Online from: 2011
Information: About this Collection
|Title:||Kiwanis Pancake Day – a service operations management case study|
|Author(s):||Andrew Tiger (Professor at Union University, Jackson, Tennessee, USA), Robert Howard (Instructor at Southeastern Oklahoma State University, Durant, Oklahoma, USA)|
|Citation:||Andrew Tiger, Robert Howard, "Kiwanis Pancake Day – a service operations management case study", Emerald Emerging Markets Case Studies Collection, (2011)|
|Keywords:||Operations management, Queue modelling, Service operations, Spreadsheet simulation|
|Article type:||Case study|
|DOI:||10.1108/20450621111186147 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
|Acknowledgements:||Disclaimer. This case is written solely for educational purposes and is not intended to represent successful or unsuccessful managerial decision making. The author/s may have disguised names; financial and other recognizable information to protect confidentiality.|
Title – Kiwanis Pancake Day – a service operations management case study.
Subject area – Operations management.
Study level/applicability – Undergraduate and MBA OM courses.
Case overview – Kiwanis International is a global service organization dedicated to improving the world by helping children. The Durant, Oklahoma chapter holds its primary annual fundraiser the first Tuesday of November, which is also Election Day. The chapter sells and serves fresh pancakes throughout the day; therefore, the event is the Kiwanis Pancake Day. While serving in his first Pancake Day, Robert Howard, a new Kiwanian, notices service operations management issues such as long lines, spiky demand, and customers leaving before being served. Based on his management experience in the grocery business and his academic training in queuing systems, Robert performs an analysis of the system with the purpose of improving service operations.
Expected learning outcomes –
Supplementary materials – Teaching notes and spreadsheet-based multiple-server simulator.
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