Question
Bain's Management Toolkit can help improve the overall process of a drive-thru service by providing frameworks for measuring and analyzing performance. For instance, you could measure the customer's initial wait at the drive-thru before they order, as well as how long the overall process takes. This data can then be compared with the in-store experience or with competitors' services. The toolkit can also guide you in identifying areas of improvement such as kitchen efficiency or the need for more drive-thru lanes.
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You could measure the customer's initial wait at the drive-thru before they order, as well as how long the overall process takes. Then do the same for the in-store experience. You could then conduct a competitive landscape analysis to compare your results. You may find that even though your service is fast, it feels far slower than competitors when compared. With this discovery, you might need to improve kitchen efficiency or add more drive-thru lanes.
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