Dave's Burgers implemented quality improvements at its Charlotte location to address slow drive-through service times. Changes included training, equipment upgrades, and installing timers to measure and remind employees of service times. Service times decreased from an average of 2.6 to under 2 minutes. Market share increased 5% and the process remained stable based on control charts of daily service time data. Continued quality management is recommended to maintain gains and identify future opportunities.

1. Case 1: Improving Service Times 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 TQM program at each of them. A
quality team made up of employees,
managers, and quality specialists from company headquarters, at
the Charlotte, North Carolina, test
restaurant using traditional TQM methods like Pareto charts,
check sheets, fishbone diagrams, and
process flowcharts, have determined that the primary problem is
slow, erratic service at the drive-

2. through window. Studies showed that from the time a customer
arrived at the window to the time the
order is received averages 2.6 minutes. To be competitive
management believes service times should
not exceed 2.0 minutes and ideally should average no more than
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 reduced and market share at the

3. Charlotte restaurant increased by 5
percent. 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 fifteen-day
period, as follows:
Requirements:
• Use Excel to construct an x - chart and an R - chart for this
data.
• What conclusions can you draw from the control charts
regarding the results of the quality
improvement efforts? Have the goals concerning service times
been reached? Is the process in control?
• What would your recommendations be with respect to
continuing the quality improvement
program? What other statistical tools might Dave’s Burgers use
in its quality management program?
Provide some examples.

4. Write a memo addressed to Dave’s Burgers management
discussing your analysis and
recommendations. Your memo should not exceed 3 pages
including any displays (graphs, tables, etc.).
The memo will be evaluated on both the analysis and the
presentation .
Margin Call Paper
Film
Margin Call. Dir. J. C. Chandor. Perf. Kevin Spacey. Roadside
Attractions, 2011. DVD.
Selected Reviews
"...relentless in its honesty and shrewd in its insights and
techniques... an extraordinary feat of
filmmaking"
-A. O. Scott, New York Times
"Margin Call is one of the strongest American films of the year
and easily the best Wall Street
movie ever made."
-David Denby, New Yorker
"... this confident, crisply made piece of work does an expert
job of bringing us inside the inner
sanctum of a top Wall Street investment bank..."
-Kenneth Turan, Los Angeles Times
Assignment

5. Your assignment is to write a paper on Margin Call. It is due by
the final exam.
Margin Call "takes place over a 36-hour period at a large Wall
Street investment bank and
highlights the initial stages of the financial crisis of 2007–
2008... Although the film does not
depict any real Wall Street firm, or similar corporate action
during the 2008 financial crisis,
Goldman Sachs similarly moved early to hedge and reduce its
position in mortgage-backed
securities, at the urging of two employees. Other firms like
Lehman Brothers and Bear Stearns
found themselves similarly and catastrophically over-leveraged
in mortgage-backed securities.
They scrambled, ultimately unsuccessfully, to manage the
financial and public panic that
ensued when their problems became apparent and the global
financial markets plunged as a
result." (Margin Call (film))
After Peter Sullivan informs Will Emerson and Sam Rogers
about the potentially catastrophic
risks posed by the firm's current holdings in mortgage-backed
securities, they meet with Jared
Cohen, Sarah Robertson, and Ramesh Shah.
That meeting then leads to a middle-of-the night board meeting,
where John Tuld, CEO and
Chairman, asks for solutions. Jared recommends selling all of
the firm's mortgage-backed
securities during the next trading day.

6. Paper 1
For the final paper, discuss the actions of the main characters in
the film. What were their
motivations? Their options? How did their "world view"
influence their decision-making? Do
you agree with their choices or not, and why? Analyze their
predicament and discuss the merits
of their actions.
Paper 2
For this paper, discuss how the decisions made by the main
characters influence the "real
world." What did their actions do to the other Wall Street firms?
How did they influence
domestic and global financial markets? What effect did they
have on the valuations of other
securities? How did they influence lending, mortgages, and
retirement accounts? And finally,
what effect did they have on capital allocation and formation?
Works Cited
"Margin Call (film)." Wikipedia. Wikimedia Foundation, 20
Sept. 2012. Web. 20 Sept. 2012.
<http://en.wikipedia.org/wiki/ Margin_Call_(film)>.
Cast

7. s Peter Sullivan, Senior Risk Analyst
Management
k Management
Officer
Citations
If you include any outside material, you must include proper in-
text citations and a properly
formatted Works Cited section.
MLA Formatting
(from Purdue Online Writing Lab)
General Guidelines:
-inch paper.
-space and use a legible font (e.g. Times New Roman).
The font size should be 12 pt.

8. ne half-inch from the left
margin.
Formatting the First Page:
-hand corner of the first page, list your name,
your instructor's name, the
course, and the date. Be sure to double-space.
. Do not underline,
italicize, or place your title in
quotation marks; write the title in Title Case (standard
capitalization)—not in all capital
letters.
right-hand corner that includes
your last name, followed by a
space with a page number; number all pages consecutively with
Arabic numerals (1, 2, 3, 4,
etc.), one-half inch from the top and flush with the right margin.
For more information, please see:
http://owl.english.purdue.edu/owl/resource/747/01
Keys to Success
1. Check your grammar, spelling, and punctuation before you
submit your work. You will

9. instantly lower your grade if your writing contains basic
mistakes. Don't rely on spell check
to catch every error.
2. You need a strong, clear thesis statement at the beginning of
the paper. Tell the reader
exactly what the paper will be about right from the beginning.
3. Start writing early. It’s obvious when the author waited until
the last minute. Yu will need
several drafts to get it right. Give yourself the time to write
those drafts.
4. Focus your paper! Think it through (create an outline) and
then start writing.
Management 306—Final Memo
Respond to one of the following:
RU-32
You're the CEO of a global pharmaceutical company. After
decades of work (and the investment of hundreds of
millions of dollars), your scientists have come up with a major
breakthrough. Your new drug, RU-32, is a low-
cost anti-diabetic medication that dramatically stabilizes insulin
levels. If approved, your company will own the
patent on a drug worth billions of dollars. However, during
Phase III clinical trials, unexpected complications
arose, and approval by the FDA is now unlikely. Without FDA

10. approval, you cannot sell RU-32 in the U.S. and
most first-world countries. However, other countries––primarily
in the third-world––will allow you to market
the drug without U.S. FDA approval. You must choose whether
to stop all development and cancel the
program, or proceed with manufacturing for sale to citizens of
third-world countries.
Inform the Board of Directors of your decision. Write a memo
explaining your position and your reasons. Be
specific and use detailed examples to support your main points.
Press-Enterprise
A statistic taken from the Press-Enterprise states that the
average American worker spends about 1.8 hours of
every 8 hour work day on non-work activities (e.g., personal
phone calls, internet surfing, etc.). Estimates
suggest this lack of productivity costs American business
hundreds of millions of dollars annually, but workers
say focusing 8 hours a day strictly on work-related business is
unreasonable and impossible considering we
work more people hours than ever before. Additionally,
workers argue that they need to schedule
appointments and daily activities when businesses are open. In
your opinion, which side makes a stronger
case?
Write a persuasive memo to your business explaining your
opinion on this issue. Be sure to bring up
arguments on both sides of the issue, but ultimately prove your
position in your response.

11. On-Line Profile
Many businesses are recognizing that traditional resumes are
becoming outdated or are no longer an accurate
way to evaluate potential employees. To get to know potential
employees better, several companies are
asking applicants to submit an “on-line, electronic profile.” In
addition to searching Google for applicant
background, firms are looking at applicants’ Facebook page,
Twitter and Linked-In accounts. Your firm has
discovered that the majority of resumes submitted in the past
few years have been largely inaccurate,
misleading, and filled with misinformation. Because of this,
your firm has been unable to hire qualified
workers, which has caused many problems. The Hiring
Manager, Sheila Lass, has decided to stop accepting
traditional resumes. Instead, she will ask potential employees to
submit an “on-line, electronic profile.” She
feels she can get to know the “real” person by examining their
profile.
Write her a correctly formatted memo informing her of your
position on this issue. Include several, well-
reasoned ideas that either support or oppose her plan.
Smart or Attractive?
In today’s world, we are inundated with all kinds of images and
new technologies, but when it comes down to
it, it’s the employee who completes the work. In correct memo
format, to your supervisor or instructor,
respond to the following prompt: In the modern business world,
which is more highly valued: being smart or

12. being attractive? You’re encouraged to include real-life
experiences to support your position and be sure to
pay close attention to format to avoid a reduction in your score.