The Learning Curve Theory

The Learning Curve Theory
University of Phoenix
OPS/571 – Operations Management
April 25, 2011
Timothy Anderson

The Learning Curve Theory
Mario’s Pizzeria is a popular pizza restaurant in Palm Springs, California. Opened in 1950, this pizzeria became very popular for its authentic taste and fresh ingredients (University of Phoenix, 2011). The owner, Mario, has taken a very conservative approach to running this business. Although this approach has worked for Mario, the company may need to make radical adjustments to help streamline company processes as the pizzeria grows in popularity. Long wait times seem to becoming an issue at the restaurant; it was observed that some people leave without having been served (University of Phoenix, 2011). To improve customer satisfaction and overall wait times, this process must be evaluated and adjusted for the purpose of improving the service system.
Performance Metrics and Data
To decide effectively on a plan of action to improve restaurant operations, performance measurements, or metrics must first be identified. These metrics help to determine the strengths and weaknesses of the current processes. It has been established that Mario’s goal in the restaurant is to reduce customer wait times. Provided this information, a good process measurement would be the amount of time it takes to complete the process.
Process evaluation reveals several data points that can contribute to an increase or decrease in performance, which include the following:
  1) Customer enters restaurant and waits in line
  2) Customer waits for server at table
  3) Customer waits for order to be taken
  4) Customer’s order is processed
  5) Order is sent kitchen
  6) Customer is served
  7) Customer waits for bill and pays
Process Improvements
The current process at Mario’s Pizzeria yielded extended wait times for customers upon entering the restaurant. The restaurant layout consisted of 14 tables for four, zero tables for...