A Latte with Deming: How I learned to stop blaming employees

There is a coffee shop in southern Stockholm where I have taken the habit of procuring my morning shot of coffee. There’s nothing special about the place, devoid of charm and located at the busy entrance of a metro station, but the coffee’s pretty good. I always order a double latte with an additional carrot-and-orange juice. One nice touch is that they put cardboard holders around hot paper cups, making them less uncomfortable to hold.

The coffee shop is managed by a middle-aged man, often working in the back room. The best thing about the place is probably not the coffee, but the young, female shop-assistant, who’s very service-minded and efficient.

This morning routine of mine hummed along nicely until one day a couple of weeks ago when, to my concern, I was met by two girls behind the counter. The new girl looked very confused. During the following weeks, the training period I assume, the new and old assistant worked side by side, but after that, the one I was used to was gone.

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