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beginner- food service

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Viewing 16 posts - 1 through 16 (of 16 total)
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  • #50640

    David B Rose
    Participant

    Hello 
    My son (19) is a new manager at a Pizza Hut take-out resturant. After speaking to him about the little I know (and have used) about Six Sigma improvements in my manufacturing field he was interested in how it could help in his fast food environment- improving his resturant and getting him noticed for advancement).
    What would be a good, basic information place to start? What would he look into to get a general idea as to whether this would work in his environment?  With this info/experience he could see if he would like to continue to study and train in this field.
    Thank you for your help.
    David B. Rose

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    #174340

    Brandon
    Participant

    One thing to do would be for him to read Chowdhury’s book “The Power of Six Sigma”. It is a narrative story explaining SS through the experience of a pizza chain manager’s perspective. Explains SS with numerous examples of pizza restaurant issues. Very easy read.

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    #174342

    Hetchner
    Member

    You must be joking. Chowdhury apparently has more experience being fired than he does at six sigma.

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    #174344

    Brandon
    Participant

    William, what might that have to do with his book being applicable for this gentleman’s son?
    The book uses a number of pizza restaurant issues as examples. Highly pertinent to the poster’s query.
    Or…do you want to suggest something more appropriate?

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    #174356

    Chris Whittaker
    Participant

    The pizza process is about speed and efficiency ..I believe this is not a pure six sigma opportunity but more of a Lean six sigma one.Look at opportunities for process flow improvement , identify time traps and constraints and fix those , then look at 6 sigma.

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    #174368

    Robert Kluttz
    Member

    The first lesson I like to teach anyone who wants to learn/implement Lean Six Sigma methodology in any process is….
    “If you can’t measure it, you can’t control it”.
    In order to imrove any fast food process, he first has to know where they are now in terms of performance (avg time to process a drive-thru order, avg time that a burger sits under the heat lamp, # of complaints per week, cost to make a burger, etc).  Once he starts getting/collating the data to measure his processes, he can then begin improving them.
    He’ll also want to start getting some VOC to determine what drives business.  Is restaurant cleaniness more important to an external customer than price?  Is speed more important than taste?  If he can get that data (survey, talking, etc) he can run regressions to see what factors really contribute to profit. 
    So I’d have him start by seeing what data is available, then working from there.

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    #174405

    LMendes
    Participant

    Hi, I would go as Chris. L6s  and focus on VSM – Value Stream Mapping. Soon you will find a lot of “waist” – Non-Value Added tasks where you can improve your process, or even eliminate them.

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    #174411

    David B Rose
    Participant

    Thanks for all your help. I’ll give a copy of these replies to my son.

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    #174415

    Houston Lean Six Sigma
    Participant

    David,
    I agree with the several posts regarding a Lean Six Sigma approach – creating one-piece flow, work cell organization, removing non-value adding, etc, etc
    But…. Last week I was in Snowmass Village, Colorado… and the kids wanted pizza for supper… so I drove down to the local pizza place, walked in and placed an order.  It took a while.  A long while.  While chatting to the very nice staff and manager (they initiated conversation with me) I got to observe.  Not too efficient, broken flow, a target-rich environment. 
    So why this post?  I observed something else.  The human side.  I was made to feel welcome.  I was offered (free) soda or water while I waited.  I was kept engaged.  People at the tables were receiving excellent service while waiting for their food.  And… the majority of the clients were repeat customers.  How do I know?  They were known on a first name basis to the staff and manager and, like I, made to feel very welcome as soon as they came in.  Would I go back again: absolutely.  

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    #174419

    ColleenC
    Participant

    Having worked as a restuarant manager for several years, many of them in a pizza chain, I agree with Houston’s comments!  There is no substitute for providing excellent customer service that makes your guests feel valued and appreciated.  My background also gives me a good perspective on how SS can be applied in a food service environment. 
    I agree that Lean SS is probably the best approach.  I would suggest applying 5-S to begin…is everything organized, is it in the right place, do you have the right things, etc.?  One thing to note on 5-S, we carry the “Shine” factor to another level…not only is everything clean and efficient, but do we have pride in what we do and does our establishment demonstrate that pride?
    Value Stream Mapping, as another poster indicated would certainly apply…as well as waste identification and reduction. 
    The last tool that comes to mind is an FMEA.  Your son can review any complaints and/or mistakes that have been caught before getting to the customers and rank them by severity, occurence and detection.  He could then brainstorm on ways to prevent them in the future.
    It’s great that he recognizes that improvements can be made…based on my experience, this is the type of individual that can be very successful in whatever field he selects.  Good luck!

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    #174431

    Brandon
    Participant

    David, the book I suggested as the first responder addresses ALL the things mentioned in this string in a context a 19 yr old can understand. Please get him the book as a first step. He can get as sophisticated as he wants following that…but it will put things in prospective for him.

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    #174533

    Joseph Provino
    Participant

    There’s a good six sigma beginner book which I read when I started my six sigma certification a year ago: funnily enough the book is presented under the format of a case study based on a pizza place:
    The Power of Six Sigma: An Inspiring Tale of How Six Sigma Is Transforming the Way We Work
    rgds
    Joe

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    #174539

    Brandon
    Participant

    Joseph, did you read this string? That’s the book I referenced in the first response to this query.

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    #174541

    Joseph Provino
    Participant

    read it after answering..
    This re-enforces the effectiveness of the book! ;¬)

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    #174542

    Brandon
    Participant

    Yes, I agree. Especially since the guy asked for the benefit of his 19 yr old son. Some posters didn’t keep that in mind. This young man is not yet ready to jump into the MBB role…he needs simple concepts with which to begin. Chowdhury’s book would be a good start for this person….and he gets it in pizza lingo.

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    #174543

    Joseph Provino
    Participant

    Pizza lingo, as you rightly put it , is also working when demonstrating project to any types of managers. I found myself using example from this book when preparing six sigma presentation for my team.. Simple and Effective..
     
     
     

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