1 I. Project SISIGma: Food Quality and Dining Improvement of Ilar’s Kitchenette II. Team Organization Dakanay, John Patrick R. ( Team Recorder) De Jesus, Carlo Adrine B. ( Team Leader) Mabanglo, Samuel Benedict B. ( Open minded and Creative) Reguyal, Ardreen B. ( Open minded and Creative) Romero, Ericka Patricia D. ( Process Observer) San Juan, Joseph H. ( Team Recorder) III. Project Background: Ilar’s Kitchenette is a “carenderia” restaurant that is known for their silogs and sizzling dishes. The top selling tapsilog and pork sisig will make you an everyday diner at Ilar’s. Also, Ilar’s is famous to UST students because of their affordable prices ranging from 50 to 80 pesos. This comes with a free drink and free extra rice for students. You can access the three branches of Ilar’s, one in Piy Margal St., Jhocson St., and the other in Lacson. Being one of Ilar’s customers, we students have experienced good and bad qualities of the restaurant as well. As for the quality management is concerned, the researchers are focusing on processes that can be improved by using techniques that we have learned in Industrial Quality and Control. The group hasdecided to work on two perspectives: the customer’s and the service
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I. Project SISIGma: Food Quality and Dining Improvement of Ilar’s
Kitchenette
II. Team Organization
Dakanay, John Patrick R. (Team Recorder )
De Jesus, Carlo Adrine B. (Team Leader )
Mabanglo, Samuel Benedict B. (Open minded and Creative)
Reguyal, Ardreen B. (Open minded and Creative)
Romero, Ericka Patricia D. (Process Observer )
San Juan, Joseph H. (Team Recorder )
III. Project Background:
Ilar’s Kitchenette is a “carenderia” restaurant that is known for their
silogs and sizzling dishes. The top selling tapsilog and pork sisig will make you
an everyday diner at Ilar’s. Also, Ilar’s is famous to UST students because of
their affordable prices ranging from 50 to 80 pesos. This comes with a free drink
and free extra rice for students. You can access the three branches of Ilar’s, one
in Piy Margal St., Jhocson St., and the other in Lacson.
Being one of Ilar’s customers, we students have experienced good and
bad qualities of the restaurant as well. As for the quality management is
concerned, the researchers are focusing on processes that can be improved by
using techniques that we have learned in Industrial Quality and Control. The
group hasdecided to work on two perspectives: the customer’s and the service
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crew itself. The study will revolve around the qual ity of food the customer’s
receive and the quality of service they have been experienced. Also, the group is
aiming for the service crew’s standpoint on how they render services. The
researchers are also making improvements on some factors such as food waste.
Through the help of some IQC tools, the group is able to identify some
of the problems and propose a solution to solve them.
Here is the SIPOC of Ilar ’s. Through this tool the researchers will understand
better the process in providing food.
1. SIPOC (Current State)
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2. Flow Process Diagram- Food Deployment
This is the FPD of Ilar’s. The group focused on food deployment because this
is where the “bottleneck” takes place. Foods are being deployed one by one
because the silogs (pre-cooked meals which are ready to be plated) are
deployed earlier than the sizzling (cooked in sizzling plates), which requires more
time to cook.
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3. Affinity Diagram
Unsatisfied Customers of Ilar’s Kitchenette
4. Voice of the Customer (Critical to Quality)
Quality Dining experience Wasted foodDelivery
Food is cold
Food waits
and therefore
it affects the
taste.
Food is
sometimes
undercooked
Orders do not
arrive at the
table at the
same time
Makes the
food cold
Some orders
take a long
time to be
delivered
Lack of
synchronizati
on in
deployment
of orders
Customers
wait for a long
time to be
seated
Many wasted
“free” rice.
Not all eats
the free extra
rice.
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IV. Problem Statement
Why, Why, Why Diagram
*Food is cold, below 41 °F, not safe for food consumption
Why? It is not heated
Why? It is pre-cooked
*Food is cold, below 41 °F, not safe for food consumption
Why? Food waits.
Why? It is delivered early.
Why? Other orders on the table are not complete.
Why? Other orders are still cooking.
Why? Lack of synchronization in deployment of orders.
*Customers are waiting for available seats.
Why? All seats are occupied.
Why? Layout is not optimized.
*Too many “free” excess extra rice.
Why? Number of requests is not accurate.
Why? Extra rice is given by number of orders.
*Free Extra Rice contributes to food wastage.
Why? Other customers do not consume the free extra rice.
Hot foods need to be kept above 151oF to prevent bacteria build up. Food is
considered cold if it is below 41oF. Also, below 41oF, bacteria growth is present.
Problem #1: Food is cold and not safe to be consumed.
