Sonnies Gourmet Sandwich

Cafe
Allison Davis and Taylor Aguilar
Popular new casual restaurant
Located in an outdoor shopping center
Prime lunchtime hours are 11:30 AM - 1:30 PM
Menu:
o 9 standard sandwiches
o Build your own sandwich option
o Side of chips or 4 types of salads
Background Info
Service Process Matrix
Part 1: Order Placement Process
1. Customer enters cafe
2. Employee greets customer and fills out two part paper
order form
3. Employee gives top part of order form to customer and
gives bottom part to the next employee
4. Greeter employee fills beverage order
5. Customer walks to cashier and pays
6. Customer waits for order
Blueprint 1 - Order Placement

Part 2: Order Fulfillment Process
1. First employee puts side on the plate
2. First employee assembles bread, meat and cheese
3. Second employee adds topping and sauces
4. Second employee slices the sandwich
5. Third employee checks for accuracy
6. Third employee moves sandwich to pick-up area, calls customer

Blueprint 2 - Order Fulfillment
Current Rate of Service
Start Order Time
Custom Sandwich = 80 seconds
Standard Sandwich = 60
seconds

Average Start Order Time
80 seconds + 60 seconds =70 seconds
2
Entire Service Time
Custom Sandwich = 415 seconds
Standard Sandwich = 395 seconds
Average Entire Service Time
415 seconds + 395 seconds = 405 seconds
2

Customer Orders Started
3600 seconds per hour = 51 customers
70 seconds orders started
However, there are a number of customers whose
orders will be started, but not be finished because
there is not enough time within the hour for their
order to be completed. There are 405 seconds in
the hour that orders will be place but not finished.
Orders Started, But Not Completed
405 seconds unavailable = 6 orders
70 seconds (start order)
Completed Customer Orders
51 customer - 6 orders started, = 45
customers
orders started not completed per hour
Line Balancing 1 - Order Placement

Line Balancing 2 - Order Fulfillment
Sonnies Goals
Target working professionals who
typically spend more money
o Problem: do not have time to wait on
line because of busy schedules
Cut down waiting time

Line Balancing Equations
Takt time = available production per day/output needed per day
Takt time = 120 minutes/40 customers = 3 minutes per workstation
(max)

Theoretical number of stations (N) = total number of task times/takt time
Theoretical number of stations (N) = 6.75/3 = 2.25 = 2 stations (min)

Efficiency = Sum of all task times/(actual work stations x takt time) X 100
Efficiency = 6.75/(5 x 3) = .45 x 100 = 45%

Recommendation 1
Eliminate workstation 2
Move cashier behind the counter near the
greeter employee
Benefits:
o Decrease process 1 minute and 30
seconds
o Takes away cashiers idle time of 0.33
minutes

Blueprint 1 - Order Placement
Line Balancing 1 - Order Placement
Recommendation 2
Eliminate Workstation 3
Workstation 2 now will complete
tasks C-F
Benefits
o Decreased idle time from
workstation 2 and 3


Blueprint 2 - Order Fulfillment
Line Balancing 2 - Order Fulfillment
Results
Increase efficiency by 2%
Decrease sandwich making time on average from 6.75 to 5.25 minutes
o Decrease waiting time
o Yield more working professionals
Will be able to serve 1 more customer per hour
Save on labor costs because one less employee needed
Any Questions?