Coursera Operation Management of A Small Restaurant
Sensing the problem
• The business: Ayam Bahagia
• Ayam Bahagia is new in town. A traditional recipe with fast-
food serving style to introduce the market a new perspective of traditional food.
• In the fasting month, Ayam Bahagia always experience extreme peak during dinner time. Is an important month for restaurant business; the best month for marketing and approaching new customers. Not only the restaurant will be busy, catering orders for dinner time will increase. The problem is, no one can afford being late or not able to cope with a crowd that has been fasting for 16 hours; they are extremely hungry!
It is important to handle customers effeciently during this month to keep up the good reputation and Ayam Bahagia cannot afford any single mistake on this critical month.
Key dimension: Time
• The goal is to increase speed in serving meal to
customers during peak dinner hour at Ramadan (Fasting
Month)
• Performance measures:
• 1) Cooking flow time
• 2) Food prep flow time
• 3) Waiting times (after order, how long the customer
waited)
• Key Trade-off: more variety
What would success look like?
• During fasting month peak hour (6pm-8pm), one full
•
•
•
•
month
Target cooking time (5-8 minutes)
Target food prep time (1 minute)
Target customer waiting time (after order until food serve on table) 10 minutes
All while maintaining variety for customers
Defining the problem
• How can we help the kitchen to cook faster?
• How can we help the food preparation faster?
• Alternative #1: How might we reduce cooking and food
preparation activity time?
• Alternative #2: How might we reduce cooking and food preparation waiting times?
• Alternative #3: How might we reduce the percentage of customers complain of waiting too long?
The Customer’s Perspective
How much time does a customer spend on a visit to Ayam Bahagia?
3 minutes
Walk to Ayam Bahagia
Decision making 3 minutes
Fill out order
for
• The business: Ayam Bahagia
• Ayam Bahagia is new in town. A traditional recipe with fast-
food serving style to introduce the market a new perspective of traditional food.
• In the fasting month, Ayam Bahagia always experience extreme peak during dinner time. Is an important month for restaurant business; the best month for marketing and approaching new customers. Not only the restaurant will be busy, catering orders for dinner time will increase. The problem is, no one can afford being late or not able to cope with a crowd that has been fasting for 16 hours; they are extremely hungry!
It is important to handle customers effeciently during this month to keep up the good reputation and Ayam Bahagia cannot afford any single mistake on this critical month.
Key dimension: Time
• The goal is to increase speed in serving meal to
customers during peak dinner hour at Ramadan (Fasting
Month)
• Performance measures:
• 1) Cooking flow time
• 2) Food prep flow time
• 3) Waiting times (after order, how long the customer
waited)
• Key Trade-off: more variety
What would success look like?
• During fasting month peak hour (6pm-8pm), one full
•
•
•
•
month
Target cooking time (5-8 minutes)
Target food prep time (1 minute)
Target customer waiting time (after order until food serve on table) 10 minutes
All while maintaining variety for customers
Defining the problem
• How can we help the kitchen to cook faster?
• How can we help the food preparation faster?
• Alternative #1: How might we reduce cooking and food
preparation activity time?
• Alternative #2: How might we reduce cooking and food preparation waiting times?
• Alternative #3: How might we reduce the percentage of customers complain of waiting too long?
The Customer’s Perspective
How much time does a customer spend on a visit to Ayam Bahagia?
3 minutes
Walk to Ayam Bahagia
Decision making 3 minutes
Fill out order
for