I always like to use Starbucks examples in class. Its the kind of “hip” company that students can relate to. Over the past few years , Starbucks has been applying lean manufacturing techniques to study every move its baristas make in order to shave seconds off each order. Chapter 1 in our text has an OM in Action box describing these productivity improvements.
But The Wall Street Journal (Oct.13, 2010) just reported that Starbucks now wants to reign in its baristas, an act that will result in longer lines and waits. Baristas are being told to stop making multiple drinks at one time, to steam milk one drink at a time instead of a pitcher at a time, to rinse pitchers after each use, and to use 1 espresso machine instead of 2.
Why would the company do this? The new methods have “doubled the amount of time it takes to make some drinks” says one employee. But the company is concerned about quality, with customers indicating that Starbucks espresso drinks are just “average”.
It is definitely an interesting class topic to see the lean techniques being reversed and I am sure many students will have a comment about such changes.
Discussion questions:
1. Why would baristas be opposed to slowing down the process?
2. What are some of the lean techniques the company has introduced over the years?
3. What other changes has Starbucks made recently in product and process?
2 thoughts on “OM in the News: Starbucks’ Lean Teams Slowing Down”