Modeling wait times at Ashesi's cafeteria
Date
2013-04
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Abstract
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.
Description
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
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Keywords
Ghana, Ashesi University College, cafeteria, service, waiting time