PROCESS ANALYSIS

Submittedby:
AROOJ IBRAHIM
MARIAM ANSARI
NATASHA SAHER
SHAHAR BANO AZMI
Submitted to:
IRFAN ALI
DATE: 25th May 2011
Class: BBA 6-g
ABSTRACT

The report is a study on Bar B Q tonight restaurants process analysis of serving its customers.
Samples were collected through observations and analyzed onbasis of time-ordered diagram
Control Chart.

The statistical process control methods were used for measuring current process performance.
C-Chart, R-chart and X-chart are the mediums of analysis in the report. The former is used for
controlling the number of defects when more than one defect is present ina service or product.
The R-Chart is been used to monitor the process variability of this restaurant and latter is used
to see whether the process of this restaurant is generating output, on average, consistent with a
set target value by the management for process.
Respective to the restaurant, the defects studied are actually the late servings or order per
table. However the results are positive and within the control limits. Thus no course of action is
required by the management.

TABLE OF CONTENTS

PG #

INTRODUCTION ----------------------------------------------- 4
DATA COLLECTION METHOD ---------------------------- 5
MATHEMETICAL ANALYSIS ------------------------------ 6-10
QUALITY POLICY -------------------------------------------- 11

CONCLUSION ------------------------------------------------ 12
RECOMMENDATION --------------------------------------- 12
VEIWS ABOUT BBQ Tonight------------------------------ 13

FIGURES:

No. 1 -------------------------------------------------------------------No. 2 -------------------------------------------------------------------No. 3 -------------------------------------------------------------------No. 4 -------------------------------------------------------------------No. 5 --------------------------------------------------------------------

6
7
8
9
11

Introduction & Background of Company

The Bar.B.Q Tonight Restaurant was inaugurated on 10-11-1988 by two brothers whose sincere
efforts paved a way to make it a symbol of hygiene and quality. Their aspirations yielded fruitful
results and raised the name of BAR.B. Q. Tonight sky-high. Their devotion, determination,
dedication and diligence made it possible to win the hearts and minds of people who would visit
our restaurant in its early days. They set a new standard in offering large variety of barbecue
food in a unique manner.
In this modern era of global competition, only lip service cannot satisfy the customers. As the
CEO says We do not believe in words which are not supplemented by deeds. We do mean
what we claim
They give prime importance to the quality of presentations. BBQ Tonight serves only what
meets the high standards of hygienic principles. Their services are not limited to special food
items only but they facilitate the esteemed customers with pleasant environment that makes
them feel relaxed and at home. The highly skilled workforce leaves no stone unturned to satisfy
the needs of their reverend customers.
The restaurants venue nears the sea-shore comprising an elegant multi-storeyed building with

a glorious Roof-Top restaurant which is open to sky and people can enjoy the view of sea as
well as twinkling stars. Lunar nights add a glory to the vision.
Do not hesitate to visit Bar. B. Q. Tonight in peak hours or on week-end evenings since they can
accommodate as many as thousand people at a time with efficient service potential having over
450 employees to counter the customer needs. Three air-conditioned halls can cater to the
needs of those valuable customers who wish to enjoy cool atmosphere in summer nights.
Bar. B. Q tonight has three branches in Pakistan in; KARACHI, LAHORE, ISLAMABAD.

Report Analysis:
This segment of the report details about the methodology used for data gathering and
preparation of the report. It will also include the analysis of the data and the formulas which
were employed in data analysis.

Data Collection Methodology:

For the data gathering purpose we visited BBQ Tonight at 4 different timings. We also
interviewed the on-duty Manger Mr. Tahir Ahmed for the policies related to the service time and
customer dealing. The target time set for different items in the menu and the possible causes
behind the variations in the serving time were discussed. He gave us an overview of the strict
quality procedures that the chain uses to remain effective but at the same time cost efficient.
He also discussed about the training and skill development sessions of their managers, chefs
and waiters.
For the collection of data we spent 4 hours total at the BBQ Tonight and in one hour observed
10 samples. We measured the time when the customers ordered till the order was served. We
also ask few visitors who were willing to answer our questions about their experiences at BBQ
Tonight.

Analysis:
Average Serving time

=15 minutes

Maximum Time (upper control limit) =25 minutes

Minimum Time (Lower control Limit) =5 minutes

Mathematical Analysis
The data collected for the analysis is as follows:
Observations
03:00-4:00
(p.m)
20-12-2011

Samples
(in minutes)
5:00-6:00
(p.m)
21-12-2011

7:00-8:00
(p.m)
22-12-2-11

9:00-10:00
(p.m)
22-12-2011

10

12

15

15

12

16

20

19

08

13

21

20

07

14

23

19

Mean X &
R

07

16

18

17

08

10

17

20

07

11

22

19

09

17

23

23

13

16

18

18

10

12

15

22

18

9.3

14

19.9

18.8

15.5

06

07

08

08

7.25

C-chart

= Total time of serving orders

Total no. of observations
=

620

40
= 15.5
UCLc=+z LCLc = - z
=15.5+315.5
UCLc= 27.31

=15.5 - 315.5
LCLc= 3.68

FIGURE
#2

FIGURE

30

UCL=27.
31

25

20

= 15.5
15

10

05

LCL=
3.68

0
1

For R chart: D3=0.223 and D4= 1.777

R -Chart:
UCLr = D4R
=1.777*7.25
=12.89
LCLr

=D3R
=0.223*7.25
=1.62

13
12
11

FIGURE

UCL=12.
89

10
09
08
R=7.25

07
06
05
04
03
02

LCL=1.62

01
0
1

X-Chart
For X-bar chart:

A2=0.308

UCLx = x+ A2R
=15.5 + 0.308*7.25
=17.733
LCLx

= x - A2R
=15.5 - 0308*7.25
=13.267
FIGURE

20

UCL=17.
73

18
16
14

X = 15.5
LCL=
13.27

12
10
08
06
04
02
0
1

Interpretations of the Graphs

The C-chart, R-chart and X-chart exhibit that the process of this restaurant is well controlled. No
value is out of range or limit.
The control limits defines whether any action is required by management in order to control the
process. But in the respective case, the process statistics are falling between the upper and
lower control limits showing common causes of variations. Since none statistic is falling outside
the limits, thus indicates that process no assignable causes of variations.
Also as the Manager informed that restaurant tries to serve the food in 20-35 minutes maximum.
And average at about 25 minutes. Therefore the graphical illustrations indicate that there are no
abnormal variations in the process of serving orders per table.
The common variations can due to the followings:

Longer cooking time of some special meals

Peak rush hours
Misunderstanding of orders
All different type of meals ordered per table
Inefficient Waiters (tired, lazy)

Bar-B-Q Tonight strives to ensure quality to all customers by continually improving the
effectiveness of Quality Management System. To that end, Bar-B-Q Tonight works to the highest
standards and specifications, not just for product ingredients; every detail of production,
transport, delivery, preparation and service is exhaustively monitored as well.
A focus on quality permeates every aspect of their business. The standards lead the food
industry, and they continue to work towards international standards for total quality, food safety
and the environment
Bar-B-Q Tonight also recognizes the importance of a balanced diet and lifestyle and continues
to seek new quality products which satisfy customer expectations for taste and value. This
dedication to quality earns the degree of trust customers place in the Bar-B-Q Tonight name.

FIGURE

CONCLUSION
The
mathematical
analysis and other tool used in the report concludes that Bar B Q Restaurant serves its
customers in a strategized manner. Therefore the study was on the delays in orders served to
customers at the restaurant. The report has highlighted those delays and further found that
despite this, the process of the restaurant is within the control and the statistics does not fall out
or the control limits.
The calculations exhibits that the servings sometimes exceed the average time or are served
earlier than the average time but the remains within the range of control and no action is
needed.

RECOMMENDATIONS

The recommendations to the restaurant are, the chain should open more branches in
Karachi so that the rush is distributed and environment on weekends become less
chaotic.
Also expansion in other cities of the country where variations in menu as citys
specialties will bring in revenue to the restaurant.

VEIWS ABOUT BBQ TONITE

Even though I'm Indian, I have to admit that Pakistani food is better. BBQ Tonight is my
favorite of all of the Indo-Pak restaurants in the are- Sameer M.

Good place for Sunday brunch. The number of items they have on the buffet on Sunday
is just amazing, there's so much choice. The place is great and it's huge- Khalid.

I come here 1-2 times a week for lunch...Prices are fair.Food is very delicious especially
the thandoori chicken of BBQ Tonight is my favorite. The service is also very quick and
efficient. I will recommend everybody to must try one of the best restaurants of Karachi.
Aisha khan.

The food is delicious, the service is very good. The owner even came out to make sure
that we were taken care of and happy with the food. So I would say: Not just tonight,
every nite! - Jason Cara.

I'm a regular here, so I can't really give it any less than 4 stars... the food's great, but
always a little different in taste each time I come here, also the halwa-poori on
Saturday/Sunday's is always fun. Humaira.

(These views were gathered during the time we spent at BBQ Tonight for the observations)

References
o www.bbqtonight.com
o We are thankful to the manager and the management of BBQ Tonight for cooperating with us.

o Also we would like to show gratitude to the people who took out their time during
meals to share their views about BBQ Tonight.