Lesson 13 In an effort to increase customer satisfaction Joh

Lesson 13

In an effort to increase customer satisfaction, John and Mario of Mi Casa Front Porch Restaurant are looking for ways to improve their processes. There are two potential areas of focus, one is the waiting time for a table and the other is the waiting time for the food to be served once it is ordered. They need to determine if these processes are running according to the customer specifications. The mean time waiting for a table is 20 minutes with a standard deviation of 8.50 minutes. The customer specification of wait time for a table is 25 minutes +/- 2.0 minutes. The mean time for waiting for food to be served once it is ordered is 15 minutes with a standard deviation of 2.0 minutes. The customer specification limit is 18.5 minutes, +/- 3.0 minutes. Which process should John and Mario focus on?

a. Calculate process capability for both wait time for a table and wait time for food and determine which process Mi Casa Front Porch Restaurant leadership should focus on for process improvement. Support your conclusions.

Solution

mu = waiting time for a table = 20 and sigma = 8.5

customer specification = (23, 27)

mu1 = waiting time for food to be serviced 15 and std dev= 2

Customer spec = (15.5, 21.5)

As waiting time for food is 15 not falling in the interval (15.5, 21.5) John and Mario should focus on reducing the waiting time for the food to be served.

But this difference is small compared to the difference of mu. Hence priority should be to reduce the waiting time for customers for a table first and then once achieved that come to focus the waiting time to 15