Describe the current process and analyze the results to gain understanding of its performance
Operations Management 2021-22
Case Study
You have recently started a new job as a Junior Process Analyst in a large hospitality business. Your manager has asked you to investigate one of the branches in their chain of coffee shops. The branch has received negative customer feedback and the sales have been declining. Your manager wants to understand if there are any underlying process related issues in the branch and how these could be resolved. Your manager wants you to:
1) Gain understanding of the process structure (completed)
2) Measure and collect relevant data from the process (completed)
3) Build a model of the process using Arena simulation software
4) Describe the current process and analyze the results to gain understanding of its performance
5) Explain the Experiment with the capacity of the system to identify how the process could be improved
6) Write a report to your manager summarizing your findings (+/- 1,500 words)