Starbucks teaching efficiency with Mr. Potato Head

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.