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The Cookie Case

The Cookie Case. Case Study- The Cookie Case.

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The Cookie Case

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  1. The Cookie Case

  2. Case Study- The Cookie Case We are the executives of a cookie production company, The Perfect Cookie. We are known for our delicious double chocolate chip cookies, we have charged you, as our employees, with the task of solving our current production issues, with the goal of having our company purchased by a potential investor within the next few months. We are currently in discussion with Millicent Greenbax, who loves the idea of investing in a small, locally made, delicious cookie company. A bit of background… One of the most significant cost-saving decisions we have made was to use a local restaurant’s kitchen (the famed Bulldog’s Barbeque) during its off hours. We entered into a five-year agreement with the Bulldog, which allowedThe Perfect Cookie to lease the premises and equipment on a per use basis. This was ideal for our fledgling company. We have had a full crew of 8 people in Bulldog’s from midnight till 8:00 a.m. for sixty days straight to keep up with demand. When we began The Perfect Cookie we had a crew of 2 who baked for three hours every other day.

  3. Case Study- The Cookie Case Lately, we have been experiencing some cookie quality issues. In fact, Mrs. Greenbax was not impressed with her latest sample. She nearly gagged eating the cookies sent to her this morning. When asked what was wrong with the cookies, she told us they were hard as rocks (“moonrocks” in fact) and that she could see little pieces of white dry stuff in the chocolate dough. Very unappetizing. So we called Joe, who ran the test batches last night. He confirmed what Mrs. Greenbax said and added that at the time he was also working on a big order to get out for the weekend. You and your team will conduct a mini improvement event to solve our current production issues. Remember, this is an opportunity to utilize facilitative leadership skills. Practice using the tools and skills you have learned. Focus on learning rather than on the case study results. Be creative.

  4. Case Study- The Cookie Case Project Sponsor: Your Facilitator(s), The Perfect Cookie executive team Problem Statement: The test batch of cookies were hard as rocks (“moonrocks” in fact) and there were little pieces of white dry stuff in the chocolate dough. SMART Objectives: Improve cookie-making process to eliminate quality defects (to Mrs. Greenbax’s satisfaction) by next month’s test batch. Project Scope:Consider related processes within the walls of the kitchen. Non-negotiables: We have to keep making our signature double chocolate chip cookies.

  5. Case Study- The Cookie Case Facilitating a Case Study Assignment • 1. Create the agenda for your mini improvement event: • Use the agenda template on the table • Assign a team member to facilitate each task on the agenda • 2. Review the agenda. Then review your assigned tool and be ready to: • Set up the segment (read the task aloud to your team) • Instruct the group a bit on the tool’s use • Facilitate the group in achieving the task • assignment

  6. Case Study- The Cookie Case Task 1: Define the Process What is the problem we are working on today? What exactly is our current state production process for The Perfect Cookie? Create a process map of the cookie making process as it currently exists. Opening and Set-up Converge Diverge Converge Diverge Think Freely Selecting Selecting Think Freely Issues and Barriers Solutions Action plan / Report out

  7. Case Study- The Cookie Case Task 2: Identify Problems/Barriers At this point, you need to do some thinking about what our current process issues are. Use a fishbone diagram to brainstorm the main problems with the current state. The future of the investment is at stake. You need to be as thorough as possible, getting to potential root causes. Opening and Set-up Converge Diverge Converge Diverge Think Freely Selecting Selecting Think Freely Issues and Barriers Solutions Action Plan / Report out

  8. Case Study- The Cookie Case Task 3: Prioritize Problems/Barriers Now that you’ve identified the main issues, facilitate your group in narrowing your focus by using a Circle of Influence tool. Please narrow to one problem/problem category to focus on by voting. Remember to obtain consensus. (Note- narrowing to one category of focus is done for the purpose of this exercise; in a full day improvement event, you would likely choose three areas of focus and divide into teams to generate solutions for each category.) Opening and Set-up Converge Diverge Converge Diverge Selecting Think Freely Selecting Think Freely Issues and Barriers Solutions Action plan / Report out

  9. Case Study- The Cookie Case Task 4: Brainstorm Solutions Now that you have zeroed in on the most important problem area, you as the sub-team will brainstorm potential solutions to address the issue. Use brainstorming and affinity diagramming to generate potential solutions to your chosen issue category. Opening and Set-up Converge Diverge Converge Diverge Selecting Think Freely Selecting Think Freely Issues and Barriers Solutions Action Plan / Report out

  10. Case Study- The Cookie Case Task 5: Narrow Solutions Next use a 2 x 2 Matrix to prioritize your solution categories. Narrow to 3 or fewer solutions. Choose one solution to go forward with to Task 6. Opening and Set-up Converge Diverge Converge Diverge Selecting Think Freely Selecting Think Freely Issues and Barriers Solutions Action plan / Report out

  11. Case Study- The Cookie Case Task 6: Develop Solutions Use a Threat/Opportunity/Threat Matrix to think further about and trouble shoot your solution. Following this task, you should have an action item list to take forward to your sponsor. Opening and Set-up Converge Diverge Converge Diverge Selecting Think Freely Selecting Think Freely Issues and Barriers Solutions Action plan / Report out

  12. Case Study- The Cookie Case Task 7: Develop Recommendations Report Out Template Fill out the Report Out Template with the information you’ve worked through today. (see next slide) Flesh out your solution and prepare to report out. Opening and Set-up Converge Diverge Converge Diverge Selecting Think Freely Selecting Think Freely Issues and Barriers Solutions Action plan / Report out

  13. Case Study- The Cookie Case Report Out Template Issue/Topic: Recommendation/Action Steps: Benefit: Resources to Implement: Recommendation Owner(s): Timing:

  14. Case Study- The Cookie Case Report Out & Plus/Delta Plus/Delta Reflect on your experience with the mini improvement event. Think of at least one Plus (positive element of the process) and one Delta (something you would do differently in your next improvement event) to share with the group. This is a useful tool to use at the conclusion of, or at regular intervals throughout, an improvement event. Groups will now share their completed Report Out Template and their Plus/Deltas for the event.

  15. Case Study- The Cookie Case Report Out and Debrief

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