six sigma chipotle
TRANSCRIPT
DEFINE: TEAM CHARTER
Objective
Project Scope
Business Case
•Decrease the waiting time for acquiring food during peak hours due to the long wait times that high volume chipotle’s currently face. The current waiting time deters many customers from standing in line thus causing a loss of sale. By cutting wait time, Chipotle can serve more customers and ultimately increase sales. The team will target restaurants specifically located in high traffic areas. ( NYC area)
•Chipotle will restructure/upgrade their NYC locations with a secondary assembly line . This project will reduce waiting time, increase the service rate, increase sale, and decrease queue length in size. This project will be completed by April 2016.
•Customers will be more satisfied with the overall process regarding waiting time.
DEFINE: VOICE OF THE CUSTOMER
CURRENT PROCESS
Rapid Customer Service
Wait Time
Cycle Time Less than 1 minute
Less than 2 minutes
MEASURE – CTQ TREE
MEASURE – SURVEY
*This is an official chart from Huffingtonpost 2015
MEASURE – PROCESS SIGMAPROCESS SIGMA CALCULATION
Opportunities 26Defects 1DPMO 38462Defects (%) 3.85Yield (%) 96.15Process Sigma 3.27
● IMPLEMENT 2ND LINE● MONITOR● QUICK FIX● SIX SIGMA
CONTROL - FUTURE STEPS
● THE INNOVATION AND IMPROVEMENT SECTION OF DMAIC IS ALL ABOUT THE ACTUAL INCORPORATION OF THE IDEALS CREATED TO PROVIDE MORE COMPUTER VALUE THROUGH A SERIES OF CHANGES THAT MAKE THE CUSTOMERS EXPERIENCE BETTER WHILE INCREASING THE BUSINESS' FUNCTIONALITY.
● INNOVATIVE IDEAS TO IMPROVE CUSTOMER EXPERIENCE:● INCORPORATE THE WAWA ORDERING SYSTEM TO CUT DOWN
CUSTOMER WAIT TIME, AND IMPROVE ORDER ACCURACY. AND CREATE A PERPETUAL ORDER PROCESS USING NEW TECHNOLOGY.
● CREATE ANOTHER COUNTER TO MAKE ROOM FOR MORE EMPLOYEES
INNOVATION AND IMPROVEMENT
Equipment
Management
Process
EnvironmentIngredients
People
Wait time in high volume
chipotle during lunch and
dinner hours
Stove
Cash RegisterCounter top
Cookware
Back stockQuality
FreshnessVariety
Communication
StaffingCooks
Training Paying
Peak HoursPrep Time Cooking
NoiseStation Layout
Temperature Experience
Employee Delegation
Working hours
ANALYZE – FISHBONE
CONTROL - SPAGHETTI DIAGRAM
Station 1ABurrito/Bowls/Tacos
Station 2ARice and Meat
Station 3ASalsa and Salad
Station 4AWrapping and Pricing
Station 5APayment
Station 5BPayment
Station 1BBurrito/Bowls/Tacos
Station 2BRice and Meat
Station 3BSalsa and Salad
Station 4BWrapping and Pricing
Entra
nce
CHANGE MANAGEMENT
Ready
● Managers communicate to employees about future steps/plans.
● Employees comply and go with new business plan
Willing
● Employees understand their role and are eager about potential of plan
● Employees believe they are not the only ones who believe in the vision
Able
● Employees are fully equipped to take on the new tasks ahead
● Employees’ production is monitored, and they are rewarded for proficient work.