① This Month's Theme and How to Colle...
② Floor Team (members and lead)
③ Kitchen Team (members and lead)
④ Register Team (members and lead)
⑤ Customer Comments This Month (colle...
⑥ Floor Problems and Causes (from the...
⑦ Kitchen Problems and Causes
⑧ Register Problems and Causes
⑨ Problems by Moment (sort ⑥ to ⑧ by ...
⑩ Problems Shared by All 3 Teams (see...
⑪ Fixes and What We Ask of Each Other...
⑫ Narrow the Fixes to Try (place the ...
Big impact x Needs prep
Big impact x Can start now
Small impact x Needs prep
Small impact x Can start now
⑭ Owner and Dates for Each Fix (per T...
⑮ What to Check at the Next Meeting
Service Improveme...
How to use (4 pag...
Fixes to try, dec...
Process, owners
Problems, causes
Customer comments...
1/4
Gather customer c...
Ctrl+F / ⌘F : 2/4...
→ 2/4
2/4
List each station...
↙ 3/4
This month's theme e.g. Shorten how long guests wait for food so they leave happy How customer comments are collected e.g. Jot down exact words. The owner gathers them at month end f rom comment cards by the register, reviews, and surveys Meeting date and time e.g. First Monday of each month, 2:30 to 3:30 p.m. (after lunch service, 60 minutes) Members: ____ e.g. Ana, Ben, Cara Lead: ____ e.g. Ana (keeps the team talking and writes the sti cky notes) Main jobs at this station e.g. Seating guests, taking orders, serving food, clearing tab les Members: ____ e.g. Owner, Dan, Eve Lead: ____ e.g. Dan (the owner joins one of the teams) Main jobs at this station e.g. Prep, cooking, plating, telling the floor a dish is ready Members: ____ e.g. Fay, Gus Lead: ____ e.g. Fay Main jobs at this station e.g. Payment, takeout orders and calls, seeing guests off When
What was said
Station
Comment 1
e.g. 10th, lunch rush e.g. 'It took a long time from ordering to the food arriv ing' e.g. Kitchen, floor Comment 2
e.g. 15th, evening e.g. 'Nobody greeted us at the door and we waited a while ' e.g. Floor Comment 3
e.g. 18th, lunch rush e.g. 'There was a line to pay and my lunch break got shor t' e.g. Register Comment 4
e.g. 22nd, night e.g. 'The smile on the way out was lovely. I want to come back' e.g. Floor, register e.g. Greeting at the door is late at lunch rush → hands are fu ll clearing tables e.g. Food is carried out late even when ready → hard to notice a dish is up e.g. Orders get misheard → the order is not repeated back If the cause is unclear, write 'Cause: ?' and leave it e.g. Order slips pile up and the cooking order gets lost → no set place for slips e.g. Hard to tell the floor a dish is ready → voices do not ca rry at rush time e.g. Allergy or large-size orders get missed → slips are not w ritten the same way e.g. Items sell out mid-lunch → prep amounts copy the previous week e.g. A line forms to pay at lunch rush → one person handles pa yment and takeout calls e.g. The bill does not match the real order → add-on orders ar e not written on the bill e.g. Explaining the loyalty card takes time → no set way of sa ying it e.g. Notice a guest at the door but cannot greet → cannot leav e the register Floor
Kitchen
Register
Related comments (⑤)
Entering
e.g. Greeting is late e.g. None e.g. Notice but cannot greet e.g. Comment 2 Ordering
e.g. Orders get misheard e.g. Special orders get missed e.g. None e.g. None Serving
e.g. Food is carried out late e.g. Hard to say a dish is ready e.g. None e.g. Comment 1 Paying
e.g. Add-on orders left off the bill e.g. None e.g. A line forms and bills do not match e.g. Comment 3 Shared problem e.g. A dish being ready, a guest arriving at the door, and an add-on order do not reach other stati ons right away Related customer comments e.g. On ⑤, comment 1 'It took a long time for the food' and comment 2 'Nobody greeted us at the doo r and we waited a while' 3/4
Narrow fixes and ...
→ 4/4
4/4
Try next week and...
Fix
What we ask of ot...
Who we ask
What is needed
From the floor
e.g. Always repeat the order back e.g. Please ring the table bell once when a dish is ready e.g. Kitchen e.g. One table bell From the kitchen
e.g. Line up slips from the left in the or der they come in e.g. Please write allergy and large-size o rders at the very top of the slip e.g. Floor e.g. A clip to hold the slips From the register
e.g. Take payment first at lunch rush e.g. Please take lunch-rush takeout calls on the floor e.g. Floor e.g. A notepad next to the phone Shared by all 3
e.g. Call out 'Table 5 is free' when a sea t opens up e.g. Please answer 'Got it' when you hear it e.g. Everyone e.g. None (voices only) 縦軸: Impact on cus...
Prepare and try by next month e.g. Write slips the same way at all three stations and redo the form Try from next week (pick 2 or 3 here) e.g. Ring the table bell once when a dish is ready, repeat orders back, take lunch-rush takeou t calls on the floor Skip this month e.g. Change how the loyalty card works Try when there is a free moment e.g. Settle on one way to explain the loyalty card ⑬ KPT = Keep, Pro...
Keep Continue e.g. Say a smiling goodbye on the way out, like comment 4 on ⑤ e.g. Five minutes before lunch service, everyone checks what is sold out that day Problem Issue e.g. Shared problem on ⑩: a dish being ready does not reach t he floor right away e.g. Problem on ⑧: at lunch rush one person handles payment a nd takeout calls Try Experiment e.g. Ring the table bell once when a dish is ready (fix chose n on ⑫) e.g. Repeat orders back, and take lunch-rush takeout calls on the floor (fixes chosen on ⑫) Owner
Start date
Review date
What to watch
Try 1
e.g. Table bell: Dan (kitchen team) e.g. Next Monday e.g. Next meeting (in 4 weeks) e.g. Are guests kept waiting between a dis h being ready and served? Try 2
e.g. Repeat back: Ana (floor team) e.g. Next Monday e.g. Before service in 2 weeks e.g. How many misheard orders in one week? Try 3
e.g. Takeout calls: Ben (floor team) e.g. Next Wednesday e.g. Next meeting (in 4 weeks) e.g. How many people line up to pay at lun ch rush? Try 4
Owner: ____ Start date: ____ Review date: ____ What to watch: ____ Order to check things e.g. Read out what to watch on ⑭ for each Try, then decide to keep, stop, or change how it is done Customer comments to collect next month e.g. Collect, as in ①, whether anyone said the food came faster after the table bell → 2/4
List each station...
↙ 3/4
Narrow fixes and ...
→ 4/4
Try next week and...
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