eemt 5120 project
Post on 12-Jul-2015
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Improvement of Queuing in Cong Sao Dessert
KONG Lingtao 20144929 KUANG Jiafei 20170435
BU Xuezhu 20170459 BAI Lu 20171051
PAN Xin 20145040
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Introduction
Cong Sao Dessert Problem-Long Queue Queuing Model Selection
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Cong Sao Dessert
Cong Sao Dessert is a popular chain dessert shop in Hong Kong.
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Capacity of Seats 68 Cooks 3 Waitress 5 Cashier 1 Salary of a Cook HK$15000 Per Month
Salary of a Waitress HK$12000 Per Month Average time for dessert preparation 6 minutes Per Order No. of total orders in rush hour 25 Per Hour No. of take-out orders in rush hour 10 Per Hour
Fast Facts of Cong Sao Dessert
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Two-Week Daily Order Count
Busiest days among a week: Friday, Saturday and Sunday Rush time each day: 9:30 PM to 11: 30PM
Mon Tue Wed Thu Fri Sat Sun 1st week 118 107 108 123 166 239 273 2nd week 114 111 134 124 149 279 267
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How to Solve the Problem!
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M/M/3
Equa&ons for mul&p le -channel queuing wai&ng model with Poisson arrival and exponen&al service Times (M/M/s) are complicated. Series of func&ons used by us are shown in right. Use the M/M/s Template in Excel to generate useful parameters for analysis.
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M/M/s Template
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Structure Of Dessert Shop
Before After
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Capacity of Seats 68 Cooks 3 Waitress 5 Cashier 1 Salary of a Cook HK$15000 Per Month
Salary of a Waitress HD$12000 Per Month Average time for dessert preparation 6 minutes Per Order No. of total orders in rush hour 25 Per Hour No. of take-out orders in rush hour 10 Per Hour
Fast Facts No Way to Increase
Any More!!!
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Three Recommendations
More Cooks (Cong Sao)
Delivery Service and Call & Pickup (Cong Sao)
Cycle Time Reduction (Customers)
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More Cooks
Optimal Number of Cooks
Trade-off between
Cost of Service (SC) & Cost of Waiting (WC)
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Total Expected Costs
Number of Servers
Costs
Cost of Service goes up as you pay for more servers.
Costs of Wai/ng goes down as service increases.
Total Cost
Op&mal # of servers
Note that the lowest cost system requires some customer wai/ng.
Fewer servers oJen means longer wai&ng for customers.
Many servers means liKle or no wai&ng, but higher service costs.
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How to Measure the SC & WC
SC Hourly Wages of a Cook and a Waitress (Cs)
WC Hourly wages* of customers# lost in queuing (Ca) *Information from 2011 Hong Kong Population Census
Average working time are 49 hours per week from Report of Policy Study on Standard Working Hours, published by Labour Department of Hong Kong SAR # Customers here mainly refer to people living in Hang Hau East, where the dessert shop locates.
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Ca=14,000/(49*4.25) =HK$67.23 Estimation for customers hourly wage.
Cs=(15,000+12,000)/(49*4.25)=HK$129.65 1 month = 4.25 weeks
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More Cooks Input number of servers, 1, 2, 3, 4, 5, and 6 in to the yellow cell.
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The optimal number of
Cooks is 4, which means Cong Sao should hire one more cook.
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Delivery Service and Call & Pickup
No need to wait outside for take-out food
How to implement 1. Hire Part-time delivery person 2. Cross training is adopted.
Detailed feasibility analysis
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Delivery Service
Customer calls in Order waits to be prepared Order is prepared Average time=6
minutes
Order waits to be delivered
Order is delivered Average time=20
minutes(round trip)
Flowchart for Delivery service (in rush time)
Delivery Service for local community should be priced reasonably or free when orders are big enough.
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Cooking process Deliver process
Hire four part-time delivery persons, then the total time customer waits will be 37.01mins.
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Call & Pickup
Customers order by phone and pick up desserts by themselves.
The accuracy of picking-up time estimation will be critical. Customers should be clearly informed when they can pick up their orders.
Cong Sao can offer 85% to customers.
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Cycle Time Reduction
Pre-Order In Queue 1. Stick latest menus on external walls 2. make it easy for customer to check out 3. pre-order or offer self-order sheets 4. shorten the unnecessary order time
Re-check Number of Customers Write down the number of seats required for a group of customers. They will be allowed in, when it goes to their turn and all of their members gather.
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Cycle Time Reduction
Background Music More arousing music leads individuals to carry out activities more quickly or spend less time on activities. Carefully select background music to make customers eat fast.
Discount For Fast Eating Offer Customers 10% discount if they can finish their desserts within 15 minutes, in peak time.
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Conclusion
In this project, we describe a common queuing situation and present feasible mathematical models for analysis.
Shorten queue length outside to improve the quality of queuing and offer more convenience to customers.
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Thank you!!!
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