Applying Capacity-management Science

Abstract

Using capacity-management science (CMS), a restaurant manager can make fact-based decisions on staffing and procedures to enhance both the guest's experience and restaurant profitability. The case of Browns Restaurant Group in London, England, provides an example of a CMS application. Managers at parent company Bass PLC thought Browns was not achieving its full potential. As project consultants, the authors applied CMS as follows. (1) Define the components of the restaurant production and servicedelivery system; (2) Measure the capacities of each component using work study and other measurement methods; (3) Measure the historical demand for each component by operating environment (e.g., meal period by day of week); (4) Calculate ideal capacity-usage levels by factoring steps 2 and 3; (5) Compare current usage with ideal capacity-usage levels and determine reasons for any variance; and (6) Establish working teams to rework any process, policy, layout, or capacity constraints that inhibit ideal performance. The analysis showed that Browns needed to increase its waitstaff for enhanced service, but could more than make up for that expense with a substantial reduction in kitchen work hours.