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A coffee house is getting a growing number of complaints from customers as they
Storyboard Text
- White Hat
- How many complaints are we talking exactly? Lets'stake a good look at the complaints database
- I think we should speakwith some of thesecustomers to find outmore about theirexperience with us
- Blue Hat
- We're getting lot's of complaints frompeople fed up of waiting so long fortheir coffee!
- In two groups, we can spend15 minutes wearing eachhat, and then an hour on full group discussion.If we have a really good idea,we'll takeit ti the are manager forapproval.Here goes....
- Green Hat
- What about that new 'Coffee Maker 3000'? Thatmachine is incredible and would definitely speed upproduction!
- It can also make an extra wet latte,which we can't do now!
- What does we know?What does this tell us?
- Yellow Hat
- Much faster coffee making
- How do we approach this problem?What are the ground rules?
- Red Hat
- There's no way management will spend out on a new coffee machine
- What are some alternatives?How can we innovate?
- Black Hat
- The coffee machine isn't in our current budget
- What works?What are the benefits?
- Happier customers,happier staff
- No more complaints
- How does this make us feel?How will customers feel?
- I feel like this could work you know... it's going to make our lives a lot easier
- What doesn't work?What could go wrong?
- Can we sell the idea tomanagement if theyunderstand the payback?
- Will a coffee machinemake any difference ifstaff are slow?
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