Benihana of Tokyo Case Analysis
Autor: my_vals • March 30, 2016 • Case Study • 1,646 Words (7 Pages) • 1,082 Views
Learning Team #1
Kar Lyle Constantino
Angelica Licuanan
Yohana Setiabudi
Nripesh Tamrakar
Kei Miki
Operations Management
Benihana of Tokyo
Process Flow Chart:
Considering the facts given in the case, we have formulated the process flow chart of Benihana. See Appendix 1 for the diagram. The diagram takes into account the time it takes a customer to enter the restaurant until the time he/she exits which is on the average, 45 minutes excluding the time he/she spent at the bar as waiting time to be served if the capacity is at full. This 45 minutes is therefore assumed as our throughput time of the whole process of one customer entering until the time of exit.
Service Delivery Process Description:
The quality of Benihana’s performance is pretty excellent and was proven by the result of customers’ survey in which the majority of customers assessed Benihana’s food, portion and service as excellent. In this case our team also made an analysis on how the service had a good impact for customers based on estimations that we made.
From our analysis, bottlenecks in the process are dependent on the arrival time between customers and the availability of tables. If the arrival time between customers is 3 minutes which was based on our estimate, then there will be no waiting time and no bottleneck for the customers. In this situation, the 8th customer can be seated and served by the 1st chef. The 15th customer on the other hand, can replace the 1st customer in the 1st table and be served by the 1st chef. Arrival time between customers that is less than 3 minutes will cause some waiting time. If for instance the arrival time interval is 2 minutes, the 15th customer will have to wait for 17 minutes. Based on the chart, we also made an estimate operating time during lunch to which Benihana is opened for a span of three hours starting at 11:00 a.m. to 2:00 p.m. Kindly see the chart below which describes a sample simulation of customer arrival time.
Customer # | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
Arrival time | 11:00 | 11:02 | 11:04 | 11:06 | 11:08 | 11:10 | 11:12 |
Table # | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
Table finished time | 11:40 | 11:42 | 11:44 | 11:46 | 11:48 | 11:50 | 11:52 |
Chef # | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
Customer # | 8 | 9 | 10 | 11 | 12 | 13 | 14 |
Arrival time | 11:14 | 11:16 | 11:18 | 11:20 | 11:22 | 11:24 | 11:26 |
Table # | 8 | 9 | 10 | 11 | 12 | 13 | 14 |
Table finished time | 11:54 | 11:56 | 11:58 | 12:00 | 12:02 | 12:04 | 12:06 |
Chef # | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
Customer # | 15 | 16 | 17 | 18 | 19 | 20 | 21 |
Arrival time | 11:28 | 11:30 | 11:32 | 11:34 | 11:36 | 11:38 | 11:40 |
Table # | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
Waiting time for table from the 1st batch | 00:17 | 00:17 | 00:17 | 00:17 | 00:17 | 00:17 | 00:17 |
Chef # | 1 | 2 | 3 | 4 | 5 | 6 | 7 |
Key Process / Operating System Design Decisions:
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