Last weekend, I booked a three hour safari tour at Safari West in Santa Rosa. The tour was part walking and part vehicle ride. We saw giraffes, cheetahs, birds, and a bunch of antelopes. It was nice to try it once, but I probably won’t go back.
From an operational standpoint, I suggest a few lean consumption improvements for Safari West. When we arrived at the office the check-in was fast. They did a good job there. Then we walked over to the vehicle area. There was a guy going down the list of people and assigning the vehicles manually, scanning the list up and down, up and down. After four to five tour group assignments, I started to notice the trend. He was assigning large groups first. Fifteen minutes passed and there were only adult couples left over to be assigned. How sad I know. Imagine if there was a single mom with a child.
In this particular case, Safari West probably should have pre-assigned tour groups ahead of time. During the vehicle tour, it would have been nice to have automatic gates instead of manual gates. The tour guide had to completely stop the car at least six times to open the gate, drive through, then close the gate. Lastly, in one open field, the tour guide had trouble finding the animals. I don’t want to outrage the animal community, but how about using RFID or GPS chips. Each vehicle should be equipped with screen that has an aerial view of the land, so that it’s easier to identify the animals. Anyhow, just a few suggestions to optimize customers’ times.
From Wikipedia:
Principles of Lean Consumption
* Solve the customer’s problem completely by insuring that all the goods and services work, and work together.
* Don’t waste the customer’s time.
* Provide exactly what the customer wants.
* Provide what’s wanted exactly where it’s wanted.
* Provide what’s wanted where it’s wanted exactly when it’s wanted.
* Continually aggregate solutions to reduce the customer’s time and hassle.
Methodology
* Identify and improve activities that create and add value for the customer.
* Determine what processes are necessary to deliver that value.
* Cut down on activities that do not add value.
* Deliver products precisely when the customer requires them.
* Improve and streamline these processes continuously.