Movie Violence

 

We recently published an article by Michael Aucoin that illustrates how character development in (good) movies can teach us something about agile project management. Like the vast majority of articles around here, it's a great read and insightful, and I recommend you all take a few minutes to read that.

But, while you're HERE and while I'm thinking about movies...let me tell you about my PM experience at the movies. This has nothing to do with what's on screen, but rather what happens in the lobby...the concession stand, to be specific. As processes go, this is a place with ample room for improvement, but I'd like your impressions on what exactly is the problem and where does the process break down.

I admit that I am a creature of habit, and I have been brainwashed or marketed into believing myself incapable of watching anything on a screen without consuming at least some kind of snackage. I know it's the equivalent of like 400 Big Macs, but a bag of popcorn is pretty much a requirement of my movie going experience. I am not proud that I am passing this down to my impressionable 8-y.o., but neither am I ashamed. It's a long tradition and I have no intention to change it. So the concession line is not an option...it's an absolute inevitability.

Also inevitable is a 10- to 25-minute wait with a corresponding rise in blood pressure. I am generally an even-tempered kind of person--I drive in rush-hour traffic on the Washington Beltway on a regular basis without leaning on my horn or threatening my fellow commuters--but the concession line pushes me as close to irrational rage and violence toward my fellow human beings as anything else I've experienced. So, what's the problem?

The problem is that the LINE DOESN'T MOVE...ever. Even if there is only one person in front of me, it's always at least a 10-minute process. I tend to blame the other customers, but I'm sure the fault lies elsewhere. There is a menu; customers should be able to choose anything on that menu without causing a delay that makes me want to throw things. So, I can't blame people for ordering whatever they want. That's something that the process should be able to handle.

It could be the lack of employee motivation. They are going to be ringing up popcorn and Icees and nachos for their entire shift, so there's no reason to hurry. My anger means nothing to them...nor does my pleasure. There is no incentive to move people through faster. 

The management isn't really motivated to make it better, either. I'm going to stand in line no matter how long it is. I've already paid for my ticket, so I'm going to see the movie. I'm not going to walk out before I even sit down. And I'm not going to forgo concessions...that's already been established. They are clever enough to make you go through the snack-detectors at the front of the theater, lest you smuggle in your own Junior Mints.

Here are the process improvement ideas that I've come up with (as I seethe and try to focus my thoughts on something constructive). 

1. Limit menu choices, or identify a line or two as "express" lines, for popcorn, candy and drinks. Pizza, nachos, hot dogs, and chateaubriand have a different line.

2. Separate those who are taking orders from those who are filling orders. Essentially, you need runners to collect items and bring them to the counter. The cashier can't be doing everything.

3. Create a self-service cafeteria-style concession stand. Employees stock the serving area, and I can get my own items and pay for them at the register.

4. Bring the concessions to me. Some theaters have mobile carts that they wheel into the auditorium, like the sellers roaming the stands at the ballpark. 

What would you add? Which of these ideas would absolutely NOT work? Are there any other places where inefficient process drives you batty?