1. Plot the average number of empty tables on a runchart, computing the average

Question

1. Plot the average number of empty tables on a runchart, computing the average value (center line), but ignoring the control limits. What do these data show?

2. Use one or more of the seven Tools to come up with possible causes to explain customer dissatisfaction, based on the reasons described in the case.

3. Analyze the check sheet data above. What conclusions do you reach?

4. What do you recommend that Fred do to overcome these problems?

I'm not sure how to insert attachments so I just copied and pasted from excel. Sorry

Freadilunch 1

Chapter 9 - Case

Freadilunch 1

Vacant Tables Day During the Freadilunch Restaurant "Rush Hours" 11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45 1:00 1:15 1:30 1:45 2:00 Mon. -Wk. 1 10 1 2 4 3 0 1 1 8 2 6 5 9 Wk. 2 9 3 2 2 1 1 0 3 5 3 4 4 7 Wk. 3 6 4 4 1 0 2 0 4 3 3 3 6 8 Wk. 4 11 2 1 0 1 0 2 2 7 5 5 3 6 Tues. Wk. 1 9 3 2 1 2 3 2 3 2 4 3 7 10 Wk. 2 7 5 1 0 1 2 1 5 0 3 6 6 7 Wk. 3 8 2 3 0 1 1 0 2 4 5 2 9 11 Wk. 4 3 3 1 2 0 4 1 3 1 6 4 8 8 Wed. Wk. 1 9 3 2 2 1 1 1 3 5 4 3 7 7 Wk. 2 4 3 4 2 1 4 3 3 1 3 6 6 2 Wk. 3 11 2 3 0 2 0 2 2 7 5 2 9 6 Wk. 4 10 1 5 4 3 0 0 1 8 6 4 8 9 Thurs. Wk. 1 10 5 3 3 0 2 0 5 8 2 7 5 12 Wk. 2 6 4 5 1 2 2 2 4 3 3 3 6 8 Wk. 3 6 7 2 3 2 0 4 7 1 3 1 6 4 Wk. 4 11 1 0 1 0 0 1 1 7 2 4 8 6 Fri. Wk. 1 2 1 3 4 0 0 0 1 2 2 7 5 9 Wk. 2 3 3 4 2 1 1 1 3 2 3 3 6 7 Wk. 3 6 0 4 1 2 2 0 0 0 3 1 6 8 Wk. 4 4 2 2 0 1 0 1 2 0 2 4 8 6 Avg. Vacant Tables 7.25 2.75 2.65 1.65 1.2 1.25 1.1 2.75 3.7 3.45 3.9 6.4 7.5 Grand Average 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 3.50 Time 11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45 1:00 1:15 1:30 1:45 2:00 Freadilunch Case - Sheet 2 Checksheet Data for Customer Concerns During the Readilunch 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 Summary Pareto Analysis Data 11:00 11:30 12:00 12:30 1:00 1:30 2:00 Total Take-out probs. 6 12 19 21 14 11 6 89 Long table wait Long lines Surly waiters Inefficient service Take-out probs. Long table wait 7 22 29 28 16 10 9 121 121 118 97 95 89 Inefficient service 7 13 21 14 12 15 13 95 Surly waiters 5 11 19 15 13 18 16 97 Long lines 1 22 29 31 19 11 5 118 Totals by time 26 80 117 109 74 65 49 520 Mon Tues Fri. Wed. Thur. Totals by Day 122 115 100 92 91 Mon Tues Wed. Thur. Fri. Take-out probs. 21 25 17 15 11 Long table wait 24 26 23 21 27 Inefficient service 28 16 13 17 21 Surly waiters 25 26 17 18 11 Long lines 24 22 22 20 30 Totals by Day 122 115 92 91 100 520

Explanation / Answer

1.

Time 11:00 11:15 11:30 11:45 12:00 12:15 12:30 12:45 1:00 1:15 1:30 1:45 2:00 Avg. Vacant Tables 7.25 2.75 2.65 1.65 1.2 1.25 1.1 2.75 3.7 3.45 3.9 6.4 7.5 Centre line 3.5 3.5 3.5 3.5 3.5 3.5 3.5 3.5 3.5 3.5 3.5 3.5 3.5

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