Analyzing Operational Challenges and Solutions for Oliver's Diner

This case study analyzes the operational challenges faced by Oliver's Diner, focusing on issues such as long customer queues and extended table turnover times. The solution proposes two primary strategies to address these issues: implementing an online reservation system and increasing the number of both front-of-house and back-of-house staff. The introduction of online reservations aims to reduce wait times and improve table management, while the increased staffing levels are designed to speed up service and enhance customer satisfaction. The analysis also considers the specialization of staff roles, such as dedicated table cleaners, to further streamline operations. The paper concludes by emphasizing the importance of these changes for Oliver's Diner to improve its service quality and effectively manage its growing customer base, drawing on the provided references to support the recommendations.

Running head: OLIVER’S DINER 1
Oliver’s Diner
Student’s (Name)
Institution

OLIVER’S DINER
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Oliver’s Diner
Introduction
Oliver’s Diner is currently facing various operational challenges which when not solved
with appropriate functional system solutions can lead to losing of the customer. The content of
this paper, therefore, provides appropriate solutions which will help Oliver Diners as for an
extended period.
Long-term system operational solutions
Allow customers to make reservations through an online platform
Based on the long queues and longtime taken in the kitchen when preparing meals,
Oliver should consider his policy of not allowing customers to make their reservation and allow
them to make reservations on an online platform. Making reservation will reduce the time taken
to change from one group to the next. Moreover, Oliver should not just allow reservation but
come up with an online platform which will allow customers to make reservations from any
place even without being within the restaurant promises (Bernstein & Sheen, 2016). Through the
online reservation the business will be able to avoid long queue within the premises. Through
reservations the restaurant will be able to reduce the waiting hours as customers will be coming
directly to their already organized tables at a given specific time. According to the data collected
by Oliver, he takes around 75 minute to turn around the tables, this is because customers come to
the restaurant get received and wait for the meal within the premises. This time can be reduced as
reservations will enable the cook to prepare the meal earlier to the customers’ arrival eliminating
the 10 minutes meal preparation time (Abel & Obeten, 2015). Moreover, booking will also allow

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the restaurant to avoid lineups outside as customers will be coming in at the specific time thus
improved service provision and customer satisfaction.
Increase the number of workers both front and back
Making changes in the staff level is another long-term change that Oliver should consider
to improve on service and succeed with the restaurant. Based on the current increasing number of
customers, it is crucial to increase the number of workers so that the service time can be reduced.
Currently, the restaurant has four chefs who can make meals at an average of ten minutes, and
yet some orders wait for a quite long time before prepared (Hertz, 2017). Increasing the number
of chefs will enable the restaurant to prepare meals at an average of 5 minutes thus reduced
amount of time taken to turn around tables. Oliver should also increase and specialize workers in
the front as cashiers are the same people who clean the tables at the same time receive receipts
for meals. Oliver should employ table cleaners for swift change from one group of customers to
the next (Pougnet & Martin-Rios, 2016). This will also reduce the number of customers waiting
on the line, Oliver should also take a management role to increase the swiftness within the
restaurant to maintain mundane and routine within the restaurant.
Conclusion
Through the content analysis of the case, Oliver should implement changes within the
restaurant operation system. The current challenges are as a result of system operation and the
incapability of the existing staff to offer quick services to the increasing number of customer.
Oliver should, therefore, make changes within the staff levels and allow a reservation to enable

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then serve as many customers as possible within a given time span and overcome the current
challenges.
References
Abel, E. E., & Obeten, E. (2015). Restaurant Customer Self-Ordering System: A Solution to
Reduce Customer/Guest Waiting Time at the Point of Sale. International Journal of
Computer Applications, 111(11).
Bernstein, S., & Sheen, A. (2016). The operational consequences of private equity buyouts:
Evidence from the restaurant industry. The Review of Financial studies, 29(9), 2387-
2418.
Hertz, H. S. (2017). Consider a Busy Restaurant Kitchen as a System. Leadership.
Pougnet, S., & Martin-Rios, C. (2016). Improving hotel Starlac’s human resources and talent
management system. Thousand Oaks, CA: SAGE Business Cases. doi, 10,
9781473944626.