Why I needed that Coffee, but Swiss Cheese too!
A kind of funny thing happened to me this morning, well it then turned to a bit of mild frustration too I guess! It was one of those mornings when I really needed a good coffee, you know that kind of feeling. But the jar was bare, no emergency supplies either so I had to make a dash to the local mini market to buy some.
When I walked in, I noticed that they had a rather tempting looking coffee machine there, with one of those gorgeous pictures of a great looking Barista created cappuccino. That was it, perfect I thought, I’m having one of them. So I read the brief instructions, Place Cup and then Press Button it said, dead easy.
So I pressed the button, waited a brief moment, and then another and nothing seemed to happen. So I pressed it again, hallelujah, that was it, the coffee was flowing and Wow, did it look and smell good.
The cup was nearly full, has it finished? Oh hold on, a wee bit more then, must be finished now? But then it started a whole new cycle, a second cup was starting. My impatient second press of a button told the machine that I wanted 2 coffees! I was embarrassed, I collected my cup and quickly paid for it and left, I mentioned it briefly to the assistant but she just said “oh that often happens”.
I then looked round and someone else was at the coffee machine and proceeded to do exactly the same as me! That was it, I had to do something. I asked the assistant why they didn’t put another sign up or if she had reported it to the manager, “Oh yes” she said we reported it to Regional Office but we’re not sure what they’re doing about it yet, so don’t worry”.
The whole thing just reminded me of a classic Swiss Cheese effect that needs to be properly Root Cause analysed right back to the designer of the beautiful coffee machine. Think about it everyone, imagine the waste of resources and money that this little Sunday morning experience is causing. This was a mini market of a major supermarket chain so I imagine other stores have the same coffee machines too.
Let’s keep a look out for those holes in the Swiss Cheeses everyone. Let’s not be scared to report them even if they seem trivial as they could lead or add up to major failures or catastrophes. Let’s also remember to properly acknowledge and even praise those people that do fill in the holes from time to time.
Anyway, about that coffee!