(00:00) Chapter 1 - Introduction
(02:03-03:12) Chapter 2 - How to use this material
(03:13-07:03) Chapter 3 - Observing in McDonald's
(07:04-08:28) Chapter 4 - Ordering in McDonald's
(08:29-12:28) Chapter 5 - The Speedee System
(12:29-14:15) Chapter 6 - Observing in Starbucks
(14:16-15:50) Chapter 7 - Ordering in Starbucks
(15:51-21:06) Chapter 8 - The LATTE System
(21:07-23:05) Chapter 9 - Improving Our Process
(23:06-25:16) Chapter 10 - Reflective Questions
(25:17-26:38) Chapter 11 - Conclusion & Next Steps
