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Kiwanis Pancake Day – a service operations management case study

Andrew Tiger (Union University, Jackson, Tennessee, USA)
Robert Howard (Southeastern Oklahoma State University, Durant, Oklahoma, USA)

Publication date: 1 October 2011

Issue publication date: 1 October 2011


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

Perform queuing analysis., Understand demand management., Explain the psychology of waiting.

Supplementary materials

Teaching notes and spreadsheet–based multiple–server simulator.



Tiger, A. and Howard, R. (2011), "Kiwanis Pancake Day – a service operations management case study", , Vol. 1 No. 4.



Emerald Group Publishing Limited

Copyright © 2011, Emerald Group Publishing Limited

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