Solutions Contributing to Process Improvement |
Our efforts to improve the length of the lines at the Hodgson's ice cream parlor were spawned by a round of brainstorming. We had to figure out how to solve some of those "why" questions. The ideas that follow are those ideas that we implemented:
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1) We replicated a sign already in use at Hodgson's and placed it in a position closer to the door and along the main thoroughfare. Customers would have advanced notice of basic instructions for ordering. The sign asked if the person would like a cup or cone, what flavor ice cream, and how many scoops. In addition, the sign's placement away from the main menu helped eliminate the elements of clutter and confusion.
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2) We rearranged the ice cream tubs so that the most popular flavors were not clustered together. Therefore, employees working at the same time would not be bunched up over the same freezer opening.
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3) To help solve the scooping problem, we kept a pot of hot water on the spare heating element above the coffee maker and occasionally replaced the water in the scoop cleaner with this hot water. A warm scooper goes through ice cream much more easily than a cold one. In fact, a cold one will often freeze onto the ice cream.
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4) Also designed to address the issue of hard ice cream was the arrangement of the stored ice cream in the freezer. There are two layers of tubs in the freezer; the ones on top being served, and the lower are the next in line. The colder the ice cream, the harder it is to scoop. Those tubs on the outside edge are kept colder because they are closer to the cooling elements. Once again we placed as many of the most popular flavors as possible close to the center of the freezer, so they would thaw out more quickly.
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