CASE 4B ISE 568/668 MATERIALS HANDLING RESTAURANT CASE STUDY Breakfast-By-Design (BBD) is a popular restaurant for breakfast in Northside, Chicago. The restaurant is open 7 days a week from 6:00 AM

- 12:30 PM, and only serves breakfast. The restaurant does not allow reservations. When customers check- in, they provide their telephone number, and are contacted via text when a table is ready. Approximately 20% of the customers decide to go elsewhere after check-in due to the excessively long wait time. The customer reviews are generally very good, with most of the customers stating that, "the food is great, but the wait is horrible." According to customer review, coffee is one of the main (Selling Point) attractions of BBD, due to its unique blend of imported coffee beans. Recently, there has been a growing number of customer complaints regarding what some have described as "cold or warm coffee for $3/cup." According to the National Coffee Association, the ideal water temperature for extraction is between 195°F and 205°F, which is a little below the boiling point of water-212°F. The coffee served by BBD in recent times is at a temperature of between 155°F and 165°F. The Consulting company hired by BBD to conduct focus group sessions regarding the situation came up with the following causes of customer dissatisfaction: A. Takes a long time before the table is cleared. B. Food is often delivered to the wrong table. C. Cutlery (forks, knives, etc.) have stains. D. Food temperature is cold or slightly warm when the food is received. E. Coffee served is not hot enough. I. Based on the definitions of Material Handling, provide an analysis of the situation at BBD. II. What recommendations would you offer for addressing the situation? Customer intake BREAKFAST BY DESIGN (BBD) Waiting Area 0.00 0.0.0 ARA AAR Dinning Area D Dinning Area A Dinning Area B = Dinning Area C Storage & Misc Kitchen Food Pickup Counter Coffee & Drinks Restroom Restroom