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

Consultant Experts, Inc.

Methods and Findings

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.

Questions?

Consultant Experts, Inc.

$

$