If you're wondering what Lean can do to help transform an operation then you should tune into Fox's Kitchen Nightmares on Fridays 9/8c.
I was watching an episode on Hulu with my wife K. last week and it dawned on me that Chef Gordon Ramsay is a Lean change agent! He completes his process of Lean Transformation in 7 days with a lot of change.
Step 1 - Go See What the Issues are
Chef Ramsay goes to the restaurant, tries the food and offers feedback: He arrives at a restaurant and tastes the food and examines the basic layout and decor of the place. He then gives his feedback about the food to the Chef. He doesn't pull any punches and can be sometimes crass however he tells it like it is. If it tastes like dog sh*t then he says..."this tastes like dog sh*t".
Watch the current state of flow of the dinner service: Gordon observes a typical evening at the restaurant. He sees the communication between the chef, waitstaff and customers. Looks for the bottlenecks, processing defects and does some simple metrics.
Listen to the customers to find out what they want: Customers expect the basics- good food, served at the appropriate temperature and in a timely fashion. This is what is of "Value" to them. In most of the episodes the restaurants fall short on at least 1, if not all 3 of these value items.
Step 2 - The Change Process
Simplify the menu: The menu goes from 20-40 options to 10-12 in some cases. Dishes are made to order with fresh ingredients as opposed to frozen or pre-made dishes. Portion sizes are dramatically decreased. *NOTE Value does not equal large amounts of mediocre food!
Renovate and relaunch the restaurant: Sometimes it's just a new coat of paint, other times they move walls and bring in new tables, chairs and place settings. This helps solidify that change has taken place for the employees and the customers.
Fix the flow of the kitchen: With any change there are a few hiccups but everyone needs to work through them. This may include shifting duties or just changing minor processes.
Lean Transformation Complete: With a simplified menu of fresh ingredients and smaller portion sizes the kitchen can flow orders out the door to waiting patrons. The food is delicious and the customers are happy.
I love this show: It is entertainment TV and it makes Lean Transformation look simple but it's an excellent example of what Lean can do when applied. It also shows how fast a turnaround can occur if Lean is embraced and the owners are willing to change. Great Job Chef Ramsay!!
