Justification/Recommendation Report: Improving Greenhouse Market’s Service You are a recently hired manager for Greenhouse Market, a highend fast-food restaurant that has been in business for three years.
The restaurant specializes in a wide selection of quality “deli-style” sandwiches, desserts, and coffees. The restaurant’s owner, Kate Lilly, tells you that the volume of business, especially at lunch hour, has increased considerably lately.
After your first month on the job, you notice that, because of the increased volume, the method of delivering orders to customers seems to be inadequate. At present, the ordering system consists of the following:
(a) The customer’s order and table number are recorded by counter staff on a ticket;
(b) After the customer pays, the ticket is given to the sandwich makers, who complete the order;
(c) One of the counter staff then takes the order to the customer’s table. Coffee and desserts are also brought to the customer’s table. Additional beverages are located in a refrigerated display case, where customers help themselves. You notice that three counter staff work with one cash register, and two sandwich makers are on duty.
You bring the problem to Kate’s attention, and she responds by saying, “As business increases, one must keep up with the times and continually assess ways to do business better.” She asks you to help solve the problem by analyzing how similar businesses handle their service during lunch hour. You begin by selecting three fast-food restaurants similar to Greenhouse Market. You observe each restaurant during its lunch hour to determine its serving techniques. You also decide to determine the amount of time it takes for a customer to receive an order relative to Greenhouse Market. Presently, the average time it takes for a customer to receive an order at Greenhouse Market is 4.6 minutes. The following is a rough account of your observations.
The Lame Duck
● Limited menu selection
● Orders are taken using an electronic system that includes the customer’s number
● Customers pay immediately
● Customers pick up their orders after their numbers have been called and retrieve their own beverages
● Each sandwich maker is assigned a different task
● Four counter employees at four registers; three sandwich makers
● Average time a customer waits to receive an order: 2.7 minutes
Kimmie’s Kitchen
● Limited menu selection
● Order takers call out the menu item as the order is taken
● Tickets are used to inform sandwich makers of extras such as cheese, mayo, etc.
● Counter employees serve beverages
● Customers pay immediately
● Three sandwich makers make each sandwich in assembly-line fashion
● Customers wait at the counter to pick up their orders
● One counter employee at one register; three sandwich makers
● Average time a customer waits to receive an order: 2.3 minutes
Brooklyn New York Bagels
● Limited menu selection
● Tickets are used to record the menu selection; customers pay immediately
● Food and beverages are brought to the customer’s table
● Four employees are assigned different tasks: one takes the customer’s order, another makes the food, another delivers the order
● Average time a customer waits to receive an order: 3.5 minutes

Your Task.
Now it is up to you to sift through the data you have collected and draw conclusions. In a short memo report to Kate Lilly present your findings, discuss your conclusions, and make recommendations. You may want to present the data using visual aids, but you also realize you must emphasize the important findings by presenting them in an easy-to-read list