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Consulting Experts, Inc.
CEI Consultants: Jessica CernakKevin DulicAnanya MandavaKyle Woniak
Final ReportImproving Customer Experience
at the Village Grill
Presented on March 24, 2015
Agenda
Consultant Experts, Inc.
Introduction
Background
Primary Goal and Objectives
Methods and Findings
Criteria
Alternative Layouts
Decision Matrix
Recommendation
• Decrease in Revenues
Mr. Reed Wright Contacts CEI
• Restaurant Layouts
Improve Customer Experience • 2 Alternative
Layouts• Recommendation• Quantitative
Information
Deliverables
Introduction
Village Grill
Consultant Experts, Inc.
Background
Current Layout• Not Optimal Solution• Decrease in Orders
CEI Consultants• Completed Analysis• Developed Improved
Layouts
Consultant Experts, Inc.
Primary Goals and Objectives
Consultant Experts, Inc.
Improve Customer
Experience
Reduce Line
Confusion
Investigate Customer Receipts
Improve Employee
Satisfaction
Reduce Customer Wait Time
Speed Up Payment Process
Observation Indicates Customer Confusion
Type of Data Qualitative
Duration8am – 3pm for 2 days
Conducted by 2 CEI analysts
Current LayoutCreates confusion,
frustration, and inconveniences for
customers.
Consultant Experts, Inc.
Type of DataQuantitative
SubjectDistances walked by customers
Current LayoutRequires excessive
walking.
Causes customer confusion.
Consultant Experts, Inc.
Customer Issues supported by Measurement
Receipts Reveal Carryout Significance
Type of DataQuantitative
Sample Size602 receipts
CarryoutComposes a significant amount of
purchases from the Village Grill.
Consultant Experts, Inc.
Z-test
1-Dec 1-Jan 1-Feb0%
10%20%30%40%50%60%70%80%90%
100%
Carryout Orders are Significant
Carryout Orders
Eat-in Orders
Time Studies Indicate Long Wait Times
Type of DataQuantitative
Sample Size 950 Customers
Duration Over 35 hours
Current Layout Long and aggravating
wait times for customers.
Consultant Experts, Inc.
Customer Surveys Indicate Dissatisfaction
Type of Data Qualitative
Sample Size 560 Customers
Customer’s Viewpoint
Layout is very inefficient.
Generally dissatisfied with the process
flow.
Consultant Experts, Inc.
Service Efficiency
Process Food Quality
0%10%20%30%40%50%60%70%80%90%
100%
Surveys Show Frustration
Very Satisfied
Moderately Satisfied
Not Satisfied
Literature Search Conveys Importance of Queue Management
Type of DataQualitative
AuthorsMark M. DavisJanelle Heineke
Layout Design Queue management is
vital to positive customer perception and
experience.
Consultant Experts, Inc.
Criteria for Layout Design
Consultant Experts, Inc.
Reduce Wait Time
Decrease Payment Time
Streamline Customer
Flow
Reduce Customer Confusion
L-Layout
Sid
es
Ent
ree
Dessert $ $
4
4 4 4
4
4
4
4 4
4
6-86-8
6-8
6-8
6-8
6-8
Consultant Experts, Inc.
Carry
Out
Structured Path
Organized Seating
Barriers
Snake Layout
Entree
Sides
Dessert
$
$
Booth
Carry
Out
Booth Booth
Booth
Booth
Booth
Booth
Booth
Booth
Booth
Booth
6-8
6-8
6-8
6-8
6-8
6-8
4 4 4
4
4
4
4
Consultant Experts, Inc.
Structured Path
Organized Seating
Barriers
Additional Cashiers
Double Sided Lines
Additional Seating
$
$
Decision Matrix
Consultant Experts, Inc.
Criteria Weight L-Layout Snake Layout
Wait Time 10 3 8
Confusion 9 5 7
Speed of Customers 8 4 9
Employee Satisfaction 6 6 5
Space Efficiency 3 7 5
Cost 2 -1 -4
Aesthetics 1 5 9
Total 167 261
Recommendation
Snake Layout is the better solution Scored a 261 on Decision Matrix
Simulation Results: Decreased wait time
Will maximize space
Most likely to improve experience
Consultant Experts, Inc.