| Popis: |
This paper presents a case study in which the Six-Sigma concept was implemented in the improvement of the process of operation of a restaurant to meet the customer expectations and was investigated to study the impact. During this investigation, the problem with large pickup order lead time as per the voice of customer (VOC) was examined through the application of DMAIC (Define, Measure, Analyze, Improve, and Control) concept of Six-Sigma. The study includes the proper analysis of the current system depicting the existing problems within the restaurant. The methodology aims to analyze the root cause of existing problems and then based on the root cause helps to design an improvement plan through proper process mapping. At the end of the investigation, a few solutions were proposed and were implemented practically. The calculations indicated that the sigma level of the process increased from 0 to 2.2 sigma. The increase in the sigma level clearly depicts that the implemented solutions have a positive impact on the process. |
