Lean Process Improvement Project Part #1-Exemplar
docx
keyboard_arrow_up
School
Middle Tennessee State University *
*We aren’t endorsed by this school
Course
6835
Subject
Industrial Engineering
Date
Feb 20, 2024
Type
docx
Pages
3
Uploaded by AmbassadorGazelleMaster727
Lean Process Improvement Project Part #1 “As-Is” Process Diagram & Successful Measurements
Process Swim Lane Diagram
Process Narration:
While the process of allocating tips at a coffee shop should be relatively simple, the current process involves a fair bit of back and forth between the closing barista, that day’s manager, and the shop owner. To begin, tips are given voluntarily by customers when they place an order. If the customer chooses to add a tip, cash tips are collected in the tip jar, and card tips are recorded in the Square point-of-sale system. At the end of the shift, the closing barista counts the total cash tips and runs a report to see total card tips for the day; this provides the total tips for the day. Next, the closing barista reviews the timesheet for the current day and determines if the shifts worked qualify as a half shift (< 5.75 hours) or a whole shift (>= 5.75 hours). These shift classifications are used to determine how to allocate the tips to each employee, as the half shift employees only get half the tips that a whole shift gets. Once the
total tips are allocated to each employee, that information is recorded in a shift summary that is sent to the closing manager. The closing manager then checks the shift summary for accuracy; if the shift report contained errors, the closing manager notates those and sends them back to the closing barista for review. If the shift summary looks correct, the manager approves the shift summary and sends it to the owner for the final level of approval. The owner then reviews the shift summary and timesheet to determine if he wants to make any changes to the tip allocation; he frequently gives employees who worked a half shift full tips, so it is essential to get his approval before disbursing tips. If the owner wants to change the tip allocation, he sends his changes to the manager, who tells the closing barista what changes need to occur. Once the owner agrees with the tip allocation, the final shift summary is left for the next day’s opening manager to disburse cash into each employee’s tip bag based on the previous day’s total tip allocation.
Process Measurements:
1.
Employee Satisfaction with Tip Allocation Method: This measurement is the most important for me to consider this project a success. I had heard from multiple employees that the current tip allocation system was cumbersome and largely unfair, as
there were employees working 15-30 minute longer shifts who receive twice as much in tips as employees who worked slightly shorter shifts. While I initially estimated that 50%
of employees were dissatisfied with the current tip allocation method, I created a survey
that gauged employee satisfaction with the current tip allocation system. As seen in the chart below, 75% of responding employees indicated that they are dissatisfied with the current tip allocation system. For this project to be considered successful, I would like to
flip these results to a 75% employee satisfaction rate.
2.
Time Spent Calculating Tip Allocation: While the primary goal of this project is to increase employee satisfaction with the tip allocation system, it is essential to not increase the time spent allocating tips as that would result in increased time and likely less employee satisfaction. Based on two weeks of data collection, the closing employee
spends approximately 45 minutes each night between calculating the tip allocation, getting managerial approval, and getting approval from the owner. Because my proposed method would remove the step of communicating special considerations with the owner and remove much of the hand calculating, my goal is to reduce the tip allocation process to 30 minutes per close, or a 50% reduction in time spent allocating tips.
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help