Lean Principles for a Service Company The management of Grill Rite Burger fast-f

Question

Lean Principles for a Service Company

The management of Grill Rite Burger fast-food franchise wants to provide hamburgers quickly to customers. It has been using a process by which precooked hamburgers are prepared and placed under hot lamps. These hamburgers are then sold to customers. In this process, every customer receives the same type of hamburger and dressing (ketchup, onions, mustard). If a customer wants something different, then a "special order" must be cooked to the customer's requirements. This requires the customer to wait several minutes, which often slows down the service line. Grill Rite has been receiving more and more special orders from customers, which has been slowing service down considerably.

a. The present Grill Rite service delivery system is an example of a (( PULL OR PUSH))?? system. Under this system, the customer wait time would be ((( SHORT OR LONG)?? only if the customer ordered a "standard" burger from the inventory.

b. Grill Rite should introduce a new system designed so that a custom order is introduced(( BEFORE OR AFTER?)) cooking. In this way, hamburgers are made to order without the use of ((( RAW MATERIALS, WORK IN PROCESS, FINISHED GOODS)))??? inventory.

Explanation / Answer

A. The present Grill Rite service delivery is an example of PULL system. Under this system, the customer wait time would be SHORT only if the customer ordered a "standard" burger from the inventory.

In the pull system production orders begin upon inventory reaching a certain level, while on the push system production begins based on demand.

B. Grill Rite should introduce a new system designed so that a custom order is introduced AFTER cooking. This way the hambergers are made without the use of inventory.

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