ilar's iqc
TRANSCRIPT
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I. Project SISIGma: Food Quality and Dining Improvement of Ilar’s
Kitchenette
II. Team Organization
Dakanay, John Patrick R. (Team Recorder )
De Jesus, Carlo Adrine B. (Team Leader )
Mabanglo, Samuel Benedict B. (Open minded and Creative)
Reguyal, Ardreen B. (Open minded and Creative)
Romero, Ericka Patricia D. (Process Observer )
San Juan, Joseph H. (Team Recorder )
III. Project Background:
Ilar’s Kitchenette is a “carenderia” restaurant that is known for their
silogs and sizzling dishes. The top selling tapsilog and pork sisig will make you
an everyday diner at Ilar’s. Also, Ilar’s is famous to UST students because of
their affordable prices ranging from 50 to 80 pesos. This comes with a free drink
and free extra rice for students. You can access the three branches of Ilar’s, one
in Piy Margal St., Jhocson St., and the other in Lacson.
Being one of Ilar’s customers, we students have experienced good and
bad qualities of the restaurant as well. As for the quality management is
concerned, the researchers are focusing on processes that can be improved by
using techniques that we have learned in Industrial Quality and Control. The
group hasdecided to work on two perspectives: the customer’s and the service
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crew itself. The study will revolve around the qual ity of food the customer’s
receive and the quality of service they have been experienced. Also, the group is
aiming for the service crew’s standpoint on how they render services. The
researchers are also making improvements on some factors such as food waste.
Through the help of some IQC tools, the group is able to identify some
of the problems and propose a solution to solve them.
Here is the SIPOC of Ilar ’s. Through this tool the researchers will understand
better the process in providing food.
1. SIPOC (Current State)
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2. Flow Process Diagram- Food Deployment
This is the FPD of Ilar’s. The group focused on food deployment because this
is where the “bottleneck” takes place. Foods are being deployed one by one
because the silogs (pre-cooked meals which are ready to be plated) are
deployed earlier than the sizzling (cooked in sizzling plates), which requires more
time to cook.
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3. Affinity Diagram
Unsatisfied Customers of Ilar’s Kitchenette
4. Voice of the Customer (Critical to Quality)
Quality Dining experience Wasted foodDelivery
Food is cold
Food waits
and therefore
it affects the
taste.
Food is
sometimes
undercooked
Orders do not
arrive at the
table at the
same time
Makes the
food cold
Some orders
take a long
time to be
delivered
Lack of
synchronizati
on in
deployment
of orders
Customers
wait for a long
time to be
seated
Many wasted
“free” rice.
Not all eats
the free extra
rice.
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IV. Problem Statement
Why, Why, Why Diagram
*Food is cold, below 41 °F, not safe for food consumption
Why? It is not heated
Why? It is pre-cooked
*Food is cold, below 41 °F, not safe for food consumption
Why? Food waits.
Why? It is delivered early.
Why? Other orders on the table are not complete.
Why? Other orders are still cooking.
Why? Lack of synchronization in deployment of orders.
*Customers are waiting for available seats.
Why? All seats are occupied.
Why? Layout is not optimized.
*Too many “free” excess extra rice.
Why? Number of requests is not accurate.
Why? Extra rice is given by number of orders.
*Free Extra Rice contributes to food wastage.
Why? Other customers do not consume the free extra rice.
Hot foods need to be kept above 151oF to prevent bacteria build up. Food is
considered cold if it is below 41oF. Also, below 41oF, bacteria growth is present.
Problem #1: Food is cold and not safe to be consumed.
Problem #2: Food waste.
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Control Chart
Time X1 X2 X3 Average Range
11:00AM 9.75 9.75 10.25 9.92 0.50
11:30AM 10 10.25 10.5 10.25 0.50
12:00NN 10.2 10.5 9.75 10.15 0.7512:30PM 10.2 10.4 10.1 10.23 0.30
1:00PM 9.75 10 10 9.92 0.25
10.09 0.46
Computation: Upper Class Limit (Mean)
UCL = Xdbar + A2*R
= 10.09 + 1.023*0.46
= 10.56
Lower Class Limit (Mean)UCL = Xdbar - A2*R
= 10.09 - 1.023*0.46
= 9.62
9.00
9.20
9.40
9.60
9.80
10.00
10.20
10.40
10.60
10.80
1 2 3 4 5
X Chart
Central Limit Upper Control Limit Lower Control Limit Data
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Time RangeLCL(Range)
UCL(Range)
11:00AM 0.50 0.00 1.18
11:30AM 0.50 0.00 1.18
12:00NN 0.75 0.00 1.18
12:30PM 0.30 0.00 1.181:00PM 0.25 0.00 1.18
Computation: Upper Class Limit (Range)
UCL = D4*Rbar
= 2.574*0.46
= 1.18
Lower Class Limit (Range)
UCL = D3*Rbar= 0
0
0.2
0.4
0.6
0.8
1
1.2
1.4
1 2 3 4 5
R Chart
Range Upper Class Limit Lower Class Limit Data
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There are no outliers. Therefore, the process is statistically stable. Also,
the researchers computed for the Z, which is the probability of having good
service. The researchers assumed that the population mean of waiting time for
an order is ten minutes, which is also supported by the survey conducted.
P(Z<2.02) = 98%
Therefore, 98% of the time, Ilar’s serve the food well (below 10 minutes).
However, the researcher aims to lessen this waiting time of 10 minutes.
Problem #3: Lengthy waiting time.
Xbar = 10.56
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Cause and Effect Diagram
0
20
40
60
80
100
120
Pre-Cooked Unsynchronized
Deployment
Late
Consumption
Weather is Cold
(Ambient
Temperature)
Others
Histogram and Pareto Diagram
Frequency Pareto Diagram
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V. Objectives:
1. To deliver food at 165 °F for silogs and 390 °F for sizzling.
*Pre cooked food (silogs) are cold when served.
2. To reduce food waste (excess extra rice) by 100%.
*Voluntary giving of free extra rice in every customer leads to food
waste.
3. To reduce customer waiting time by at least 20%.
*Average waiting time is 10 minutes.
VI. Recommended Solutions
DECISION MATRIX
-Solution for re-heating or keeping precooked meals (silogs) above 135 °F.
COST (5) RESULT
IMPACT(15)
PROBABILITY
SUCCESS (10)
TOTAL
POINTS
SOLUTION A
Food Warmers
High
3x5=15
High
3x15=45
High
3x10=30
90
SOLUTION B
Microwave
Low
1x5=5
Medium
2x15=30
Medium
2x10=20
55
SOLUTION C
Heat Lamp
Medium
2x5=10
Low
1x15=15
Medium
2x10=20
45
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SOLUTION #1
*Sizzling meals are always above 390 °F because it is the standard
temperature in order to make the “sizzling” sound. Every meal are cooked and
served on the sizzling plate.
According to the USDA's rules regarding food-safe temperatures, all
cooked foods should be held at a minimum of 135 degrees Fahrenheit after
cooking. Temperatures at or above this level have been scientifically proven to
eliminate the growth of bacteria that cause foodborne illnesses. In order to make
the food safe and warm for human consumption, the group proposed a fire-
warmed type food warmer; these are the warmers that use steam as source of
heat. Water that become steam is heated by a chamber that is fueled by
denatured alcohol. This can last for hours depending on the usage. This kind of
food warmer is durable and made of stainless steel.
Source: http://www.ehow.com/facts_5825763_food-warmer_.html
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SOLUTION #2
SIPOC (Future State)
Supplier
Market
GasCompany
ElectricCompany
WaterCompany
EquipmentStore
Input
Waiter/Server
Cook
Rice
Fish
Pork
Beef
Vegetable
Oil
Seasoning
Sauce Gasoline
LPG
Water
Electricity
PlasticCups
Spoons
Forks
Plates
ToothPick
CookingEquipment
Canister
TissuePaper
RiceJug
FoodWarmer s
Output
Food
Services
Customer
Employees
Students
Professors
Residents
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New Process
Prepare the food
and wait for it to
be ready to serve
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The investigators have eliminated the voluntary giving of extra rice
because this is where the food waste is generated. Different customers have
different preferences on whether they will avail the free extra rice or not.
Because of this, the group came up with a new process: to make the
customers ask for extra rice. By this, we can know if the customers want another
cup of rice. Also, the proposal will eliminate food waste because the Ilar’s’ rice
server will only serve customers that will ask for the extra rice. It is also efficient
to use the “rice jug” as an alternative (like in Mang Inasal) because it will keep
the rice warm because of its insulation, and it will be agile to serve customers. It
will also be economical because it will eliminate the number of dishes used in
serving extra rice.
Through this process the deployment of food will be synchronize. Cooking
the egg while waiting for the sizzling to be ready will make both orders deployed
simultaneously. (Refer to flowchart)
SOLUTION #3
The researchers have found out that it takes about 2 minutes to heat a
sizzling plate. The team proposed that during peak hours, 11:00AM – 1:00PM
and 5:00PM – 7:00PM, the staff should pre-heat the sizzling plates to eliminate
the delay caused by heating. Pre-heating the sizzling plates will make the cycle
time of cooking faster by 20%.
The group also proposed the use of the readily available landline
telephones; to easily coordinate with the other branch located one street away.
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Through this the management can maximize their capacity and increase their
profit by properly allocating and accommodating the waiting customers of each
branch.
VII. Pilot Study Project Implementation
a. Budget Proposal
b. Gantt Chart
CASH
OUTFLOW QUANTITY AMOUNT EXPENSES SUBTOTAL
Food
Warmers 4 1,500 6,000 6,000
"Rice Jug" 1 270 270 270
Total P6, 270