Dave Burger Analysis

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Dave’s Burgers Case Dave’s burgers, a fast food restaurant franchise, constructed drive-through windows in all its locations so that to be competitive with big franchises such as Burger king, McDonald’s, and Wendy’s. But instead the company started facing problem later the drive-through window service was provided. Dave’s Burgers lost their market share in all its locations. In order to find the problem and get a solution of it, the top management used quality management program and decided to implement changes in its three selected places. They used various traditional quality tools and found out what was the problem. It was the slow and erratic drive-through window service that increased the waiting time of the customer and because of this the market share decreased. Thus to improve the service time, the management implemented certain changes in its drive- through window service. As a result, there were substantial and rapid improvements in the service speed and quality and the Charlotte restaurant gained an increase in market share of 5%. To make sure that the quality service be fast, well maintained and thereby continuously improves, the quality team decided to use a statistical process on a continual basis. They obtained six service time observations daily over a fifteen day period. This data was then used to construct an x-bar chart. By analyzing the data and the charts, it can be concluded that the service process still need to be workout on. It was suggested that service time should be reduced to at least 2.0 minutes and ideally 1.5 minutes whereas the charts describes that it has come down to 2.0 but doesn’t have the ideal service time. So there should be improvement in the drive-through service. To improve the service quality and speed it should have some other services such as debit or credit card machines, giving incentives to employees who work

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