this is the first part of my measure stage

Measurement is a key transitional step on Six Sigma Road, one that helps the project team refined the problem and being the search for root causes which will be the objective of Analyze step in DMAIC. Therefore, the project team needs to validate problem/process, refine problem/goal, and measure key steps/input. I actually went down to a restaurant in Singapore for a lunch (flow chart appendix 1). I was pleased the restaurant offered samples to guests who were waiting, (a Six Sigma value add) but as we stood overlooking the dining room floor, I saw several tables were empty inside but there were no sufficient staff to attend the customers queuing up outside, many of them left unattended for more than 15 minutes (a waste and defect). I started to measure the time between a guest leaving to when staff attending the customers, to when another guest was seated. I couldn't help but think, 'how is it that this many tables are empty? The restaurant has customers waiting in excess of 30 minutes, but there are empty tables capable of seating up to eight.' There was lack of staff to manage both sides of the restaurant inside and outside of the restaurants. There were only 2 staffs who were serving the food to the customers and the manager was busy packing online orders and settling the payments of the customers. While I measured the long wait time inefficiency, several people left the restaurant. I witnessed a first-time guest ask a staff about the long wait times. The response, "Friday nights aren't a good night to visit," shocked me. The response implied that the restaurant was incapable of seating guests in a timely manner, and it potentially alienated a customer from ever attending the restaurant again. Although I made the reservation through their online app but I still had to wait for more than 15 minutes to be seated and once I was seated, I looked through the menu using the restaurant's app, as well as the option to order ahead. There was not much information about the food on the app like, there were no ingredients information and the image on the app was so blurry.(Both value adds, but the lack of customer-focused communication created another defect).

just need to explain stage 3 analyse on long queue restaurant. the main problem is long queue ( justify with detailed process map, root cause analysis and statistical analysis.