Massachusetts General Hospital’s Coffee Central services more than 3,000 customers a day and does approximately $10,000 in beverage, baked goods and prepared foods sales, 20 percent more than before the retail outlet was overhauled. Photo by John Lawn
Fine-tuning the configuration
(Continued from page 1) “The most important change was to design a more effective queuing system,” says Shea. “We wanted to improve our throughput speed, especially at peak periods.” One change was to split the line of waiting customers into two: one for full service and one for express, beverage-only service. While the express option had existed before, the rule was not well adhered-to. During busy periods, one counter station is dedicated to express-only ...
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