Restaurant Kazu: Managing Restaurant Congestion
(4 pages of text)
In 2018, Restaurant Kazu was operating at near full capacity with long waiting lines. Located in a mixed, high-density neighbourhood in the west end of downtown Montreal, Quebec, the full-service restaurant had been popular with patrons since its opening eight years earlier. However, the owner and chef wondered if he should address the issue of long waiting lines, which could discourage potential customers. If so, what measures could he take to improve the situation, and how cost effective would the measures be? With the start of the peak season only two weeks away, the owner had to make some quick decisions.
This case is suitable for undergraduate- or graduate-level classes dealing with business processes, service operations, and queuing or waiting line analysis. The case reviews the restaurant’s philosophy, management, procurement, and daily operations. The purpose is to illustrate the best practices in service operations and to stimulate discussions on service design and development. After completion of this case, students will be able to
- discuss the restaurant’s service process, estimate the throughput rate of each resource, and identify the bottleneck resource;
- conduct basic queuing analysis and estimate critical measures for the system, such as arrival pattern, average wait time, average queuing length, utilization rate, and fill rate;
- develop the capability to evaluate and to critique existing service systems; and
- develop reasonable options for service operation enhancements and discuss the pros and cons of each option on the basis of analytical data.
Accommodation & Food Services
Canada; United States; China, Small, 2018
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