The authors state that we need to use process metrics to learn about hte perform

Question

The authors state that we need to use process metrics to learn about hte performance and capability of a process and that there are three (3) key process metrics -- inventory (i.e., number of low units within a process); flow rate (rate at which a flow units moves within a process) and flow time (the time a flow unit spends in a process from start to finish). In a service there are multiple types of flow units. For example, at a Fast-Food restaurant we could look at how hamburger moves through the process, so hamburger would be the flow unit. Or, we could look at how the customer moves through the process, so the customer would be the flow unit. We would select a different flow unit depending on what we want to analyze about the process. In Sam's Mediterranean Restaurant the time for a customer to enter, be seated and order is on average 10 minutes. Also, 30 minutes after they order they have finished eating their food and have received their bill. The payment takes another 5 minutes and then they exit the restaurant. On average there are 2 customers at each table. During the lunch period (11:30 to 1:30 PM) 60 customers come in, eat and leave. The flow rate or thoughput rate of this restaurant during the lunch period is:

A) 35 min

B) 30 min

C) 1 customer / two minutes

D) 2 minutes / customer

Explanation / Answer

With the given data,

Total tome per customer to come and leave is 45 mins on an average

Table comprises 2 person

Hence each table takes 45 mins only because it is not the individual process time. In this case it is the process time to serve one table.

Lunch hour : 2 hrs , 60 customers come in which is as good as 30 considering 2 member each table and each table to serve 45 mins.

Hence flow rate is 1 customer per two minutes.

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