How Brewed Awakenings had an awakening of its own
Imagine a small café, "Brewed Awakenings," that has been experiencing a decline in customer satisfaction and sales. Customers frequently complain about long wait times, inconsistent beverage quality, and poor service. The café owner is concerned and wants to turn things around but is unsure where to start.
Step 1: Define the Problem
The café owner gathers staff and customers to discuss their concerns. They define the primary problem as "inconsistent customer experience leading to decreased sales." This definition sets the stage for a more detailed analysis.
Step 2: Measure Current Performance
The café collects data over a month regarding key performance indicators (KPIs), including:
Average wait time for orders
Customer satisfaction ratings (via surveys)
Order accuracy (correct items served)
By analyzing this data, the café finds that the average wait time is 15 minutes, which is higher than the industry standard of 7-10 minutes. Customer satisfaction scores are low, particularly regarding service speed and drink quality.
Step 3: Analyse Root Causes
Using tools like the 5 Whys and fishbone diagrams, the café team conducts a root cause analysis. They identify several contributing factors:
Staffing Issues: There are not enough baristas during peak hours.
Training Gaps: New staff are not adequately trained on drink preparation, leading to inconsistencies in quality.
Inefficient Workflow: The layout of the café's kitchen and service area causes unnecessary delays as staff move between stations.
Step 4: Improve the Process
With the root causes identified, the café implements several improvements:
Adjust Staffing Levels: The owner schedules more staff during peak hours to ensure quicker service.
Enhance Training Programs: A structured training program is developed for new employees, focusing on drink preparation and customer service skills.
Redesign Workflow: The café reconfigures its layout to streamline the process, reducing the distance staff must travel to prepare and serve orders.
Step 5: Control and Sustain Improvements
To ensure that these improvements are maintained, the café establishes control measures:
Regular Performance Monitoring: The café tracks wait times and customer satisfaction scores weekly.
Ongoing Training: Regular refresher courses are scheduled for all staff to maintain high service standards.
Feedback Mechanism: A suggestion box is placed in the café to gather ongoing customer feedback, allowing for continuous improvement.
Conclusion
By applying the Six Sigma methodology, Brewed Awakenings was able to identify the underlying issues affecting its performance and implement effective solutions. As a result, the café saw a significant improvement in customer satisfaction, reduced wait times, and ultimately, an increase in sales. This example illustrates how even small businesses can benefit from a structured approach to problem-solving, ensuring long-term success and customer loyalty.
