I was pleasantly surprised to walk in today and see that they've made some great improvements to their flow. First up - it looks like they're now using queuing theory:
But hey - what if the Boy Scouts just happened to come in after a bottle drive and you were stuck behind them? That would be super painful right? Too bad you couldn't just leave your bottles and have them send you the money. Oh wait, you can. Yes - they've also created this option:
I am curious how they make improvement part of the business. Do they involve the staff in bringing forward ideas? What kinds of visual management are they using behind the door? I would love to connect with them and learn more about where they are on their journey.
More than anything, the quality improvement nerd in me just loves the fact that they were open to re-think their processes. Just because it's always been done a certain way doesn't mean that's the only way.