MBA FPX 5016 Assessment 1 Process Improvement Plan MBA-FPX5016 Operations Management for Leaders Procedures for Making an Espresso at Wild Dog Coffee Current Performance Status of the Beverage Preparation Process

The current process for preparing espresso at Wild Dog Coffee is generally effective, though there is potential for enhancement. Improving the existing procedures could elevate the performance of the company’s newest location beyond that of its predecessors. Typically, the staff consists of a small number of baristas who handle both drive-thru and dining room orders. To reduce production times, it is crucial to have a full team during peak hours. This would entail maintaining three to four baristas on duty to manage beverage preparation and assist with busy areas such as the counter or drive-thru. Additional staff would enable baristas to focus on individual orders, improving both the quality and speed of service.

Explanation of Wild Dog’s Classic Espresso Procedure

Wild Dog’s espresso preparation follows a traditional coffee house method. For the new location to excel, it is essential that the process be documented, understood, and executed flawlessly. The goal is to deliver a correctly prepared order to the customer in a manner that makes them feel valued. Accuracy in order preparation is critical, as even a single mistake can lead to rework and delays.

Process for Espresso Preparation

1. Greet the client upon entering the Wild Dog location.
2. Re-greet the client at the order placement point with: “Welcome to Wild Dog Coffee; my name is [name]; How are you? What beverage would you like today?”
3. After the client completes their order, offer additional items for upselling, such as cookies or wraps.
4. Once the order is placed, the barista should select the appropriate hot beverage cup size based on the size of the requested beverage. Wild Dog’s hot beverage cups range from eight (8) to twenty (20) liquid ounces.
5. Affix a printed order label to the cup to ensure order accuracy.
6. After affixing the label, the barista must check off each item and initial the label to verify that the correct sweeteners, creams, or syrups have been added.
7. For each 4oz of ordered beverage, add one (1) pulled shot of espresso. Examples:
   • An eight (8) ounce espresso requires two (2) shots.
   • A sixteen (16) ounce espresso requires four (4) shots.
8. After adding the espresso shots, fill the client’s cup with a measured amount of filtered hot water, as follows:
   • Eight (8) ounce cup: Four (4) ounces of filtered hot water.
   • Twelve (12) ounce cup: Six (6) ounces of filtered hot water.
   • Sixteen (16) ounce cup: Eight (8) ounces of filtered hot water.
   • Twenty (20) ounce cup: Ten (10) ounces of filtered hot water.
9. Add requested sweeteners, creamers, syrups, and/or whipped toppings until the beverage reaches the fill line.
10. Place a lid on the beverage before reviewing it with the customer.
11. Re-check the label and the order with the client.
12. Hand over the completed order with a thank you note: “Thank you for choosing Wild Dog Coffee Company.”

Espresso Preparation Process Flowchart

The flowchart, shown in FIG. 1, illustrates the process from the client’s entrance into the establishment, through order placement, to the delivery of the beverage. It details client interaction from initial contact to service farewell and includes upselling strategies. This diagram should be used alongside the Standard Operating Procedure (SOP) to ensure consistent service across all locations, not just the new store.

Measuring the Value of an Espresso

In 2018, the average price of an espresso in New York was approximately $3.12 (McCarthy, 2018). Given the growing popularity of espresso-based drinks, prices are expected to rise. The current average price is $3.45 (e-importz.com, n.d.), so Wild Dog Coffee should aim to set their target price around $3.50. Success at the new location will be assessed by comparing pricing and volumes to those at existing locations. Regular analyses will ensure the new location meets customer and organizational expectations. Metrics to measure success include the number of return clients, customer feedback, and delivery time. A successful process will have a delivery time under 3.5 minutes, improving customer satisfaction.

Purpose of the Espresso Beverage Preparation Procedure

The procedure serves as a Standard Operating Procedure (SOP) for preparing espresso beverages at Wild Dog Coffee. SOPs provide a consistent method for routine tasks, allowing for operational control and quality assurance. By following a standardized process, Wild Dog Coffee ensures that the taste and quality of beverages remain consistent across locations. SOPs also hold baristas accountable for maintaining quality standards.

Intended Purpose of the Wild Dog