MBA FPX 5016 Assessment 1 Process Improvement Plan

• MBA FPX 5016 Assessment 1

Wild Dog Coffee Company: Process Improvement Plan

Wild Dog Coffee Company, a locally owned business, is preparing to expand operations to a second location. The company’s core objective is maintaining consistency in its espresso production process while exploring new menu items. Before embarking on this expansion, refining internal processes and ensuring consistent quality are critical to the success of the new location. This MBA FPX 5016 Assessment 1 Process Improvement Plan outlines the steps to streamline operations and enhance efficiency.

Steps of the Process Improvement Plan

The espresso production process is the backbone of Wild Dog Coffee’s business. The company must assess and optimize this core process to ensure success during expansion to deliver consistent quality and efficiency. Krajewski et al. (2019) noted that standardized practices are vital for maintaining brand consistency across multiple locations.

Key Strategies for Improvement

1. Standardize Work Methods
2. Create detailed guidelines for every step of the espresso production process, including coffee measurement, grinding, shot extraction, and milk steaming. This ensures uniformity across all baristas and locations.
3. Staff Training
4. Implement a comprehensive training program for employees, emphasizing the importance of quality, speed, and customer satisfaction. Monitor performance regularly to identify areas for improvement and provide ongoing support.
5. Supplier Management
6. Develop strong relationships with reliable suppliers to secure high-quality coffee beans and other essential materials. Consider long-term contracts to ensure consistent supply and minimize disruptions.
7. Continuous Improvement
8. Establish a system to identify inefficiencies and bottlenecks in the espresso production process. Encourage employee feedback and adapt procedures based on best practices and new insights.

The espresso process, from order placement to drink preparation and delivery, is critical for customer satisfaction. Appendix 1 provides a detailed breakdown of the process, helping baristas maintain high standards while accommodating modifications.

Metrics

Evaluating Process Effectiveness

Wild Dog Coffee Company has identified several metrics to evaluate the quality and efficiency of its processes. Key performance indicators include:

• Order-to-Delivery Time: Time taken to prepare and deliver orders.
• Customer Wait Time: Time spent waiting to place and receive orders.
• Customer Satisfaction: Feedback on service quality.
• Error Rates: Frequency of mistakes in order preparation.

Balancing these metrics ensures high customer satisfaction, operational efficiency, and employee morale, aligning with the goals of MBA FPX 5016 Assessment 1.

Procedure

Order Fulfillment Process

1. Customers place their orders either in-store or online.
2. The cashier processes payment and prints a ticket for the barista.
3. Baristas follow precise preparation steps outlined in Appendix 1, tailored to each beverage type.
4. Completed orders are placed at the pickup station or a designated mobile order area.

Maintaining a clean, efficient workflow ensures consistent quality and timely delivery.

Purpose

Importance of Espresso Consistency

The espresso shot is the foundation for most beverages on Wild Dog Coffee’s menu. To deliver the best experience:

• Espresso should weigh 8–10 grams and brew for 25 seconds.
• Portafilters must remain clean and dry to prevent contamination.
• Extraction must be precise to avoid sourness (under-extraction) or bitterness (over-extraction).

By adhering to these standards, Wild Dog Coffee can maintain product excellence, which is critical to customer retention and brand reputation.

Process Change Analysis

Beverage Preparation Time

Analysis of beverage preparation times for 50 orders at the original location highlighted key areas for improvement. The assistant store manager identified a target delivery time of 2–3 minutes per beverage. Achieving this target reflects the process’s capability to meet customer expectations.

Cause-and-Effect Variance

Using the six “M’s” framework, Wild Dog Coffee identified factors affecting performance:

• Workforce: Insufficient staff and inadequate training lead to delays and errors.
• Machines: Outdated equipment slows preparation and increases maintenance needs.
• Materials: Supply chain disruptions affect ingredient availability, especially during the COVID-19 pandemic.

Recommendations

Solutions for a Successful New Store

1. Increase Staffing: Hire more employees to reduce workload, ensure proper training, and enhance supervision.
2. Upgrade Equipment: Invest in additional espresso machines to handle peak hours effectively.
3. Simplify the Menu: Temporarily limit offerings to mitigate the impact of supply shortages.

These improvements address identified challenges and ensure the second location operates smoothly, meeting the standards set by the original store and aligning with the objectives of MBA FPX 5016 Assessment 1.

Conclusion

Wild Dog Coffee Company’s decision to expand reflects its strong customer base and successful business model. However, ensuring consistent quality across locations is paramount. By implementing the recommendations outlined in this MBA FPX 5016 Assessment 1 Process Improvement Plan, Wild Dog Coffee can achieve its expansion goals while maintaining efficiency and customer satisfaction. These changes will position the company for long-term success in a competitive market.

References 

Aupiais, S. (2020, November 10). Barista basics: How to make an espresso in 14 steps. Perfect  Daily Grind. Retrieved September 10, 2022, from  

https://perfectdailygrind.com/2018/01/barista-basics-how-to-make-an-espresso-in-14- steps/ 

Krajewski, L. J., Malhotra, M. K., & Ritzman, L. P. (2019). Operations management: Processes and supply chains. Pearson. Retrieved from  

https://capella.vitalsource.com/reader/books/9780134824673/epubcfi/6/6%5B %3Bvnd.vst.idref 

%3DP7001014064000000000000000000021%5D!/4/2%5BP7001014064000000000000 000000021%5D/74%5BP700101406400000000000000007F40C%5D/1:121%5Bexe %2Cs.%5D.  

Maia, L. B. (2020, November 23). 28 different types of coffee you drink daily. Lucky Belly.  Retrieved September 4, 2022, from https://www.luckybelly.com/types-of-coffee/ Supply Chains and the COVID‐19 Pandemic: A Comprehensive Framework. (2021). European Management Review, 18(3), 363–382. https://doi.org/10.1111/emre.12449