Following 20 years at a large Canadian telecommunications firm, Bruce established the project management consulting firm Solutions Management Inc (SMI). Since 1999, he has provided contract project/program management services, been a source for project management support personnel and created/delivered courses to over 7,000 participants in Canada, the United States and England.
Early in March 2018, there was a press release about a robot that could cook hamburgers. The article posted at Fast Company stated “There’s a new worker at the CaliBurger in downtown Pasadena, California. His name is Flippy. He doesn’t talk much or interact with his colleagues. But he’s really good at what he does.”
Imagine the efficiencies that come with a device that simply takes input and knows exactly what to do to satisfy those that asked for its’ service. No surprises. No misunderstanding. Just tell it what you want, and guaranteed satisfaction!
David Zito, CEO of Miso Robotics (the company that created Flippy), noted that Caliburger was having major turnover issues in its kitchens and was experiencing consistency issues. Employees liked certain aspects of their job like serving customers, but didn’t enjoy being over a hot grill. Job dissatisfaction lead to individuals sometimes losing focus on the task and not completing it to the standards that had been established. This lead to dissatisfied customers.
Also, staff that were very good at some elements disliked their turn over the grill so much that they would quit. The decision to automate the disliked tasks and allow team members to focus on other critical elements is expected to lead to significant improvement in customer service.
Routine work like cooking
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Published at Thu, 29 Mar 2018 04:00:00 +0000
