The Service System At The Local Tim Hortons Branch

This project involves the study and analysis of the service system at the local Tim Hortons branch. The goal of the project is to optimize the service process with the purpose of minimizing the service time. There has been an ever growing emphasis on service speed and work efficiency in the last century and people have come to expect fast service. It is therefore, paramount that Tim Hortons meet and perhaps exceed the expectations of its customers by providing them with the fastest service possible. The Tim Hortons site being studied is located in downtown Toronto which is a very busy area and therefore the branch experiences very high activity most of the day. To account for the high arrival rate, the site has provided 4 cashiers to take†¦show more content†¦The initial issue that was noticed after many hours of observing the systems operations were that the service times for the customers were too lengthy. Especially during the peak times of 9am-12pm. Customers were observ ed to be in the system for an average of 11.82 minutes. Although there were four servers at this location only two of them were actively in use. This is due to the fact that the customers would only line up in front of the two middle servers leaving the other two servers empty. Causing the servers to constantly have to ask the customers to move over to the other queues, causing the overall time in the system to be much greater than it should be. This project aims to demonstrate how the service of the facility is capable of providing fast service if all four servers were actively in use, to investigate the reason why the customers are not lining up with the other servers and finally how to improve the design of the facility in order to allow the customers to actually make use of the other two servers at the facility. Queueing models will be set up comparing the service time results when 4 servers are actively in use as opposed to the service time when only 2 of the servers are being used. The following table shows the data collected for 57 customers from 9:00 am to 10:00 am. From the table, the total queueing time is 460 minutes and the average queueing time is 8.07 minutes. The total service time is 214Show MoreRelatedStarbucks Marketing Study5455 Words   |  22 Pagesreturn for money. Meals are generally served and eaten on premises, but many restaurants also offer take-out and food delivery services. Restaurants vary greatly in appearance and offerings, including a wide variety of the main chef s cuisines and service models. While inns and taverns were known from antiquity, these were establishments aimed at travellers, and in general locals would rarely eat there. Modern restaurants, as businesses dedicated to the serving of food, and where specific dishes are