Andrew Fyfe
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For Franchises
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Franchise Operations
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Kitchen Displays
by Andrew Fyfe
Logically, one of the key factors for success in the Quick Service Restaurant (QSR) market is the ‘quick’ component. Yes, speed of service is essential when catering for your time poor customer.
The reason that Quick Service Restaurant dining is so often appealing is that you can be in and out in only a few minutes. So with this in mind, I am going to explore how to both speed up service and how to measure and manage speed of service.
1. How to speed up service
- Develop concise menus: with items that are reasonably easy to prepare
- Streamline the ordering process: from order entry to payment
- Train staff thoroughly: in all areas of operations
- Implement smart work flows: that consider integration between technology, kitchen layout and preparation procedures
- Clearly communicate offerings: so customers understand the product and what is available
2. How to measure and manage speed of service
Customer feedback - The old fashion way and to some extent the method still used by some today is customer feedback. This is not so obvious in today’s market with so many options and choices. People tend to keep their opinions to themselves and simply move on to a competitors outlet for the next purchase. This is why technology is now leveraged to accurately measure and manage speed of service. Here are two tools that have proven to be effective:
Kitchen Display Systems
When orders are fired at the POS terminal they are sent to the Kitchen Display System (KDS) Screen for both preparation and dispatch:
- When the order is fired the clock and time is ticking and displayed on the electronic order
- As the food item exceeds the pre-defined preparation time the order will change colour to alert staff
- Orders can be consolidated at the push of the button so there is no need manually count the number of ‘club sandwiches’ required
- Once the order is dispatched it can be bumped off the screen to indicate the actual preparation time
All of the above measured times are automatically recorded for management to use for reporting and analysis.
Good examples of KDS usage include McDonalds and Guzman Y Gomez.
Online Ordering
Let your customers avoid the queue and order in advance to save time:
- Orders can be placed online – via the web or smartphone
- Orders can be placed well in advance – even days ahead
- Payment can be made prior to pickup
- Orders can be picked up at the desired time from an express pick up area
Good examples of online ordering include Pizza Hut and Crust.
~ Andrew Fyfe, Franchise Management Expert