A system study on Beeffalo Restaurant

Date of Publication

2016

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Industrial Engineering

College

Gokongwei College of Engineering

Department/Unit

Industrial and Systems Engineering

Thesis Adviser

Richard C. Li

Defense Panel Chair

Bryan O. Gobaco

Defense Panel Member

Charlle Sy

Abstract/Summary

In service, specifically restaurants, there are many factors to consider when it comes to customer satisfaction. This include quality of food, waiting time of customers, appearance and ambiance of the place, and many more. For internal factors, this included kitchen inventory, process times, worker satisfaction, and profitability. This study is focused on Beefalo Restaurant and applying tools to identify the problems of their system and how to solve them. Customer expectations was heavily considered as surveys were given out to them before proceeding with finding the main problem and solving them. Using the WOT-SURG analysis, it was found out that the waiting time of customers held the highest weight among their weaknesses. The root causes of that problem were attained using the fishbone diagram. After brainstorming, several solutions were made to be able to reach the standard of both customers and the management. The Kepner Tregoe decision analysis (KTDA) was used to find and analyze the best solutions on solving the problem. After the implementation, another time study was done to measure the new set of waiting time that the customers experience. The results of this study showed improvement in customer waiting time leading to higher customer satisfaction.

Abstract Format

html

Language

English

Format

Print

Accession Number

TU17398

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

Physical Description

257 leaves : illustrations (some color) ; 29 cm.

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