1) Develop a service flow chart for Kazu and identify the bottleneck resource. - In addition to reading the narrative in the case, you need to use the information and data in Exhibit 5 to answer this question. - You don't have to use all the data - simply use enough to estimate averages for time taken by servers, chefs, check-out clerks et al.

2) Propose service metrics for measuring the efficiency and performance of the restaurant. - List both the merits and the areas that you think deserve further scrutiny

3) Do the missed customers pose a major concern to Kazu?

- To what extent can the restaurant retain these customers? How would they do that? What mechanisms could they use? - Extra Credit: Discuss the issue with quantitative reasoning, if you can.

4) What actions can Akutsu take to reduce, or extend, waiting lines?

- What are the pros and cons of each option?

- What actions would you recommend that Akutsu take over the short, medium and long term?