Blog

What I observed: Guests unserved: For periods long enough that they fidgeted and grumbled to one another Staff unfocused: Waiting for an available register Going to the “back room” to retrieve items (leaving other patrons hanging) Hurrying to finish an

Which of these keep you up at night? Costs? Customers? Profit? Growth? Employees? Production, sales, distribution, back office – we bring years of experience and best practices from a diverse array of industries to the Wine Country Frequently more benefit

by Susan Bouwer, Roland Cavanagh, Rowland Hayler, and edits by Greg Gibbs “In 40 years in this business, we’ve been hit with wildfires, earthquakes, floods, economic downturns and bugs that threatened to wipe out the vineyards. This feels like getting

Our Experience Is that trying to get the organization to do things that aren’t aligned with the culture is like pushing sand uphill. Culture is broad, deep, and stable It’s the unwritten code – norms, myths, and behaviors, that affect

“Come meet my team.” By: Roland R. Cavanagh, P.E. I frequently get invited to “meet my team.”  I always seek to observe and answer, “is this the typical bunch of people pulled together by the common need for a paycheck, or is it

This is one of a series of what we hope you will find to be informative articles about improving operations and the Customer experience by applying the principles of Operational Excellence.Delivering Value to the Customer, Profitably The Three Foundations: We’re all in