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II.
Team Organization
III.
Project Background:
Ilars Kitchenette is a carenderia restaurant that is known for their
silogs and sizzling dishes. The top selling tapsilog and pork sisig will make you
an everyday diner at Ilars. Also, Ilars is famous to UST students because of
their affordable prices ranging from 50 to 80 pesos. This comes with a free drink
and free extra rice for students. You can access the three branches of Ilars, one
in Piy Margal St., Jhocson St., and the other in Lacson.
Being one of Ilars customers, we students have experienced good and
bad qualities of the restaurant as well. As for the quality management is
concerned, the researchers are focusing on processes that can be improved by
using techniques that we have learned in Industrial Quality and Control. The
group hasdecided to work on two perspectives: the customers and the service
crew itself. The study will revolve around the quality of food the customers
receive and the quality of service they have been experienced. Also, the group is
aiming for the service crews standpoint on how they render services. The
researchers are also making improvements on some factors such as food waste.
Through the help of some IQC tools, the group is able to identify some
of the problems and propose a solution to solve them.
Here is the SIPOC of Ilars. Through this tool the researchers will understand
better the process in providing food.
This is the FPD of Ilars. The group focused on food deployment because this
is where the bottleneck takes place. Foods are being deployed one by one
because the silogs (pre-cooked meals which are ready to be plated) are
deployed earlier than the sizzling (cooked in sizzling plates), which requires more
time to cook.
3. Affinity Diagram
Unsatisfied Customers of Ilars Kitchenette
Quality
Food is cold
Food waits
and therefore
it affects the
taste.
Food is
sometimes
undercooked
Delivery
Dining experience
Orders do not
arrive at the
table at the
same time
Makes the
food cold
Some orders
take a long
time to be
delivered
Lack of
synchronizati
on in
deployment
of orders
Customers
wait for a long
time to be
seated
Wasted food
Many wasted
free rice.
Not all eats
the free extra
rice.
IV.
Problem Statement
Control Chart
Time
11:00AM
11:30AM
12:00NN
12:30PM
1:00PM
X1
X2
9.75
10
10.2
10.2
9.75
X3
9.75
10.25
10.5
10.4
10
Computation:
10.25
10.5
9.75
10.1
10
Average
Range
9.92
0.50
10.25
0.50
10.15
0.75
10.23
0.30
9.92
0.25
10.09
0.46
X Chart
10.80
10.60
10.40
10.20
10.00
9.80
9.60
9.40
9.20
9.00
1
Central Limit
4
Lower Control Limit
5
Data
Time
11:00AM
11:30AM
12:00NN
12:30PM
1:00PM
Range
0.50
0.50
0.75
0.30
0.25
Computation:
LCL
UCL
(Range)
(Range)
0.00
1.18
0.00
1.18
0.00
1.18
0.00
1.18
0.00
1.18
R Chart
1.4
1.2
1
0.8
0.6
0.4
0.2
0
1
2
Range
4
Lower Class Limit
5
Data
Xbar = 10.56
P(Z<2.02) = 98%
Therefore, 98% of the time, Ilars serve the food well (below 10 minutes).
However, the researcher aims to lessen this waiting time of 10 minutes.
Problem #3: Lengthy waiting time.
Unsynchronized
Deployment
Late
Consumption
Frequency
Weather is Cold
(Ambient
Temperature)
Pareto Diagram
Others
V.
Objectives:
1. To deliver food at 165 F for silogs and 390 F for sizzling.
*Pre cooked food (silogs) are cold when served.
2. To reduce food waste (excess extra rice) by 100%.
*Voluntary giving of free extra rice in every customer leads to food
waste.
3. To reduce customer waiting time by at least 20%.
*Average waiting time is 10 minutes.
VI.
Recommended Solutions
DECISION MATRIX
-Solution for re-heating or keeping precooked meals (silogs) above 135 F.
COST (5)
RESULT
PROBABILITY
TOTAL
IMPACT(15)
SUCCESS (10)
POINTS
90
SOLUTION A
High
High
High
Food Warmers
3x5=15
3x15=45
3x10=30
SOLUTION B
Low
Medium
Medium
Microwave
1x5=5
2x15=30
2x10=20
SOLUTION C
Medium
Low
Medium
Heat Lamp
2x5=10
1x15=15
2x10=20
10
55
45
SOLUTION #1
*Sizzling meals are always above 390 F because it is the standard
temperature in order to make the sizzling sound. Every meal are cooked and
served on the sizzling plate.
According to the USDA's rules regarding food-safe temperatures, all
cooked foods should be held at a minimum of 135 degrees Fahrenheit after
cooking. Temperatures at or above this level have been scientifically proven to
eliminate the growth of bacteria that cause foodborne illnesses. In order to make
the food safe and warm for human consumption, the group proposed a firewarmed type food warmer; these are the warmers that use steam as source of
heat.
denatured alcohol. This can last for hours depending on the usage. This kind of
food
warmer
is
durable
and
made
of
stainless
Source: http://www.ehow.com/facts_5825763_food-warmer_.html
11
steel.
SOLUTION #2
SIPOC (Future State)
Supplier
Market
Gas
Company
Electric
Company
Water
Company
Equipment
Store
Input
Waiter/
Server
Cook
Rice
Fish
Pork
Beef
Vegetable
Oil
Seasoning
Sauce
Gasoline
Output
LPG
Water
Electricity
Plastic
Cups
Spoons
Forks
Plates
Tooth
Pick
Cooking
Equipmen
t
Canister
Tissue
Paper
Rice
Jug
Food
Warmer
s
12
Food
Services
Customer
Employees
Students
Professors
Residents
New Process
13
SOLUTION #3
The researchers have found out that it takes about 2 minutes to heat a
sizzling plate. The team proposed that during peak hours, 11:00AM 1:00PM
and 5:00PM 7:00PM, the staff should pre-heat the sizzling plates to eliminate
the delay caused by heating. Pre-heating the sizzling plates will make the cycle
time of cooking faster by 20%.
The group also proposed the use of the readily available landline
telephones; to easily coordinate with the other branch located one street away.
14
Through this the management can maximize their capacity and increase their
profit by properly allocating and accommodating the waiting customers of each
branch.
VII.
CASH
OUTFLOW
QUANTITY
AMOUNT
EXPENSES
SUBTOTAL
Warmers
1,500
6,000
6,000
"Rice Jug"
270
270
270
Food
Total
b. Gantt Chart
15
P6, 270