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Total Quality Methodologies Engineering

INSE 6210

Project Proposal

To improve the quality of the services and material of Tim Horton

Submitted to:
Professor Dr. NizarBougilla

Submitted By:
Student ID

Student Name
Shahzad Khan
Mudassir Aman
Qazi Sibghat ul haq

The Tim Hortons chain was founded in 1964 in Hamilton, Ontario. The chain's focus
on top quality, always fresh product, value, great service and community leadership
has allowed it to grow into the largest quick service restaurant chain in Canada
specializing in always fresh coffee, baked goods and home-style lunches.
The first Tim Hortons restaurants offered only two products - coffee and donuts.
The selection of donuts to enjoy was highlighted by two original Tim Hortons
creations, the Apple Fritter and the Dutchie. They became the most popular donut
choices in the 60's, and remain two of the most popular today.
But as consumer tastes grew, so did the choices at Tim Hortons. The biggest
change in the chain's product focus took place in 1976 with the introduction of the
phenomenally successful Timbit (bite-sized donut hole), today available in over 35
different varieties. The chain's growth into the 1980's brought about a whole series
of new product introductions: muffins (1981), cakes (1981), pies (1982), croissants
(1983), cookies (1984), and soups & chili (1985). Sandwiches, which were originally
introduced in 1993, were re-introduced as a new and improved line-up of 6
varieties, called "Tim's Own", in 1998. Also, in the 1990's, bagels (1996), flavored
cappuccino (1997), Caf Mocha (1999) and Iced Cappuccino (1999) were
introduced. In 2003, the Turkey Bacon Club sandwich and Maple Pecan Danish were
successful menu additions. In 2005 Tim Hortons introduced, Yogurt & Berries,
Cinnamon Roll and Hot Smoothee to the menu. Many new great products were
added to the menu in 2006 such as the Chicken Salad Wrap and the hot Breakfast
Sandwich (eggs, sausage or bacon, processed cheese on a toasted homestyle
Customer Analysis
The Tim Hortons target market consists of two segments: the loyalists and the
customers who are on-the-go. Customers who are on-the-go, those on the way to
work or on the way to school, predominates the drive through market. Most of the
time these customers are looking for the nearest coffee to their work place and can
be quite price sensitive. The possibility of these customers switching brands is high
but they will seek Tim Hortons due to convenience.

Tim Hortons is a quick service restaurant specializing in freshly brewed coffee,
doughnuts, and home-style lunches. Marketing analysis show that although Tim
Horton faces aggressive competition from various quick service restaurants.

Even though approved by the majority of the population, Tim Horton customers
have been facing some problems over the last few years:

The first one is related to delays. Due to staffing requirements and delivery of
material on time is the basic reason of lineup. Due to which customers have
to wait for long.
The second is related to the cleanliness and using one utensil for different
types of products. As Tim Hortons has donuts besides it has also sausage
and bacon but during its baking same utensils are used which is alarming for
some customers.
Small freezers so most of the items need to be frozen cannot be freeze.
Lack of washing stations.
Non-professional staff.
Quality of the material fluctuates from best to worst.

Tim Hortons mission is to be the industry leader through commitment to excellence
in people, product quality, value, cleanliness, customer service, and community

Staffing plan for the new Tim Hortons has been developed to ensure that staffing
levels are in line with demand and that staff are capable of maintaining the required
high levels of service and product quality.

There are two common models used by business executives and Six Sigma
professionals to advance and improve quality levels within a company: these are
DMAIC and the DMADV methods. Of the two methods that are used, the DMAIC, is
the most common and the one that will be used in this project. Each phase in this
model has a significant purpose and different procedures that are used to make
sure results are correct.
The DMAIC acronym stands for define,measure, analyze, improve and control. A
team is put together to make sure that each phase of the model is completed in the

proper order. The first phase is the Define. To be successful and to be able to
measure the degree of success or failure, one must have a goal in mind. The first
step in the process is to define the goal of the project and the requirements of both
internal and external customers. While the team is working in the define phase,
they will be searching the company procedures to identify what and where the
issues are that are causing the biggest problems. This could mean questioning
employees and analyzing procedures more carefully.
During the Measure phase, all pertinent data is collected and carefully stored for
future reference. Measuring has to do with quantification. One must be able to
quantify the goals of the management and the needs or desires of the customer. If
you have no way of measuring against a standard of some sort, then you will be lost
at sea during the guts of the project. There must be a point of reference that will
allow for accurate measurement. This phase is different from the defining stage
specifically because the major goal is information gathering, not defining.