Page 55 - Design for Six Sigma for Service (Six SIGMA Operational Methods)
P. 55

Bill Produced
                     Percent of
                     Time Between
                       Ordering
                       Between
                     Time
                       Time
                Results of Mysterious Customer Studies and Competitive Benchmarking
                         Degree of Without and Meal Menu Delivery Between Degree of  Errors Delivery and Order  Seating Friendliness Knowledge  5% gap 2-min gap 3-min gap Achieved One grade  Two grades  short  short  95%  10 min  <5 min  <5 min Exceptional Exceptional  90%  12 min  <8 min  <5 mi

                         Degree of  Responsiveness  One grade  short  Exceptional  Excellent  Exceptional  Excellent  Good





                       Degree of  Waiter  Patience  One grade  short  Exceptional  Excellent  Good  Excellent  Good







                Table 2.3      Performance  gap  Our desired  performance  Our restaurant  Vive la France  Downtown  steakhouse  Sarah’s  Seafood  House




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