Did you know, one of the world’s largest and well-renowned coffee chain stores were able to improve customer satisfaction by 20% just by implementing continuous improvement tools.
One of the world’s largest and renowned coffee stores was seen using 1/3rd of its total man hour in moving and reaching for things that were never at the same place. It took way too long for the people to make one beverage. This time is assumed to be non-value adding which restricts them from connecting with their customer.
When observed, it was found that most of the time was consumed at the time of filling the glass with whipped cream and drizzle the chocolate or caramel over it. This step was slowing down the production. This step itself took all of the six seconds of the entire process. Which is why they planned to move those items near to where drinks are handed to customers and decided to carry out this step at the end of the entire process. The actual time saved in this step by implementing this small change was 8 seconds from a total of 45 seconds of the coffee-making process.
After this, from the process of coffee making, 2 seconds were cut in each step which is actually saved 23 seconds of time for making one coffee. 23 seconds might not seem much at the surface, but when combined, it is a significant saving.
Increase Revenue in Coffee Industry
Hence, saving this time would allow the store to serve more customers which wouldn’t have been possible if they wouldn’t have made layout and process improvements. Along with that, by implementing other lean tools, time saved per week at one of their stores were counted at 1.5 hours per store per week.
With the help of these tools, the stores saw a jump of customer satisfaction from 56% to 76%. Along with that, the stores also saw a 9% increase in total transactions. All this happened in a span of 2 months since the implementation of the tools.
Hence, as you can see, lean tools are for all those who are into making/manufacturing of products. It has been helping numerous organizations from various industries to improve their capacity which in turn helps in improving revenue. So, have you started implementing lean tools in your organization?