tl;dr: Starbucks mobile ordering is not broken because of baristas. It is broken because inconsistent processes, unclear quality standards, and poor integration between the app and store workflows create delays and confusion, especially for Nitro Cold Brew. Lean principles point to standardization, customer-defined value, and better system design as the real opportunities for improvement. I’ve blogged about this before, but I’m going back to the problems at Starbucks again with today’s post. Starbucks has a … Continue reading Starbucks Mobile Ordering Chaos: Why Inconsistent Processes Frustrate Customers