Beavercreek Golf Club

BACKGROUND:

* Beavercreek Golf Club is under increased financial strain in part due to excessive wait times during peak demand.

* The number of carts available has fallen due to battery issues and other breakages leading to these wait times of 5 to 30 minutes which have also increased customer complaints.

CURRENT CONDITION:

* Tee times every 9 minutes, two golfers per cart, four golfers per group, and the pace of play varies from 3 to 6 hours. A typical round takes between 4.5 and 5 hours. With only 46 carts available wait times would occur whenever rounds take more than 3.5 hours at peak demand.

*

TARGET CONDITION:

Quality

* No waiting time for customers due to cart shortage

* Less than 5 broken carts at any time

* Even usage of carts in terms of amp-hours

Cost

* No batteries failing out of warranty

ROOT CAUSE ANALYSIS:

Cause A

 Shortage of carts

 Up to 23 broken carts out of 72

 Large variation in amp-hours of carts brings carts out of warranty

 Place

 No standards

 Improper driving from customer and employees

 Training is not enough and no operation manual for customers

Cause B

 Too many customers in a short period

 Allowing tee times to be booked when carts won't be available

 No control of demand variation

PROPOSED COUNTERMEASURES:

Cause Countermeasure Description Benefit Responsible/support

A Cycle cart usage Rotate which rows of carts are used first on different days based on a standard Cart utilization would be equal

Amp-hour variation would be reduced Cart Employees with support from Pro Shop Staff

A Shift rows of carts As shown in figure below Staff would be encouraged to use currently less utilized carts more Cart Employees with support