To heighten the understanding of the current service system of Chipotle Mexican Grill, the objective of this project is to analyze one of the fastest consumer generative restaurants located on Yonge Street, downtown Toronto. The purpose of this study is to improve customer satisfaction of this restaurant by reducing the waiting time of the queue while keeping the operational cost at a minimum. In order to validify the experiment, data was collected for three consecutive days during peak lunch hours (12:00pm – 2:00pm) and dinner hours (6:00pm –
8:00pm). The conclusive results state that the current system has an arrival rate of 121 customers/hour and a service rate of 73 customers/hour for food time and 68 customers/hour for register time. Every customer must undergo two processes. The first process involves the customer to go through their food production line, in which the customer requests an order, then waits for their food to be ready. Upon receiving their food, the second process simply requires the customer to make a payment for their meal at the cash register. Through our observation, the waiting time in the queue gets longer when there is a customer who has made a customized or large order. Another time impediment is when a customer takes longer to pay at the cash register. For these reasons, recommended alternatives are: ● Add another cashier at the end of the queue. ● Implement a new method of taking orders, in which the customer will fill in a checklist of what they want to order and submit it at the start of the line, then wait at the cash register. This will ensure a smoothly flowing line. ● New store layout with two food service lines. Introduction: The first Chipotle Mexican Grill was incorporated in 1993 in Denver, Colorado, United States. The restaurant serves a menu of burritos, tacos, burrito bowls(a burrito without a bowl) and salads. Their mission is to show that food served fast does not have to be a “fast-food” experience. They are known for their fresh, high-quality raw ingredients, classic cooking techniques,and fine dining with a quick-service experience. As of December 2016, the Company managed its operations and restaurants based on 11 regions. There are a total of 2010 Chipotle restaurants that are mostly distributed throughout the United States, 26 of these restaurants are located outside of United States, with 11 in Canada, 6 in United Kingdom, 3 in France and 1 in Germany. For this project, the Chipotle Mexican Grill restaurant located in downtown Toronto at 323 Yonge Street, was chosen. The purpose was to observe the service system and the quality of service they provide to their customers. The intention of this project was to improve customer satisfaction by decreasing the waiting time in the queue while keeping the total cost of the system low. Using the observations, the waiting time of the queue, waiting time for the customer to be served, and the waiting time of the system were calculated. To improve the waiting time of the customer, three alternatives were proposed. Theoretical calculations of the proposed solutions will be made in order to theoretically determine the feasibility of the solutions. Cost analysis will …show more content…
They have an assembly line style of food prep that allows them to work quickly without placing too much stress or responsibility on the employees. It was noted during observations that they experience a high volume of incoming customers during peak hours. This causes a build up in the queue for ordering food. Some customers exit the store because the queue is too long and they overestimate the wait time for ordering food. This is an unnecessary loss of profit. The goal of this report was to find a way to reduce queue build up during peak hours in order to minimize lost customers.
Observational data was collected in order to establish an arrival rate and service rate during peak hours. Based on the data, calculations were computed as if the system ran during peak hours for the whole day. The calculations showed that the system would “explode” if the system was to be operational under these conditions. Some alternatives were proposed under the above conditions.
Alternative 1 was not necessary because there was not much beneficial change to
8:00pm). The conclusive results state that the current system has an arrival rate of 121 customers/hour and a service rate of 73 customers/hour for food time and 68 customers/hour for register time. Every customer must undergo two processes. The first process involves the customer to go through their food production line, in which the customer requests an order, then waits for their food to be ready. Upon receiving their food, the second process simply requires the customer to make a payment for their meal at the cash register. Through our observation, the waiting time in the queue gets longer when there is a customer who has made a customized or large order. Another time impediment is when a customer takes longer to pay at the cash register. For these reasons, recommended alternatives are: ● Add another cashier at the end of the queue. ● Implement a new method of taking orders, in which the customer will fill in a checklist of what they want to order and submit it at the start of the line, then wait at the cash register. This will ensure a smoothly flowing line. ● New store layout with two food service lines. Introduction: The first Chipotle Mexican Grill was incorporated in 1993 in Denver, Colorado, United States. The restaurant serves a menu of burritos, tacos, burrito bowls(a burrito without a bowl) and salads. Their mission is to show that food served fast does not have to be a “fast-food” experience. They are known for their fresh, high-quality raw ingredients, classic cooking techniques,and fine dining with a quick-service experience. As of December 2016, the Company managed its operations and restaurants based on 11 regions. There are a total of 2010 Chipotle restaurants that are mostly distributed throughout the United States, 26 of these restaurants are located outside of United States, with 11 in Canada, 6 in United Kingdom, 3 in France and 1 in Germany. For this project, the Chipotle Mexican Grill restaurant located in downtown Toronto at 323 Yonge Street, was chosen. The purpose was to observe the service system and the quality of service they provide to their customers. The intention of this project was to improve customer satisfaction by decreasing the waiting time in the queue while keeping the total cost of the system low. Using the observations, the waiting time of the queue, waiting time for the customer to be served, and the waiting time of the system were calculated. To improve the waiting time of the customer, three alternatives were proposed. Theoretical calculations of the proposed solutions will be made in order to theoretically determine the feasibility of the solutions. Cost analysis will …show more content…
They have an assembly line style of food prep that allows them to work quickly without placing too much stress or responsibility on the employees. It was noted during observations that they experience a high volume of incoming customers during peak hours. This causes a build up in the queue for ordering food. Some customers exit the store because the queue is too long and they overestimate the wait time for ordering food. This is an unnecessary loss of profit. The goal of this report was to find a way to reduce queue build up during peak hours in order to minimize lost customers.
Observational data was collected in order to establish an arrival rate and service rate during peak hours. Based on the data, calculations were computed as if the system ran during peak hours for the whole day. The calculations showed that the system would “explode” if the system was to be operational under these conditions. Some alternatives were proposed under the above conditions.
Alternative 1 was not necessary because there was not much beneficial change to