OLIVER’S

DINER
Bringing Good food In Your Life

1
 BACKGROUND
 Restaurant Grand Bend was located on the shore of
Lake Huron, which was a popular destination which
attracted 2100 visitors round the year and 5000 visitors
in the peak summers.
 Retro Themed Restaurant
 Casual Dining Food
 90-Seat diner with 25 tables
 10 employees
 One Host/cashier
 Four Servers
 Three Chefs
 Two bussers
 Oliver spends 50% of Time assisting the Chefs.
 Turnaround Time :75 minutes

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 PROBLEM
STATEMENT
• Oliver peter, owner of Oliver’s Diner wants to improve
operations and customer service. The main objective of
the Oliver is to provide great customer satisfaction and get
efficient customer turnover rate. However, high volumes
have put strain on the already low number of staff causing
inefficiencies. These include high waiting time causing
customer dissatisfaction and long queues.

03
 PROCESS
Hostess Seats
Long the customer
Server takes
Chef’s prepare
queues providing them customer
food
with menu order
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Server presents
Hostess Busser cleans food to customer
handles and resets the and pitches for 04

payment tables Diner’s special

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 PROBLEM ANALYSIS
• Customer Que time is two high ( around 75 min). Goal is
to bring it down to 60min
• Hostesses has too many responsibility
Taking in customers and seating them
Greeting them, providing them with menu and
telling them about specials
Cashier
• The hostess process is creating a bottleneck
• 20 minutes waiting queue for getting a table
• 20 minutes waiting for preparing orders in kitchen

5
 Evaluating opportunity
& improvements
• Customers one time concerns
• Improvement in restaurant Pagers
• Installing Display Board Specials and freshly
baked pies
• Eliminate the need to wait for a table
• Not taking reservation which would involve
change in policies
• Staffing level changes
• Reinforce diner’s retro décor
• Wooden seating booth change

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Our Solutions
 Text Alerts
 Hire additional host
 More chefs to reduce
preparation time
 Outside Seating
 Allow Reservations

7
THANK YOU!

AKASH
BHAVYA
CHAHAT A
DEVANSHI
ANUSHA
ADESH