Technical Communications: Poster
1
Improving Customer Experience at the Village Grill Consulting Experts, Inc. Kevin Dulic CEI Consultant [email protected] Declining Business Health The Village Grill is a cafeteria style restaurant that is seeing declined profits. Consulting Experts, Inc. (CEI) and the owner of the Village Grill believe the declining business health is because the current layout is causing a poor customer experience. Improve customer experience at the Village Grill by completing the following objectives: Reduce customer wait times Reduce line congestion Speed up payment process Analyze receipt data Survey customers on their satisfaction Measure customer walking distances Perform time studies on customer wait times Receipts show growing number of carryout orders Survey responses display dissatisfaction Measurements indicate customers walk 230 Feet Time studies reveal 16-minute wait time for entire cycle Carryout customers are significant share of customers Service efficiency and process flow are main concerns Excessive walking caused by current layout Long queues are due to layout design and Snake-Layout Structured winding path with barriers to aid customer flow Double-sided service lines to decrease wait time Standalone carryout station Organized seating and service lines to reduce confusion Additional cashiers to decrease payment process time Additional seating to accommodate more customers The Village Grill Should Implement the Snake-Layout The Snake-Layout will decrease payment and wait times, improve customer flow, and substantially improve customer experience at the Village Grill. Problem Conclusions Project Goal Methods Findings Service Effici... Process Flow Food Quality 0 100 200 300 400 500 600 Very SatisfiedVery Satisfied Very Satisfied Moderately Satisfied Moderately Satisfied Moderately Satisfied Not Satisfied Not Satisfied Customers are Dissatisfied with Service and Process Number of Responses Alternative Layout Recommendation Wait Time (minutes) Current Layout Snake- Layout Minimum 10:12 4:57 Maximum 21:24 10:49 Average 16:00 8:53 Current Layout Causes Poor Customer Experience Snake-Layout Improves Customer Experience Simulation Results Display Decreased Wait Time 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Dine In Dine In Dine In Carryout Carryout Carryout Carryout Customers are Significant Percentage of Total Sales Date
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Transcript of Technical Communications: Poster
Improving Customer Experience at the Village Grill Consulting Experts, Inc.
Kevin DulicCEI Consultant
Declining Business Health
The Village Grill is a cafeteria style restaurant that is seeing declined profits. Consulting Experts, Inc. (CEI) and the owner of the Village Grill believe the declining business health is because the current layout is causing a poor customer experience.
Improve customer experience at the Village Grill by completing the following objectives:
Reduce customer wait times Reduce line congestion Speed up payment process
Analyze receipt data Survey customers on their satisfaction Measure customer walking distances Perform time studies on customer wait times
Receipts show growing number of carryout orders Survey responses display dissatisfaction Measurements indicate customers walk 230 Feet Time studies reveal 16-minute wait time for
entire cycle
Carryout customers are significant share of customers
Service efficiency and process flow are main concerns
Excessive walking caused by current layout Long queues are due to layout design and structure
Snake-Layout Structured winding path with barriers to aid
customer flow Double-sided service lines to decrease wait time Standalone carryout station Organized seating and service lines to reduce
confusion Additional cashiers to decrease payment process
time Additional seating to accommodate more
customers
The Village Grill Should Implement the Snake-Layout
The Snake-Layout will decrease payment and wait times, improve customer flow, and substantially improve customer experience at the Village Grill.
Problem
Conclusions
Project Goal
Methods
Findings
Service Ef-ficiency
Process Flow Food Quality0
100
200
300
400
500
600
Very Satisfied Very Satisfied
Very Satisfied
ModeratelySatisfied
ModeratelySatisfied
ModeratelySatisfied
NotSatisfied
NotSatisfied
Customers are Dissatisfied with Service and Process
Nu
mber
of
Resp
onses
Alternative Layout
Recommendation
Wait Time (minutes)
Current Layout
Snake-Layout
Minimum 10:12 4:57Maximum 21:24 10:49Average 16:00 8:53
Current Layout Causes Poor Customer Experience Snake-Layout Improves Customer Experience
Simulation Results Display Decreased Wait Time
Dine In
Dine In
Dine In
Carryout
Carryout
Carryout
Carryout Customers are Significant
Percentage of Total Sales
Date
