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More speed at McDonalds
The average time to fulfill a drive through order at McDonalds is 2 minutes 36 seconds. Mr. Bigari, who owns 12 McDonalds franchises, reduced this time by 30 seconds to 1 minute!Whats more, the increase in speed didn't lead to any decrease in accuracy. In fact accuracy improved too. Mr. Bigari's McDonalds reduced the error rate from 4% to less than 2%!
How?
By outsourcing the drive through order taking function to a call center 900 miles away in Colorado Springs!
Cheap, quick and reliable telecommunications lines let the order takers in Colorado Springs converse with customers in Missouri, take an electronic snapshot of them, display their order on a screen to make sure it is right, then forward the order and the photo to the restaurant kitchen. People picking up their burgers never know that their order traverses two states and bounces back before they can even start driving to the pickup window.”Mr. Bigari says that the savings the call centers provided more than made up for the costs of installing the call centers within 6 months! Because of the call centers, he now has to hire less staff at all his McDonalds. And the number of orders they process has also improved leading to more profits!
Read the entire article at NewYork Times. (free registeration required.)
Great innovation and use of technology.
Thanks to Brand Autopsy for the tip.
Points to ponder:
Can you outsource the mundane and monotonous aspects of your business and improve productivity?
Email Post to a friendPosted on 7/19/2004 | Permalink | |
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