This technique obviously is limited in its applicability to a diversity of problems. On the other hand, that is a definite plus for any process improvement challenges. Used appropriately, this exercise has the potential to generate a variety of process improvements in a systematic way. If time is available, ask the participants to discuss in what ways, if any, this technique could be used for other types of problems such as marketing, new product
development, customer service, or other organizational problems.
Also consider having participants debrief using the following questions:
• What was most helpful about this exercise?
• What was most challenging?
• What can we apply?
• How would you rate the value of this exercise to helping us with this issue?
• Will this exercise be helpful in the future for other sessions?
• What did you learn?
• What will we be able to use from this exercise?
• What ideas were generated, and which ones were most interesting?
SAMM I Am Handout
After examining the matrix, you might come up with the following ideas:
• Install electronic credit card machines at each table (much like those at many automobile service stations).
• Eliminate paper meal checks. Allow regular customers to run a tab.
• Eliminate credit card papers. Handle credit card purchases electronically for customers with PDAs. Customers link up their PDAs with those of the restaurant. The transaction is then handled electronically: the customer’s bank account is debited and the restaurant’s account is instantly credited.
• Give preferred customers special credit cards that look like brass plates. When customers are ready to pay their bills, they use the brass plates (restaurant credit cards).
Taken From : Pfeiffer 101 Activities for Teaching Creativity
