MGT4540: Operations Management - Country Coffee Case Study - Management Assignment Help

Assignment Task:

Case Study: Country Coffee
A coffee shop called Country Coffee located at London airport departure lounge wants to analyse its service counter performance and identify ways to improve customer
experience. The company has collected information about its current service process and customer demand. The information is as follows:

 Service process has the following steps:

1) Take customer order and payment
Tria(0.5,1,2) - requires one cash machine and one employee,

2) Deliver the order to the drink machines Constant(0.5) - requires one employee,

3) Make the purchased drink Tea: Tria(0.5,1,3), Coffee: Tria(1,2,6) or Hot chocolate: Tria(1.5,3,5) – requires the appropriate machine (one Tea Pot, one Coffee
Machine or one Hot Chocolate Machine) and one employee, 4) deliver the drink to the customer Expo(0.5) – requires one employee. Same employee completes the
order from Taking order to Delivering the drink.

 Company has one machine for making tea, one for making coffees and one for hot chocolates. Each machine can only be used to make one drink at the time.

 Company has two cash machines and two employees
 Company sells three different types of hot drinks; 30% of customers order Tea, 50% order coffee and 20% order hot chocolate.
 Time between customer arrivals follow Expo(3) distribution
 The number of customers arriving at the same time follows Poisson(1) distribution
 When a customer arrives and if both cash machine and employee are idle the customer will be served immediately, otherwise the customer waits in a First-In-
Firsts-Out (FIFO) queue

•  Each customer orders only one drink.
•  5% of orders are identified as faulty after delivery to customer and need to be remade (order needs to be redelivered to drink machines (by an employee) with
• delay of Expo(0.5), purchased drink remade and then redelivered to customer with resources and times as specified earlier)
•  All times are given in minutes.
•  The system starts at time zero minutes with no products present and the machine(s) idle.

 Run the simulation for 120 hours.

 Perform multiple replication runs.

 Add animation to your model.After completing the simulations, study the Reports to analyse the performance. Make modifications to the system to improve performance. Only the following modifications to the system are possible: unlimited changes to the number of cash machines, employees and drink machines. In the current process same employee completes the order from Taking order to Delivering the drink. Would dividing the process between employees improve the process? Experiment.

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