to: Mario’s Pizzeria
from: Hisa Anenokoji
subject: Operations Process
date: [ 10/11/2011 ]
cc: Marcus Anthony
Purpose and Scope of Document
To review the major points of observation in the operations process at Mario’s Pizzeria to better enhance service, shorten the queue and increase profitability.
Summary of the Situation
In mall based pizza establishments, such as Mario’s, groups of two to four people are arriving at very short intervals creating a queue that pushes the tolerance of the consumers’ patience. If adjustments can’t be made in regards to certain criteria as identified, profits will be lost.
Key Points Relating to the Situation
* Operating characteristics such as the amount of people waiting in line, how many people are in the restaurant, the amount of time spent waiting in line, total time spent in the restaurant, and how well the operation of the establishment runs in regards to being effective with supply and demand.
* One of the methods included in Six Sigma’s Method is DMAIC. Meaning Define, Measure, Analyze, Improve and Control respectively. The process is to find out what the problem is, measure how it is currently being performed, evaluate what the defects are that are causing the problems, improve on the findings and determine how to maintain control of the new process.
In Mario’s specific situation it seems that arranging the tables in a 60/40 split to accommodate parties of two and four people respectively would greatly improve the utilization of the available space. It also helps to shorten the wait time in line because there is a place for them to be. However it does not seem to be helpful to increase the amount of staff because in going through the learning curve of trying it out a few times, more staff were just underutilized. Another factor to consider was the efficiency of the ovens to produce the goods at an efficient rate. The plax ovens, though not as authentic as...