Order It Your Way at McDonald’s

Order It Your Way at McDonald’s

October 12, 2017

Article Title: McDonald’s Ordering Kiosks Arrive In Pittsburgh

Authors of Article: David Highfield

Date of article: September 18, 2017

Source URL: http://pittsburgh.cbslocal.com/2017/09/18/ross-township-mcdonalds-ordering-kiosk/

Self-service kiosks are becoming more and more common.  This article looks at an ordering kiosk being introduced at a Pittsburg area McDonald’s.  The restaurant has seen an increase in the number of orders, which may lead to increased staffing, unlike the loss of jobs at grocery stores with the self-service checkouts.

This type of ordering kiosk changes the design of the service process.  It also impacts the waiting line and the cost associated with the waiting line.

Discussion Questions
1. How does the addition of an ordering kiosk impact the waiting line and the cost associated with it?

Guidance: The automation through the ordering kiosk raises the investment (fixed cost), while reducing the variable cost of labor.  The kiosk will also change the service time and have an impact of the analysis of the waiting line.  The number of ordering kiosk will need to be considered across the variation in customer arrivals over time.  Finally, it changes the amount of personal interaction with the customer.

2. What Continue reading

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Analytics and Restaurants’ Service Package

Analytics and Restaurants’ Service Package

October 10, 2017

Article Title: How restaurants are controlling your experience in ways you may not realize

Author of Article: CBS News, Inc.

Date of article: August 22, 2017

Source URL: https://www.cbsnews.com/news/how-restaurants-are-subtly-curating-your-experience/

Colors, music, table shape and menu layout are all ways that restaurants shape customer experiences, and influence decisions from how much we’ll spend to how long we’ll stay. And analytics from data-driven software like Upserve can help restaurants figure out what you’ll like before you step foot in the place.  Which helps restaurants increase customer retention and boosts profits.

Discussion Questions
1. What additional analytics applications could be used by a restaurant chain to decrease waiting time for a table?

Guidance: Discussion might focus on productivity measures.

2. What are the elements of a service package for the restaurant(s) described in the article?

Guidance: This is an opportunity to discuss the concept of a service package, especially when purposefully influencing customer decisions.

3. How does the reservation system behave as a waiting line?

Guidance: This may be a discussion about waiting line models, to include fail-safing.

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