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Analysis and Recommendations for aDysfunctional Business ProcessChris Puckett, Evan Rand, Ritz Rautenbach, Devon Rodgers, ...
Mean flow time = 420 secondsMean wait time = 275 secondsCapacity = 117.2 customers / hourOrdering Grill Drink Side Order C...
Fountain Drink placementGrilling temperatures and variabilityCash only policyLimited physical spaceGrill (bottleneck) capa...
Increase grill (bottleneck) capacity1. Move fountain drink to toppings bar2. Add griddle where fountain drink was3. Cross-...
Grill Capacity vs. Cashier CapacityCalculate the point where “shift” occursNew bottleneck
Increased capacityGrill can serve 3 more customers at a timeReduced wait timesProbability of waiting more than 3 minutesde...
Have it OUR way!Chris Puckett, Evan Rand, Ritz Rautenbach, Devon Rodgers, Laura WingerNew andImproved
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Chuckbox Process Improvement

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SCM 502 project for Arizona State University's MBA program

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Chuckbox Process Improvement

  1. 1. Analysis and Recommendations for aDysfunctional Business ProcessChris Puckett, Evan Rand, Ritz Rautenbach, Devon Rodgers, Laura Winger
  2. 2. Mean flow time = 420 secondsMean wait time = 275 secondsCapacity = 117.2 customers / hourOrdering Grill Drink Side Order CashierToppingsBarMean Time (sec) 11.8 307.1 17.2 243.6 23.5 60.2St. Deviation (sec) 5.9 71.8 11.5 109.7 10.1 59.7Min. Resources Available 1 10 1 12 1 5Expected Cycle Time (sec) 11.8 30.7 17.2 20.3 23.5 12.0
  3. 3. Fountain Drink placementGrilling temperatures and variabilityCash only policyLimited physical spaceGrill (bottleneck) capacity
  4. 4. Increase grill (bottleneck) capacity1. Move fountain drink to toppings bar2. Add griddle where fountain drink was3. Cross-train fryer to work grill stationBun-sticking codeAdd grill thermometerAdd “plastic” paying options
  5. 5. Grill Capacity vs. Cashier CapacityCalculate the point where “shift” occursNew bottleneck
  6. 6. Increased capacityGrill can serve 3 more customers at a timeReduced wait timesProbability of waiting more than 3 minutesdecreases from 23% to 4% during peak timesImproved customer satisfactionEasier refills, faster process and less waitingAbility to handle faster arrival timesSystem can handle 38% higher than the observed87.8 customers per hour
  7. 7. Have it OUR way!Chris Puckett, Evan Rand, Ritz Rautenbach, Devon Rodgers, Laura WingerNew andImproved

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