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OPERATIONS MANAGEMENT

DAVES BURGERS
CASE ANALYSIS
Group members
Angad Jain 16dcp-066
Anurag Kar 16dcp-083
Samriddhi Saxena 16dcp-103
Ravi Kiran 16dcp-116
Tanvi Jain 16dcp-117
V Bhargav Kamesh 16dcp-118
Slow, erratic service at the drive
through windows resulting in loss
Problem statement of market share to the competitors.
Average service time - 2.6 minutes
USL 2 minutes; ideal 1.5 minutes
STEPS TAKEN IMMEDIATE RESULTS

Additional training to Improved service speed


employees 5% increase in market share
Improved headset system and
equipment layout
Clearer signs for customers
Streamlined menu
Faster payment procedure
Installation of large visible
electronic timers
Analysis

Technique used
Statistical Process
Control Chart :
Observations
MEAN CHART
Observations
MEAN CHART
UCL LCL

3 SIGMA 2.37197 1.026693

1 SIGMA 1.92354 1.47512

2 SIGMA 2.14776 1.25090

4 SIGMA 2.59618 0.80248


Anomalies
12th,14th day out of acceptable range.
Possible Reasons:
Single customer placing bulk orders.
Shortage of staff.
Miscommunication in ordering process.
Customer indecision. ( change or additions in order)
Holiday rush.
Special one-day offers.
Q) Determine if your control chart can be implemented on continual basis
or if the additional observations need to be collected?
Short term - Yes
Using the given data
( Process Capability Ratio)- 1.12
Long Term -
( Process Capability Index)- 0.44
Defects will be generated
Gaps
Only six observations per day
Time of observation unknown
Special offer days also included- inconsistency in days
Q) What other statistical Process Control chart Dave Burger might
use?
Ans. Range(R) Chart
R CHART
Why R-Chart cannot be used ?

Depends on Range i.e.,


Maximum service time Minimum service time

For example:
A) 3 - 1 min = 2 min
B) 6 - 4 min =2 min
There is no way to determine the reduction in service time.
RECOMMENDATIONS

To increase service time:


Automated Point of service
More staffs on special rush days
Pre-ordering app
Assembly Belt
Within reach ingredients