• Evaluate espresso preparation steps and create a process improvement plan for Wild Dog Coffee Company.

• Write process improvement plan paper on improving beverage preparation times with data-driven analysis.

Process Improvement Plan for Wild Dog Coffee Company

Purpose of the Plan

Wild Dog Coffee Company is preparing to expand from a single-location operation to a multi-location business. The company’s success depends not only on marketing appeal but also on operational consistency. A second location introduces risks: variability in service speed, uneven product quality, and inefficiencies that may compound across sites. The espresso beverage preparation process, the most visible and frequently repeated service activity, needs to be clarified, measured, and stabilized before scaling. This plan assesses the current process, analyzes service-time data, identifies causes of variation, and recommends improvements for efficiency, quality, and customer satisfaction.

Espresso Beverage Preparation Process

The espresso beverage preparation process starts when a customer submits an order and ends when the beverage is delivered. The process involves several tightly linked actions:

• Order Submission: Customer places the order at the counter or digitally.

• Order Entry: Staff inputs order into the system, which prints a ticket or displays it on a screen.

• Grind and Dose Coffee: Barista grinds beans, doses into portafilter, and tamps.

• Brew Extraction: Espresso machine runs extraction.

• Milk Preparation: If needed, milk is steamed and frothed.

• Assembly: Espresso shots combined with milk or other ingredients.

• Quality Check: Barista verifies order accuracy.

• Delivery: Beverage is handed to customer.

This sequence can be disrupted by bottlenecks, equipment variation, or inconsistent barista practices. Even minor differences add up when replicated across hundreds of orders daily.

Flowchart of Espresso Beverage Preparation

(Provided in Appendix A – flowchart shows order from submission to delivery, including grind, brew, milk preparation, assembly, quality check, and delivery.)

Documented Procedure

Title: Espresso Beverage Preparation Process

Purpose:
The procedure ensures consistent beverage quality, efficient service, and customer satisfaction by standardizing how espresso drinks are prepared and served.

Steps:

1. Customer submits order.

2. Staff enters order into system.

3. Barista collects portafilter, doses ground coffee, and tamps.

4. Barista starts espresso extraction.

5. If milk-based beverage, milk is steamed and textured simultaneously.

6. Barista combines espresso with milk or flavorings.

7. Beverage accuracy checked against order ticket.

8. Beverage delivered to customer.

Metrics:

• Order Delivery Time: Target 2.5 minutes average, measured by system timestamps.

• Defect Rate (Incorrect Orders): Target ≤1% of orders, measured by customer complaints or rework.

• Consistency of Taste/Temperature: Target 95% customer satisfaction from post-purchase surveys.

Data Analysis of Beverage Service Times

The company collected 50 beverage preparation times. The senior barista suggested service should fall between 2 and 3 minutes. The known process standard deviation is 0.5903 minutes.

Step 1: Process Centering
The average service time from the dataset was 2.52 minutes. This falls within the desired 2–3 minute window, indicating the process is centered.

Step 2: Capability at 3-Sigma
The capability index (Cp) compares process spread to specification limits.

• USL = 3 minutes, LSL = 2 minutes → Tolerance = 1 minute.

• Process spread = 6σ = 6(0.5903) = 3.54 minutes.

• Cp = Tolerance / Process Spread = 1 / 3.54 = 0.28.

A Cp of 0.28 is far below the benchmark of 1.0, which shows the process is not capable of reliably meeting requirements at 3-sigma.

Step 3: Statistical Control
A control chart of the 50 service times reveals several points approaching control limits, though not exceeding them. The process shows natural variation but lacks tight control. Without intervention, variation will continue to cause delays and occasional outliers above 3 minutes.

(Appendix B contains detailed results and control chart.)

Cause-and-Effect Analysis

Variability in service time arises from multiple interacting sources. Using the 6 Ms framework, four main factors are prominent:

• Manpower: Differences in barista skill, speed, and training. New staff require more time for tamping and milk frothing.

• Machine: Espresso machines differ slightly in heating cycles and pressure, causing extraction time variation. Inconsistent grinder calibration also affects speed.

• Method: Lack of standardized steps across shifts. Some baristas steam milk before pulling shots, others after. These micro-choices change service time.

• Materials: Milk type (whole, oat, almond) and cup size alter preparation time. Certain drinks require double steaming or syrup mixing.

(Appendix C provides a cause-and-effect diagram.)

Recommendations for Process Improvement

1. Training Standardization
Develop a barista training module focusing on tamping pressure, grinder calibration, milk steaming order, and assembly sequence. Standardization reduces variance caused by personal style. Cross-train staff for consistent multitasking.

2. Equipment Calibration and Maintenance
Institute daily calibration of grinders and weekly inspection of espresso machines. Machines should be standardized across locations to minimize differences in heating and extraction.

3. Workflow Redesign
Introduce a two-person workflow during peak times: one barista handles extraction and milk preparation, the other assembles and delivers drinks. This division reduces idle time and accelerates throughput.

4. Measurement and Feedback Loop
Continue capturing order timestamps, but add periodic taste/temperature audits. Display live order times on staff dashboard to reinforce awareness. Monthly review meetings should discuss data trends and corrective action.

5. Customer-Facing Improvements
Offer estimated wait times on receipts and apps. If service exceeds 3 minutes, provide a small discount voucher to reinforce accountability.

Expected Outcomes

Implementing the plan should achieve:

• Reduction of average delivery time to 2.4 minutes with standard deviation reduced to 0.4 minutes.

• Cp approaching 1.0, signaling process capability at 3-sigma.

• Fewer customer complaints about order accuracy and product inconsistency.

• A repeatable process foundation that scales to the second location without compromising customer satisfaction.

Conclusion

The espresso beverage preparation process at Wild Dog Coffee Company is functional but fragile. Data shows the process is centered but not capable at 3-sigma, meaning that expansion risks magnifying inefficiencies. Root causes trace back to human variability, equipment inconsistency, and unstandardized workflows. By enforcing training, calibrating equipment, redesigning workflows, and maintaining transparent metrics, the company can tighten control and deliver reliable quality. Customers will feel the difference in shorter waits and consistent drinks, while the company secures operational discipline for growth.

References

• Antony, J., Snee, R. and Hoerl, R. (2021). Lean Six Sigma: Yesterday, Today and Tomorrow. International Journal of Quality & Reliability Management, 38(1), pp.1–15. https://doi.org/10.1108/IJQRM-09-2020-0308

• Kumar, M., Antony, J. and Douglas, A. (2020). Does size matter for Six Sigma implementation? The TQM Journal, 32(4), pp.639–657. https://doi.org/10.1108/TQM-09-2019-0228

• Oliveira, J., Sá, J.C. and Fernandes, A. (2022). Continuous improvement through Lean tools: An application in a beverage company. Sustainability, 14(7), p.3783. https://doi.org/10.3390/su14073783

Appendix

Appendix A: Flowchart
(Espresso preparation flowchart with steps from order submission → order entry → grinding → extraction → milk steaming → assembly → quality check → delivery.)

Appendix B: Detailed Results

• Mean service time: 2.52 minutes.

• σ = 0.5903 minutes.

• Cp = 0.28.

• Control chart shows points within limits but scattered widely.

Appendix C: Cause-and-Effect Diagram
Fishbone diagram with Manpower, Machine, Method, Materials as primary branches, each with sub-causes.

Process Improvement Plan

Number of sources: 3
Paper instructions:
Develop a 7-page process improvement plan for a provided scenario or a business and process of your choice, using data to support your recommendations.

Introduction
This portfolio work project, a process improvement plan, will help you demonstrate competencies in process documentation, process analysis, and process improvement.

Scenario
For this assessment, choose either Option 1 or Option 2. You do not need to do both. You will apply one of these scenarios in the Requirements below. Both options will be graded using the same scoring guide.

Option 1
Wild Dog Coffee Company, a locally owned company with a single coffee shop location, serves a wide selection of espresso products, small breakfast and lunch menu items, and a limited evening menu. The company is planning to expand the business by adding an additional location. While different menu items may be tested at the new location, the espresso beverage preparation process will remain exactly the same. The company wants to ensure that the espresso beverage preparation process is documented and refined before the move.

Option 2
Select a business and process of your choosing. Note: It is recommended that you use the same business for each assessment in this course. Before choosing a company, read all three of the assessments thoroughly to ensure the following:

The company fits the assessment requirements and you have access to the information needed to complete the assessment.
The business information is disclosed in the assessment for faculty’s reference.
You can distribute the business data without disclosing confidential information.
Contact faculty with questions.

Your Role
Option 1
You are one of three owners of Wild Dog Coffee Company. Your background is primarily in operations. Your business partners’ backgrounds are in marketing and sales. While they are working on the external aspects of the business that will bring customers in, you are focused on making the internal customer-facing processes as efficient as possible. You are preparing an analysis and recommendations that will help manage a core process improvement for the successful opening of a second location.

Option 2
Your boss, a director, has tasked you with a process improvement project. She is relying on you to prepare an analysis and recommendations that can be presented to the executive team of the company.

Requirements
Include the following in your process improvement plan:

Assess the steps for a selected process.
Develop a flowchart showing the process’ steps. You may include as many steps as are relevant for your selected scenario.
If using Wild Dog Coffee Company, show the steps for preparing an espresso beverage (for example, latté, cappuccino); there are two steps that must be included: (1) order is submitted and (2) beverage is handed to the customer. Hint: You may want to visit a local coffee shop to observe the beverage preparation process.
Prepare a procedure documenting the selected process. At a minimum, the procedure must document the following for your selected process:
Metrics. Identify at least two metrics that will be useful in determining how well the new process is performing. Be sure to identify the target value of the metric and how you will measure it.
For Wild Dog Coffee Company, it could be how well the beverage preparation process is performing. A third metric is already identified for you: order delivery time. (This is the time between when the order is submitted and the time the beverage is handed to the customer.)
Procedure. This section describes each step of the process.
For Wild Dog Coffee Company, your procedure should be titled, “Espresso Beverage Preparation Process.” Be sure to include order submittal and handing the beverage to the customer as part of the procedure.
Purpose (of the procedure). This section describes what the procedure is intended to do.
Analyze data for process changes for a selected process. Respond to the following questions:
Is the process centered? Provide the results of your calculations and the rationale for your decision by thinking about the process capability.
Is the process capable at 3-sigma? Provide the results of your calculations and the rationale for your decision by thinking about the process capability index.
Is the process in statistical control? Provide the appropriate numbers and the rationale for your decision using a control chart for individuals.
For Wild Dog Coffee Company, analyze the Beverage Service Times [XLSX] Download Beverage Service Times [XLSX]data. This data is for 50 beverage preparation events and was collected using their order processing system. Each individual order gets a time-stamp when it is placed and again when the beverage is handed to the customer. The senior barista thinks the beverage delivery times should range between 2 and 3 minutes. The known process standard deviation, which has been calculated on an on-going basis, is 0.5903 minutes.
Analyze the cause and effect of process variances.
Brainstorm possible sources of variation to create a cause-and-effect diagram to help analyze potential sources of variation in the espresso beverage preparation process at Wild Dog Coffee Company or for your selected business’ process. Your diagram must include at least four of the “6 Ms” (that is, management, manpower, method, measurement, machine, materials).
Recommend quality and customer service improvements for a selected process.
Detail the results of your analysis for Wild Dog Coffee Company or your selected business’ process to substantiate your recommendations.

Deliverable Format
Requirements:
The process improvement plan is to be a minimum of 7 pages, not including the title, reference, and appendix pages.
Use a process improvement plan template of your choice.
Related company standards:
The process improvement plan is a professional document and should therefore follow the corresponding MBA Academic and Professional Document Guidelines (available in the MBA Program Resources), including single-spaced paragraphs.

In addition to the title and reference pages, include the following in the appendix:
Flowchart.
Procedure.
Detailed results of order delivery time analysis.
Cause-and-effect diagram.
Use American Society for Quality (ASQ) data analysis tools and 2-3 additional scholarly or academic sources where applicable.
Use APA formatting for citations and references.

Evaluation
By successfully completing this assessment, you will demonstrate your proficiency in the following course competencies through corresponding scoring guide criteria:

Competency 1: Analyze how operations management theories and models effect the development and delivery of products or services to the marketplace.
Assess the steps for a selected process.
Competency 2: Use logistics and supply chain management tools to manage the distribution of products and services.
Prepare a procedure documenting a selected process.
Competency 3: Use data to evaluate the effect of operations management decisions on organizational goals.
Analyze data for process changes for a selected process.
Analyze the cause and effect of process variances.
Competency 4: Evaluate the effectiveness of operations management strategies to achieve quality and customer service goals.
Recommend quality and customer service improvements for a selected process.
Competency 5: Communicate business needs, opportweekies, and strategies with multiple stakeholders.
Write coherently to support a central idea with correct grammar, usage, and mechanics as expected of a business professional.
Faculty will provide feedback as if they were the recipient of your deliverable in the workplace, using the scoring guide. Refer to the scoring guide to ensure that you meet the grading criteria for this assessment before submission.

ePortfolio
This portfolio work project demonstrates your competency in applying knowledge and skills required of a MBA learner in the workplace.

Scoring Guide
Use the scoring guide to understand how your assessment will be evaluated.

Criterion 1
Assess the steps for a selected process.
Distinguished
Assesses the steps for a selected process and identifies key steps relevant for the scenario within the process flowchart.

Criterion 2
Prepare a procedure documenting a selected process.
Distinguished
Prepares a procedure documenting a selected process and summarizes its purpose, the steps, and metrics measuring performance.