Benihana

1. What are the differences between Benihana's production process and that of a typical restaurant? How do these differences affect a customer's service experience?

Benihana’s prepare all entrees at a "hibachi" table, around which up to eight guests are seated. Since Benihana restaurant prepares food at the point of service, this eliminates the need for Cook and Server instead they have a combination of Cook and Server. Authentic Japanese atmosphere: Chefs, décor from Japan. Benihana’s only uses USDA prime beef.

Benihana’s has a small management structure (4 execs + controller in corporate), great incentive plan, high level of control. 78% floor space is dining or bar (vs. 70% elsewhere)

Benihana provides a entertainment style cooking with quite a performance by the Chef. Chef is a great showman and center of attraction. Food would be prepared right at the table "teppan-yaki" style.

Guests at the communal tables would place their orders with the chef and watch in amazement as these items were sliced and diced, and flipped into the air.

Benihana provides high quality and customer service. Exotic food Cooking and showmanship at the table is entertaining, attentive and make it a unique and enjoyable customer service experience. Benihana’s Authentic interior design is also another factor that makes it a great customer service experience.

2. Examine the design of Benihana's operating system in detail. What major design choices enable the meal to be served in less than one hour during the peak period?

Benihana's Restaurant utilizes 78% floor space for dining or bar .Benihana's Restaurant typically has 14 tables with 8 seats per table, it can server 112 customers at a time. Since customers stay upto one hour, it has a throughput capacity of 112 customers/ hour or 336 customer per night (say for 3 hour window dinner time). This is a very good throughput when we compare other Asian restaurants.

Customers are queued up in the bar while waiting...