Bakery numbers

Finales reputation for providing mellow quality

desserts and maintaining above average

customer service motivated members of our

team to prize and analyze the bakerys

operational transition. Its outstanding

performance was recognized when the

restaurant was chosen as the Best of Boston

2000 in the dessert category and was

featured on the Food Network. All team

members participated in the observation and

data collection process. The task time and

efficiency analysis was depute to three

team members while the other two members

analyzed ways to improve the process and

developed the appropriate recommendations.

Between Monday, March 19 and Saturday,

March 24, 2001, we went to Finale on

Columbus Avenue at Park Plaza. In our two

visits, we observed the process for a finish of

iodine hour. During this period we timed and

analyzed the efficiency of the following tasks:

customer waiting (before placing the order),

customer placing order, turning point preparation,

obtaining desired dessert, wrapping and

placing dessert in the box, tying the box, and

payment. We in like manner spoke to the manager,

employees, and customers in order to obtain

different perspectives regarding the process.

Our observations were conducted at two

different times, one during the bakerys peak

hours (Saturday afternoon), and one during

off-peak hours (Monday late-afternoon).

The order taking/filling process that we

observed is the last, and one of the most

important processes that overhear place at Finale.

Since it consists of providing the customer

with the output of a series of processes that

include atom selection, dessert

preparation, dessert decoration and dessert

presentation to the customer, it is the ultimate

test regarding service and quality. This

operational process seeks to provide

customers with a high quality, specialty

desserts of their choice in a timely manner.

Finale attempts to maximize customer

satisfaction. Their continual dedication to

provide customers with timely service...

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