SOS – improving customer satisfaction by improving service

At least one restaurant must determine how long the food is to be cooked and given to the guest. This measurement is called Speed ​​of Service. He was astonished at how many restaurant service providers think they understand SOS and its impact on customer satisfaction. So let's take a look at the fast-food visit and how the delivery system works and what information we can collect from the measurements.

I'm using a driver for my example. A car enters the line to order it, and at one point launches a switch that launches its SOS timer. This can be on the menu board where the order or a few car lengths can be removed from the loudspeaker. Anyway, the timer starts. Most of the fast-food restaurants have cash registers (POSs) that transmit information to the kitchen as the cashier rings in the food. Now that communication goes on the video screen and at that moment the kitchen takes part in SOS measurement.

Copied to this point, SOS has two measurements in progress. The first is the "line time" when the car joined the line or approached the loudspeaker. The second is the time of the kitchen. These are almost identical to each other's orders or in a few seconds. For example, all drinks are ordered before you order food, making a big difference in the two time zones.

When the cashier collects the order and asks the guest to enter the checkout window, a third SOS timer begins, and the cashier has completed the transaction. This time it turns out how fast your cashier can and if you need to separate the order and the checkout. All large chains use the 2 window systems in most of the day. Even some local restaurants have begun to use this system. Do not bother if you do not have 2 windows. In my opinion (with 33 years of fast food experience) it is easier to operate a single window with the correct distance than to operate two windows where the car is narrowing.

The kitchen has terminated the video signal at a certain time and the end of the kitchen SOS. If you do this, you will be told whether there is a slow point in the kitchen if you need more staff if you need more prepared or held products or need further training. Do not let the staff cheat this number by cleaning the screen just to reduce the suspected SOS. This number will help you get accurate, improve on all SOS. By allowing staff to deceive the timer, they deceive customers and give competitors the chance to welcome their guests. Personally, I know of a chain that encourages canceling and recalling orders, effectively stopping the clock. Then this chain celebrates "how fast" when it actually lacks the chance of real improvement. In the kitchen time, a manager would have been excited by a 8-second average. But if it takes 3 minutes before the car gets the food and slammed the timer, you do not know who created the problem or how it resolved.

read the second video screen, collect the order, or transfer it to a tutorial or show yourself to the guest. If you have a modern timer system, this collector (expeditor, coordinator or runner) will clear your screen and stop another second timer.

Finally, the food is delivered to the guest, and as the car starts the last time the timer stops. Most large chains must be between 180 seconds and 210 seconds. This is the time when the car joins the line until the food is presented.

Now think about any trip you've taken to a quick-food, and when you ask the driver to "pull it up" because something you've ordered is not completely finished. If you do not have a car behind you, they told you that SOS is more important than genuine guest service. This restaurant wants the timer to stop, not really measuring how long it takes for you to serve. If it happens more than once in the same restaurant, then you really need to reconsider the patronage. Because if a restaurant consistently demonstrates the "cheat" mentality, you have to ask what other important things are willing to "cheat". Food safety? Holding times? Hand wash?

The proper use of measurements during the review will help to make the following choices:

  • Staff
  • Training
  • Prep
  • Cooking and Farming Product
  • Restaurant Management

The timing information must be:

  • How Long Does It Take to Store
  • How Long Does It Keep Cash
  • How Long Does It Take to Cook
  • How Long Does It Take to Expedite After a Food
  • How Long Does It Take to Collect Food presentation to guest

In the SOS process, examining these points, you can determine service standards and fix repair goals

Source by sbobet

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