{"id":2148,"date":"2010-05-10T12:48:47","date_gmt":"2010-05-10T19:48:47","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=2148"},"modified":"2014-10-10T11:27:09","modified_gmt":"2014-10-10T16:27:09","slug":"customer-impact-from-poor-visual-management","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/customer-impact-from-poor-visual-management\/2148\/","title":{"rendered":"5 Whys on Mexican Food Wrong Order"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignright size-full wp-image-2149\" style=\"margin: 3px;\" title=\"visual-controls-shmula\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/05\/visual-controls-shmula.jpg\" alt=\"visual-controls-shmula\" width=\"190\" height=\"56\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/05\/visual-controls-shmula.jpg 316w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/05\/visual-controls-shmula-300x89.jpg 300w\" sizes=\"(max-width: 190px) 100vw, 190px\" \/>For a lunch meeting today, I went and picked up some Mexican food. The customer in front of me was confused about his order because it wasn&#8217;t what he ordered. \u00a0So, what happened?<\/p>\n<p>It turns out that he ordered a &#8220;Special #1&#8221;. \u00a0But, the cashier thought the customer ordered &#8220;#1&#8221;. \u00a0I know what you&#8217;re thinking: What&#8217;s the difference? This was a perfect problem for a quick <a title=\"5 whys example from taiichi ohno of toyota\" href=\"https:\/\/staging.opexlearning.com\/resources\/ask-why-five-times-about-every-matter\/382\/\">5 Whys<\/a>.<\/p>\n<p>Big in fact. \u00a0In terms of money, there was a $2.00 difference. \u00a0But the &#8220;#1&#8221; meal has a Chimichanga, Rice, and Beans. \u00a0The &#8220;Special #1&#8221; has 4 Taquitos, 1 Bean Burrito, and a Drink.<\/p>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-2151 aligncenter\" title=\"visual-management-shmula\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/05\/visual-management-shmula.jpg\" alt=\"visual-management-shmula\" width=\"95\" height=\"87\" \/><\/p>\n<h2>5 Whys on Mexican Food<\/h2>\n<ol>\n<li><strong>Why<\/strong> did the customer receive the wrong order? \u00a0<strong>Because<\/strong> cashier prepared a &#8220;#1&#8221; instead of a &#8220;Special #1&#8221;.<\/li>\n<li><strong>Why<\/strong> did the cashier prepare a &#8220;#1&#8221; instead of a &#8220;Special #1&#8221;? \u00a0<strong>Because<\/strong> there are two &#8220;#1&#8221; meals.<\/li>\n<li><strong>Root Cause<\/strong>: The cashier prepared the wrong meal (meal switcheroo) because the menu has two &#8220;#1&#8221; meals available to be ordered.<\/li>\n<\/ol>\n<h2>It&#8217;s The Customer&#8217;s Fault<\/h2>\n<p>The worst part about this seemingly small incident is that this is not the first time it has happened. \u00a0I asked the cashier if &#8220;#1&#8221; gets mixed-up often and she said:<\/p>\n<blockquote><p>Customers order the wrong thing all the time<\/p><\/blockquote>\n<p>Without judgment, I asked her why she thinks that&#8217;s the case. \u00a0She said:<\/p>\n<blockquote><p>People do not read the menu carefully<\/p><\/blockquote>\n<p>I then asked her to consider the use of &#8220;#1&#8221; and asked her if that might be confusing. \u00a0She said,<\/p>\n<blockquote><p>No.<\/p><\/blockquote>\n<p>I chose to move on, made my order, and I hope our short Socratic\u00a0dialogue\u00a0would be helpful to her as more switcheroo&#8217;s happen.<\/p>\n<h2>It&#8217;s Not The Customer&#8217;s Fault<\/h2>\n<p>Here&#8217;s the worst part: the customer apologized for ordering &#8220;the wrong&#8221; order and the cashier said:<\/p>\n<blockquote><p>You ordered the wrong order.<\/p><\/blockquote>\n<p>I asked the customer how he felt and he said:<\/p>\n<blockquote><p>I feel dumb.<\/p><\/blockquote>\n<h2>Placing Blame, Unresolved Problems<\/h2>\n<p>Yes, finger pointing or placing blame might help us to feel better but it doesn&#8217;t solve anything. \u00a0Indeed, it probably makes the problem worse. \u00a0That&#8217;s why in Lean Thinking we take the focus away from people, and focus on systems, processes with this assumption:<\/p>\n<blockquote><p>People are basically good. \u00a0Humans make mistakes because our processes and systems encourage humans to do the wrong thing AND\/OR our processes and systems do not prevent mistakes from happening<\/p><\/blockquote>\n<p>This was clearly not the customer&#8217;s fault. \u00a0Yet, the cashier was quick to point out that &#8220;people don&#8217;t read the menu&#8221; and that &#8220;the customer ordered the wrong thing.&#8221;<\/p>\n\n<h2>It&#8217;s Your Turn<\/h2>\n<p>Have you experienced something like this? \u00a0Does placing blame or pointing fingers every do any good or solve problems? \u00a0How would you have handled this situation? \u00a0Have you seen other uses of poor visual management? \u00a0Would the use of <a title=\"5S, lean implementation, lean thinking, lean management\" href=\"https:\/\/staging.opexlearning.com\/resources\/5s\/180\/\">5S<\/a> be applicable here? \u00a0If so, how?<\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>For a lunch meeting today, I went and picked up some Mexican food. The customer in front of me was confused about his order because it wasn&#8217;t what he ordered. \u00a0So, what happened? It turns out that he ordered a &#8220;Special #1&#8221;. \u00a0But, the cashier thought the customer ordered &#8220;#1&#8221;. \u00a0I know what you&#8217;re thinking: [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":2149,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[147],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>5 Whys on Mexican Food Wrong Order<\/title>\n<meta name=\"description\" content=\"5 Whys on Mexican Food Wrong Order - 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