Business school students' final project

1. Evans Hall:
Operational excellence

2. Assumptions and objectives
Due to time limits we haven’t analyzed internal
inventory management
Student experience
Main objective of the study is to find ways to
improve students experience at Charley’s place
and Evans Café
Data
We used only the data acquired through
observation or polls
Budget constraint
Suggested changes do not require substantial
expenditures.
No inventory analysis

3. Survey: issues and potential
Price
Length of the line
Assortment
Working hours

4. Survey: issues and potential
Visits per week
Share of customers
1 2 3
70% more visits can be achieve with the improvement of student experience
Experience
Visits

8. 11 30 AM:

9. 11:35 AM

10. 11:35 AM

11. 11:40 AM

12. 11:45 AM

13. Registers utilization is not efficient
Left registers Right registers
of customers use left
registers
2/3
of customers use right
registers
1/3

14. Left left register is used by 40% of customers
Left left Right leftLeft right Right right

15. Consequences of inefficient positioning

16. Consequences of inefficient positioning
11:4511:35
Line is growing
Opening
End of super peak

17. Average waiting time
4.5
3.0
1.5
95%90%
Average waiting time
70%65%45% 75%40% 60% 85%55%35%30%20%15%10% 25% 80%50%
Left left
Average waiting time
Utilization

18. Registers reposition
Registers are not visible for the majority of people

19. Registers reposition
Registers are not visible for the majority of people Better positioning

20. Registers reposition: impact
2.5
5.0
20% 50% 80%60% 90%10% 30% 40% 70% 100%
0.0
8040 6030 70 9010 50
1.0
2.0
20
-0.5
0.5
2.5
1.5
100
Left left averageRight left average
Left left peak
Right left peak
Left right average
Left right peak
Pooling peak
Pooling average
Utilization
Average waiting time
Average waiting time (current)
Average waiting time (pooling)

21. Service time Length of the line
Service time variability: impact Comparison
Queueing issues
Salat+sandwich+heatingSalad Sandwich
+ +
Mean = 0.8 min
STD = 0.14 min
0
1
2
3
4
5
6
7
8
9
10
11
12
13
11:30 AM 12:00 12:30 PM
• Line is unstable
• Free food availability
decreases demand by
30%
• Students are price
sensitive
STD
Average waiting time • High service variability
increases average
waiting time
• Variability of service
time can me decreased
by training and
processes
standardization

24. Evans Café too has long waiting times during
peak hours of operation
Statistics during peak hours of operation
(2:20pm – 2:45pm)
• At 2:25pm, the main line was the longest
– there were 11 customers waiting in line
• Average service time at payment counter
was 18 seconds – ~3 customers served
per minute
• Average service time to receive your
Latte/ Chai Tea is 1.5 to 2 minutes
• ~25% customers buy snacks/juices (items
other than tea or coffee)
• Number of customers are lost due to long
lines
Possible changes to improve experience at
Evans Café
• Have more people working during peak
hours – between classes
• Increase utilization of self-pay register
 For snacks, juices, or other ready
items
 Possibly add option to pay for
small coffee
• Utilize mobile app
 Reduce line and wait times
 Track customer data/preferences
 Offer promotions

25. Menu Ads Online
payment
Time
The app can decrease a length of the line
Customers have more time to choose
Not operational registers is not a big risk anymore
Charley’s App

26. Targets
• Increase the flexibility for preparation time
• Decrease average service time
• Facilitate payment
• Track customer data
• Offer promotions, increase sales
• Eliminate lines
• Improve customer satisfaction

27. How it works
• Learn about the options for the day
• Customize your meal & coffee
• Know when it is ready
• Show your barcode and get your meal without
waiting in the line
• Pay easily
• Take advantage of promos

28. Numbers
• Gross Margin : 50%
• Sales increase line : 15%
• Sales increase promo: 20%
• Days : 180
• Incremental profit Charley’s : $20.000
• Incremental profit Café : $10.000

29. Thank you!