Ops-571 Applying the Learning Theory Week 2

Topics: Learning curve, Total quality management, Customer service Pages: 3 (920 words) Published: January 10, 2011
Applying the Learning Curve Process
Jennifer Taylor
OPS-571 Operations Management
October 27, 2010
Dr. Stephens, EdD

Applying the Learning Curve Theory
The Pizza Store Simulation provides an opportunity to manage the factors that affect wait time at Mario’s while shortening the learning curve. The measurements of critical to quality characteristics (CTQ’s) can determine defects, and improve the process through modifications until an acceptable wait time is reached. Success is achieved when a balance between the gains available through utilization of new resources offset the costs to implement. Alternatives to the process can also be tested through use of the learning curve to include menu changes, promotion of take out or delivery business, and a buffet style service during peak hours. The goal for Mario’s is to reduce wait time, increase profitability, improvement of the overall customer experience. Wait time CTQ’s

Four elements that impact wait time are: “customer population, waiting line, service system, and the priority rules to determine which customer to serve next.” (UOP, 2010) Studies of wait times by researchers conclude wait times “longer than 5.3 minutes is unsatisfactory” for stage one or the greeting of a customer. (Johye, 2005) The stages are identified in Figure 1 and results in Figure 2.

(Johye, 2005)
The simulation provides a baseline of wait times that average 11 minutes. These lie far above the upper tolerance level for this simulation, as well as, for those in Figures 1 and 2 research. Figure 2.1 Mario's Pizza Restaurant Wait Time Control Chart

Figure 2.2 Mario's Pizza Restaurant Wait Time Control Chart of CTQ Elements

The CTQ variables are the number of tables, the wait and kitchen staffing rate, and the number of ovens. Alternative variables are the menu options, the type of service; sit down, take out, delivery or a buffet option during peak hours of business. With 14 tables for 4 and 0 tables for 2...

References: Chase, R. B., Jacobs, F. R., & Aquilano, N. J. (2006) Operations management for competitive advantage (11th ed). New York: McGraw Hill/Irwin.
Johye, H., & Lambert, C. (2005). Customers ' Identification of Acceptable Waiting Times in a Multi-Stage Restaurant System. Journal of Foodservice Business Research, 8(1), 3. Retrieved from MasterFILE Premier database.
Klara, R. (2005). WAIT A MINUTE!. Restaurant Business, 104(6), 20. Retrieved from MasterFILE Premier database.
University of Phoenix. (2010). Pizza Store Lay Out Simulation., OPS-571
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