Mc Donald’s is slowly implementing a new customer service system in its restaurants.
Until now, we had several positions where orders were received and issued (as if inbound and outbound customer service at one position). Newly opened restaurants already work in a different system. The change also applies to existing ones that are being renovated and adapted to new standards.
The new system separates the process of taking orders from serving meals. The customer comes to the window where he places the order, there he receives a receipt with the order number. He then proceeds to a table or waiting area. When the order is ready, the number is displayed in the dispensing area and picks up the food there.
Customer benefits:
- There are practically no queues because placing an order is faster than handling the entire order, i.e. I go to the cash register and I am served much faster than before*
- I don’t wait at the counter to pick up my order
- I can spend the waiting time as I want, talking or reading, already at the table
- If someone before me ordered 5 sets for the whole family, and I only want small fries, I’m sure I’ll get my order faster. I don’t have to wait for them to become vacant
Benefits for Mc Donald’s (expected by me :))
- There are practically no queues, which discouraged some customers from standing in them
- You can manage orders more easily by dispensing smaller ones faster. Actually, FIFO (first in first out) is omitted here, which is a step backwards from the lean philosophy, but the main rule is FC – the customer comes first 🙂
- The staff can be managed more easily: if there are fewer large orders, the hosts go to help with the preparation of meals and vice versa in the case of many small ones, the forces can be shifted to „inbound”
- Greater „restaurant” aesthetics – no waiting crowds, no trays around the cash registers with unfinished orders, i.e. pantha rei – everything flows like in lean
*(assuming the same number of customers and orders)
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