Execute the improve phase of the Six Sigma DMAIC project including the following:Identify means to remove the causes of defects. Confirm the key variables and quantify their effects on the critical-t

Six-Sigma DMAIC Training II

Team C

OPS/571

Oct 15, 2018

Robert Sell

Six-Sigma DMAIC Training II

(Start Matt)

McDonald’s: Analyze Phase

The Analyze Phase of Six-Sigma focuses highly on determining which are the most limiting factors in an organization’s production processes and intends to map out those concerns. The two areas of focus during this analyzation period for McDonald’s are customer lead time and accuracy of order, these items will be mapped and dissected in order to find problem areas within their processes. Once the data is mapped and the weakest links of the processes are identified; determining corrective measures then verifying those measures will be necessary.

Problem Statements

In order to better understand how to address the issues with McDonald’s production process let’s first look at the problem statements that were developed in response to the Drive Through Performance Study (Oches 3, 2018).

Customer lead time at McDonald’s was ranked fourth of seven fast food chains which led to a decrease in profit, loss of customers, and decreased customer service. During a four month study in 2013 in the months of April through July, the customer lead time was nine seconds over the sample average and almost a full minute longer for McDonald’s compared to the leader in Customer Lead Time; Wendy’s (Oches 1, 2018).

Accuracy of order at McDonald’s was ranked fourth of seven fast food chains which lead to a loss of customers and decrease of customer service. During a four month study in 2013 in the months of April through July, accuracy of order was 3.3 percent lower for McDonald’s compared to the leader in order accuracy; Chick-fil-A (Oches 2, 2018).

Process Mapping and Waste Removal:

The primary problems with McDonald’s fast food appear to be the extended customer lead times and accuracy of order, these items are difficult to improve on considering McDonald’s has a very lean production process. No matter how good the process is that an organization has it will ultimately be slowed down if there is too much variation in product, this is why I suggest that the McDonald’s limits the amount of menu items available. By reducing menu items it will take customers less time to choose an order and less time it will take to deal with the variation of products. The products that I suggest removing are the items that sell the least during the current season and which also take more exotic ingredients than most of the other menu items.

The below is an estimate of the McDonald’s production process for it’s primary sales which include beef and chicken burgers, fries, and a drink. By determining the average time that it takes by step in the process, the average customer lead time, order accuracy, and product presentation can be improved.

Oches 1, S. (2018). The Drive-Thru Performance Study: Average Service Time. Retrieved from https://www.qsrmagazine.com/content/drive-thru-performance-study-average-service-time

Oches 2, S. (2018). The Drive-Thru Performance Study: Order Accuracy. Retrieved from https://www.qsrmagazine.com/content/drive-thru-performance-study-order-accuracy

Oches 3, S. (2018). The Drive-Thru Performance Study. Retrieved from https://www.qsrmagazine.com/reports/drive-thru-performance-study?page=3

(End Matt)