An Analysis of Operational Processes in Coffee Shops Aimed at Improving Baristas’ Response to Highly-Customized Orders

Abstract

For many coffee drinkers, customizing an order is central to the coffee shop experience. Accordingly, a key aspect of coffee shop operations—and barista work—is handling deviations from standard menu items. This article examines the relationship between perceived task difficulty (caused by such customizations) and task completion time in coffee shops. The study traces order fulfillment processes, from placement to delivery, in three shops with differing organizational structures: a national chain, a regional chain, and a local standalone. It evaluates how these organizational differences influence the link between perceived task difficulty and completion time. The study also identifies opportunities to reduce both perceived difficulty and its effects on service time across all three stores. In addition, it explores potential solutions tailored to each location. Recommendations for future research are also provided.