Changing Glass vs. Pouring a Glass
One thing I observed at the Stars/Red Wings playoff game last Wednesday is that the arena crew could pretty much swap out one of the pieces of plexiglass behind the net faster than the concession crew could pour a glass of beer.
Two players crashed into the boards…. something got cracked or dislodged. A crew came out and, with almost-NASCAR pit crew efficiency, they replaced the glass. You could tell it was designed for a quick swap out and the team must have practiced. This isn't required every game, but thankfully they could keep the delay from being no longer than a normal TV timeout.
Now the concession stand… they are particularly bad at the American Airlines Center. They're learning their operational approach from their namesake airline, I'm guessing. Why do concession stands insist on “pouring to order” when customers order beer during an intermission? The typical process:
- Customer orders
- Employee starts to pour beer
- Employee waits for foam to subside
- Employee continues pouring
- Employee waits again for form to subside
- Employee finishes beer
- Customer pays