RTU DEPARTMENT OF INDUSTRIAL ENGINEERING PAGE 1

RIZAL TECHNOLOGICAL UNIVERSITY

Boni Ave., Mandaluyong City

College of Engineering and Industrial Technology

INDUSTRIAL ENGINEERING AND INDUSTRIAL TECHNOLOGY DEPARTMENT

A Term Paper entitled:

“Optimization of the queueing system of McDonald Cogeo branch using

simulation”

Presented by:

Veloria, Neomark G.

June 07, 2021

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Introduction

A fast food restaurant, commonly known as a quick service restaurant (QSR) in

the business, is a type of eatery that specializes in fast food and offers limited table

service. Fast food restaurants serve food that is typically part of a "meat-sweet diet,"

with a restricted menu, prepared in bulk and kept hot, finished and packaged to

order, and mainly available for takeout, but sitting may be available. Fast food chain

are usually part of a restaurant or franchise business that provides each location

with its standardized process, ingredients, partially prepared foods, and different

supplies.

Problem Definition and statement objectives

McDonald's Corporation was formed as an American fast food corporation in 1940's

as a restaurant in California, by Richard and Maurice McDonald. They register their

business as a simple hamburger stand then transformed it into a franchise in 1953

at Arizona site. McDonald's is the world's most profitable restaurant company, with

over 69 million customers served daily in over 100 countries and 37,855 locations as

of 2018.McDonald's is most known for their hamburgers, cheeseburgers, and french

fries, but they also provide chicken, breakfast, soft drinks, milkshakes, wraps, and

desserts.The company has introduced salads, fish, smoothies, and fruit to its menu
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in response to shifting consumer tastes and a negative criticism over the

unhealthiness of their meals.

Mcdo cogeo branch is experiencing problem of long service lines and several

queues at the order system checkout and specially in the order pick-up. McDonald's

revolutionary idea of employing an order system was fantastic, but it did have certain

drawbacks, particularly during peak hours. Through this study using queuing and

simulation method to optimize the employee performance in the way to satisfy the

customers, We can avoid service delays that can have a strong influence on client

happiness and service quality. As a result, cutting wait times and shortening lines

can improve service quality and customer happiness.

According to Migin (2014), “a good queuing model should (a) accurately

represent a real-life system and (b) be analytically tractable.”The arrival rate, service

rate, utilization rate, queue waiting time, and the likelihood of customers leaving the

restaurant were calculated using the M/M/s model base on G, Seigha; B, Gordon

Monday; O, Mobolaji Humphrey(2017). A simulation would be a great tool for

researchers to analyze McDonald's Philippines' queuing system without disrupting

the actual operation.

Model Formulation and Planning

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The system under investigation begins with the customer's arrival, when he forms a line with

the other customers in order machine and continues until he is served and exits the counter.

The system consists of one cashier counter and one order pick-up counter. Usually, here is

where the line forms so the researcher focuses solely on this stage of the operation.

Data Collection

To calculate the arrival rate and service rate, the study needs to know the average

inter arrival time and Service time. The researcher must conduct observation

because the data required for the study is not readily available. The McDonald's

restaurant in Cogeo branch was chosen as the study location because it is

convenient and easy to reach for the researcher.

Model Development
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Queue simulation is a tool for analyzing how resource-constrained systems

distribute resources to goods waiting to be served, when goods on hold may have

discrete variable in demand, such as delivery times and processing times.

A queuing system is defined by KleinRock as “any system in which arrivals create

requests on a finite capacity resource.” Different queuing models exist, but they all

follow the same structure:

 Arrival process

 Service process

 Number of servers

To create a mathematical model of the restaurant in the form that describes the

queuing simulation, some prior research on arrival pattern and distribution,

service nature and distribution, service mix arrival, and service volume is

required. The major events that produce an immediate change in the system’s

state are the input of customer into the system (customer arrival) and the

release of it after completion (customer departure/exit).

Verification and Validation

To check and verify the techniques for acquiring the data for the study, the

researcher will provide the data's that been used to produce the results. The study's

scope is limited to one particular outlet, the Cogeo branch. As a result, the branch
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manager as well as other staff members can be involved in verifying and confirming

the researchers' model. Finally, McDonald's consumers can test whether the

proposed model can produce the intended result.

The researcher would be able to pinpoint a specific problem only after finishing the

verification and validation step before moving on to the next stage of the investigation.

Experimentation

In the study, the researcher conduct a time study to gather the necessary data

needed. The researcher chose Queuing Theory and simulation method. The the

number of waiting time and idle time was determined using simulation to optimize

the McDonald's Cogeo branch's queue in order pick up counter.

Results Analysis and Presentation

The inter-arrival time of the costumers and the service time of the staff was calcuted which

served as the actual data. The 3 hours observation was gathered through time study.

The actual data was used to simulate when the system has only one staff in Order pick up

counter.

The following are the results based on the simulation of the researcher:
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Table.1 Simulation of Costumers Arrival and service at Order pick up Counter(Non-Peak

Hours)

INTER

INTER ARRIVA SERVIC OPERATO

COSTUME RD ARRIVA L TIME E SERVIC END WAITING R IDLE

R arrival L TIME AT START RD'S E TIME S TIME TIME

1 4764 2 10:36 10:37 6279 2 10:39 1

2 8416 10 10:46 10:46 8234 6 10:52 7

3 9434 14 11:00 11:00 5273 2 11:02 8

4 3420 2 11:02 11:02 1820 2 11:04

5 6827 6 11:08 11:08 6383 2 11:10 6

6 8521 10 11:18 11:18 1471 2 11:20 10

7 1129 2 11:20 11:20 3208 2 11:22

8 5806 2 11:22 11:22 8224 6 11:28

Table 1. Shows the results of the arrival of costumers and service of one staff/crew

available in first hour; using the column 1 of the first four digits in the table of

Random Digits. The arrival starts at 10:30am and service at 10:37am which shows

that the staff has lots of idle time.

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Table.2 Simulation of Costumers Arrival and service at Order pick up Counter( Peak

hours)

INTER

INTER ARRIVA SERVIC OPERATO

COSTUME RD ARRIVA L TIME E SERVIC END WAITING R IDLE

R arrival L TIME AT START RD'S E TIME S TIME TIME

9 9285 14 11:36 11:36 6331 2 11:38 8

10 6955 6 11:42 11:42 5482 2 11:44 4

11 5937 2 11:44 11:44 3445 2 11:46

12 8044 6 11:50 11:50 4611 2 11:52 4

13 2219 2 11:52 11:52 3193 2 11:54

14 5570 2 11:54 11:54 6273 2 11:56

15 5496 2 11:56 11:56 4841 2 11:58

16 5054 2 11:58 11:58 7303 6 12:04

17 661 2 12:00 12:04 8875 10 12:14 4

18 7321 6 12:06 12:14 7051 6 12:20 8

19 1799 2 12:08 12:20 1989 2 12:22 12

20 4934 2 12:10 12:22 4071 2 12:24 12

21 8262 6 12:16 12:24 8374 6 12:30 8

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Table 2 . Shows the results of the arrival of costumers and service of one staff/crew

available in second hour; using the column 1 of the first four digits in the table of

Random Digits. The arrival starts at 11:36am and service at 11:38am which shows

that the staff has almost don’t have idle time, and lots of costumers experience

waiting time.

Table 3. Simulation of Costumers Arrival and service at Order pick up Counter(Non-

Peak hours)

INTER

INTER ARRIVA SERVIC OPERATO

COSTUME RD ARRIVA L TIME E SERVIC END WAITING R IDLE

R arrival L TIME AT START RD'S E TIME S TIME TIME

22 9586 18 12:34 12:34 7055 6 12:40 4

23 1882 2 12:36 12:40 684 2 12:42 4

24 9670 18 12:54 12:54 1291 2 12:56 12

25 2039 2 12:56 12:56 5973 2 12:58

26 8416 6 1:02 1:02 4676 2 1:04 4

27 5670 2 1:04 1:04 5432 2 1:06

Table 3. Shows the results of the arrival of costumers and service of one staff/crew

available in Third hour; using the column 1 of the first four digits in the table of
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Random Digits. The arrival starts at 12:34noon and service at 12:40noon which

shows that the staff has lots of idle time.

Figure 4.

Figure 4 depicts the results of the simulation, which reveal that the number of

customers during peak hours (Hour 2) is too large for one staff/crew to handle.

Customers are waiting far too long, even though the usual wait time is only 2-3

minutes. The research highly recommend to put another crew/staff in peak hours to

improve the service and efficiency of the system.

Implementation and Documentation

To put the study’s findings into practice, the researchers might give a copy of the

article to the management of the McDonald’s Cogeo branch and let them decide

whether or not to add more staff/crew during peak hours to improve the queue
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system’s performance. They can also observe or compare the study’s results to their

current system to see if the research is valid. In the

study, the researcher recommended that one crew/staff be added to the system to

reduce customer wait times.

Recommendation

To make this study more credible, the researchers recommend for a further study on

future purposes. The next researchers who will pursue this study can also consider

the other factors that can affect the service of the management.

Documentation

Time study

TABLE 1. TIME STUDY RECORD SHEET

QUEUING IN QUEUING IN

COSTUMER ORDER ORDERING PAYMENT ORDER PICK EATING

ARRIVAL SYSTEM TIME TIME UP TIME EXIT

10:38- 10:5

10:29 10:30-10:33 10:33-10:33 10:33-10:36 10:37-10:38 10:50 3

10:4

10:38 10:40-10:41 10:41-10:42 10:42-10:44 10:44-10:45 - 5

10:45 10:45-10:46 10:46-10:47 10:47-10:48 10:48-10:51 - 10:5

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11:0

10:53 10:53-10:55 10:55-10:56 10:56-10:56 10:57-11:00 - 0

11:1

11:05 11:05-11:06 11:06-11:07 11:07-11:08 11:08-11:11 - 1

11:2

11:07 11:08-11:13 11:13-11:17 11:17-11:18 11:19-11:24 - 4

11:22- 11:5

11:10 11:10-11-12 11:12-11:13 11:13-11:15 11:15-11:21 11:52 4

11:25- 11:5

11:12 11:13-11:17 11:17-11:21 11:21-11:24 11:23-11:25 11:51 1

11:25- 11:5

11:18 11:18-11:19 11:19-11:23 11:23-11:24 11:23-11:25 11:51 1

11:30- 12:2

11:23 11:24-11:27 11:27-11:27 11:27-11:28 11:28-11:30 12:26 7

12:5

11:36 11:48-11:49 11:49-11:50 11:58-11:51 11:51-11:55 - 5

12:33- 12:3

11:37 11:37-11-37 11:37-11:38 11:38-11:38 11:38-11:42 12:35 5

12:08- 12:4

11:54 11:54-11:56 11:56-11:57 11:57-11:59 11:59-12:07 12:41 1

12:14- 12:2

12:03 12:03-12:03 12:03-12:04 12:04-12:04 12:04-12:14 12:23 5

12:05 12:21-12:24 12:24-12:26 12:26-12:26 12:26-12:30 12:31- 12:5

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12:56 8

12:25- 12:4

12:07 12:08-12:09 12:09-12:10 12:10-12:11 12:13-12:25 12:40 0

12:37-

12:23 12:23-12:24 12:24-12:25 12:25-12:28 12:28-12:37 1:35 1:35

12:37- 12:5

12:30 12:32-12:32 12:33-12:33 12:33-12:34 12:33-12:36 12:54 6

12:3

12:32 12:33-12:33 12:34-12:34 12:33-12:34 12:34-12:37 - 7

12:5

12:35 12:35-12:36 12:35-12:36 12:37-12:37 12:37-12:50 - 0

12:36 12:36-12:49 12:49-12:51 12:51-12:51 12:52-1:00 1:00-1:10 1:11

12:55-

12:37 12:48-12:48 12:50-12:50 12:51-12:51 12:51-12:54 1:00 1:01

12:5

12:41 12:42-12-45 12:45-12:46 12:46-12:46 12:47-12:56 - 6

12:53-

12:42 12:42-12:46 12:46-12:47 12:47-12:48 12:48-12:53 1:07 1:17

12:51 12:51-12:57 12:57-12:58 12:58-12:58 12:51-12:59 1:10-1:30 2:40

12:58 12:58-12:58 12:58-12:59 12:59-12:59 1:00-1:07 1:07-1:12 1:13

1:23 1:23-1:23 1:23-1:23 1:23-1:24 1:24-1:27 1:27-1:41 1:41

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ARRIVAL TIME

SERVICE
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References

Prince Sultan University, Riyadh, Saudi Arabia, (2015) – Simulation modelling

in healthcare: Challenges and trends. Retrieved from

https://ac.els-cdn.com/S2351978915001560/1-s2.0-S2351978915001560-

main.pdf?_tid=ab529072-9f19-458c-ad20-

e9c1b2195883&acdnat=1523472852_87e2132a510077f89542c4edfa365dc1

Simulation Modeling Retrieved from

https://en.wikipedia.org/wiki/Simulation_modeling
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Kleinrock, L. (1975) Queueing Systems. Volume 1. Theory. Srivastava, H. M. &

Kashyap, B. R. K. (1982) Special functions in queuing theory and related

stochastic processes.