Service Improvements at Greenhouse Market Thesis

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Our current ratio of 3 counter staff to 1 sandwich prep is the highest among our competitors. In contrast, Kimmie's Kitchen with an order-to-eat time of 2.3 minutes has one counter staff for three sandwich preps. They do not have any bottlenecks in sandwich preparation. Having two counter staff and two sandwich preps will alleviate our current bottleneck.

The third step is to have the customers pick up their own orders when the order is ready. The customer will wait at the sandwich counter for their order to be picked up. This reduces the workload for the counter staff, which will now remain at their workstations for the duration of the lunch rush. The customer will pick up coffee and desert at the same time. Trays should be provided to assist customers in getting their food to the table.

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To summarize the specific steps we need to undertake:

Replace the existing cash register with two electronic ordering systems

Re-train one counter staff to work as a sandwich prep

Sandwich preps will receive orders on electronic tickets, with an order number.

Purchase self-serve trays

Eliminate all table service -- customers will receive all orders at the sandwich counter when their order number is called out

It is believed that by undertaking these steps, we can reduce our order-to-eat time to less than three minutes, which will increase customer satisfaction, decrease employee stress….....

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