Mechanical Engineering Faculty Universiti Teknologi Malaysia Skudai Johor Group Assignment Description [Sample 1] Industrial Engineering

Semester I/II ______________________ Instruction: 1. 2. 3. 4. Form a group. Appoint a leader and give a name to the group. Assign tasks responsibility for each team member. Obtain reference material from lecture notes, text books, periodicals magazines or the internet.

Brief background: Use any Mamak Restaurant and any fast food restaurant (McDonald, A&W, Burger King, Pizza Hut, KFC etc.) as case study restaurants. Study the layout and process flow at both places. Most mamak restaurants are owned by Malaysians of Indian origins. Some restaurants are owned by Muslim and some are by Hindu. Most of fast food restaurant originate from the USA but the local operations are managed by local companies through the franchising agreement. Most of the local companies which operate the fast food joints are public listed companies such as Berjaya Corporation (Starbuck, McDonald and Kenny Rogers) and JCorp (KFC and Pizza Hut) which have obtained the franchising license from parent companies in the USA. The word mamak originated from the word mama which means uncle in Tamil. The origin of the restaurant can be traced back in the colonial era when merchants from Southern India started coming to Malaya and established their business in he Federated Malay States (Singapore, Malacca and Penang). Majority of the established mamak restaurants can be traced back to Penang with its famous nasi kandar. Most mamak restaurants operate on a 24 hour mode. The mamak restaurant never sleeps. Majority of the workers at mamak restaurant are male foreign workers from South India who speak Tamil. Their work permit is valid for two years. Most of them can pick up Bahasa Malaysia after a few months working in Malaysia. The restaurant owner is responsible to provide lodging and food for their workers. These workers work long hours on average of 12 hours per day, 7 days per week. Some of them are solely recruited for their skills in making roti canai, murtabak, tos, roti naan, tandoori and other south Indian dishes. Some of the mamak restaurants franchise their business to other operators. The franchisee has to pay some fees to the restaurant franchisor. In order to attract customers, the mamak restaurant normally installed big screen TV with Astro and unlimited free access to WiFi. Mamak food appeal to all walks of life in Malaysia. Most mamak restaurants are located at the corner lot of many shop houses in many housing estates, towns and cities

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throughout the country. Some of the mamak restaurants have also operating canteen inside some of the big manufacturing plants in Penang, Some mamak restaurants have established brand names like Kayu and Pelita Nasi Kandar.

Fast food restaurants are mostly located next to the gas station, at R&R along the highway as well as in shopping malls. The layout, operation and food of these restaurants are standardized with very little variation. The standard of food hygiene is very high and most of the staffs are local staffs. The supervisory and managerial staffs are well trained. For example, McDonald sends its staffs to the Hamburger University in the USA or Australia to learn the best way to manage and operate McDonald restaurant. The set-up cost of these fast food restaurants is very high. There is a new trend now to set up fast food restaurant next to petrol stations. Fast food restaurants usually offer takeout within certain radius from the location of the restaurant. Here are some questions which may be beneficial or helpful during your interview session Chapter 1 Operations and Productivity 1) Describe the best way mamak restaurant and fast food restaurant can measure their productivity. 2) What are the measurements for productivity (single factor and multi-factor) that both restaurants can use? List all inputs and output of the company. 3) What are the effects of technology on productivity? For example, Pizza Hut and McDonald use an on-line information system between ordering, kitchen and billing at the cashier. 4) How can productivity be improved for labor-intensive operations such as making roti canai, teh tarik and preparing food? 5) Describe ways to reduce input and increase output at the same time. 6) How can service quality improve productivity and reduce operating cost of the company?

Chapter 4 Forecasting 1) Describe the importance of customer forecast for this company? This company has many different types of customers (family, couples, teenagers, singles). 2) How can the company cater or adjust for fluctuating customer arrivals (e.g. lunch hour, festival seasons and weekends)? 3) What would be the most appropriate forecasting techniques suitable for this type of company and why? 4) What would be the result of forecasting errors? E.g. inventory, food storage, human resource scheduling, facility etc.

Chapter 5 Design of Goods and Services 1) What is the best way to design the service for the company (e.g. speed, accuracy of order, taste, uniqueness of the food, comfortable ambience, entertainment)? 2) Determine the requirements of the customers. Give example of some innovations introduced by both restaurants. E.g. application of technology or variety of foods served. 2/5

Chapter 6 Managing Quality 1) What would be the most appropriate measure of service quality at both restaurants? 2) How to ensure total customer satisfaction? Consider food quality, hygiene, customer treatment, waiting time, correct order and billing, quick response etc. 3) Describe the possibility of implementing quality improvement effort including quality control circle (QCC). 4) How both companies can ensure minimum waiting time for the customer at peak hours of operations? 5) In your opinion, what are other service quality that can be improved?

Chapter 7 Process Strategy 1) Describe the process of preparing the food and delivering it to the customers. Include the use of information technology wherever applied. 2) Describe one complete process of either making roti canai, mee goreng, burger, fries or fried chicken. 3) Use process flow diagram, flow chart etc. in your description.

Chapter 8 Location Strategy 1) What are the important factors that the restaurants must consider before deciding to setup its new outlet? Discuss factors such as proximity to customer, labor force, logistics, suppliers, easy access to parking, proximity to roads and highway networks, accessibility to public transport, rental rates, competitors etc. 2) Describe the relationship between location and operations cost. 3) Explain the best methods that can be used to evaluate multiple location alternatives. 4) Sketch the location of both outlets. Include nearby buildings and infra-structures. Which company has a better location? Do you think that the current location of both restaurants is the best location? If both restaurants wish to open another outlet in Skudai area, which location would you recommend and based on what criteria.

Chapter 9 Layout Strategy 1) Sketch the layout of both restaurants. Draw the process flow on the layout. 2) Describe the material handling at both premises. 3) Which one has a better layout and why? 4) If you were asked to redesign the layout, what would you change? What are the factors that you must consider before any layout can be proposed? Sketch the new layout.

Chapter 10 Human Resources and Job Design 1) Describe how both restaurants handle its human resource capacity at different times of the day and different day of the week. Consider the use of over-time, part time employees and contracting out some of the tasks.

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2) In you opinion, why mamak restaurants do not employ female workers? Contrast with fast food restaurants. 3) Demonstrate the application of ergonomics at the workplace. Consider all workstations (e.g. cashier, kitchen, roti canai bench, teh tarik bench, store) 4) How can manual handling be improved? Manual handling includes carrying, pushing, pulling, carrying, lifting and restraining. 5) Suggest workstation improvement using ergonomics principles. 6) The cashier, the tarik maker and roti canai man have to stand most of the time. What are the effects of standing over prolonged period of time and how the pain can be reduced? 7) If the restaurants want to use time study to measure and plan its human resource requirements, what operations would be most suitable? Can time study be used as a performance measure? 8) How would you recommend the company to carry out the time study? Give example of one operation. 9) What are other uses of time study for these companies?

Chapter 12 Inventory Management 1) Describe the best way to control inventory at both restaurants? What are the costs of inventories at both places? 2) How computer can assist in tracking and monitoring inventory? 3) Can EOQ be used? Why or why not? 4) How can the company carry out ABC analysis? How frequent should stock check be carried out? 5) Some of the raw materials for cooking are delivered on a daily basis to ensure its freshness. In what way the restaurant can ensure that the inventory is set to the minimum level but still can avoid shortage? 6) Describe the best way to apply quantity discount for different type of product? 7) What is the best way to reduce inventory holding cost?

Chapter 13 Aggregate Planning 1) What would be the best way to determine the right size of workforce (HR requirements) at both restaurants? Customer arrivals can be erratic and unpredictable sometimes. 2) What would be the best situation to employ part-timers? 3) How does both restaurants cater to sudden surge in activities during certain time of the week? Consider number of staffs, seats etc.

Chapter 15 Short Term Scheduling 1) Describe how staffs scheduling is carried out at different departments (drinks, serving, food preparation, kitchen, dish washer). 2) What would be the possible scheduling techniques used for roti canai and drinks as well as burger and fries?

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Chapter 17 Maintenance and Reliability 1) What type of maintenance that both restaurants should carry out for the cooker, freezer, chiller, air-conditioned system, fire fighting system, lighting, kitchen equipment, plumbing etc. 2) How would the reliability of the equipment can be increased?

Report Format: 1. The report should be between 20 to 25 pages not including appendix and attachments. 2. Use appropriate font size [recommended size is 12] and own preference font type with appropriate spacing [recommended spacing is 1.5 spacing]. 3. The margins are as follows top and bottom margin 1.00, left margin 1.25 and right margin 1.00. 4. Use double spacing between paragraphs. 5. Use either ring/comb binding for the report with transparency cover on both front as well as back pages or submit your report in digital mean [most preferred method]. 6. Last date to submit the report is on the 15th April 2011. 7. The report must be written in English and grading is solely based on contents and format and not on language or grammar. 8. The report must have front page, table of content, body text, conclusions and references. 9. All pages must be numbered on top right hand side. 10. DO NOT plagiarize material especially from the internet without quoting the source. 11. Those who are suspected plagiarizing materials from any source without quoting the references will be awarded ZERO for the report. 12. All figures and tables must be numbered according to appearance, have titles and descriptions and referred to in the text. 13. All graded reports will not be returned and make an extra copy for yourself. 14. Type your name on the footer of every page you are responsible to do.[an option]

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