On Feb 24th, I interviewed my friend who was manager
assistant in a Chinese fast-food restaurant . The order
processes of the restaurant are started when customers get to the waiting
line. Then, customers need to walk through a order line to order their food.
Because of the special layout of Panda Express, customers will have their food
when they are waking through the line. At the end of the waiting line, there
are cashier stations. As a manager assistant, she needs to monitor the whole ordering
processes to ensure her employees worked as efficiently as they can.
According
to her, a couple caused the most extreme disruption that she
encountered in last month. The couple had not ordered food in the Panda Express
before, so they needed longer time than other customers to order food. As a
result, they blocked the order lines, and the customers behind them had to wait
for a longer time than usual. According to her, every customer in her
restaurant gets served in less than 4 minutes. The blocked order line meant a profit
loss. Therefore, She categorized this event as the most extreme disruptions. When
she decided to give the couple simple food, the disruption was settled because the couple finally understood what
they want to order and walked through the order line.
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