For me, part of the charm of a good coffee house is the languorous pace. Those in a blood-pounding hurry aren't willing to wait while a frothy delight is put together.
Apparently, the staff at Starbucks (NASDAQ: SBUX) has been a little too laid back, so the company is conducting time studies and training them to make every motion count. The stated goal is to free them up to engage the customer more, but I don't doubt that operating with fewer employees is also a consideration.
According to the Wall Street Journal (subscription required) and as Elizabeth Harrow blogged here for us yesterday, the company sent VP Scott Heydon and a team on a tour of SBUX around the country, checking times and looking for ways to improve the process. One odd tactic that he used was to challenge managers to reassemble and box a Mr. Potato Head toy. Yeah, I order one of those at least twice a week with my Americano.
The Japanese practice of lean operations could reduce overhead, but I fear it will come at a cost. I believe that part of the perception of value a customer experiences is based on the time and effort it takes to make his/her drink. When I watch a barrista grind the coffee, pack it, place it in the machine, pour some flavoring, take milk from the fridge, steam it, combine it all, top with whipped cream and sprinkles, I feel they've worked for my $3.75. When they push a button and put on a lid, as they do at McDonald's, I don't expect to pay as much.
Efficiency is a worthy goal, but not at the price of expecting humans to act like automatons. I dread the day I see a Starbucks employee behind the counter whirling and kicking like Bruce Lee just to fix my java more quickly.
Closing Bell: Dubai sends jitters throughout the market (S, BBY)
Heinz looking good after the second quarter?
Why isn't Bank of America updating its shareholders on CEO situation?
Reader Comments (Page 1 of 1)
8-06-2009 @ 3:01AM
Kent said...
I'm glad to hear that the science of industrial engineering is back on track. I believe this position went on the wayside over the last 20 years or so when piece-work went out the door because it was considered undignified for the worker or associate. (Satirized in the Chaplin movie, "Modern Times"). From my experience in the past, the I.E.'s weren't very popular people but they had a thankless job to do. I'm sure Starbuck people are little on edge and uncomfortable about motion efficiency now being imposed on them. It's understandable.
8-12-2009 @ 11:47AM
artandsoulboutique said...
Wow, Mr. Potato Head is my litmus test for whether or not my house is clean. If I can find all the pieces it means every room has been gleaned of all clutter and life is good. We got our first one for my oldest son's 3rd birthday, he will be 24 next month. My 4 year old loves it and it is still a relevant toy in our house. How crazy after 50 years Mr. Potato head is working at Starbucks.