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Using the DMAIC methodology and quality tools a Latin Restaurant were assessed to improve customer service. In the analysis of VOC it was determined that the number one complaint was delivering customer cold meals. According to literature review an important factor of quality service in a restaurant is delivering meals to a proper temperature. The average waiting to deliver meals order to a customer was 49.07 minutes with a standard deviation of 21.37. The average time to complete a meal in one order was 18.71 minutes. On average the first meal of an order waited 5 minutes. The process flow for delivery the food orders was analyzed. Furthermore, the problem was analyzed using a cause and effect and 5S tool. Multiple factors that delay the delivery of the meals were identified. Among them, the space in the kitchen, the availability of tools and to prepare the meals, distribution of tasks between the cooks, the temperature of the place where dishes are placed ready to deliver among others. To reduce customer complaints some improvement were suggests.
Author(s):
Grabiel Melo-Figueroa
Industrial Engineering
Polytechnic University of Puerto Rico
United States
Juan M Fernandez
Industrial Engineering
Polytechnic University of Puerto Rico
United States
Ricardo Davila
Industrial Engineering
Polytechnic University of Puerto Rico
United States
Maria M Garcia-Sandoval
Industrial Engineering
Polytechnic University of Puerto Rico
Puerto Rico