Purchasing and Supply Chain Management
6th Edition
ISBN: 9781285869681
Author: Robert M. Monczka, Robert B. Handfield, Larry C. Giunipero, James L. Patterson
Publisher: Cengage Learning
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Question
CoffeeVille’s main source of icome is the lunchtime trade. The cafe sells food and drinks to customers who work nearby. On weekdays, the cafe is staffed by Michael (cashier), Oliver (barista) and Lucy (waiter).
Data regarding lunchtime income for the past three months with data from previous year, is presented below.
April
Lunchtime income this year: $22,000
Lunchtime income previous year: $18,000
Average wait time for a table this year: 15mins.
Average wait time for a table previous year: 3mins.
May
Lunchtime income this year: $23,000
Lunchtime income previous year: $19,000
Average wait time for a table this year: 18mins.
Average wait time for a table previous year: 5mins.
June
Lunchtime income this year: $21000
Lunchtime income previous year: $17,000
Average wait time for a table this year: 16mins.
Average wait time for a table previous year: 4mins.
CoffeeVille recently conducted its annual customer survey. A sample of the customers feedback received includes:
“I use to love coming here, but it’s taking forever to get served these days”.
“I’m sick of not being able to get a table, there seems to be plenty of space for some more chairs!”
“Why don’t you guys hire more staff?”
“Cold coffee and stale bread, yuck.”
The cause and effect analysis, is a critical thinking technique that helps to identify, explore, and display the possible causes of a specific problem or quality characteristic.
Based on the data and customer feedback, the main problem identified is the increased wait times at CoffeeVille. This could be due to several reasons such as understaffing, inefficient service, or inadequate seating capacity.
In the case of CoffeeVille, the management used the cause and effect analysis to identify the root causes of increased wait times, which was a significant problem affecting customer satisfaction and business performance.
Through the data, they found number of solutions which they then used to provide additional training for staff, streamlined procedures, upgraded equipment, and sourced better quality materials. As a result, CoffeeVille was able to significantly reduce wait times and improve customer satisfaction.
What are three feedback questions and potential answers to how effective the decision making process was?
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