Page 56 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Percent of Bill Produced Without Errors 5% gap 95% 90% >90% >90% >92%

Time Between Ordering and Meal Delivery 2-min gap 10 min 12 min 20 min 15 min 10.5 min

Time Between Menu Delivery and Order 3-min gap <5 min <8 min <10 min < 8 min <5 min

Time Between Seating Achieved <5 min <5 min <10 min <5 min <5 min

Results of Mysterious Customer Studies and Competitive Benchmarking

Degree of Friendliness One grade short Exceptional Excellent Good Exceptional Good

Degree of Knowledge Two grades short Exceptional Good Excellent Excellent Good

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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