SIX THINKING

HATS
JESSICA, SATWIK,
BHARATH,SNEHA ,HARSHA, SHREYAS
 INTRODUCTION
Using the Six Thinking Hats technique in a
cafe business situation where customers
are waiting too long for their coffees. Let's
get started!
THE SIX THINKING HATS
Red Hat (Emotions): Understand the frustration and impatience customers
feel,
as well as the stress it places on the staff.

Black Hat (Critical Thinking): Analyze the reasons for the delays,
such as understaffing, inefficient processes, or equipment malfunctions.
Yellow Hat (Positivity): Brainstorm solutions like hiring more staff
during peak hours, optimizing the coffee-making process, or
investing in better equipment.

Green Hat (Creativity): Encourage innovative ideas, such as implementing a

mobile app for pre-ordering, offering self-serve stations, or redesigning
the layout for better flow.
 Blue Hat (Meta-Thinking): Plan how to implement the chosen solutions,
considering costs, timelines, and the potential impact on customer
satisfaction.

White Hat: It focuses on facts and logic.

It gathers data on customer wait time, average order processing time and staff ability to
identify the problem’s scope.
BLUE HAT
Cost Analysis: Evaluating the financial implications of each solution.

Timelines and Deadlines: Planning when and how long each solution will take to
implement.

Resource Allocation: Allocating necessary resources for execution.

Risk Assessment: Identifying and mitigating potential risks during

implementation.

Customer Satisfaction Impact: Assessing how solutions will affect customer

satisfaction.
GREEN HAT
LET'S BE
CREATIVE!
Green hat
CREATE COZY WAITING AREA

OFFER COMPLIMENTARY TREATS

ENGAGE WITH CUSTOMERS

PROVIDE ENTERTAINMENT

OFFER DISCOUNTS
 White Hat
Data Collection: Gathers information on the customer’s waiting
time and average order processing time.

Analyzing Delays: Identify specific points in the coffee making

process where delays occur and examine patterns in wait times
during peak hours.

Staffing Statistics: Evaluate current staffing levels during different

time of the day and assess how staffing level correlate with the
customers waiting time.

Customer feedback: Review feedback from customers regarding their

experience and consider concerns raised by them
 BLACK HAT
*INFLUENCY : IDENTIFY INFLUENCESS IN YOUR CAEFS WORK FLOW , SUCH AS SLOW SERVICE OR
KITCHEN PROVESESS
*STAFFING : ASSESS IF YOU HAVE AN INDEQUATE NUMBER OF STAFF OR IF THE CURRENT STAFF
NEEDS ADDITIONAL TRAINING TO IMPROVE SERVICE SPEED
*MENU COMPLEXITY : ANALYZE WHEATHER YOUR MENU IS TOO COMPLEX AND IF ITS CAUSING
DELAYS IN ORDER PREPARATION
*ORDER MANAGEMENT : EVALUATE YOUR ORDER MANAGEMENT SYSTEM TO SEE IF ITS CAUSING
BOOTLENECKS AND CONFUSION
*EQUIPMENT : CONSIDER IF OUTDATED OR MALFUNTIONING EQUOPMENT IS SLOWING DOWN THE
COOKING OR PREPARATION PROCESS
*SPACE : EXAMINE IF YOUR CAFE LAYOUT OR SEATING ARRANGEMENTS ARE CAUSING CONGESTION
AND HINDERING THE FLOW OF CUSTOMERS
*CUSTOMER BEHAVIOUR : THINK ABOUT WHETHER CUSTOMER BEHAVIOUR (E.G..,TOO MUCH
CUSTOMIZATION IN ORDERS ) CONTRIBUTES TO LONGER WAIT TIMES
 YELLOW HAT
1. *Online Ordering:* Implement an online ordering system to allow customers to place
orders in advance, reducing in-cafe wait times.

2. *Express Menu:* Create a simplified express menu with your most popular and quick-
to-prepare items for customers in a hurry.

3. *Staffing Adjustments:* Analyze peak hours and ensure you have adequate staff
during these times to handle the rush effectively.

4. *Self-Service Stations:* Set up self-service stations for things like coffee refills or
condiments to reduce customer-staff interactions.

5. *Mobile Payment:* Offer mobile payment options to expedite the checkout process.

6. *Regular Training:* Continuously train your staff to improve efficiency in taking …

 RED HAT
HAT
Red hat- Emotions and Intuition
~Display feedback from staff members about their
personal feelings and observations regarding
customer dissatisfaction due to long wait times

~Highlight any emotional reactions from management

or stakeholders about the impact of extended waiting
periods on the cafe`s reputation
 In conclusion, by employing the Six

CONCLUSION
Thinking Hats technique, the cafe's team
has gained a comprehensive
understanding of the issue and generated
a spectrum of solutions. With a focus on
data, emotions, critical thinking, positive
ideas, and creativity, they are now ready
to develop an implementation plan that
balances costs, timelines, and customer
satisfaction. This method sets the cafe on
a path to provide prompt and enjoyable
service, elevating the overall customer
experience.
Thank you!