Due on Friday 28 at 7 pm no later than that

Long Line

Man

Materials Methods

Machine

Confused by multiple demands

Computer OK

Sides Not Prepackaged 1 item at a time - slow

Supervisor appeared angry

Lots of food ready in Kitchen

Division of Labor Confused

Not well coordinated

Physical Space small

New Trainee?

Drink Machine not in use

Drinks from Takeout

ROOT Causes: 1) Poor Planning of Volume 2) Inadequate Preparation of Side Items 3) Trainee at busiest Part of day. 4) Better Division of Labor 5) Utilization of Space in Service Area

Recommendations: 1) Move Drink Unused Drink Machine and Install 2

nd Order entry station.

2) No Trainees during evening Rush. 3) Better Division of Labor

Cashier Order Process Drinks Person Take Out

4) Prepackage Sides to 90% of forecast Volume. 5) Add Upstairs Dining Area and Make Drinks Self Serve 6) Mobile Order Taker in Parking Lot working orders for Takeout.

Cause and Effect (Fishbone) Diagram Popeye’s Process

Start Server Available

Wait

No

Food Decision Ready

Yes Enter OrderYes

Wait

No

Order Complete

Correct or Complete Order

No

Yes Payment

Transaction A

A Payment Complete

Deliver Food

Complete Payment Process

NO

Customer Satisfied

Correct Food Delivery

No

END NEXT Customer

YesYes

Original Top Level Customer Service Process

Start Server Available

Wait

No

Food Decision Ready

Yes Enter OrderYes

Wait

No

Order Complete

Correct or Complete Order

No

Payment Transaction

A

A Payment Complete

Deliver Food Complete Payment Process

NO

Customer Satisfied

Correct Food Delivery/Order

No

END NEXT Customer

Yes

Improved Top Level Customer Service Process

Yes

Yes

Note 1: Payment and Food Delivery occur in Parallel.

Delivery Begins as Order is Entered in Computer

B

B

Self Serve Drink Give customer a Cup

Drinks with Order?

Yes

No