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 customer
with the output of a series of processes that