{"id":284,"date":"2006-12-29T05:57:36","date_gmt":"2006-12-29T12:57:36","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/284\/service-defects-at-los-hermanos-restaurant"},"modified":"2020-07-09T22:36:42","modified_gmt":"2020-07-10T03:36:42","slug":"service-defects-at-los-hermanos-restaurant","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/","title":{"rendered":"Service Defects at Los Hermanos Restaurant"},"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>I ordered some take-out the other day from a local, but popular, Mexican Restaurant called Los Hermanos <a title=\"mexican restaurant 5 whys example\" href=\"https:\/\/staging.opexlearning.com\/resources\/customer-impact-from-poor-visual-management\/2148\/\">Mexican Restaurant<\/a>. Their food is decent, but their service is a mess.<\/p>\n<p>I called-in an order of two meals and some chips. The lady who took my order was nice and she said I could come and pick up my order in 30 minutes. When I arrived at Los Hermanos Mexican Restaurant in Lindon, Utah and Los Hermanos Mexican Restaurant in Provo, Utah, that&#8217;s when all the service defects were exposed. Below is a process map that I quickly built to familiarize you with the take-out process:<\/p>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/restaurant-1024x719.png\" alt=\"\" width=\"1024\" height=\"719\" class=\"aligncenter wp-image-31337 size-large\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/restaurant-1024x719.png 1024w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/restaurant-300x211.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/restaurant-768x539.png 768w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/restaurant-600x421.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/restaurant.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<p>The take-out person was a mess; granted, they were busy, but her desk was full of orders, not organized in any meaningful way. When I arrived at the restaurant, I approached the take-out person&#8217;s area: she was busy sorting through her papers, while 3 customers, including me, waited on her; all the while, she provided us with zero feedback, no acknowledgement that we were even there waiting, and talked rudely to her co-workers. I politely got her attention and asked her to help the lady in front of me. The take-out person did.<\/p>\n<p>As she stumbled through her piles of paper-based orders, I thought that a good dose of <a title=\"5S\" href=\"https:\/\/staging.opexlearning.com\/resources\/5s\/180\/\">5S<\/a> would help her a lot. One of the key principles in <a title=\"queue\" href=\"https:\/\/staging.opexlearning.com\/resources\/queueing-theory\/\">queueing theory<\/a> is that we must know the amount, the locations, and the status of our work-in-process (things-in-process). We need to have this data in order to <a href=\"https:\/\/staging.opexlearning.com\/resources\/sipoc-metrics\/274\/\">manage flow<\/a>. This lady clearly didn&#8217;t have this principle down. From the process map above, it&#8217;s easy to see why: it appears that there are ~3 operators who take orders, but it doesn&#8217;t appear that they are talking to each other. So, if an order is taken by Operator A, but the customer approaches Operator B for the order, Operator B will not know about it, as in my case.<\/p>\n<p>When it was my turn to pick-up my order, the Operator couldn&#8217;t find my order stub. She became frustrated at her own disorganized mess and then she concluded that I probably never called-in the order. After a few minutes of discussion, another Operator found my paper stub and brought me my food. It&#8217;s predictable that when things go wrong, some businesses blame the customer for the problems. It&#8217;s too bad that this person engaged in that counter-return-customer behavior.<\/p>\n<p>I paid and then I left . . . to speak with the manager of <a title=\"mexican, restaurant, food, menu, burrito, provo, lindon, los hermanos, catering, weddings, utah\" href=\"https:\/\/staging.opexlearning.com\/resources\/\">Los Hermanos Mexican Restaurant<\/a>.<\/p>\n<p>The manager was nice and understanding; she gave me a $10.00 gift certificate.<\/p>\n<p>This experience exposed <a href=\"https:\/\/staging.opexlearning.com\/resources\/what-is-waste\/223\/\">a lot of waste in the processes at Los Hermanos Mexican Restaurant<\/a>. From the customer&#8217;s perspective, I consider value-added steps the order taking step, food preparation steps, and the pick-up of order steps. The other steps &#8212; especially arguing with me and the stumbling through piles of papers and chasing phantom orders &#8212; I consider waste and I&#8217;m not willing to pay for those steps with either my time or my money. Businesses need to better understand their customer-facing processes and ask themselves: if the customer knew about this step in the process, would they be willing to pay for it? If the answer is &#8220;NO&#8221;, then the business needs to eliminate that step.<\/p>\n<p>Similarly, if there is <a href=\"https:\/\/staging.opexlearning.com\/resources\/good-complexity-bad-complexity\/269\/\">complexity that the customer is not willing to pay for<\/a>, then eliminate that also. But, if there is complexity that the customer is willing to pay for, then exploit that for profit.<\/p>\n<p>In my case, the Operator not knowing where my order was and arguing with me that I never made the order is not only inexcusable bahavior from a merchant, but also exposes process problems that aren&#8217;t difficult to fix, but critically important to fix in order to satisfy the customer.<\/p>\n<p>Again, <a href=\"https:\/\/staging.opexlearning.com\/resources\/focus-on-the-customer\/158\/\">it&#8217;s about the customer<\/a> and aligning our business processes to satisfy the needs of the customer. Los Hermanos Mexican Restaurant lost a customer; I won&#8217;t be eating there again.<\/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>I ordered some take-out the other day from a local, but popular, Mexican Restaurant called Los Hermanos Mexican Restaurant. Their food is decent, but their service is a mess. I called-in an order of two meals and some chips. The lady who took my order was nice and she said I could come and pick [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":10036,"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":[203],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Los Hermanos Restaurant &amp; Lounge Defects<\/title>\n<meta name=\"description\" content=\"Los Hermanos Restaurant Defects and what they can do to improve.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Los Hermanos Restaurant &amp; Lounge Defects\" \/>\n<meta property=\"og:description\" content=\"Los Hermanos Restaurant Defects and what they can do to improve.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/\" \/>\n<meta property=\"og:site_name\" content=\"OpEx Learning\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/get.shmula\" \/>\n<meta property=\"article:published_time\" content=\"2006-12-29T12:57:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-07-10T03:36:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/mexican-hat-mexican-restaurant.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"468\" \/>\n\t<meta property=\"og:image:height\" content=\"305\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Uday Kawar\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@shmula\" \/>\n<meta name=\"twitter:site\" content=\"@shmula\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Uday Kawar\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/\",\"url\":\"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/\",\"name\":\"Los Hermanos Restaurant & Lounge Defects\",\"isPartOf\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/mexican-hat-mexican-restaurant.jpg\",\"datePublished\":\"2006-12-29T12:57:36+00:00\",\"dateModified\":\"2020-07-10T03:36:42+00:00\",\"author\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/#\/schema\/person\/9335b5223b67189b35bda7d6be11c3fd\"},\"description\":\"Los Hermanos Restaurant Defects and what they can do to improve.\",\"breadcrumb\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/#primaryimage\",\"url\":\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/mexican-hat-mexican-restaurant.jpg\",\"contentUrl\":\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/12\/mexican-hat-mexican-restaurant.jpg\",\"width\":468,\"height\":305},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/service-defects-at-los-hermanos-restaurant\/284\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/staging.opexlearning.com\/resources\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Experience\",\"item\":\"https:\/\/staging.opexlearning.com\/resources\/service-design-customer-experience\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Service Defects at Los Hermanos Restaurant\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/#website\",\"url\":\"https:\/\/staging.opexlearning.com\/resources\/\",\"name\":\"OpEx Learning\",\"description\":\"Lean Six Sigma. 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