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Polar Queen Drive Inn Case Study

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Introduction: Polar Queen Drive Inn, is a small family owned business that has been part of the Payson, Utah community for the past sixty years. Owner Andrea Caussey grew up watching her aunt and then father run the business (A. Caussey, 2017). When her father retired from the company Andrea inherited the business that she has operated for the past fifteen years (A. Caussey, 2017). Although Mrs. Caussey attended business school, she struggles to find innovative ideas that would help the company succeed. Currently Polar Queen is doing well because the economy is good, when the market took a dive back in 2008 the restaurant really struggled but is finally recovering (A. Caussey, 2017). Polar Queen is known for its hand made fresh food, especially the french fries. So much of the food requires substantial preparation from hand dipped corndogs to fresh cut fries …show more content…

DMAIC stands for Define, Measure, Analyze, Improve and Control, each of the five techniques are practiced in the many aspects of restaurant management. Six Sigma DMAIC method is common among the restaurant industry because it encourages reducing waste and improving accuracy (Villanova University, 2017). In the competitive market of restaurant ownership it is mandatory to create an environment that works efficiently without repeated errors. Three major divisions of needed improvement within the restaurant industry include improved accuracy, improved quality and reducing errors that often lead to waste (Villanova University, 2017). For Polar Queen employees to improve order accuracy a digital ordering system would be adopted, allowing each item to be adapted to special requests. The digital system would also lessen confusion between the server and cooks. Waiters would also be required to repeat the order back to the customer before fulfilling the order. Accuracy among the Polar Queen customers is a significant complaint (Trip Advisor,

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