In this step, Susan focuses on identifying the specific inefficiencies and challenges present within the workflow of her small restaurant. By conducting a thorough analysis, Susan gains a clear understanding of the root causes of these issues and sets the foundation for implementing systemic solutions. Here’s how Susan approaches this step:

1. Observation and Data Collection

   – Susan begins by observing the day-to-day operations of her restaurant, paying close attention to areas where inefficiencies may arise. She collects data on various aspects of the workflow, including customer wait times, order processing times, staff movement, and communication patterns.

2. Staff Feedback and Input

   – Susan solicits feedback and input from her staff members, as they are directly involved in executing the restaurant’s workflow. She encourages open communication and listens to their perspectives on areas where improvements could be made, such as bottlenecks, repetitive tasks, or communication challenges.

3. Customer Feedback and Complaints

   – Susan reviews customer feedback and complaints to identify recurring issues related to service speed, order accuracy, and overall dining experience. She considers customer comments, online reviews, and direct feedback received through comment cards or surveys to pinpoint areas of concern within the workflow.

4. Root Cause Analysis

   – Susan conducts a root cause analysis to delve deeper into the underlying factors contributing to the identified inefficiencies. She asks probing questions to uncover the root causes of issues, such as whether delays are caused by kitchen bottlenecks, inadequate staffing levels, menu complexity, or ineffective communication channels.

5. Systems Perspective

   – Susan adopts a systems thinking perspective to understand how different components of her restaurant’s workflow are interconnected and influence one another. Rather than viewing problems in isolation, she recognizes that they are often symptoms of broader systemic issues that require holistic solutions.

6. Interdepartmental Coordination

   – Susan collaborates with employees from different departments, including front-of-house and back-of-house staff, to gain insights into workflow challenges from multiple perspectives. She recognizes that inefficiencies in one area of the restaurant can have ripple effects throughout the entire workflow, requiring cross-departmental coordination to address effectively.

7. Documentation and Analysis

   – Susan documents her findings and conducts a comprehensive analysis of the identified problems, categorizing them based on severity, frequency, and impact on overall restaurant performance. She uses data visualization techniques, such as flowcharts or process maps, to visualize the workflow and pinpoint areas of concern.

By thoroughly identifying the problems within her restaurant’s workflow, Susan lays the groundwork for implementing targeted interventions and systemic solutions to improve operational efficiency and enhance the dining experience for her customers. This systematic approach allows her to address root causes and achieve sustainable improvements in workflow performance over time.