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MBA | LSSBB | Process Improvement

The family and I are enjoying the #USA Ft. Carson Freedom Fest, though we've been waiting 10 minutes longer than the expected 16 minutes for our food truck dinner. That's fine, it's part of the experience, but it got me thinking about how to improve their process. It seems (anecdotally) that the wait time increases with each customer so they're not keeping up with incoming demand. There are two lines: one for those who've ordered and one for those waiting to order; both are getting longer. If my opinion were asked, I'd suggest that the fellow taking orders move slower - he is far outpacing the cooks in the truck. Alternatively, it might be best if he is removed from the process altogether. There is a young lady who calls out customer names and gives them their food. If she also took orders she could set the pace - one order in one order out. Further, I don't know the complexity of their cooking process though I can see that their menu is robust. 4 kinds of pork sandwiches, 4 kinds of chicken sandwiches, 4 kinds of nachos, 5 kinds of tacos, and 6 kinds of hot dogs - different toppings, etc. It might be possible to use pricing to help guide customers toward faster options. [It turns out that my sandwich had fried onions, pulled pork, and sauce on a bun; a max 20 second cycle time. My daughter's street tacos took probably 45 seconds to assemble.] I'd be curious to see their pre-work (particularly in a food prep & safety environment). The hot dog condiments could readily be moved off the production line (and labor, by having the customer serve themselves). Such an interesting way to spend a Saturday afternoon! Edit 1: as a customer, we've learned to look for food trucks with fewer menu options and for fast-moving (or nonexistent) 2nd lines. Edit 2: we got our food after 40 minutes; ok. Rebecca's nachos had neither sour cream nor jalapenos, despite confirming those toppings. This defect could be resolved with a condiment table and it shows that defects arise from rushing as well as inattentiveness.

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Judee Dale

International Business | Results Driven Process Optimization | Complex Global Project Management | Leader Operational Excellence

8 个月

Hi Lee, I can't tell you how much I enjoyed your re-engineering efforts for the food truck! It's pretty addictive, right? We miss seeing you guys!

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