Introduction & Context:
Valhalla Coffee Shop is a boutique café located in Casablanca, Morocco, known for its Nordic-inspired ambiance, specialty brews, and artisanal menu. As the founder and operations manager, I led a team of 7 employees covering kitchen, barista operations, wait staff, social media management, and customer service.
Despite solid foot traffic and strong reviews, daily operations were disjointed. Communication was verbal and inconsistent, employee roles overlapped, and customer service quality varied depending on shifts.
Initial Challenges:
– Lack of SOPs and formal shift structure
– Inventory mismanagement leading to 18% monthly food waste
– No task visibility or accountability across the team
– High dependency on founder for troubleshooting and decision-making
The Challenge (Pain Point & Problem Statement):
As business picked up, so did operational friction. Mistakes, miscommunication, and supply gaps began to affect customer experience.
Quantified Issues:
– Daily service inconsistencies (average of 3 customer complaints per week)
– Inventory loss rate: 18%
– Founder involvement in 90% of operational decisions
– Shift transitions lacked clarity, causing prep delays and team tension
Category
Project Management & Team Leadership
Clients
Valhalla Coffee Shop
Location
Casablanca, Morocco
Led & Executed by:
Mohamed Chourouki
The Strategy & Execution (Step-by-Step Breakdown of Actions Taken):
To address these challenges, I implemented structured project management and team leadership practices inspired by agile workflows.
Phase 1: Organizational Restructure
– Redefined roles and responsibilities per shift (morning, midday, evening).
– Introduced a shift supervisor model to reduce founder bottleneck.
Phase 2: SOP Creation & Training
– Developed documented SOPs for:
– Coffee prep and plating
– Daily opening/closing routines
– Inventory checks and restock protocols
– Trained each team member in their specific task sequence.
Phase 3: Digital Task Management
– Introduced a shared Notion board with weekly goals, tasks, and shift assignments.
– Added QR-coded cleaning and supply checklists in kitchen and bar areas.
Phase 4: Feedback Loop Integration
– Weekly 15-minute team check-ins and monthly retrospectives.
– Anonymous feedback box introduced for staff to surface ideas/issues safely.
Phase 5: Cost and Inventory Control
– Implemented weekly stock audits and automated reorder threshold alerts.
– Partnered with suppliers for bulk pricing with exact order forecasting.
The Challenges & Roadblocks:
1. Team Skepticism of New Systems: At first, team members resisted structured SOPs, thinking it would add bureaucracy.
– Solution: Explained the “why,” involved them in co-creating workflows, and emphasized flexibility.
2. Balancing Creativity with Structure: The café’s unique dishes and drinks often required creative freedom.
– Solution: SOPs focused on essentials, while still allowing room for innovation and seasonal items.
3. Founder Letting Go: As a founder, it was hard to step back from day-to-day control.
– Solution: Delegated through structured accountability and trusted team leaders.
The Results & Impact (Before vs. After Data Comparison):
Key Operational Results After 60 Days:
– Inventory Waste Reduction:
– Before: 18%
– After: 11% (-38%)
– Customer Complaint Rate:
– Before: 3 per week
– After: 0.6 per week (-80%)
– Founder Involvement in Operations:
– Before: 90%
– After: 25%
– Staff Task Completion on Time:
– Before: 68%
– After: 95%
– Team Satisfaction (Internal Survey):
– Before: 6.3/10
– After: 8.9/10
Key Takeaways & Lessons Learned:
1. Small Teams Still Need Systems: Even a 7-person team benefits from structure and defined expectations.
2. Shift-Based Accountability Reduces Chaos: Having one person own the flow per shift improved clarity.
3. Involve the Team in the Process: When staff help build SOPs, they feel ownership.
4. Visibility Drives Performance: Checklists and dashboards made everyone more proactive.
5. Empowerment Beats Micromanagement: Stepping back gave space for the team to shine.
Conclusion & Final Thoughts:
Managing Valhalla Coffee Shop’s growth required more than passion—it required operational strategy. By leading the team with structure, communication, and shared ownership, we not only improved performance but also created a stronger, happier team.
Scalability Outlook:
– The systems can scale into multi-location operations.
– SOPs now serve as onboarding materials for future staff.
– The team culture fosters initiative and consistency.
Valhalla became more than a coffee shop. It became a case study in how thoughtful team leadership turns service businesses into strong, scalable operations.
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