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...
…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.
Second, improve consistency: one possible source of variation identified in the cause-and-effect diagram was inconsistencies in the beverage preparation process. To address this, the team should review and update standard operating procedures for beverage preparation and ensure that all baristas are trained to follow these procedures consistently.
Third, monitor machine performance. Equipment malfunctions or calibration issues can cause variability in the beverage preparation process. To ensure that equipment is performing correctly, the team should establish a regular maintenance and calibration schedule for all machines used in beverage preparation.
Fourth, use high-quality ingredients. Differences in ingredient quality can also affect the consistency and quality of the beverage. The team should ensure that only high-quality, fresh ingredients are used in beverage preparation.
Fifth, implement a customer feedback system. To continuously improve customer satisfaction, the team should implement a system for collecting and analyzing customer feedback. This could include using…
References
Bahria, N., Harbaoui Dridi, I., Chelbi, A., & Bouchriha, H. (2021). Joint design of control chart, production and maintenance policy for unreliable manufacturing systems. Journal of Quality in Maintenance Engineering, 27(4), 586-610.
Chakraborti, S., & Graham, M. (2019). Nonparametric statistical process control. John Wiley & Sons.
Husen, S. N. (2022). Quality control.
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