Making Fast Food Pickup Faster

Making Fast Food Pickup Faster

March 19, 2020

Speed of service is increasingly becoming important to the quick food service industry.  Coupled with increasing sales coming from orders taken through digital systems, these restaurants are working on making the delivery of digital orders as easy and fast as possible.  This is especially true for digital orders that are paid for digitally.  In many cases, customers are forced to wait in line for the cashier to pick up their order.

Wingstop has put a heavy focus on digital orders.  Many of its orders, especially the vast majority of take-out orders, are digital.  Digital orders average $5 more. Wingstop is looking to keep these customers happy.  As a result, the company is testing delivery lockers, which allow take-out customers to bypass the cashier, avoid the wait in line, and go to the locker for their order.

Domino’s is also facing a similar problem with carry-out orders.  The Pie Pass allows customers that order and pay online, to confirm through their phone when they have arrived in the store’s parking lot.  This allows restaurant employees a head-start on finding the order, which can be handed to the customer as they enter the building. Continue reading

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Bans on Drive-Thrus Continue

Bans on Drive-Thrus Continue

October 27, 2019

Some cities in the US and Canada have banned new drive-thru restaurants in an effort to combat societal and health issues such as curb pollution, obesity, and traffic.

One Canadian study of bans in 27 cities showed improved health results but a similar study in southern Los Angeles found increased obesity rates after the ban was implemented.

For additional information, see our previous OM in the News post on the ban Minneapolis placed on new drive-thrus.


Video Spotlight: Why Some US Cities Are Banning Drive-Thrus | TODAY


This post is based on the CBS News article, Cities ban new drive-thrus to fight climate change, by Kate Gibson, October 14, 2019, and the YouTube video, Why Some US Cities Are Banning Drive-Thrus | TODAY, by Today, October 11, 2019. Image source: Glow Images

Discussion Questions:

1. What can fast-food restaurants do to work around this new limitation to their core service process?

Guidance: Students will likely struggle to envision a new set of processes to replace the traditional drive-thru process.  Suggestions to stimulate idea generation: Consider the use of technology to order ahead and allow delivery by the store, the “old” drive-in model Sonic continues to Continue reading

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