...Table of Contents Café D. Pownd..................................................................................................................................5 S w 9B00D007 CAFÉ D. POWND Victor Siu, Chris K. Anderson and Stéphane Vachon prepared this case solely to provide material for class discussion. The authors do not intend to illustrate either effective or ineffective handling of a managerial situation. The authors may have disguised certain names and other identifying information to protect confidentiality. Ivey Management Services prohibits any form of reproduction, storage or transmittal without its written permission. Reproduction of this material is not covered under authorization by any reproduction rights organization. To order copies or request permission to reproduce materials, contact Ivey Publishing, Ivey Management Services, c/o Richard Ivey School of Business, The University of Western Ontario, London, Ontario, Canada, N6A 3K7; phone (519) 661-3208; fax (519) 661-3882; e-mail cases@ivey.uwo.ca. Copyright © 2000, Ivey Management Services Version: (A) 2010-01-08 One late afternoon at the end of October, Jason Mah, assistant residence manager at Cambridge Hall, was sitting at the residence cafeteria waiting for his friend to join him for dinner. His friend, unfortunately, had arrived in the middle of the “rush” period at the cafeteria, and faced a potentially long wait in the cafeteria line. As a student would put it: “It is a...
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...The cafe serves meals, drinks, salads, desserts, snacks and sandwiches. The students are paying for the meals through students cards via an electronic payment process within the campus area. During the summit time, the waiting time creates difficulties for the students. The cafe is facing trouble of waiting time and students have already started looking for an alternative of the cafe. Mah is one of the students who is searching a way to solve the issue in order to suggest to the management of the campus so that they have noticed this issue. These service supervisors come under the oversight of manager that serves all the home services segments. The services segment has its own two levels that include the home advisers along with assistant home supervisor. However, ARM and RA who is the full-time supervisor met to talk about the issues with the home. Nottingham Hall and Cambridge Hall are sharing a number of services so that is resulted in a single supervisor that is supervising both of the residencies. RA’s and ARM are met bi-weekly to talk about the issues of Nottingham Hall residencies and Cambridge Hall. The cafeteria was designed in the manner that it has three waiting lines such as L1, L2, and L3. Line 1 is devoted to precook meals and there is the record of serving food things. Line 2 is dedicated for the interactional cooking station where students are select the key ingredients for their meals. However, line 3 is dedicated for payment of the meals. These...
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...Café D Pownd Case INTRODUCTION Café D Pownd is a campus cafeteria, which serves 450 students and faculty, on the campus at the National Academy of Liberal Arts. The Café’s busiest time is at dinner time, where two thirds of the residents are expected to be served between 5:00 and 6:30 pm. The café serves meals, beverages, salads, desserts sandwiches and other snacks. Most students pay with their student meal cards. The Café is designed with three waiting lines, L1, L2 and L3. Line one is for the pre-cooked meals, and it provides a menu of its items. L2 is for the interactive cooking station and the students get to pick what they want to be cooked at that time. L3 is designated for the payment of meals. They have numerous complaints about services times amongst the different stations in the cafeteria. With the design layoff of the café it has caused a disturbance in wait time and flow. Jason Mah is the assistant resident manager and he is meeting a friend for lunch and notices the lengthy time it takes to get food. He decides investigate the problem and plans to discuss it with the director of housing services. PROBLEM STATEMENT Café D. Pownd experiences major delays in service times, due to an inefficient layout. Mah needs to create a plan to support the changes needed to Café D. Pownd. Mah needs to presents his findings in order to impact the management board. ANALYSIS/ CALCULATIONS It seems that Mah has put together a sustainable amount of data together to observe...
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...Café D. Pownd Case Study Introduction Café D. Pownd is newly opened residence cafeteria in the Cambridge Hall, which was opened from 7:00 am to 7:00 pm, Monday to Friday. It serves 550 residents from both Cambridge Hall and Nottingham Hall by providing hot meals, beverages, salads, desserts, snacks and sandwiches. Its peak hours are 5pm to 6:30 pm everyday which makes the heaviest crowds. The majority of the customers paid with campus-wide electronic payment system. Problem Statement Customers are complaining about the waiting time is too long. This could a threat to the cafeteria because if they could not successfully decrease the waiting time, customers would switch to other alternatives. Another critical consideration to this case is that they don’t have large space for the cafeteria. This is the reason why there is congestion during the peak hours. In order to solve this problem, the assistant residence manager, Jason Mah, needs to collect and analyze information and find an effective solution. Analysis (Quantitative) According to Mah, the average waiting time for each line is: 1. Line 1=5 minutes 2. Line 2=10 minutes 3. Line 3= 1minute The precooked and interactive customer base ratio is 2:1 that precooked is more attractive than interactive. The product margin in precooked is higher than interactive meal. Moving customers will increase profits. According to the spreadsheet we can know, the standard deviation of entrance time of arrival is 3.91...
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...the cafeteria to get his meal, you will have enough time to finish dinner before he returns.” Mah was aware of the situation and already had started to investigate in order to propose some improvements to the residence management. Mah hoped that some minor adjustments requiring no major investments or disbursements would be sufficient to resolve the situation. CAFÉ D. POWND The “Café D. Pownd” was a newly established cafeteria at the equally new Cambridge Hall residence that had opened in September, at the National Academy of Liberal Arts (NALA). The cafeteria served as a popular eating place for the 450 residents of Cambridge Hall, as well as for approximately 100 residents from Nottingham Hall, another residence located across the street. This cafeteria was open from 7 a.m. to 7 p.m. Monday through Friday and was closed weekends and holidays. It offered a wide variety of hot meals, beverages, salads, desserts, snacks and sandwiches. The majority of residents paid for their food purchases with their student cards through an electronic payment system established campus-wide. Although the Café D. Pownd was newly established, there was overwhelming evidence suggesting major problems with the length of waiting times for service at the cafeteria. In short, the cafeteria layout appeared extremely inefficient during the peak period of service (between 5 p.m. and 6:30 p.m.) during which approximately two-thirds of the...
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...time of the Café D. Pownd and to propose the solution of the problem to the management. Mah who proposes the solution, has gone through some observations and through these observations he has been able to identify some short time that would be adopted as a solution. Mah observed that only payment line was taking the shortest time to wait and the line 1 and line 2 were taking more time. To solve the problem, he suggested that there must be beverage section between line 1 and line 2. This option would not create the waiting problem for the students to barge though the lines to get the drink. By doing this, it would save the time as well as cost as when students were barging through the lines and getting back to eat their meals they already had finished their drinks and this made the students to go back and refill the drinks and these drinks were on the account of Café. If beverage section would move in between the lines 1 and lines 2 then it would also save this cost. The payments of the Pre-cooked meals and interactive station must be paid at each of the station which would also reduce the waiting time. Qualitative Analysis: The Café must change the beverage section and remove it from the side and move it between line 1 and line 2, the pre-cocked and interactive station lines. By moving the beverage section to the other side, the student would not be barging between the lines as well as spilling of the drink on the floor and that would result lower costs for the café. Another...
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