CONCEPTS OPERATIONS & TECHNOLOGY ENHANCEMENTS
Fast Casual
OPERATIONAL CATEGORY
NOTES
OPPORTUNITIES FOR IMPROVEMENT
Employee Onboarding Automation
• 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
• 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.
Order Process: • Counter • Kiosk • Curbside • Mobile App (staff, thirdparty & customer) • Drive-Thru • Voice Ordering • Call Center
• 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
• Throttling/staging & Optimization • Forecasting • Technology Integration • Customer Experience Management
Analytics for Operations Tracking
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
• Food prep projection management • Over-serve management & tracking by employee • Server transaction time management through the POS
RESTAURANT TECHNOLOGY NETWORK
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