Process-Flow Analysis – OM in the News

Faster Plane Turnaround Times Pay Off

Besides cramped seats, what do you hate the most about flying?

The answer is probably waiting. Flight delays, long waits on the runway before takeoff, and extensive taxiing after landing often result in missed connections and distress for passengers. The waits also cost airlines money. A lot of money. To control those substantial costs, airlines are trying to cut turnaround times at the airports. Some projects are still being piloted, but they seem promising. For once, it appears that airlines’ cost-cutting […]

By Corinne M. Karuppan, Ph.D.|2023-12-05T06:29:14+00:00December 8, 2023|Tags: efficiency, process analysis, process improvement, value, waiting line, waiting time|

Shorter Wait Times at Starbucks

How long will you wait for your favorite latte concoction at Starbucks?

According to recent surveys, about 5 minutes. That is quite a bit…for you and the company! Long waits annoy customers and are bad for business. Starbucks is trying to remedy the problem with the Siren System. It should reduce wasted motion time, but is it enough to accommodate staff shortages and high levels of customization? Only time will tell.

Video Spotlight: Starbucks to Spend […]

By Corinne M. Karuppan, Ph.D.|2023-10-12T14:19:58+00:00October 8, 2023|Tags: bottleneck, JIT, job design, lead time, productivity, TOC, waiting lines|

Drive-Thru Confusion Impedes Smooth Flow

Customer confusion is not uncommon in drive-thru lanes.

Increasing demand, and various order types such as in-person, online, and 3^rd party delivery, have complicated the drive-thru line. Many restaurants are adding multiple lines to handle demand, adding complication for the customer.

Many Chick-fil-A’s have experienced backups that extend into the street blocking traffic. A new Chick-fil-A in Lafayette, Louisiana, is a recent example. Many of their customers have been driving into the area where employees park. Chick-fil-A employees are working to help […]

By Ross L. Fink, Ph.D.|2023-09-22T05:29:34+00:00September 22, 2023|Tags: queuing theory, waiting line|

The USPS Wants to Deliver its Operations Strategy

The USPS continues its ambitious transformation.

Although the first two years of the ten-year transformation plan have produced mixed results, the Postmaster General wants to forge ahead with the pursuit of excellence in quality, cost, delivery, and flexibility. Because revenues from mail delivery continue to decline, the USPS is targeting shippers, a bold move for a late entrant in the package delivery business. This strategy requires a complete overhaul of the organization. Modernization and streamlining of services and […]

By Corinne M. Karuppan, Ph.D.|2023-06-19T21:16:03+00:00June 21, 2023|Tags: automation, bottleneck, carbon footprint, competitivness, delivery, JIT, logistics, process management, productivity, service quality, strategy, supply chain management, sustainability|