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Name: Tim Hortons (Limeridge Mall) Store #142
Telephone: (905) 383-1337
Address: 999 Upper Wentworth St
City: Hamilton
Province: Ontario
Postal Code: L9A4X5
Map To This Tim Hortons Location
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Name: Tim Hortons (Limeridge Mall) Store #142
Telephone: (905) 383-1337
Address: 999 Upper Wentworth St
City: Hamilton
Province: Ontario
Postal Code: L9A4X5
Map To This Tim Hortons Location
This store needs a major workflow renovation.
Too many people doing the same thing and not attending to customers
As a customer who visits this Tim Hortons virtually every day I feel it is necessary to comment on the substandard service level. I must emphasize that this is not a criticism if the counter staff but rather a criticism of the inefficiency of the layout and the way in which staff process orders. On many occasions I have stood in a lengthy lineup and watched five or six staff working busily behind the counter brewing coffee, cleaning machines, changing cream cartridges,r filling product coolers or displays while no customers were being served.
It would seem to me that role specialization and some workspace redesign would greatly increase the service level without increasing staffing levels. My observation is that each order station is responsible for brewing their own coffee, picking their own product and handling their own cash. This results in a lot of staff movement in a narrow workspace, frequent bum bumping appears to be a job related hazard.
It would seem that separation of the order, coffee production and product picking functions would reduce staff movement increase face time with the customers and move the line along a bit faster giving customers less time to complain about the time it takes to get served.
This model seems to work very well at the Timmies in OnRoute stops and perhaps is a model for some consideration.