Problem to Solve: You wait in line a your favorite coffee shop everyday. You notice that each customer gets agitated if they wait over 3 minutes before placing an order and if they wait over 4 minutes to receive their drink. After taking an operations course and learning about lean six sigma, you begin to wonder,could your coffee experience be improved?

Before Improvement:

Customer Survey Complaints:

After Improvement:

Questions: 1. Identify Customer (s) & Priorities 2. Define performance measure: Supplier Input Process [step] Output Customer Define the high-level process using a SIPOC

3. Determine the most likely cause of a defect

Before Improvement \# of complaints Waiting Time Complaints \# of complaints Drink Prep Complaints 7 Line to long 3 Floor Sticky 5 Don't have what I want 2 Smells funny 3 Staff was rude 6 Wrong order 4 Coffe Cold 2 Coffee too hot 6 Took too long 2 Was too fast