CERITERA COFFEE & CULTURE A. The Problem
On peak demand (weekend and in exam week), there is high demand and sometimes it exceed the capacity. The result in this over capacity is customers are finding places to sit, but sometimes they sit in the places that is not suitable and disrupting the flow. From the services point of view, on high demand, customers wait longer to get their orders and sometimes there is a complain about it, so they left with being unhappy about the service.
B. Background
Ceritera Coffee & Culture is a coffee shop that located in Ciumbuleuit,Bandung. For additional information, I worked at Ceritera Coffee & Culture for a year and a half so this is my point of view regarding the problems that occurred in Ceritera Coffe & Culture.
About the location
Ciumbuleuit is an area that dominated by students because there is a university in the area (Universitas Parahyangan). So along the road of Ciumbuleuit, there is lots of restaurants (fancy and street food) and coffee shops. The restaurant or coffee shops available in Ciumbuleuit are variative, from low to upper class customer. So the competition in Ciumbuleuit area for F&B business are quite fierce.
General Info About Ceritera Coffee & Culture
Ceritera Coffee & Culture is first established in 2017. They are located not in the side of the main road, they are located quite far from the main road where the road to get there is quite hard if compare to other coffee shops. They sells a variety of beverages and foods, but their main focused are selling coffees menu. Along time, they are slowly able to compete with other coffee shop within the Ciumbuleuit area because of several things:
1. Their cheap prices of beverages; and
2. Even though they have cheap prices of beverages, they have convenience place to hang out, working, or study for the student. This happened because they implement a good concept of the place where they have 3 areas; indoor – semi outoodoor – outdoor. They also divide their place into 3 areas based on the customer needs : customer who wants to study or working could use the indoor area, customer who wants to enjoy the scenery and hang out could sit the outdoor area, and there is semi outdoor area if the weather is bad then they could move into the semi-outdoor. So this satisfy the customers.
Management and Operational of Ceritera Coffee & Culture
Ceritera Coffee & Culture have 6 owners and they are all acted as the head of these divisons: bar operational, kitchen operational, marketing, finance, and human resources.
They divided the staffs into 3 groups : the kitchen staffs, the waitresses, and the baristas.
In total, there are about 30 staffs. The waitresses and the baristas are dominated by part- timers and the kitchen staffs are all full-timer. Ceritera open all day without off day, in a day, they divided the shifts into 2 from 8 am -14 pm, and 14 pm – 10 pm. Each shifts consist of 2 chefs, 2 waitresses, and 2 baristas. (entar lanjut lagi, bahas soal capacity dan customer flow).
C. Current Condition
The flow are when customers arrived, they straight went to the cashier to order and pay, and then they look for seat by themselves. This sometimes caused a problem in high demand because they already ordered, but they haven’t find the seat yet so they tend to fit into whatever areas are left and sometimes the areas aren’t suitable for customer’s to seat and disrupt the flow and made the area ‘messy’. After the customers found their seat, the order are delivered to the table and customers and then the customers left the place. This could be a problem because sometimes customers only pay for one drink and stay for a long time while there are another customers came but didn’t get their seats.
D. Cause Analysis E. Target Condition F. Implementation Plan G. Follow-up Plan H. Results