Reducing Customer Wait Time at a Fast Food Restaurant on Campus

Abstract

In a typical fast food restaurant, the customer expects to receive service quickly. A restaurant manager will want to keep the customer's wait time to a minimum. If a customer's wait time is higher than their expectation, their satisfaction level will decrease. Most believe that improving a customer's wait time will increase operating cost. Therefore, this results in a tradeoff between customer's wait time and cost of operation. A study is conducted at a restaurant on the Wichita State University campus to improve its service time. A simulation model is used to analyze the system. A survey is conducted to determine the customer's expected wait time. The result of the study is to recommend adding one more server during peak hours to improve customer wait time. An economic cost analysis is also provided to discuss the cost impact of adding one more server.