Operational Analysis Using Lean Six Sigma at Warkop Kak Tama Cikalang Tasikmalaya

Abstract

Serving delays can weaken customer experience even when food quality and prices are evaluated positively. This study analyzed the operational process of Warkop Kak Tama in Cikalang, Tasikmalaya, and formulated improvement recommendations using Lean Six Sigma with the DMAIC framework. A qualitative descriptive case-study design was employed. Data were collected through semi-structured interviews with one owner-cashier, two kitchen employees, and seven customers, supported by documentation and seven days of direct observation involving 200 customers. The results showed that 123 customers (61.5%) experienced serving delays. Main dishes accounted for 56 delay occurrences and mixed beverages for 42; together, they represented 79.67% of all recorded delays and became the improvement priorities. Waiting was the dominant waste, supported by motion, transportation, defects, extra-processing, inventory, and non-utilized talent. Verified causes included manual and partly verbal order communication, unclear sequencing and responsibilities, limited ingredient and equipment readiness, and the absence of serving-time standards and routine records. Proposed actions included standardized order sheets, order and table numbers, structured WhatsApp messages, a status-monitoring board, an order-flow controller, and periodic evaluation. Because the recommendations were not implemented, their effectiveness requires subsequent testing.