning
 Poor overall layout in the seating area
 Table sizes from 3 up to 6 people
 Gathered and analyzed data from customers using
seats and tables
Find overall utilization of seats in order to maximize
space

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Seating Area Table Utilization
Overall Utilization of Seats: 57%
 4 person table: 53%
 5 person table: 48%
 6 person table: 75%
67%
40%
57%
0%
10%
20%
30%
40%
50%
60%
70%
1 2 3 1 2 3 4 1 2 3 4 1 2 3 4 5 6
3 Seats 4 Seats 5 Seats 6 Seats
Frequency of # of Customers per Table by Table Size
N = 12 N = 97 N = 28 N = 19

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Seating Area Analysis
23%
39%
20%
10%
3% 3%
1%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
1 2 3 4 5 6 7
Customers per table
Frequency of Customers per Table
N = 163, over 3 days

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Quality Control
 Critical to quality and critical to customers
 Menus and specials published inside the cafeteria do
not match the ones outside and online
 Long, hard to read and no price specification
Come up with a new menu design in order to improve
overall quality

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Quality Control
Left Center Right
Employee Super Value Meal
Chicken Pot Pie
w/ Rice
Chipotle Lime Tilapia
w/ Mixed Veggies
BBQ Ribs
w/ Corn on the Cobb
Meal $5.59
(after discount)
Chicken $4.09
Rice $2.00
Meal $6.09
Tilapia $4.09
Veggies $2.00
Meal $6.09
Ribs $4.09
Corn on the Cobb $2.00
Specials Located at “Hot Foods” Station to the left of the Deli Line

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Cashier Staff Analysis
 Performed time studies at cashier stations
 Gather data regarding transactions duration based
on three payment methods
• Cash
• Credit Card
• Employee’s Badge
 Counted amount of costumers per payment method
Determine the optimal number of cashiers needed per
fifteen minute intervals during peak lunch hours

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Cashier Staff Analysis
Customer CASH Customer CREDIT CARD Customer BADGE
EMPLOYEE 0.5 EMPLOYEE 0.27 EMPLOYEE 0.10
EMPLOYEE 0.17 VISITOR 0.2 EMPLOYEE 0.16
EMPLOYEE 0.33 EMPLOYEE 0.4 EMPLOYEE 0.17
EMPLOYEE 0.32 VISITOR 0.28 EMPLOYEE 0.18
VISITOR 0.27 EMPLOYEE 0.2 EMPLOYEE 0.10
VISITOR 0.39 EMPLOYEE 0.18 EMPLOYEE 0.09
EMPLOYEE 0.25 EMPLOYEE 0.18 EMPLOYEE 0.15
EMPLOYEE 0.19 EMPLOYEE 0.25 EMPLOYEE 0.10
EMPLOYEE 0.29 EMPLOYEE 0.26 EMPLOYEE 0.16
EMPLOYEE 0.36 EMPLOYEE 0.27 EMPLOYEE 0.10
EMPLOYEE 0.45 EMPLOYEE 0.19 EMPLOYEE 0.13
EMPLOYEE 0.25 EMPLOYEE 0.3 EMPLOYEE 0.12
EMPLOYEE 0.43 EMPLOYEE 0.29 EMPLOYEE 0.10
EMPLOYEE 0.37 VISITOR 0.5 EMPLOYEE 0.15
VISITOR 0.32 EMPLOYEE 0.2 EMPLOYEE 0.07
EMPLOYEE 0.2 EMPLOYEE 0.26 EMPLOYEE 0.10
EMPLOYEE 0.28 EMPLOYEE 0.4 EMPLOYEE 0.15
EMPLOYEE 0.49 EMPLOYEE 0.25 EMPLOYEE 0.15
EMPLOYEE 0.22 EMPLOYEE 0.24 EMPLOYEE 0.16
VISITOR 0.45 EMPLOYEE 0.38 EMPLOYEE 0.12
EMPLOYEE 0.26 EMPLOYEE 0.43 EMPLOYEE 0.14
VISITOR 0.4 EMPLOYEE 0.2
VISITOR 0.45 EMPLOYEE 0.2
VISITOR 0.43 VISITOR 0.35
EMPLOYEE 0.2 VISITOR 0.41
EMPLOYEE 0.2 VISITOR 0.32
VISITOR 0.22 EMPLOYEE 0.33
EMPLOYEE 0.3
VISITOR 0.35
EMPLOYEE 0.45
TOTAL EMPLOYEES AVERAGE TIME TOTAL EMPLOYEES AVERAGE TIME TOTAL EMPLOYEES AVERAGE TIME
21 0.33 21 0.29 21 0.13
TOTAL VISITORS TOTAL VISITORS
8 6

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Cashier Staff Analysis
33 sec
29 sec
13 sec
0.00
0.05
0.10
0.15
0.20
0.25
0.30
0.35
CASH CREDIT CARD BADGE
Average time at Cashier
seconds
N = 126, over 2 days
39 employees32 employees
13 visitor
30 employees
12 visitor

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Cashier Staff Analysis
 A customer spends an average of 25 seconds at the cashier or
0.42 min
August 2015
Hour of Day Time Increment
15min
Avg. Total
customers
Avg. Cust. Per Increment
Per day
Demand of work
Time
(min)
Cashiers Needed

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Population Analysis
121
216
297
0
50
100
150
200
250
300
350
Visitor Office Employee Nurse/Physician
Count on population
N =634, over 2 days

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Population Distribution

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Spaghetti Map
What is it?
 Method that uses a continuous
line to trace the path of a
particular object or person
throughout a process.
Purpose
 To expose inefficient process
layouts, unnecessary travel
distance between process steps
and overall process waste
deligrill
Nurse Example

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Spaghetti Maps

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Spaghetti Map of Customer Experience
4%
96%
Food Court Customer Experience
Enabling
Waste

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General Recommendations
 Re-locate salad/soup stations to centralized location to
maximize self-service
 Change set up and table sizes to maximize utilization of
capacity
 Distribute schedule for office employees, nurses and
physicians per half hour intervals during peak lunch hours

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Recommendations – per Station
 Cashiers
• Implement plastic bag holders at the end of cashier line
• Implement results obtained in the cashier analysis
 Grill
• Eliminate cups for fries at burgers station since a container is used for
the same purpose
• Sell chicken tenders by weight and not by units.
 Deli
• Provide cross training through staffing

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Recommendations Implemented
 Sample food plates were provided to reduce congestion
in every station
 Signs were improved along the cafeteria (font size,
location)
• Electronic Signs
– 42” electronic signs have been purchased
– Content of each sign finalized with Marketing
• Existing signs
– Create consistent design that is easy to follow
 Re-locate trays – trays at each station
 Including “Payroll Deduct” enrollment form with
Orientation package

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Cost Analysis

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Questions?