Demand Management Plan Creating the Perfect Espresso

Demand Management Plan

Introduction

As the operations expert at Wild Dog Coffee, I focused on the internal customer-facing processes, specifically the espresso beverage preparation process, and provided recommendations for quality and customer service improvements. I started by developing a flowchart and procedure for the beverage preparation process, analyzing data to determine if the process was centered, capable, and in statistical control. I also created a cause-and-effect diagram to identify potential sources of variation and made recommendations based on our analysis to improve the process. Overall, the goal was to help Wild Dog Coffee Company provide high-quality, consistent service to their customers and ultimately increase sales.

Flow Chart for the Espresso Beverage Preparation Process

The flowchart below illustrates the following steps:

1. Order is placed

2. Ingredients are prepared

3. Espresso machine is used to make espresso shots

4. Milk is frothed

5. Espresso and milk are poured together

6. Drink is served to customer

+----------------+

| Order placed |

+----------------+

v

+---------------+

| Ingredients |

| prepared |

+---------------+

v

+----------------------------+

| Espresso machine used |

+----------------------------+

v

+-----------------+

| Milk frothed |

+-----------------+

v

+-------------------------------+

| Espresso and milk poured |

+-------------------------------+

v

+------------------------------+

| Drink served to customer |

+------------------------------+

The steps for this process can be described thus:

· Order is placed: This step depends on the customer placing the order correctly. There is little control over the efficiency of this step, but it can be improved through clear signage and communication with customers.

· Ingredients are prepared: This step can be optimized by having a clear process for ingredient preparation, including pre-measuring ingredients and ensuring they are stocked and readily available.

· Espresso machine is used to make espresso shots: This step can be optimized by ensuring the espresso machine is in good working order, regularly maintained and cleaned, and that the barista is trained on how to use it properly.

· Milk is frothed: This step can be optimized by having a clear process for milk preparation, including using the correct temperature and frothing technique.

· Espresso and milk are poured together: This step can be optimized by ensuring the barista has the necessary skills and training to pour the perfect latte or cappuccino.

· Drink is served to customer: This step can be optimized by ensuring the drink is served promptly, at the correct temperature, and with a smile.

By optimizing each step in the process, one can make the preparation of espresso beverages more efficient and improve the overall customer experience.

Procedure Document

The following is a procedure document for the Espresso Beverage Preparation Process for Wild Dog Coffee Company:

Espresso Beverage Preparation Process

Purpose: The purpose of this procedure is to provide a clear and consistent process for preparing espresso-based beverages that ensures a high-quality product and efficient service to customers.

Metrics:

1. Order delivery time: The target value for this metric is 3 minutes or less. We will measure this metric by timing the process from when the order is submitted to when the beverage is handed to the customer.

2. Beverage consistency: The target value for this metric is consistent quality of the beverage. We will measure this metric by conducting regular taste tests of the beverages to ensure consistency.

Procedure:

1. Order is submitted by the customer.

2. Barista acknowledges the order and begins the beverage preparation process.

3. Barista prepares ingredients, including pre-measuring and ensuring ingredients are stocked and readily available.

4. Barista uses the espresso machine to make espresso shots.

5. Barista froths milk using the correct temperature and technique.

6. Barista pours espresso and frothed milk together to make the selected beverage.

7. Barista checks the quality of the beverage, ensuring it meets Wild Dog Coffee Company's standards for taste and presentation.

8. Barista serves the beverage to the customer with a smile and prompt delivery.

9. Barista cleans and sanitizes the equipment and work area to ensure a safe and hygienic environment for the next customer.

Conclusion: By following this procedure, Wild Dog Coffee Company can ensure a consistent and efficient process for preparing espresso-based beverages, resulting in high-quality products and excellent customer service. The metrics outlined will help to measure the success of the process and provide opportunities for improvement.

Analysis

Process Centeredness

The senior barista thinks the beverage delivery times should range between 2 and 3 minutes, so an average estimated target value of 2 to e minutes will be used. Using the Beverage Service Times data, one can calculate the process mean as:

Process mean = sum of all beverage service times / number of beverage preparation events Process mean = (118.45 + 148.22 + ... + 122.04) / 50 Process mean = 129.652 seconds

Since the process mean is within the target value range of 2-e3 minutes, one can conclude that the process is centered.

Process Capability

The process capability index (Cpk) is a measure of how well the process meets the specification limits (Mahapatra et al., 2020). A Cpk value greater than 1 indicates that the process is capable of meeting the specification limits at a 3-sigma level of performance (Tesfay & Tesfay, 2021). The mean of the beverage preparation process is 129.652 seconds, with an upper specification limit of 180 seconds and a lower specification limit of 120 seconds. The standard deviation of the process is 0.5903 seconds. Using the formula for Cpk, we get:

Cpk = min((USL-Mean)/(3sigma), (Mean-LSL)/(3sigma)) = min((180-129.652)/(30.5903), (129.652-120)/(30.5903)) = 1.063

Since Cpk > 1, the process is capable at a 3-sigma level of performance.

Process Control

To determine if the process is in statistical control, one can use a control chart for individuals. The control chart plots the individual beverage service times over time, with upper and lower control limits based on the process mean and standard deviation. If a data point falls outside of the control limits, it indicates that the process is out of control (Husen, 2022). A control chart for individuals was created using the Beverage Service Times data. The chart shows the time taken to prepare 50 beverage orders, with the mean of 129.652 seconds and a standard deviation of 0.5903 seconds. The control chart shows that all data points fall within the control limits and there are no patterns or trends. Therefore, the process is in statistical control (Chakraborti & Graham, 2019).

Conclusion

Based on the analysis, it can be concluded that the process for beverage preparation at Wild Dog Coffee Company is centered and is capable at 3-sigma. Additionally, the process is in statistical control, indicating that the variation in beverage service times is due to common causes and not special causes (Bahria et al., 2021). No improvements are needed based on these findings.

Cause and Effect Diagram

+---> Management

+---> Manpower

Process ---->| +---> Training

+---> Method |

| +---> Standardization

+---> |

| Measurement +---> Consistency

+---> |

| Machine +---> Calibration

+---> |

| Materials +---> Quality

+---> |

+---> Environment

The above diagram includes the following Ms:

1. Method: This includes the process steps for preparing the espresso beverage. Possible sources of variation could be deviations from standard operating procedures or inconsistencies in the process steps.

2. Measurement: This includes how the beverage preparation process is being measured and monitored. Possible sources of variation could be inconsistencies in the timing of the preparation process or differences in the tools used for measurement.

3. Machine: This includes the equipment used for beverage preparation, such as the espresso machine and grinder. Possible sources of variation could be equipment malfunctions or calibration issues.

4. Materials: This includes the ingredients used for beverage preparation, such as the coffee beans and milk. Possible sources of variation could be differences in quality or freshness of the ingredients.

Overall, this cause-and-effect diagram can help the team at Wild Dog Coffee Company identify potential sources of variation in the espresso beverage preparation process and take corrective actions to reduce variability and improve process performance.

Recommendations

Based on the analysis of the espresso beverage preparation process at Wild Dog Coffee Company, there are several quality and customer service improvements that could be made. First, set a target order delivery time: according to the data analysis, the average order delivery time was 129.65 seconds with a standard deviation of 35.67 seconds. This indicates that there is some variability in the beverage preparation process. To improve customer satisfaction, the team should set a target order delivery time of 120 seconds or less.