final senior design (12-09-15)

Financial Operations Review - Confidential 1

Senior Capstone Design Project:Food Court Throughput

Jaime Karpel B.S. Industrial EngineeringGabriel Zimeri B.S Industrial Engineering

December 2015


Background

General Medical and Surgical Hospital

Founded in 1949, located in Miami Beach

Also a teaching hospital

Ranked #12 in Florida

Project Manager: Emily Forcke


Project Goals

On this project we focused on the main cafeteria in 3 key areas:

Staffing to Demand – right type and amount of staff, on the right areas, at the right times

Station Throughput – reducing delay and queue times at the each station including cashiers

Increase Customer Satisfaction – quality service improvement and reduce overall costs of the cafeteria


Opportunity Statement

“Current perceptions of the cafeteria are not up to the expectations. Customer satisfaction, turnaround time

for food retrieval, payment of meals, and overall environment are in need of improvement”


Focus Points

Salad

Bar

Deli

Hot Fo

ods

Grill

Cashier

s


Cafeteria – Peak Lunch Hours


IE Tools

Time Studies

Facility Planning

Quality Control Statistical Analysis

Spaghetti Maps

DMAIC


Time Studies


Throughput at Each Station

Sample Size Time in Line

Waiting for Food & cashier

timeTotal

Salad Bar 9 20 sec 1.5 min 2 min

Deli 47 3.5 min 3.5 min 7 min

Hot Foods 36 3 min 1 min 4 min

Cashiers 227 50 sec 25 sec 1min 15 sec

Observations Conducted:• 10/19 10/20, 10/21, 10/22• 11/9, 11/11


Facility Planning

Poor overall layout in the seating area

Table sizes from 3 up to 6 people

Gathered and analyzed data from customers using seats and tables

Find overall utilization of seats in order to maximize space


Seating Area Table Utilization

Overall Utilization of Seats: 57% 4 person table: 53% 5 person table: 48% 6 person table: 75%

1 2 3 1 2 3 4 1 2 3 4 1 2 3 4 5 63 Seats 4 Seats 5 Seats 6 Seats

0%

10%

20%

30%

40%

50%

60%

70%

80%

67%

40%

57%

Frequency of # of Customers per Table by Table Size

N = 12 N = 97 N = 28 N = 19


Seating Area Analysis

1 2 3 4 5 6 70%

5%

10%

15%

20%

25%

30%

35%

40%

45%

23%

39%

20%

10%

3% 3%1%

Frequency of Customers per Table

Customers per tableN = 163, over 3 days


Quality Control

Critical to quality and critical to customers

Menus and specials published inside the cafeteria do not match the ones outside and online

Long, hard to read and no price specification

Come up with a new menu design in order to improve overall quality


Quality Control


Cashier Staff Analysis

Performed time studies at cashier stations

Gather data regarding transactions duration based on three payment methods• Cash• Credit Card• Employee’s Badge

Counted amount of costumers per payment method

Determine the optimal number of cashiers needed per fifteen minute intervals during peak lunch hours


Cashier Staff AnalysisCustomer CASH Customer CREDIT CARD Customer BADGE EMPLOYEE 0.5 EMPLOYEE 0.27 EMPLOYEE 0.10EMPLOYEE 0.17 VISITOR 0.2 EMPLOYEE 0.16EMPLOYEE 0.33 EMPLOYEE 0.4 EMPLOYEE 0.17EMPLOYEE 0.32 VISITOR 0.28 EMPLOYEE 0.18VISITOR 0.27 EMPLOYEE 0.2 EMPLOYEE 0.10VISITOR 0.39 EMPLOYEE 0.18 EMPLOYEE 0.09EMPLOYEE 0.25 EMPLOYEE 0.18 EMPLOYEE 0.15EMPLOYEE 0.19 EMPLOYEE 0.25 EMPLOYEE 0.10EMPLOYEE 0.29 EMPLOYEE 0.26 EMPLOYEE 0.16EMPLOYEE 0.36 EMPLOYEE 0.27 EMPLOYEE 0.10EMPLOYEE 0.45 EMPLOYEE 0.19 EMPLOYEE 0.13EMPLOYEE 0.25 EMPLOYEE 0.3 EMPLOYEE 0.12EMPLOYEE 0.43 EMPLOYEE 0.29 EMPLOYEE 0.10EMPLOYEE 0.37 VISITOR 0.5 EMPLOYEE 0.15VISITOR 0.32 EMPLOYEE 0.2 EMPLOYEE 0.07EMPLOYEE 0.2 EMPLOYEE 0.26 EMPLOYEE 0.10EMPLOYEE 0.28 EMPLOYEE 0.4 EMPLOYEE 0.15EMPLOYEE 0.49 EMPLOYEE 0.25 EMPLOYEE 0.15EMPLOYEE 0.22 EMPLOYEE 0.24 EMPLOYEE 0.16VISITOR 0.45 EMPLOYEE 0.38 EMPLOYEE 0.12EMPLOYEE 0.26 EMPLOYEE 0.43 EMPLOYEE 0.14VISITOR 0.4 EMPLOYEE 0.2VISITOR 0.45 EMPLOYEE 0.2VISITOR 0.43 VISITOR 0.35EMPLOYEE 0.2 VISITOR 0.41EMPLOYEE 0.2 VISITOR 0.32

VISITOR 0.22 EMPLOYEE 0.33EMPLOYEE 0.3VISITOR 0.35EMPLOYEE 0.45

TOTAL EMPLOYEES AVERAGE TIME TOTAL EMPLOYEES AVERAGE TIME TOTAL EMPLOYEES AVERAGE TIME21 0.33 21 0.29 21 0.13

TOTAL VISITORS TOTAL VISITORS 8 6



CASH CREDIT CARD BADGE 0.00

0.05

0.10

0.15

0.20

0.25

0.30

0.3533 sec

29 sec

13 sec

Average time at Cashier

seco

nds

N = 126, over 2 days

39 employees32 employees13 visitor

30 employees12 visitor



A customer spends an average of 25 seconds at the cashier or 0.42 min

August 2015

Hour of Day Time Increment 15min

Avg. Total customers

Avg. Cust. Per Increment Per day

Demand of work Time(min)

Cashiers Needed


Population Analysis

Visitor Office Employee Nurse/Physician0

50

100

150

200

250

300

350

121

216

297

Count on population

N =634, over 2 days


Population Distribution


Spaghetti Map

What is it? Method that uses a continuous

line to trace the path of a particular object or person throughout a process.

Purpose To expose inefficient process

layouts, unnecessary travel distance between process steps and overall process waste

Cashier

deli

Hot foods

Salad bar

grill

Nurse Example


Spaghetti Maps


Spaghetti Map of Customer Experience

4%

96%

Food Court Customer Experience

EnablingWaste


General Recommendations

Re-locate salad/soup stations to centralized location to maximize self-service

Change set up and table sizes to maximize utilization of capacity

Distribute schedule for office employees, nurses and physicians per half hour intervals during peak lunch hours


Recommendations – per Station

Cashiers• Implement plastic bag holders at the end of cashier line• Implement results obtained in the cashier analysis

Grill• Eliminate cups for fries at burgers station since a container is used for

the same purpose• Sell chicken tenders by weight and not by units.

Deli• Provide cross training through staffing


Recommendations Implemented

Sample food plates were provided to reduce congestion in every station

Signs were improved along the cafeteria (font size, location)• Electronic Signs

– 42” electronic signs have been purchased– Content of each sign finalized with Marketing

• Existing signs – Create consistent design that is easy to follow

Re-locate trays – trays at each station

Including “Payroll Deduct” enrollment form with Orientation package


Cost Analysis


Questions?

final senior design (12-09-15)

Documents