Statistics of Cafe Coffee Day
A Project on service time variation in Café coffee day
Structure
• Service time
• Project methodology
• Analysis
• Observation and recommendation
What do we sell?
• Experience
• Physical product
• Ambience
• Service
Quality of service depends on following aspects:
• Quality of customer and staff interaction
• Quality of complaint handling
• Optimum service time
Optimum service time
What is it?
For this project, we have taken it as the time interval between taking the order to the service of order at the table.
Is it important?
• Type of customer
• Time of the day
• Format of the outlet
• Time period between the orders is taken and the order is served
• Competition
Research methodology
• Data collection
• Sources of data
• Sampling
Sources of data and collection
Primary
• The primary data was collected by putting timing of order received and service timing on the KOTs of the respective order.
• Data collection was done for 22 days in the __________________________.
Secondary
• For secondary data, I referred to the websites of Café coffee day, Google, Wikipedia.
• Books Statistics for management (Levin & Rubin),Principles of retailing(J Fernie).
• Papers : Café coffee day and Barista, a comparative study, ASBM, Bhuvneswar.
Sampling
• Sampling was done randomly and 50 samples (KOTs) were taken daily.
• Extraneous effects were removed by removing or not choosing very large orders and very small order.
• All the orders were also noted with the time of delay due to factors other than considered.
Analysis
Statistical process control
Xbar chart
Rbar chart
Total quality management
Fishbone diagram
Pareto chart
X- bar chart
• Xbar charts are the control charts for process means. The control limits in X bar charts place bounds on the amount of variability we are willing to tolerate in our sample means. In X bar charts we have
• A
Structure
• Service time
• Project methodology
• Analysis
• Observation and recommendation
What do we sell?
• Experience
• Physical product
• Ambience
• Service
Quality of service depends on following aspects:
• Quality of customer and staff interaction
• Quality of complaint handling
• Optimum service time
Optimum service time
What is it?
For this project, we have taken it as the time interval between taking the order to the service of order at the table.
Is it important?
• Type of customer
• Time of the day
• Format of the outlet
• Time period between the orders is taken and the order is served
• Competition
Research methodology
• Data collection
• Sources of data
• Sampling
Sources of data and collection
Primary
• The primary data was collected by putting timing of order received and service timing on the KOTs of the respective order.
• Data collection was done for 22 days in the __________________________.
Secondary
• For secondary data, I referred to the websites of Café coffee day, Google, Wikipedia.
• Books Statistics for management (Levin & Rubin),Principles of retailing(J Fernie).
• Papers : Café coffee day and Barista, a comparative study, ASBM, Bhuvneswar.
Sampling
• Sampling was done randomly and 50 samples (KOTs) were taken daily.
• Extraneous effects were removed by removing or not choosing very large orders and very small order.
• All the orders were also noted with the time of delay due to factors other than considered.
Analysis
Statistical process control
Xbar chart
Rbar chart
Total quality management
Fishbone diagram
Pareto chart
X- bar chart
• Xbar charts are the control charts for process means. The control limits in X bar charts place bounds on the amount of variability we are willing to tolerate in our sample means. In X bar charts we have
• A