Chapter 9 - Case Freadilunch 1 Vacant Tables During the Freadilunch Restaurant "Rush Hours" Day Mon. -Wk. 1 Wk. 2 Wk. 3 Wk. 4 Tues. Wk. 1 Wk. 2 Wk. 3 Wk. 4 Wed. Wk. 1 Wk. 2 Wk. 3 Wk. 4 Thurs. Wk. 1 Wk. 2 Wk. 3 Wk. 4 Fri. Wk. 1 Wk. 2 Wk. 3 Wk. 4 Avg. Vacant Tables Grand Average Time 11:00 10 9 6 11 9 7 8 3 9 4 11 10 10 6 6 11 2 3 6 4 11:15 1 3 4 2 3 5 2 3 3 3 2 1 5 4 7 1 1 3 0 2 11:30 2 2 4 1 2 1 3 1 2 4 3 5 3 5 2 0 3 4 4 2 11:45 4 2 1 0 1 0 0 2 2 2 0 4 3 1 3 1 4 2 1 0 12:00 3 1 0 1 2 1 1 0 1 1 2 3 0 2 2 0 0 1 2 1 12:15 0 1 2 0 3 2 1 4 1 4 0 0 2 2 0 0 0 1 2 0 12:30 1 0 0 2 2 1 0 1 1 3 2 0 0 2 4 1 0 1 0 1 7.25 2.75 2.65 1.65 1.2 1.25 1.1 3.50 11:00 3.50 11:15 3.50 11:30 3.50 11:45 3.50 12:00 3.50 12:15 3.50 12:30 12:45 1:00 1 8 3 5 4 3 2 7 3 2 5 0 2 4 3 1 3 5 3 1 2 7 1 8 5 8 4 3 7 1 1 7 1 2 3 2 0 0 2 0 2.75 1:15 2 3 3 5 4 3 5 6 4 3 5 6 2 3 3 2 2 3 3 2 3.7 3.45 3.50 3.50 12:45 1:00 3.50 1:15 1:30 1:45 6 5 4 4 3 6 5 3 3 7 6 6 2 9 4 8 3 7 6 6 2 9 4 8 7 5 3 6 1 6 4 8 7 5 3 6 1 6 4 8 3.9 2:00 9 7 8 6 10 7 11 8 7 2 6 9 12 8 4 6 9 7 8 6 6.4 7.5 3.50 3.50 1:30 1:45 3.50 2:00 Avg- #DIV/0! Average Vacant Tables by Time 8 7 6 5 Average Vacant Tables Avg. Va Grand A 4 3 2 1 0 11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45 1:00 Time 1:15 1:30 1:45 2:00 45 Avg. Vacant Tables Grand Average 2:00 Raw data Freadilunch Case - Sheet 2 Checksheet Data for Customer Concerns During the Readilunch Restaurant "Rush Hours" Day Mon. Take-out probs. Long table wait Inefficient service Surly waiters Long lines 11:00 2 0 1 0 0 11:30 4 5 4 3 4 12:00 3 7 5 5 6 12:30 5 6 6 4 7 1:00 4 3 4 5 4 1:30 1 2 5 3 2 2:00 2 1 3 5 1 Tues. Take-out probs. Long table wait Inefficient service Surly waiters Long lines 1 3 2 1 0 3 5 2 3 4 6 6 4 7 6 7 4 3 4 5 3 3 2 3 4 4 2 2 5 2 1 3 1 3 1 Wed. Take-out probs. Long table wait Inefficient service Surly waiters Long lines 1 2 0 2 0 1 3 2 1 4 4 7 2 2 5 5 5 0 3 6 3 3 2 1 4 1 1 3 5 2 2 2 4 3 1 Thur. Take-out probs. Long table wait Inefficient service Surly waiters Long lines 1 0 2 1 0 3 6 3 2 3 2 4 4 3 6 4 5 3 3 5 3 3 2 2 3 2 2 2 4 2 0 1 1 3 1 Fri. Take-out probs. Long table wait Inefficient service Surly waiters Long lines 1 2 2 1 1 1 3 2 2 7 4 5 6 2 6 0 8 2 1 8 1 4 2 2 4 3 3 3 1 3 1 2 4 2 1 26 80 117 109 74 65 49 11:00 6 7 7 5 1 11:30 12 22 13 11 22 12:00 19 29 21 19 29 12:30 21 28 14 15 31 1:00 14 16 12 13 19 1:30 11 10 15 18 11 2:00 6 9 13 16 5 26 80 117 109 74 65 49 Totals by time Summary Take-out probs. Long table wait Inefficient service Surly waiters Long lines Totals by time Page 1 Raw data Take-out probs. Long table wait Inefficient service Surly waiters Long lines Mon 21 24 28 25 24 Tues 25 26 16 26 22 Wed. 17 23 13 17 22 Thur. 15 21 17 18 20 Fri. 11 27 21 11 30 Totals by Day 122 115 92 91 100 Page 2 520 Raw data Total 21 24 28 25 24 122 25 26 16 26 22 115 17 23 13 17 22 92 15 21 17 18 20 91 11 27 21 11 30 100 520 Pareto Analysis Data Total 89 121 95 97 118 Long table wait 121 520 Totals by Day Long lines 118 Mon 122 Surly waiters 97 Tues 115 Page 3 Inefficient service 95 Fri. 100 Raw data Page 4 Raw data Take-out probs. 89 Wed. 92 Thur. 91 Page 5 Raw data Page 6 Graphs 140 120 Num be r of Com plaints 100 80 Take-out probs. 60 Ineffic ient servic e 40 Surly waiters 20 Long lines Long table wait Totals by time 0 11:00 11:30 12:00 12:30 1:00 1:30 2:00 Tim e (Half Hours) 140 120 Num ber of Com plaints 100 80 Row 48 60 40 20 0 Long table w ait Long lines Surly w aiters Caus e Page 7 Inefficient service Take-out probs. Graphs -out probs. g table wait c ient ce y waiters s by time g lines 130 120 110 100 Total 90 Com paints 80 70 60 50 40 30 20 10 0 Mon Totals by Day Tues Fri. Wed. Day Row 48 Page 8 Thur. Graphs Totals by Day Page 9