Research on food management process at a local supermarket

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At part of our class project at the Austin Center for Design, we researched about the food management process at a local supermarket in Austin, Texas. In the process, we learned a lot about the current processes, as well as ideal processes suggested by our research participants. We synthesized the idea and proposed a few design solutions.

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Research on food management process at a local supermarket

  1. 1. Research report on prepared food management process in supermarkets Ruby Ku & Julia Moisand Austin Center for Design 19 OCT 2010 Tuesday, October 26, 2010
  2. 2. Research Report 2 Tuesday, October 26, 2010
  3. 3. Research Report Presentation overview ‣ Methodology ‣ Our findings ‣ Our recommendations ‣ Conclusion 3 Tuesday, October 26, 2010
  4. 4. Research Report Methodology 4 Tuesday, October 26, 2010
  5. 5. Research Report Goals 5 ‣ Understand current food management process around prepared food at a local supermarket in Austin, Texas: - forecasting - delivering - storing - cooking & preparing - shelfing - disposing ‣ Understand the supermarket policies and Texas standards ‣ Understand processes at a competitor supermarket ‣ Customers needs Tuesday, October 26, 2010
  6. 6. Research Report 6 Research Methodology ‣ 4 participants at local supermarket: - Front of House manager - Prepared food team lead - Prepared food team staff ‣ 2 participants at competitor supermarket: - Deli manager - Deli counter manager ‣ 2 research methods: - observation - co-creation Tuesday, October 26, 2010
  7. 7. Research Report 7 Interviewing with management ‣ Manager of the prepared food team ‣ What we did: - «a day in the life» - 3 hours during opening shift - 1 hour during closing shift - tour of the store - forecast software - kitchen organization Tuesday, October 26, 2010
  8. 8. Research Report 8 Interview with staff Prime: journaling exercise to record their current job responsibilities Tuesday, October 26, 2010
  9. 9. Research Report 9 Interview with staff Dream: collaging exercise to describe their current and ideal experience Tuesday, October 26, 2010
  10. 10. Research Report 10 Interview with staff Create: sketching exercise to make the ideal come true Tuesday, October 26, 2010
  11. 11. Research Report Our findings 11 Tuesday, October 26, 2010
  12. 12. Research Report 12 Storage for Produce Dpt Cooler for Produce Dpt Storage Chef’s case Cooler for Chef’s case PREPLESS area: -salads - sandwich - dinner for 2 - dips - juices - dressings 8 people Receiving area from 12 different vendors Check point 1 Bell rings when delivery Check point 2 trash dumper Chef case counter (60 meals) Recycling compressors for boxes Bread for FoodBank & 3 churches Computer 1 Access to Cbord: - forecast - reports - production sheet KITCHEN Chef’s case team, cook: - beans - pasta - chicken - quesadillas Chef’s prepared food team Cooler and storage for Chef’s prepared food Dish washer The «Line» (for the café) Café counter Grab n’go shelf (20 meals) Café Customer entrance 1 Customer entrance 2 Customer entrance 3 Central Market | Physical model | 11 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project - salmon - eggplants - meet salad bar soups 14 people 52 people Computer 2 Access to Cbord: - forecast - reports - production sheet (3 shifts) Tuesday, October 26, 2010
  13. 13. Research Report 13 Storage for Produce Dpt Cooler for Produce Dpt Storage Chef’s case Cooler for Chef’s case PREPLESS area: -salads - sandwich - dinner for 2 - dips - juices - dressings 8 people Receiving area from 12 different vendors Check point 1 Bell rings when delivery Check point 2 trash dumper Chef case counter (60 meals) Recycling compressors for boxes Bread for FoodBank & 3 churches Computer 1 Access to Cbord: - forecast - reports - production sheet KITCHEN Chef’s case team, cook: - beans - pasta - chicken - quesadillas Chef’s prepared food team Cooler and storage for Chef’s prepared food Dish washer The «Line» (for the café) Café counter Grab n’go shelf (20 meals) Café Customer entrance 1 Customer entrance 2 Customer entrance 3 Central Market | Physical model | 11 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project - salmon - eggplants - meet salad bar soups 14 people 52 people Computer 2 Access to Cbord: - forecast - reports - production sheet (3 shifts) Lack of space behind chef case: «It is hard to move behind the case, so many people use it » Physical distance: «The manager sees numbers, I see physicals» Lack of space: «The cooler is so small, in a little hallway, we are bumping to each other» Bad organization: «We miss something because it is badly organized. We should have brought it to the chef case, instead we shrink it» Tuesday, October 26, 2010
  14. 14. Research Report 14 Central Market | Flow model | 11 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project Café (only 1 day in the store) CHEF’S PREPARED FOOD TEAM Demos CHEF’S TEAMPREPLESS TEAM 20.000 recipes CBORD DAVID FOH Manager JON Executive Chef GARY Team leader 10 other Managers from different Dpt FORECAST ... Tuesday, October 26, 2010
  15. 15. Research Report 15 Central Market | Flow model | 11 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project Café (only 1 day in the store) CHEF’S PREPARED FOOD TEAM Demos CHEF’S TEAMPREPLESS TEAM 20.000 recipes CBORD DAVID FOH Manager JON Executive Chef GARY Team leader 10 other Managers from different Dpt FORECAST ... Worflow breakdown: Forecast streamline: No flow to report interactions between staff customers that can influence a new forecast: Staff workaround to avoid shrink: Tuesday, October 26, 2010
  16. 16. Research Report 16 Central Market | Cultural model | 11 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project FOH and Order Management (Forecast process) Chef’s case team leader (Gary) organization of the cooler/kitchen Sales Central Market (CM) Policies Customers Chef’s case partners (Carissa and Laura) Chef’s team Equipment Tuesday, October 26, 2010
  17. 17. Research Report 17 Central Market | Cultural model | 11 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project FOH and Order Management (Forecast process) Chef’s case team leader (Gary) organization of the cooler/kitchen Sales Central Market (CM) Policies Customers Chef’s case partners (Carissa and Laura) Chef’s team Equipment Weekly safety inspection: Central Market policies: Tuesday, October 26, 2010
  18. 18. Research Report 18 Central Market | Cultural model | 11 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project FOH and Order Management (Forecast process) Chef’s case team leader (Gary) organization of the cooler/kitchen Sales Central Market (CM) Policies Customers Chef’s case partners (Carissa and Laura) Chef’s team Equipment Lack of collective organization: Staff workaround: Tuesday, October 26, 2010
  19. 19. Research Report 19 Central Market | Cultural model | 11 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project FOH and Order Management (Forecast process) Chef’s case team leader (Gary) organization of the cooler/kitchen Sales Central Market (CM) Policies Customers Chef’s case partners (Carissa and Laura) Chef’s team Equipment Lack of support: Lack of staff management: Staff responsibility: Role distribution: Staff accountability: Tuesday, October 26, 2010
  20. 20. Research Report Key findings ‣ Strong policies ‣ Lack of space and organization in the kitchen and cooler ‣ Forecast is only based on sales and not on customers needs and special requests ‣ Lack of communication and support between staff All of the above are potential causes to waste. 20 Tuesday, October 26, 2010
  21. 21. Research Report Our recommendations 21 Tuesday, October 26, 2010
  22. 22. Research Report Your competitor: Focus is on reuse of food leftover. 22 Tuesday, October 26, 2010
  23. 23. Research Report You: Focus should be on prevention of food leftover. 23 Tuesday, October 26, 2010
  24. 24. Research Report 24 Better forecast Better communication x SHRINK h SALES Forecast 1) Transparency 2) Linked to customers needs Planning Consistency 1) Staff training 2) Staff accountability 3) Staff organization Preparing Education 1) Demos to customers 2) Personal chef 3) Report needs Serving / Selling Office Kitchen Store Activities People Locations Steps David Management Different cooks, Laura, Carissa Chef case and chef team Gary Chef case team leader Andrew Customer Central Market | Concept model | 17 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project Tuesday, October 26, 2010
  25. 25. Research Report Design ideas 25 1. FoodCast. Waste not, Want not Mobile application for customers to order prepared food 2. Staff Voice Application to report staff observations & needs 3. New labelling and physical organization system for the kitchen and cooler 4. Redesign of forecasting software Tuesday, October 26, 2010
  26. 26. Research Report FoodCast: waste not, want not 26 Score! Uh oh.. no food at home... Wait..there’s FoodCast! It’s like healthy drive-thru! Tuesday, October 26, 2010
  27. 27. Research Report 27 FoodCast: waste not, want not Tuesday, October 26, 2010
  28. 28. Research Report FoodCast: waste not, want not Dashboard for manager to make better forecast 28 Tuesday, October 26, 2010
  29. 29. Research Report For a forecast also based on customers needs and customers special requests 29 FoodCast: waste not, want not Tuesday, October 26, 2010
  30. 30. Research Report 30 Staff voice Making forecast in the office Tuesday, October 26, 2010
  31. 31. Research Report 31 Staff voice Tuesday, October 26, 2010
  32. 32. Research Report For a better communication: ‣ between chef case team and management ‣ between shifts ‣ between cooks 32 Staff voice Tuesday, October 26, 2010
  33. 33. Research Report 33 Better forecast Better communication x SHRINK h SALES Forecast 1) Transparency 2) Linked to customers needs Planning Consistency 1) Staff training 2) Staff accountability 3) Staff organization Preparing Education 1) Demos to customers 2) Personal chef case 3) Report needs Serving / Selling Office Kitchen Store Activities People Locations Steps David Management Different cooks, Laura, Carissa Chef case and chef team Gary Chef case team leader Andrew Customer Staff Voice FoodCast.Design solutions Central Market | Concept model | 17 OCT 2010 | Drawn by Julia Moisand & Ruby Ku IDSE101 Research Project Tuesday, October 26, 2010
  34. 34. Research Report Conclusion 34 Tuesday, October 26, 2010
  35. 35. Research Report Get started: quick fixes Organization: ‣ Better labels for containers in the chefcase ‣ No double parking in the cooler Communication: ‣ Clipboard for staff to communicate between shifts and between cooks ‣ Message board for staff to communicate to manager 35 Tuesday, October 26, 2010
  36. 36. Research Report ‣ Customers feedback 36 Get started: quick fixes Tuesday, October 26, 2010
  37. 37. Research Report Better forecast + better communication = SHRINK SALES 37 Tuesday, October 26, 2010
  38. 38. Research Report thank you! 38 Tuesday, October 26, 2010

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