Starbucks Need for Speed
Reveries has a nice sum-up of the Wall Street Journal article on Starbucks need for speed.
For years now Starbucks has been fixated on reducing customer wait time (i.e. speed of service). However, at some point a fixation can become an obsession and not all obsessions are healthy.
From the WSJ article, “This is a game about seconds,” says Silvia Peterson, Starbucks director of store operations engineering, adding that she and her team of 10 engineers are constantly asking themselves: “How can we shave time off this?”
It occurs to me Starbucks used to be obsessive about quality. Now they seem to be obsessive about quantity.
My Starbucks Tribal Knowledge tells me this …
“People will wait for a burger – it’s lunch.”
-- Howard Behar, long-time influential SBUX executive --
And people will wait for coffee. It’s just coffee after all.