Track: Undergraduate Student Paper Competition

Abstract

As digitalization is on the rise, customers are rapidly changing the way they engage with accessibility and convenience yet the typical drive-through remains unchanged from when it was introduced in 1947. The researchers conducted a time study in different fast-food restaurants that offer a drive-through service in Metro Manila, Philippines. Data showed an average of 6.27 minutes for the whole transaction in the existing layout. Through the use of ProModel Software, the researchers have identified that out of 100 customers, 57 of them experience long queues and delays while 43 of them does not. This paper aims to provide an improved method of operation by revamping the traditional layout of a fast-food drive-through restaurant, reducing the processing time in the proposed layout by 52%, equivalent to 3.27 minutes. The simulation shows that 57 customers who experience long queues and delays in the existing system have been reduced to 8 customers in the proposed system which has an 86% improvement in the operation.