Taco Bell

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Global Operations

Taco Bell Case

TACO BELL CASE

1. Draw a diagram of the process using the format in Exhibit 7.3.

2. Consider a base case where a customer arrives every 40 seconds and the Customer Service Champion can handle 120 customers per hour. There are two Food Champions, each capable of handling 100 orders per hour. How long should it take to be served by the restaurant (from the time a customer enters the kiosk queue until her food is delivered)? Use queuing models to estimate this.

λ=Arrival Rate μ=Service Rate

Based on M/M/1 Model
So, λ=360040=90 Customers per hour μS (Service Champion)= 120 Customers per hour μF (Food Champion)= 200 Customers per hour

Now, we need to calculate Average Total Time spent by customer in complete system:
Ls (Service Champion) =λμ-λ
Ls = 90120-90=3 Customers
Ws (Service Champion) = Lsλrnote
Ws = 390=0.033 hour or 2 min or 120 sec

Ls (Food Champion) =λμ-λ
Ls = 90200-90=0.82 customer
Ws (Food Champion) = Lsλ
Ws = 0.8290=0.009 hour or 0.54minor32.72sec
∴Total Average Time=WService+ WFood
=120+32.72=152.72 seconds

3. On average, how busy are the Customer Service Champions and the two Food Champions?

ρ=Ratio of Total arrival rate to service rate for a single server λμ ρService=90120=75% ρFood=90200=45%

4. On average, how many cars do you expect to have in the drive-thru line? (Include those waiting to place orders and those waiting for food.)
∴ Ls (Average number in system (including any being served) = Ls (Service Champion) + Ls (Food Champion)
=3+0.82=3.82 customers

5. If the restaurant runs a sale and customer arrival rate increases by 20%, how would this change the total time expected to serve a customer? How would this change the average number of cars in the drive-thru line?
Now, arrival rate increased by 20%,
So, new λ=90+20%=108 customers per hour...

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