My Six Sigma project for 2010

"When I was trained as a line cook at McDonald's, they explained why the mustard goes on the bottom bun first" said my good friend and movie buff, Seabass. "It's because the mustard has the most overpowering flavor. By putting it on the bun first, the bread absorbs some of the flavor, taking the edge off and allowing the ketchup and other flavors to be tasted in the right proportion."

At this point, I should not be surprised with anything Seabass says, thought I have to admit, the thought of a marketer/ex-accountant starting his career wearing a Mickey-D's cap caught me off-guard. I was not surprised to find out there was a reason behind why the mustard is put on the bottom of the sandwich, nor that the good folks at McDonald's had spent the time to analyze the flavors and understand their interplay. After all, they have sold quite a few burgers in their time and they probably know one or two things about them.

No, what was most amazing this day is the folks at the cafeteria here at work put the mustard on top of the sandwich, specifically, on top with the veggies. I can not think of one person in this world who I thinks the combination of spicy mustard and lettuce tastes good together. Yet, that is the way they will make your sandwich if you don't stop them. Today I didn't, and I am paying the price. Clearly improvements need to be made.

Part of the problem stems from the general unpleasantness of the staff here. There are a few exceptions of nice people - Mandy over in my old building, and the nice woman from Brazil who remembers me from six years ago - but that is about it. The rest look like they would rub you out for a nickel. There was a rumor that the women who worked here were on work release from the minimum security prison down the road. Not sure if it is true - but it was plausible. Beyond the unpleasantness, there is a general lack of structure and procedure. I'll give you an example:

The other week, I ordered a hot sandwich. There is a place to order and a place to pickup, though you would never know by looking at it. While waiting in the incorrect area, I saw some grilled vegetables, that looked good (certainly healthier than the other sides). So when I got my sandwich, I asked for a side of the grilled veggies. I get a big sigh from the young woman behind the counter - parents, think sassy 12 year old girl, but with jailhouse tattoos. Obviously, I should have ordered these at the time I place my sandwich order (plus stand on the correct side). Later that week, I decide to get another hot sandwich, only this time, I order the veggies at the same time (and I stand in the proper receiving area). The sandwich was delivered by the same sassy-tattoo sporting woman, but with no veggies. Before I can get the words out of my mouth, she goes, "oh, you wanted veggies" and sighs off to get them. Either way, I can't seem to win. The lesson here is, don't order the veggies.

Similar problems exist with the sandwich ordering line, too. There is a five step process posted for ordering your sandwich - bread, meat, cheese, vegetables, condiments (I refuse to use the Minnesota description of "dressings" for things like ketchup and mayo). However, that process is bogus. Following the five step procedure will get you nothing but exasperated looks, dramatic sighs, and mustard on your veggies. Improvements need to be made - enter Six Sigma.

Six Sigma is still alive and well at my employer, at least in pockets, including my new division. I have already been contacted this year about starting up a new project - I think optimizing the sandwich ordering process in the cafeteria would be a great opportunity. I see is a growth project for the company; by improving the ordering process, we can drive more business to the sandwich line, increasing the number of visitors who would have otherwise stayed away, increasing our revenue. Plus, we could put in control plans to make sure that sandwiches are ordered properly, in the correct steps, increasing the flow through and yield.

Plus, I can finally get them from putting mustard on the lettuce.

Happy dining!