3 minute read
Fast Casual
CONCEPTS OPERATIONS & TECHNOLOGY ENHANCEMENTS Fast Casual
Employee Onboarding Automation
Order Process: • Counter • Kiosk • Curbside • Mobile App (staff, thirdparty & customer) • Drive-Thru • Voice Ordering • Call Center
Analytics for Operations Tracking • Find ways to streamline processes, tap technology to overcome manual labor when onboarding new employees. • Tedious tasks with onboarding, how can tech reduce time to on-board? • Gig economy implications How can we onboard in hours, instead of days/weeks? • With high turnover, onboard efficiencies become a competitive differentiator • Reducing onboarding time • Increase restaurant ops efficiency • Increase employee satisfaction • Reduce turnover
• Counter - highest operational impact • Third-Party Orders: velocity and a result of staffing and kitchen capacity, staging for pickup • Mobile UX • NLP on call center • Multi-language support
Role-based KPIs (order transaction, customer satisfactions) • Chefs - ingredient/waste management, response time order-to-availability • Servers - satisfaction, turn times, loyalty signups • Store Managers - employee satisfaction survey, labor efficiency/cost (overtime), guest satisfaction/sentiment (star ranking, NLP on social media, reviews) • Restaurant - (ave ticket increase %
YoY, conversion, Time of first drink order), Visible Dashboard (leaderboards, restaurant-specific/system-wide),
Gamifying roles • Several existing solutions exist, making them known to the group will greatly help the decision-making process for executives looking to make changes. • Systems should be fully integrated into the entire HR tech stack to reduce redundancy.
• Throttling/staging &
Optimization • Forecasting • Technology Integration • Customer Experience
Management
• Food prep projection management • Over-serve management & tracking by employee • Server transaction time management through the POS
Employment Marketing Automation • Outreach to new markets to help promote and find candidates should be automated via technology programs • Automate the identification of quality candidates for fit and function (scanning hiring boards, find example of services) As stated previously, several opportunities already exist in this category.
Food Preparation/ Assembly Food preparation and assembly is traditionally a labor intensive process • Order accuracy verification (computer vision) • Robotic (hamburgers, fries, pizzas, etc.) • Computer vision to validate order accuracy • Infrared validation of how to prep • Infrared validation of food delivery
Analytics to correlate customer satisfaction with food temp • Real-time alerting to waitstaff on food availability • Dashboard: Timing of notification, feed performance into scheduling • AI verification of food prep process
Labor Management by Unit Managers
Management by Machines • How to gauge/maximize employee satisfaction Video surveillance • Employees prep, how efficient are they at doing the job? • Should there be two people? • Where are employees spending the most time?
Host(ess) Stations How to gauge / maximize employee satisfaction • Diversity, equity and inclusion initiatives are important, and there may be technical capabilities to manage this at a store, region, or brand level • Training, learning and development will promote retention and efficient staff. • Utilizing new learning delivery methods (such as short form video or sms) may be useful
• Use lights to let customers and staff know where the customer is with the paying journey. (paid, receipt, cash) • Robotics
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