I recently took
a MSC cruise.
EVERY meal in the dining room
was served cold.
Why?
Because waitstaff waited
until every meal in their section
was ready
before picking it up
from the kitchen.
Yes, this improved efficiency.
Fewer trips had to be taken
to the kitchen
which meant
fewer waitstaff were needed.
But it decreased
the guest experience
so much
I would never recommend
MSC cruises to anyone.
Increasing efficiency
is great.
But don’t increase efficiency
at the expense
of customer experience.