sheet 2
| | | | | | | | | |
| | | | Checksheet Data for Customer Concerns | |
| | | | During the Freadilunch Restaurant "Rush Hours" | |
| Day | | | | | | | | |
| | | | | | | | | |
| Mon. | 11:00 | 11:30 | 12:00 | 12:30 | 1:00 | 1:30 | 2:00 | Total |
| Take-out probs. | 2 | 4 | 3 | 5 | 4 | 1 | 2 | 21 |
| Long table wait | 0 | 5 | 7 | 6 | 3 | 2 | 1 | 24 |
| Inefficient service | 1 | 4 | 5 | 6 | 4 | 5 | 3 | 28 |
| Surly waiters | 0 | 3 | 5 | 4 | 5 | 3 | 5 | 25 |
| Long lines | 0 | 4 | 6 | 7 | 4 | 2 | 1 | 24 |
| | | | | | | | | 122 |
| Tues. | | | | | | | | |
| Take-out probs. | 1 | 3 | 6 | 7 | 3 | 4 | 1 | 25 |
| Long table wait | 3 | 5 | 6 | 4 | 3 | 2 | 3 | 26 |
| Inefficient service | 2 | 2 | 4 | 3 | 2 | 2 | 1 | 16 |
| Surly waiters | 1 | 3 | 7 | 4 | 3 | 5 | 3 | 26 |
| Long lines | 0 | 4 | 6 | 5 | 4 | 2 | 1 | 22 |
| | | | | | | | | 115 |
| Wed. | | | | | | | | |
| Take-out probs. | 1 | 1 | 4 | 5 | 3 | 1 | 2 | 17 |
| Long table wait | 2 | 3 | 7 | 5 | 3 | 1 | 2 | 23 |
| Inefficient service | 0 | 2 | 2 | 0 | 2 | 3 | 4 | 13 |
| Surly waiters | 2 | 1 | 2 | 3 | 1 | 5 | 3 | 17 |
| Long lines | 0 | 4 | 5 | 6 | 4 | 2 | 1 | 22 |
| | | | | | | | | 92 |
| Thur. | | | | | | | | |
| Take-out probs. | 1 | 3 | 2 | 4 | 3 | 2 | 0 | 15 |
| Long table wait | 0 | 6 | 4 | 5 | 3 | 2 | 1 | 21 |
| Inefficient service | 2 | 3 | 4 | 3 | 2 | 2 | 1 | 17 |
| Surly waiters | 1 | 2 | 3 | 3 | 2 | 4 | 3 | 18 |
| Long lines | 0 | 3 | 6 | 5 | 3 | 2 | 1 | 20 |
| | | | | | | | | 91 |
| Fri. | | | | | | | | |
| Take-out probs. | 1 | 1 | 4 | 0 | 1 | 3 | 1 | 11 |
| Long table wait | 2 | 3 | 5 | 8 | 4 | 3 | 2 | 27 |
| Inefficient service | 2 | 2 | 6 | 2 | 2 | 3 | 4 | 21 |
| Surly waiters | 1 | 2 | 2 | 1 | 2 | 1 | 2 | 11 |
| Long lines | 1 | 7 | 6 | 8 | 4 | 3 | 1 | 30 |
| | | | | | | | | 100 |
| Totals by time | 26 | 80 | 117 | 109 | 74 | 65 | 49 520 | |
Discussion Questions 1. Construct a Pareto diagram for the causes of 2. Select the top three sources of patient dissatisfaction 3. Propose some process improvements to the flow harts in Figure 9.28 and develop redesigned pro- cesses along with new flowcharts. How will your suggestions address the sources of dissatisfaction in dissatisfaction. What conclusions do you reach? and propose cause-and-effect diagrams for the pos Table 9.6? sible reasons behind them FREADILUNCH RESTAURANT Fred Read, the owner of the Freadilunch (pronounced most significant. (Data for the check sheet information Freddylunch) Restaurant, a suburban, quick service gathered for "Vacant Tables" and for "Customer Con restaurant, was concerned about the loss of several reg cers" can be found in the Freadilunch 1 and Freadi ular customers. He measured the number of empty nch 2 tabs in the Excel workbook Co9Data.xisx on lunch tables from 11 AM. until 2 PM, over a four- the Student Companion Site.) week period. To better understand the reasons for the loss of customers,g lnes, and dissatisfied patrons, Discussion Questions Fred talked to several regular customers. He found that . Plot the average number of empty tables on a run they liked the food and atmosphere of the restaurant, chart, computing the average value (center line), but but felt that there were opportunities for improvement based on the lack of capability to quickly handle take 2Use one or more of the seven Tools to come up with out orders (they had to be phoned in, not faxed), exces possible causes to explain customer dissatisfaction, sive time spent waiting for tables, inefficient service surly waiters on certain days, and long lines at the . Analyze the check sheet data on the Student cash register. He puzzled over how to sort out possible Companion Site for this chapter. What conclusions causes that led to these perceived problems. Fred also decided to design a check sheet to systematically gather 4. What do you recommend that Fred do to overcome data and determine which of these problems were the these problems? ignoring the control limits. What do these data show? based on the reasons described in the case, do you reach? Discussion Questions 1. Construct a Pareto diagram for the causes of 2. Select the top three sources of patient dissatisfaction 3. Propose some process improvements to the flow harts in Figure 9.28 and develop redesigned pro- cesses along with new flowcharts. How will your suggestions address the sources of dissatisfaction in dissatisfaction. What conclusions do you reach? and propose cause-and-effect diagrams for the pos Table 9.6? sible reasons behind them FREADILUNCH RESTAURANT Fred Read, the owner of the Freadilunch (pronounced most significant. (Data for the check sheet information Freddylunch) Restaurant, a suburban, quick service gathered for "Vacant Tables" and for "Customer Con restaurant, was concerned about the loss of several reg cers" can be found in the Freadilunch 1 and Freadi ular customers. He measured the number of empty nch 2 tabs in the Excel workbook Co9Data.xisx on lunch tables from 11 AM. until 2 PM, over a four- the Student Companion Site.) week period. To better understand the reasons for the loss of customers,g lnes, and dissatisfied patrons, Discussion Questions Fred talked to several regular customers. He found that . Plot the average number of empty tables on a run they liked the food and atmosphere of the restaurant, chart, computing the average value (center line), but but felt that there were opportunities for improvement based on the lack of capability to quickly handle take 2Use one or more of the seven Tools to come up with out orders (they had to be phoned in, not faxed), exces possible causes to explain customer dissatisfaction, sive time spent waiting for tables, inefficient service surly waiters on certain days, and long lines at the . Analyze the check sheet data on the Student cash register. He puzzled over how to sort out possible Companion Site for this chapter. What conclusions causes that led to these perceived problems. Fred also decided to design a check sheet to systematically gather 4. What do you recommend that Fred do to overcome data and determine which of these problems were the these problems? ignoring the control limits. What do these data show? based on the reasons described in the case, do you reach
