Modeling wait times at Ashesi's cafeteria
Waiting and delays have a negative impact on business as it leads to loss of repeat business and customers. Operations managers are constantly seeking ways to reduce and possibly curb delays. This study looks at the feasibility of modeling as a means to curb delays and improve overall service delivery. This study asks one main question: Whether the process at Akornor can be modeled to provide management enough information to enhance decision making. Using observation and recording, data from Akornor was gathered on four different days. Fifty questionnaires were also administered to customers of Akornor to obtain customer related information. Findings from this study showed that 32% of customers who had to wait were most likely to leave and find other alternatives. Other findings showed that Akornor has average cashier service time of 0.69 minutes for both customers on the meal plan and customers who are not on any plan with Akornor. However, customers on staff discount have an average cashier service time of 0.72 minutes. Cumulative average serving time was 2.34 minutes. Akornor can be modeled but there will be difficulty in obtaining data on arrival rates. However, information on serve time and number of people in a queue is easier to obtain.
Thesis submitted to the Department of Computer Science, Ashesi University College, in partial fulfillment of Bachelor of Science degree in Management Information Systems, April 2013
Ghana, Ashesi University College, cafeteria, service, waiting time