Driving a 57% increase in retail store capacity for Peet’s Coffee
Industry: Foodservice
Overview
Peet’s Coffee needed a way to improve service speed and consistency across its locations—without overhauling store layouts or investing in expensive new equipment. Peet’s faced bottlenecks at key service points, inconsistent order fulfillment, and operational roadblocks that slowed down throughput and degraded the customer experience. Service Physics implemented tailored solutions that significantly increased throughput and unlocked millions in new revenue potential—all without major capital investment.
Results
With simplified workflows, dynamic role-based deployment tools, and clearly defined routines and cadences, Peet’s unlocked new capacity and efficiency across its pilot locations. Every element of the SDS was designed to be scalable—empowering frontline teams with clarity, speed, and confidence.
+10
Customers per 30 minutes.
23 sec improvement in avg POS cycle time results in the capacity to ring 10 additional in-store customers each half hour while increasing time for connection.
Decrease in standard deviation means more predictable time with each customer
How We Did It
Learning in the lab
40+ hours of process improvement experimentation in the lab
Testing in the field
Validated the solution at Dimond to inform system training content
Pilot launches
Launched SDS modules at Napa, Dublin, Lakeshore, and Orinda to pilot training content and implementation approach to inform full launch.
It’s allowing us to communicate easier, especially the service leads, and the work feels easier and overall less stressful. The team has more energy now at the end of their shifts.
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