OPERATIONS MANAGEMENT
You have recently started a new job as a Junior Process Analyst in a large hospitality
business. Your manager has asked you to investigate one of the branches in their chain of coffee shops. The branch has received negative customer feedback and the sales have been declining. Your manager wants to understand if there are any underlying process related issues in the branch and how these could be resolved. Your manager wants you
to:
1) Gain understanding of the process structure (completed)
2) Measure and collect relevant data from the process (completed)
3) Build a model of the process using Arena simulation software
4) Simulate the current process and analyse the results to gain understanding of its
performance
5) Experiment with the capacity of the system to identify how the process could be
improved
6) Write a report to your manager summarising your findings (+/- 1,500 words)
You have completed Steps 1 & 2 and the information you have collected is summarised below.
Read the case study description from attached file. Develop and run Arena simulation model for the
current system. Analyse the results and then modify the system to identify optimal level of resources required. Note that you are only allowed to modify capacity. Write a technical report (1,500 words ±10%) that analyses the current performance of the process, conducts justifiable experiments and makes a clear and justified recommendations for the company.
