Applying the learning curve theory
StudentOPS/571
May 22, 2013
Prof. Edwin Dávila-Aponte
Applying the learning curve theory
Grandfather Mario is ready to pass the baton of running his pizzeria to his only grandson. He will allow the young man to run the business for two months and evaluate his performance and allow him to demonstrate that he is worthy of inheriting the business. Mario prefers his traditional brick ovens, which produce unique crusts that he has patented. The recipe was developed throughout the years by his wife. Mario’s is located in a shopping mall.
Initial assessment
To analyze a process there have to be metrics. Metrics facilitates evaluation, setting a baseline against which to monitor performance and improvement. The grandson must define the key performance indicators for the operation of the pizzeria: quality, time, cost, quantity, satisfaction, value.
He knows through his MBA studies that Total Quality Management (TQM) is important for an organization’s success because it seeks to manage operations to excel in bringing the products and services important to the client. (Chase, 2006) It is important to deliver consistently what the client demands. A modern philosophy to achieve TQM is Six Sigma. It uses a “define, measure, analyze, improve, and control” cycle (DMAIC) in a systematic manner to achieve kaizen, or continuous improvement. The grandson will use this cycle to approach Mario’s business process analysis.
Applying Six Sigma to Mario’s Pizzeria
Using the standard Six Sigma approach, he will first define his customers and their priorities. In the restaurant business, he has observed that one important factor for the customer, in addition to quality of food, is speed of service. According to the simulation, groups of two and four customers come in and the waiting time is between seven and nine minutes He has observed the process for two weeks and has detected that many customers are bothered by the wait and leave,...