A3 Coffee Shop Briefing Document

You are have been asked to assist the manager of a small coffee shop to improve performance.

The coffee shop is not part of a chain but serves different types of coffee all day long to local shoppers and town visitors. The shop serves coffees and cakes.

The coffee shop has been open for just over two years. Customers have grown steadily. It has become established as a meeting place for adults.

The shop is situated in a small rural market town. There are a few 'fast food' outlets in the town (some serving cheap coffee as a takeaway), a small hotel, and a few restaurants. At present there are no other coffee shops in town including no 'Starbucks' or 'Tim Hortons'.

An average of around 250 customers come into the shop each day, but this is unevenly spread. More customers come in on Saturdays. The peak times are breakfast time (highest) then lunchtime. During morning peak most coffees are take-away, but at other times customers sit down and chat over coffee.

Staff turnover is moderate. Often high school students are employed. They often work at the shop for a few months before leaving.

All new employees are given basic training of two hours, plus are shadowed by a more experienced employee for the first week.

Prices are considered reasonable by customers and in line with coffee prices in nearby towns.

Recently there have been complaints about the quality of the coffee. The profit forecast has been missed.

You have just taken an introductory Lean/Quality course at the local college; how would you and your teammates' problem solve the complaints about the quality and the missed profit forecast.

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