Process Improvement Plan

Assessing the Steps

As one of the owners of Wild Dog Coffee Company with a background in operations, my focus is on making the internal customer-facing processes as efficient as possible. In preparing for the opening of a second location, I am tasked with managing a core process improvement plan that will ensure the successful expansion of the business.

The first step in this process improvement plan is to define the process that needs to be improved (Pettersson et al., 2008). In this case, the process is the preparation of espresso beverages, including lattes and cappuccinos. The next step is to assess the current process by observing and documenting the steps involved. This can be done by visiting the existing Wild Dog Coffee Company location and watching the baristas prepare the espresso beverages.

Based on the analysis of the current process, a flowchart can be created to visualize the steps involved in preparing an espresso beverage. The flowchart should be clear and easy to understand, including symbols to represent each step in the process. For example, the flowchart may include the following steps: [Start] -> [Customer places order] -> [Barista grinds and tamps coffee] -> [Barista attaches portafilter] -> [Barista starts extraction] -> [Barista froths milk] -> [Barista pours espresso and milk] -> [Barista hands beverage to customer] -> [End]

The next step is to identify areas for improvement in the process. For example, it may be possible to streamline the process by optimizing the order in which the steps are performed, or by introducing new equipment or tools to make the process more efficient. Once areas for improvement have been identified, specific recommendations can be developed to improve the process. These recommendations might include training baristas to use new equipment or techniques, changing the layout of the workspace to make it more efficient, or updating the menu to reduce complexity and speed up order processing.

Finally, the recommendations can be implemented, and the process monitored to ensure that the changes have the desired effect. Regular check-ins and feedback from customers and employees can help to identify any issues that arise and make further improvements as needed. By following this process improvement plan, Wild Dog Coffee Company can ensure that the espresso beverage preparation process is documented and refined before the move to a new location.

Procedure Document

Procedure Title: Espresso Beverage Preparation Process

Purpose: The purpose of this procedure is to provide a standardized process for preparing espresso beverages, including lattes and cappuccinos, at Wild Dog Coffee Company. This process will ensure consistency in the quality and taste of the beverages, as well as efficiency in order processing and delivery.

Metrics: To measure the success of the new process, the following metrics will be used:

1. Beverage Quality Rating - A rating system from 1-5 will be used to...

The target value for this metric is a rating of 4 or higher. This metric will be measured through customer feedback surveys.

2. Order Delivery Time - This is the time between when the order is submitted and the time the beverage is handed to the customer. The target value for this metric is 3 minutes or less. This metric will be measured using a timer that starts when the order is submitted and stops when the beverage is handed to the customer.

Procedure:

1. Greet the customer and take their order.

2. Grind and tamp the coffee.

3. Attach the portafilter to the espresso machine.

4. Start the extraction process.

5. Froth the milk.

6. Pour the espresso shot into the cup.

7. Pour the frothed milk into the cup.

8. Hand the beverage to the customer.

Note: If the order includes any additional items such as pastries or sandwiches, those items should be prepared and handed to the customer along with the beverage.

To ensure consistency and efficiency, each step of the process should be followed in the order listed...

…be trained to follow these steps consistently to ensure that every customer receives the same high-quality beverage. By standardizing the process, the company can reduce the variability in beverage quality, improve consistency, and increase customer satisfaction (Gruca & Rego, 2005).

Customer Service Improvement: Reduced Order Delivery Time

The analysis of the Beverage Service Times data showed that the average order delivery time is 2.68 minutes, with a standard deviation of 0.5903 minutes. The senior barista believes that the ideal delivery time should range between 2 and 3 minutes. To meet this goal, the company can implement several strategies such as assigning additional staff during peak hours, improving employee training, and reorganizing the layout of the coffee shop to reduce the time spent on non-value-added activities. Through reducing the order delivery time, the company can improve customer satisfaction, reduce waiting times, and increase customer loyalty (Darko et al., 2018).

Quality Improvement: Calibration of Espresso Machines

The calibration of espresso machines is another critical factor that affects the quality of the beverage. The machines must be calibrated regularly to ensure that they are operating within the specified parameters. Any deviation from the standard parameters can affect the quality of the beverage and lead to customer complaints. Therefore, the company must establish a schedule for machine calibration and ensure that all employees are trained to perform the calibration process correctly.

Customer Service Improvement: Staff Training

The quality of customer service is highly dependent on the skills and knowledge of the staff (Felix, 2017). Therefore, it is essential to provide ongoing training to employees to improve their skills and knowledge. The training should cover areas such as customer service, beverage preparation, and machine operation. By investing in employee training, the company can improve the quality of customer service, increase customer satisfaction, and reduce the number of customer complaints.

In conclusion, the recommended quality and customer service improvements for the beverage preparation process at Wild Dog Coffee Company are standardization of the…