What is it about?
A lean manufacturing metric called Takt time is used as a benchmark evaluation measure to evaluate service quality at fast food restaurants. The metric is applied to find the relative efficiency between three fast food restaurants belonging to different chains. The purpose of this paper is to help guide management through ways to improve customer service and increase performance.
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Why is it important?
The simplicity of using takt time calculations to measure the efficiency.
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This page is a summary of: Using lean manufacturing as service quality benchmark evaluation measure, International Journal of Lean Six Sigma, March 2016, Emerald,
DOI: 10.1108/ijlss-02-2015-0003.
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