Case Analysis: Rapido Burrito.
Study the case and answer the questions.Instructions:
The case is located on page 61 of the textbook.
Support your statements using scholarly references (APA 7 style).
Book Title: eTextbook: Operations & Supply Chain Management
Chapter 2. Analytics and Performance Measurement in Operations and
Value Chains
Rapido Burrito
Rapido Burrito
Rapido Burrito is a small, regional chain of quick service restaurants. Rather
than wait in a cafeteria-style line, customers check boxes for their choice of
ingredients, sauce, and so on paper menus at their table. The food is prepared
quickly and then delivered to the tables.
Lately, one of the store managers has been hearing customer complaints, such
as: “The tortillas are too thin”; “The food is not hot”; “Every time I get a burrito,
it seems to be a different size”; and “I got the wrong ingredients on my
burrito.” Many complaints were submitted through the corporate website.
The district manager was most concerned with the comments about the
consistency of size. One of the staff designed a customer survey using the
questions in Exhibit 2.10, based on a 5-point Likert scale for the first 10
questions. The last two questions were coded as a 1, 2, 3, or 4.
Exhibit 2.10 Customer Survey Questions
1.
Was the menu easy to read?
2.
Was the order prepared correctly?
3.
Was the food tasty?
4.
Was the food served hot?
5.
Were employees courteous and polite?
6.
Was the restaurant clean?
7.
In your opinion, did you receive a good value for the price
you paid?
8.
What was your level of satisfaction?
9.
How likely are you to dine with us again?
10.
How likely are you to recommend us to your friends/family?
11.
How often do you eat at Rapido Burrito? First time, less than
once/month, one to three times a month, weekly?
12.
What was the main ingredient in your burrito: chicken, beef,
pork, or beans?
They administered the questionnaire to 25 random customers. The
restaurant also gathered data on the weights of 50 samples of 3 burritos (a total
of 150). Both the survey data and weight data are available in the Excel data set
Rapido Burrito Case Data.xlsx.
Case Questions for Discussion
1.
What conclusions do you reach when you calculate descriptive statistics
for the answers to each of the survey questions in the database?
2.
If you average the responses to the first seven questions by customer,
how closely are those averages correlated to the satisfaction score?
Include a scatter chart in your analysis.
3.
Use Excel to analyze the data on burrito weights using descriptive
statistical measures such as the mean and standard deviation, and a
frequency distribution and histogram. What do your results tell you
about the consistency of the food servings?
4.
What recommendations for decision making and improvement can you
make to the store manager?
Rapido Burrito Case Data
Customer survey responses
Menu was easy to read
Order was prepared correctly
Food was tasty
Food was served hot
Employees were courteous and polite
Restaurant was clean
Value for price paid
Overall satisfaction
Likely to dine with us again?
Likely to recommend us to friends?
How often do you eat at Rapido Burrito?
First time (1), less than once/month (2), 13 times a month (3), weekly (4)
What was the main ingredient? chicken
(1), beef (2), pork (3), beans (4)
Sample Number
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
1
4
4
5
4
5
5
5
4
4
4
2
3
4
3
2
4
5
4
3
3
2
3
5
5
4
3
4
4
3
4
3
3
4
4
3
3
1
3
3
2
3
2
2
5
5
4
4
5
4
4
5
4
4
4
6
5
5
5
5
5
5
5
5
5
5
3
2
1
1
4
1
1
1
3
4
1
1
Weights of Burritos (Pounds)
1.43
1.40
1.84
1.43
1.68
1.50
1.34
1.29
1.62
1.34
1.62
1.61
1.66
1.46
1.57
1.60
1.53
1.65
1.35
1.31
1.46
1.63
1.71
1.55
1.47
1.50
1.59
1.54
1.72
1.40
1.48
1.48
1.37
1.73
1.49
1.40
1.55
1.45
1.45
1.53
1.46
1.57
1.61
1.39
1.69
1.49
1.47
1.53
1.47
1.52
1.45
1.38
1.78
1.52
1.44
1.44
1.57
1.48
1.56
1.59
1.50
1.60
1.56
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
1.40
1.57
1.57
1.51
1.51
1.41
1.60
1.52
1.56
1.57
1.48
1.57
1.51
1.51
1.46
1.53
1.44
1.47
1.59
1.51
1.65
1.59
1.33
1.42
1.39
1.53
1.60
1.32
1.44
1.47
1.54
1.44
1.38
1.74
1.60
1.52
1.43
1.57
1.52
1.68
1.54
1.46
1.72
1.62
1.49
1.33
1.50
1.52
1.50
1.56
1.73
1.38
1.49
1.48
1.67
1.47
1.39
1.48
1.45
1.64
1.33
1.46
1.50
1.68
1.45
1.40
1.56
1.65
1.47
1.50
1.70
1.43
1.38
1.47
1.63
1.30
1.57
1.38
1.38
1.29
1.32
1.49
1.50
1.38
1.42
1.54
1.49
Customer Number
12
13
14
5
3
5
5
3
4
4
2
4
3
2
5
4
4
4
3
5
4
3
4
5
4
2
4
3
2
4
3
2
4
7
5
5
4
3
4
4
3
4
3
3
8
5
5
3
4
4
4
3
4
3
3
9
5
4
4
5
4
4
5
4
4
4
10
5
5
5
5
4
4
5
5
5
5
11
3
4
3
2
4
5
4
3
3
2
2
3
3
4
2
3
2
2
2
3
4
2
2
2
15
5
5
5
4
5
5
5
5
5
5
16
5
4
3
3
4
3
3
4
3
3
17
5
5
5
5
5
5
5
5
5
5
18
5
4
5
5
4
4
5
4
4
4
19
5
3
4
5
4
4
5
4
4
4
2
4
1
1
4
3
3
1
1
2
1
3
20
5
5
4
5
5
5
5
5
5
5
21
5
5
4
3
4
4
3
3
3
3
22
5
5
4
3
4
3
3
4
3
3
23
4
3
3
1
3
3
2
3
2
2
24
5
4
5
5
4
4
5
4
4
4
25
5
5
5
5
5
5
5
5
5
5
1
1
2
3
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4
1
1
2
3
1
A
B
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K
1 Statistical Analysis
2 This template is designed to handle up to 500 observations. Enter data only in yellow cells.
3
4 DATA
1
2
3
4
5
6
7
8
9
10
5
1
25.51 25.50 25.49 25.50 25.50 25.48 25.50 25.50 25.49 25.52
6
2
25.49 25.51 25.51 25.51 25.50 25.50 25.50 25.51 25.50 25.50
7
3
25.48 25.50 25.50 25.51 25.50 25.50 25.49 25.50 25.51 25.50
8
4
25.49 25.49 25.49 25.51 25.50 25.48 25.48 25.48 25.47 25.49
9
5
25.49 25.50 25.50 25.50 25.49 25.48 25.51 25.51 25.50 25.51
10
6
11
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13
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A
35
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50
B
C
D
E
F
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K
L
1
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M
Mean
Median
Standard Deviation
Count
Minimum
Maximum
N
25.498
25.500
0.011
50
25.470
25.520
O
P
Q
Frequency Distribution and Histogram
Enter smallest and largest limits for the frequency distri
The lower limit should be slightly less than the data min
The upper limit should be slightly larger than the data m
Enter number of cells (10 or less)
Number of Cells
7
Cell
1
2
3
4
5
6
7
8
9
10
From
-Infinity
25.450
25.460
25.470
25.480
25.490
25.500
25.510
25.520
25.530
25.540
L
39
40
41
42
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46
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54
M
N
O
P
Q
U
V
W
X
Y
Histogram
Frequency
R
S
T
1
bution and Histogram
2 for the frequency distribution below.
nd largest limits
3 less than the data minimum.
hould be slightly
4 larger than the data maximum.
hould be slightly
5
Lower limit
25.450
6
cells (10 or less)
Upper limit
25.520
7
Cell width
0.010
8
9 To (inclusive) Frequency
10
25.450
0
18
11
25.460
0
12
25.470
1
16
13
25.480
6
14
14
25.490
10
15
25.500
17
12
16
25.510
13
10
17
25.520
3
18
25.530
0
8
19
25.540
0
6
20
25.550
0
21
4
22
2
23
24
0
25
26
27
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30
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25.450 25.460 25.470 25.480 25.490 25.500 25.510 25.520
Cell Upper Limit
R
39
40
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54
S
T
U
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X
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Z
AA
AB
1
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5
6
7
8
9
10
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12
13
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2525.520 25.530 25.540 25.550
26
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