juan martinez, principal, profitality - ergonomics & engineering: the secret ingredients to...

Ergonomics & Industrial Engineering in FoodserviceThe Secret Ingredient To Succeed!

Juan Martinez, PhD, PE, FCSIPrincipal & Co-Founder

Outline‐Grocerant Conference• About Profitality®-Labor Guru

• Who is #1?

• Taking Care of #1-Industrial Engineering & Ergonomics Principles

• Design Process

• Closing Comments, Homework & References

About Profitality®‐Labor Guru

About Profitality‐Labor Guru

• Experience Spans Through The Last 4 Decades Working with more Than 130 Foodservice ConceptsQSR, Fast Casual & Full Service, C‐Store, Groceries

• Foodservice Industrial Engineering Pioneer• Advanced Degrees (MS, PhD)

Professional Engineering LicenseSix Sigma Certification

• Significant Industry InvolvementIndustry Presentations, Panels & (over 100) ArticlesRegular Column In Foodservice Equipment & Supplies MagazineFoodservice by Design ‐ www.fesmag.com

• Return‐On‐Investment & “Unit Economics” FocusCrew Centric (Ergonomics) Approach

About Profitality‐Labor Guru

Who is #1 in Foodservice Design? 

Who is #1 in Foodservice Design? 

Your Employees / Team Members / Partners/ Crew /

Gardener Chefs (whatever you call them) come FIRST!

Your customers are a close second!

Who is #1 in Foodservice Design? The importance of developing employee centric designs

Not Taking Care of #1The Ostrich Syndrome!

What happens when you don’t improve the inefficiencies negativelyImpacting your employees ability to drive customer service?

Step 1: Start With An Employee Centric Approach & Mindset! This Will Facilitate Brand & Investment Optimization!

How Do You Take Care of #1?

Apply Ergonomics & Industrial Engineering Principles

Ergonomics Rule!

er.go.nom.ics:The science that studies the interaction of humans with its environmental design, for the purpose of improving efficiency, productivity, comfort & safety.

Ergonomics is not new!

You may recognize this drawing...

Leonardo da Vinci is often given credit for being the 1st Ergonomist.

Two Ergonomics Areas!Physical (heights, reaches, lines-of sight, etc.)

CONSIDER THAT SOMETIMES LESS IS MORE!

Two Ergonomics Areas!Cognitive (mental processing)

• Different cultures make this design challenge bigger!

• Both physically and mentally (including languages)!

Ergonomics-Anthropometric CapabilitiesIt Is A Challenge To Design For Many Sizes!

Start with a Key Question:

What is getting in the way of enabling the employee from delivering better concept profit and customer hospitality?

Must consider all the operating

parameters in the design process.

Aim to do this in a holistic and systemic way!Understand how one area impacts the other. 

How do I take Care of #1?

Ergonomics & Industrial Engineering Principles ‐ Taking Care of #1

Time & motion studiesWork sampling

Continuous delay studiesTime standardsData analysis

Process flow analysisCapacity PlanningErgonomic analysis

Lean & Six SigmaPrinciples

y = 0.086x + 65.50R² = 0.686

y = 0.0835x + 142.83R² = 0.9216

0

200

400

600

800

$0 $1,000 $2,000 $3,000 $4,000 $5,000 $6,000

Peak

 Hou

rly Transactio

ns

Yearly Sales in $K (unadjusted)

Peak Transactions Projection

Industrial Engineering/Ergonomics Techniques

What is #1 Doing?Process Mapping

What Should #1 Use? Equipment & Technology Platforms

Consider All Feasible Equipment & Technology Platforms.

WHAT IS APPROPRIATE FOR THE CUSTOMER TO SEE?FOR MANY CONCEPTS, THE BOH IS THE FOH!

Objective: establish appropriate sizing of all resources, to match 

peak hour goals/demand.

Too much = wasteToo little = bottleneck Goal: “Right Size” All Resources!

y = 0.086x + 65.50R² = 0.686

y = 0.0835x + 142.83R² = 0.9216

0

200

400

600

800

$0 $1,000 $2,000 $3,000 $4,000 $5,000 $6,000

Peak Hou

rly Transactio

ns

Yearly Sales in $K (unadjusted)

Peak Transactions Projection

How Much Does #1 Need To Produce?Capacity Analysis

“Right Equipment” in the “Right Place” at the “Right Time”

Objective: Create the deployment guides that will optimize the labor resource.

Detailed Daily Guide1 2 3 4

Type Grill Sandwich Cashier Manager TOTAL250 Service 6.00 17.00 27.00 0.00 50.00

Checks Opening 2.00 2.00 1.00 2.00 7.003,000$ Post-Rush 0.00 0.00 0.00 1.00 1.00

Sales Flexible 3.00 2.00 2.00 5.00 12.00Pre-Close 1.00 0.00 1.00 1.00 3.00Closing 2.00 1.00 1.00 1.00 5.00Total 14.00 22.00 32.00 10.00 78.00

Staffing Work Content

Checks Sales Staffing Grill Sandwich Cashier Fry0-6 0-36 2 0.0 0.0 0.0 0.0

7-11 37-72 3 0.7 1.7 0.2 0.4

12-18 73-119 4 1.2 1.8 0.3 0.7

19-26 120-167 5 1.7 1.8 0.4 1.0

27-31 168-203 6 2.2 1.9 0.5 1.3

32-37 204-238 7 2.7 2.0 0.7 1.6

38-42 239-274 8 3.2 2.2 0.8 1.9

43-48 275-310 9 3.6 2.3 0.9 2.1

49-55 311-345 10 4.1 2.4 1.0 2.4

“Right Labor” in the “Right Place” at the “Right Time”

What is The Right #1 Deployment?Labor Guidelines

Group ID Activity Position Workstation Batch Unit

Activity Time (min)

Frequency per mover

Labor + switches

1000 3 Front Counter Order & Tender transaction Counter Counter 1 Checks 1.25 0.55 19.25

1000 4 Front Counter Expo & Handoff Counter Counter 1 Checks 0.82 0.55 12.58

1000 10 Cook - Fried Battered Fish Kitchen Fish Fry 19 pieces 3.30 0.31 10.77

1000 2 Drive Thru Expo & Handoff Counter drive thru 1 Checks 0.82 0.45 10.29

1000 0 Drive Thru Order Counter drive thru 1 Checks 0.75 0.45 9.45

1000 14 Cook - Other Fried sides Kitchen Other Fry 1 ea 0.50 0.09 8.88

1000 23 Serve - 4 item plate Kitchen Assembly 1 ea 0.50 0.08 7.66

1000 1 Drive Thru Tender transaction Counter drive thru 1 Checks 0.50 0.45 6.30

1000 13

Cook - Batter to order items (Country Style,

catfish, flounder, Green Tomatoes, etc) Kitchen Fish Fry 1 order 1.12 0.02 5.42

1000 7B Serve - Drink Counter drive thru 1 ea 0.40 0.16 4.94

1000 6 Table Bussing Counter Dining 3 Checks 1.52 0.33 4.60

1000 24 Serve - 5 item plate Kitchen Assembly 1 ea 0.65 0.03 4.16

1000 22 Serve - 3 item plate Kitchen Assembly 1 ea 0.40 0.05 4.14

1000 17 C k H h i Kit h Fi h F 18 0 97 0 38 4 06

Objective:  Put aside financial (affordability) metrics.Define the specific activities and time it takes to operate a concept.“Work Content” & “Activity Based” Labor Scheduling to deliver.

How Long Does It Take #1 To Execute? Labor Standards

Make sure you have a disciplined one to support the needs of #1!

Become process and employee (#1) centric!

Profitality ®Design Process

DiscoverIssues & 

Opportunities 

DefineDefine New Concept

DesignDetail New Concept

DebugControlled 

Test

DocumentFinalize New Package

DeploySupport 

Implementation

Profitality ® Design Process

Objectively Understand & Quantify the issuesLive the Life of……………..

A customer….what is their full experience composed of?A plate/an order….how do plate orders get synchronized?A product….what is the cooking and preparation cycle?An equipment piece….what are the production cycles?

An employee….what steps do they follow to get orders done?A manager….what is forcing the manager to work a station,

keeping them from managing the business?

Discovery Phase-Objective Measurements

Continuous Time Studies‐Objectively Uncovering Inefficiencies

Order Time 14 75 31 40-60 NA Window Line Time 11 476 121 20-120 NA Cash Time 8 92 29 40-60 NA Window Time * 11 268 82 30-60 NA Total Time 75 579 242 150-210 NA (menu to pick-up)

D/T Service Component Best Worse Avg. Competitive QSR FC

Category AverageCompetitiveBenchmark

Crew Labor 18.6%  17% to 20%

Total 32.2% 28% to 30%

Objective: Define leading industry performance benchmarks.Compare to who you are competing against (e.g. QSR, Fast Casual, Casual)

Best Practices - Benchmarking

It is critical to “right‐size” all the FOH/MOH/BOH resources!

Define-Resource Capacity

Peak Half Hour Sales

1,600$     1,750$     1,900$     2,050$     2,200$     2,350$     2,500$     2,650$     2,800$    

Equipment Assumptions UOM UtilizationOven 5 shelves/oven Oven 85% 2 2 2 2 2 3 3 3 3

Microwave Microwave 85% 1 1 1 2 2 2 2 2 2Fryer Max 2 baskets Vats 85% 3 3 3 4 4 4 4 4 5

Grill ‐ All Items Hot box & grill Linear Feet 85% 3 3 3 3 4 4 4 4 4CTX 8 Min Belt CTX only CTX 8 Min Belt 95% 3.1 3.4 3.7 4.0 4.3 4.6 4.9 5.2 5.5CTX 7 Min Belt CTX only CTX 7 Min Belt 95% 0.6 0.6 0.6 0.6 0.6 0.6 0.6 0.6 0.6CTX 1.5 Min Belt CTX only CTX 1.5 Min Belt 95% 0.7 0.7 0.7 0.7 0.7 0.7 0.7 0.7 0.7

Grill ‐ Ribs & Brnt Ends Hot box, grill, CTX Linear Feet 85% 3 3 3 3 4 4 4 4 5CTX 7 Min Belt Hot box, grill, CTX CTX 7 Min Belt 95% 0.6 0.6 0.6 0.6 0.6 0.6 0.6 0.6 0.6CTX 1.5 Min Belt Hot box, grill, CTX CTX 1.5 Min Belt 95% 0.3 0.3 0.3 0.3 0.3 0.3 0.3 0.3 0.3

Equipment Capacities

Peak Daily Sales

22,400$  22,550$  22,700$  22,850$  23,000$  23,150$  23,300$  23,450$  23,600$ 

Equipment Assumptions UOM UtilizationHot Box 5 shelves/unit Hours/Day 85% 18.6 18.8 18.9 19.0 19.1 19.3 19.4 19.5 19.6Smoker 18 shelves/unit Hours/Day 90% 16.6 16.7 16.8 16.9 17.0 17.1 17.2 17.3 17.5

Stove Top Hours/Day 85% 7.2 7.2 7.2 7.3 7.3 7.4 7.4 7.5 7.5

Equipment Capacities

Design-Detail Out FOH/MOH/BOH

Consider the team members cognitive & physical ergonomic capabilities!

Debug/Test        

In‐Store 

Mock‐Up

3‐DimensionalComputer Simulation

Taking Care of #1 – Test The Designs Thoroughly

Debug-Testing

Taking Care of #1 – Test The Designs Thoroughly

Debug-Testing

HomeworkWhat is the #1 Take-Away From Today?

What is the #1 Take-Away From Today?

Tomorrow walk in your employees shoes!

To get an objective (better) understanding of what is getting in the way of them

delivering the brand promise.

BEST WAY TO TAKE CARE OF #1!

Follow a Service Employee..........Quantify Where Employees Spend Their Time.

(full service restaurant server example)

Understand the movements of the employees.            

Across stations and within the stations.

Follow A Production Employee..........

TABLE TURN COMPONENTS

1.52 0.77 1.642.60 3.193.34 3.772.15 1.65

15.5013.51

17.21

20.1015.71

20.41

7.04

8.61

7.556.73

4.23

5.06

1.923.141.64

0.00

10.00

20.00

30.00

40.00

50.00

60.00

70.00

Brunch Lunch Dinner

tim

e (

min

)

Bussing DelayGuest DelayEat/Check DelayKitchen DelayOrder Enter DelayOrder DelayDrink DelayGreet Delay

Follow The Guest Experience..........

Product min maxBurger - Medium 7:43 11:10Steak - Medium 12:11 14:03Steak Tips - Medium 8:26 15:27Cheese Melting 0:57 4:37Fish 4:01 11:19Vegetables 8:18 9:50

Gril

lO

ven

COOK TIME RANGES

Understand Equipment & Product Cooking Performance.

Follow The Product Cycle……….

Going from this Impact

To this impact!

Applying IE & Ergonomics to Develop“Employee Centric” Designs means…..

Better yet….to this impact!

Applying IE & Ergonomics to Develop“Employee Centric” Designs means…..

Closing Comments

Closing CommentsBest Way To Compete in Foodservice?

• Suggestions For Grocers To Compete In the $500+ Billion Restaurant Market?

• Observe and apply industry leading competitive benchmark designs

& practices (QSR, Fast Casual, Casual Dine, etc.). Save failure time!

• Know what offering you want to compete in and be good at (ready to

heat, ready to serve, ready to eat, ready to cook, made to order, etc.)

• Continue by applying the secret formula – Ergonomics and Industrial

Engineering Techniques & Principles. This is the best way to take

care of #1, to make the battle easier for them to fight.

• Do not assume that grocery techniques work for restaurant offerings.

DO NOT GROCERIZE YOUR FOODERVICE OFFERING!

Think about what have you done for your employees lately?

Consider that how you are operating today, may will not work tomorrow, if you are truly transforming.

A continuous improvement mentality is a must to stay competitive and relevant!

The challenge is to continue to perform, while you transform!How do you disturb the market before it disturbs you?

Indra Nooyi, Pepsi CEO, Restaurant Leadership Conference

INDUSTRIAL ENGINEERS CAN HELP WITH THIS CHALLENGE!

Closing Comments

Growing Your Foodservice Offering/Brand!Ergonomics & Industrial Engineering – The Secret Ingredient!

It All Starts With Taking Care of #1

Industrial Engineering Magazine Article on   Title of Article:The Application of Industrial Engineering& Ergonomics Principles in Restaurants

References

Regular Column: Foodservice Equipment & Supplies Magazine Web PageColumn Title: Foodservice by Design            www.fesmag.com

Questions & Discussion