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Finale’s reputation for providing high quality

desserts and maintaining above average

customer service motivated members of our

team to observe and analyze the bakery’s

operational process. 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 assigned 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 period of

one hour. During this period we timed and

analyzed the efficiency of the following tasks:

customer waiting (before placing the order),

customer placing order, box preparation,

obtaining desired dessert, wrapping and

placing dessert in the box, tying the box, and

payment. We also 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 bakery’s 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 take place at Finale.

Since it consists of providing the...