Secrets of saving seconds on MacAuto. Makavto - it's easy! Capacity and throughput are directly affected by the individual conditions of the restaurant

MACAUTO
New
Movement
2017

MACAUTO
New
Movement
2017

OPENING MACAUTO

1975 - 1st McAuto restaurant
1996 - 1st McAvto restaurant in Russia

1995 | TODAY
1995
TODAY
1995
GC
RANGE
COFFEE
PRODUCTION
PLATFORM
QUANTITY
NAMES
IN ORDER
TIME
COOKING
SANDWICH
1-20
1-3
30-50
SECONDS
50-90
MACAUTO %
SECONDS
RANGE
MENU
WAY
PAYMENTS
55
265
TODAY
575 000
200 000
GRILL
DIRECT
MADE FOR
YOU (MFY)
80%

WHAT AFFECTS MACAUTO CAPACITY?

PEOPLE
80% throughput
abilities on McAuto
depends on people
RECEPTION METHODS
AND PAYMENTS
ORDERS
Current Opportunities
taking orders
exceed
possibilities
production
MENU AND DIFFICULTY
ORDERS
COUNTER
Menu expansion and
more time
cooking leads to
increase in time
service
Focus on
service inside
restaurant
increases
the number of orders
for kitchen

COMPREHENSIVE STUDY ON MAKAVTO

Research among
guests
Data collection
Modeling +
Analytics

WHAT GUESTS SAID US:

1.
2.
3.
4.
5.
6.
7.
8.
They choose us for speed and convenience
They wish we were faster than
Today
They expect us to be faster and better
competitors
They leave the McAuto line if they see a long
queue or slow traffic
Guest perception: Our menu is simple, products
prepared in advance, so we must
provide fast service
Their expectations change depending on the number
cars on the MakAuto line
Guests experience the greatest dissatisfaction when
they are "out of the process" - between the points
interactions
They get stressed when we rush them
process time"

Video 002 MakAuto in Russia

MAKAVTO IN RUSSIA. TODAY
285 restaurants
MakAuto
730 cars
in a day
44.8%DT

MAKAVTO IN RUSSIA. TODAY

92%
COD
41%
73%
Side by Side / Tandem
Fast Forward
10%
infomonitors

"THIS IS WHAT I WILL SAY!" - RESULTS
100
83
90
91
80
70
60
58
69
61
74
65
66
50
40
28
30
36
20
10
0
OSAT
Accuracy
MakAuto
Friendliness
Speed
Counter or SOK
NPS

Video 003 Complaints

BALANCE

GUESTS WANT:
Speed
Convenience
GUESTS EXPECT:
Accuracy
Friendliness
WE NEED:
Growth in throughput and profit
High results every day
Improvement team

WORKSHOP AGENDA:

Introduction
What is important for our guests?
Exceptional Service Principles at McAuto
Service Barriers
Skip ahead procedures
Guest care
Leadership and motivation
The experience of visiting MakAuto. Diagnostics
Next steps and commitments

PRINCIPLES
EXCLUSIVE
SERVICE
ON MAKAVTO

EXERCISE

Under the condition of a constant flow of cars, please calculate
MakAuto turnover for a month during peak hours, which we
we get when accelerating MakAuto by 5 seconds and reducing the time
service, for example, from 125 sec. up to 120 sec.
Initial data for the month

125

310
Bandwidth
(peak hours 13-21)
70

EXERCISE

We consider the potential for peak hours from 13 to 21 (for a period of 8 hours). In our
case: 125 sec. - 120 sec. = 5 sec. We service each car faster by 5
sec.
The capacity of the restaurant is an average of 70 cars per hour. Those. serving
each car for 5 seconds. faster, we save: 70 x 5 sec. = 350 sec. at one o'clock
350 sec. / 120 sec. = 2.9, i.e. by working 5 seconds faster, we can keep up
serve 3 more cars with such a flow of cars and get
throughput 73 cars
During peak hours, we can additionally serve: 3 (cars) x 8 (hours) =
24 cars
24 cars per day x 30 days x 310 rubles average check = 223,200 rubles.

EXERCISE

Month:______________
Restaurant:______________
Service time for McAuto
Net average bill for MakAuto
Bandwidth
(peak hours 13-21)
Subject to a constant flow of cars, please
calculate the turnover of Mac Auto for the month that we
we will additionally receive with a reduction in time
service for 5 sec.

KEY PRINCIPLES
THE GUEST-CENTERED APPROACH
ACHIEVE GREAT RESULTS EVERY DAY
REALIZATION OF POTENTIAL

EVERYTHING WORKS TOGETHER

new standard
High level of implementation /
Evolution of McAuto Culture
Enlargement Solutions
bandwidth

MACAVTO | EXPERIENCES FOR GUESTS FORCED TO WAIT

NEW!
Waiting "out of process"
brings stress
Stops at
every point
can be annoying
guests
Promotion
queue
perceived
with joy
Impression of speed = Reality - Assumptions
Assumptions depend on
queue lengths + values ​​/
order complexity
Delays without
explanations
deliver special
discontent
Procrastination at the start
lines and fast movement in
end perceived
more positive than immediate
start and slow
movement

THE GUEST'S DISSATISFACTION GROWS WHEN HE HAS TO WAIT WITHOUT UNDERSTANDING THE REASON AND THE POSSIBLE DURATION OF HIS WAIT

1
THE GUEST'S DISORDER GROWS WHEN HE HAS TO WAIT,
NOT UNDERSTANDING THE REASON AND POSSIBLE DURATION OF YOUR WAITING
Guest annoyance:
Is "out of process"
Doesn't know the reason for waiting

I WILL BE UNDERSTANDING TO WAIT IF I HAVE BEEN INFORMED THE REASON AND THE LONG TIME OF THE WAITING…

What is happening there?!
I've been waiting forever!!!
VS.
It seems that the traffic jam is not so
terrible!
Just for a few minutes

OUR ABILITY TO MEET GUESTS' EXPECTATIONS FOR SPEED DEPENDS ON COOKING AND HARVEST TIME

2
OUR ABILITY TO MEET GUEST EXPECTATIONS
SPEED DEPENDS ON COOKING AND COLLECTION TIME
PRODUCTS
2 Our menu and sales
in the hall affect the work
and throughput
MakAuto
Irritation
guest:
Located
'out
process"
Does not know
causes
expectations

COMPREHENSIVE VIEW ON A SINGLE SYSTEM -
SERVICE, PRODUCTION AND COLLECTION (SPA)
RECEPTION
ORDER
P
R I YO M ZAK
AZ A
RECEPTION
ORDER
ZAVE
R SHO N
COMPLETED
PEOPLE
PEOPLE
PRODUCTION
BEVERAGES/
DESSERT
PAYMENT
ISSUE
FAST
FORWARD

STREAM OF GUESTS AND MULTIPLE POINTS OF ORDER RECEIVING AFFECT MACAUTO WORK

APPLY TO KVS
ORDERS FROM MANY POINTS
ON THE MACAVTO LINE
High influx of guests
a sharp increase in orders
on KVS affect the overall
service experience and can
limit the bandwidth
ability
Number of initiation points,
open in the kitchen
directly affects
service

OBSERVING WHY THE MACHINES DO NOT GO FORWARD IS AS IMPORTANT TO DIAGNOSING MACAUTO PERFORMANCE AS FOCUS ON IMPROVEMENT

3
OBSERVING WHY THE MACHINES DO NOT GO FORWARD,
AS IMPORTANT FOR MACAUTO OPERATION DIAGNOSTICS AS FOCUS
ON IMPROVING PROCESS TIME AT EVERY STAGE
Our menu and sales in the hall

MacAuto ability
3
Irritation
guest:
Located "outside
process"
Does not know
causes
expectations
Time to overcome
distances
compared
with process time

example simulation

V 1 simulation

IF A GUEST IS IN LINE FOR MACAUTO AND 5 CARS ARE BEFORE HIM, THERE IS A HIGH PROBABILITY THAT HE WILL LEAVE MACAUTO

4
IF A GUEST IS IN THE LINE FOR MAKAVTO AND 5 CARS ARE BEFORE IT, THERE IS
HIGH PROBABILITY THAT HE WILL LEAVE MACAUTO
4
Our menu and sales in the hall influence
work and throughput MakAuto
Irritation
guest:
Located "outside
process"
Does not know
causes
expectations
Time to overcome
distances in comparison
with process time
Guests who
leaving MakAuto

Simulation video's – Production impact on DT

kitchen impact
Arrival burst
Initial cars versus
V 2 simulation

IF A GUEST ASKED A QUESTION DURING THE BOOKING PROCESS, IT MAY INCREASE THE TIME BY 9 SECONDS

5
IF A GUEST ASKS A QUESTION DURING THE BOOKING PROCESS,
THIS MAY INCREASE THE TIME BY 9 SECONDS
Our menu and sales in the hall
5
Guest Questions
time of receipt
order
Irritation
guest:
Located "outside
process"
Does not know
causes
expectations
affect work and throughput
MacAuto ability
Time to overcome
distances in comparison
with process time
Guests who
leaving MakAuto

QUESTIONS FROM GUESTS AFFECT TIME TO ORDER

ACCEPTANCE OF ORDERS FOR MAKAVTO
Each guest's question to the order taker
increases the time by an average of 9 seconds

EMPLOYEES' CONFIDENCE IN ANSWERING A GUEST'S QUESTION AFFECTS TIME TO RECEIVE ORDERS

ACCEPTANCE OF ORDERS FOR MAKAVTO
Lead time increases when
the employee uncertainly answers the question of the guest
9.3 sec.

MACAUTO STANDARD: SERVICE TIME 120 SECONDS

The time we can
influence - "our time"
"Guest time" is excluded from
measurements
Most of the guest's visit
All "bottlenecks" after admission
orders
Support for future receiving systems
orders
ORDER ISSUED

THE FINAL ORDER PROCESS SHOULD BE FASTER THAN THE INITIAL ORDER PROCESS

6
THE FINAL ORDER PROCESS SHOULD BE FASTER,
THAN THE INITIAL ORDER PROCESS
Question
during
reception
order
Irritation
guest:
Our menu and sales in the hall
affect work and throughput
MacAuto ability
Guests who
leaving MakAuto
Time to overcome
distance compared to
Process time
Located "outside
process"
Does not know
causes
expectations
6 Each next process is faster than the previous one -> no barriers

MACAUTO SCHEME
WHAT DO THE NUMBERS TELL US?
DIAGNOSTICS
SERVICE TIME
MUST
120
SECONDS
AND LESS
TIME IN VERY MEAL
MUST
70
WELCOME GUEST
in 10 SECONDS OR LESS
SECONDS
AND LESS
MEASUREMENT
START
COUNTDOWN
END COUNTDOWN
Order acceptance time
Pressing the first
buttons
Button press
"Total"
Payment time
Calling an order from
memory
cash register closing
drawer
Time from the end of payment to
issuing an order
closure
cash drawer
Order issued /
skipped forward
the car was ordered
25
Order issued /
skipped forward
the car was ordered
ORDER
Service time
Number of missed
forward cars
Button press
"Broadcast"
% missed
forward cars
15
15
PAYMENT
ISSUE
SEC.
SEC.
SEC.

OBSERVATIONS ON MACAUTO
WHAT DO YOU OBSERVE MOST?
BARRIER
AT THE POINT
RECEPTION
ORDERS
Cars
can not
drive through
go ahead because
at the reception point
orders
located
car
BARRIER
ON THE WINDOW
PAYMENTS
-
BARRIER
ON THE WINDOW
ISSUE
-
Machines are not
may
drive through
go ahead because
at the payment window
located
car
Machines are not
may
drive through
go ahead, so
like at the window
extradition
located
car
BARRIER
ABSENT
Cars
move without
obstacles!
MakAuto
works
harmoniously,
cars
continuously
moving along
lines

BARRIER AT THE POINT OF ORDERS | WHY IS THE CAR NOT GOING FORWARD?

CALL TO ACTION
Is it really impossible
accept order
faster? Why
is it all that slow?

SECRETS TO SAVE SECONDS WHEN YOU TAKE ORDERS

ACCEPTANCE OF ORDERS FOR MAKAVTO
1.
2.
WELCOME YOUR GUESTS IMMEDIATELY
SPEAK CLEAR AND CLEAR
NEVER INTERRUPT
GUEST AT THE RECEPTION
ORDER
6.
USE BUTTONS
"SPECIAL GRILL"
7.
USE THE FUNCTION
"MULTI-ORDER", IN THE CASE
WHEN GUESTS ARE IN ONE
THE MACHINE IS MADE 2 AND MORE
ORDERS
3.
HINT AND ALL CLARIFICATIONS
MAKE AT THE END OF ORDER
4.
USE SPECIFIC
HINT AND CLARIFICATIONS.
FOR EXAMPLE: "TRY
CHERRY PIE", "YOU
CHEESE SAUCE?"
8.
USE CORRECTLY
HEADPHONES, CHECK
SUFFICIENT CHARGE
BATTERIES AND GOOD
AUDIBILITY OF THE GUEST
5.
USE THE MINIMUM
NUMBER OF PRESSES ON
CASH BUTTONS
9.
KEEP DURING PEAK HOURS
ONE SPARE HEADPHONES
ON THE ISSUANCE WINDOW

BARRIER AT THE PAYMENT WINDOW | WHY IS THE CAR NOT GOING FORWARD?

CALL TO ACTION
Why are they so
can't for a long time
to pay off?

SECRETS TO SAVE SECONDS WHEN PAYING FOR ORDERS

PAYMENT OF ORDERS
1. SEPARATE THE FUNCTIONS OF THE ORDER-TAKER AND
CASHIER WHEN IT IS NECESSARY
2. CHECK THE REQUIRED NUMBER OF EXCHANGE AND
INFORM IN ADVANCE YOUR NEED FOR EXCHANGE
3. ENTER THE RECEIVED AMOUNT AT THE CASH DESK WHEN
THE GUEST IS READY TO PUT A BILL
4. USE THE MINIMUM DIAL BUTTONS
(1000, 500, 100, 50, 10, 00)
5. FIRST GIVE CHANGE AND CHECK, THEN -
REMOVE MONEY IN CASH
6. MAKE SURE THE RECEIPT PRINTER, DETECTOR
BILL, PIN-PAD HOLDER IN WORKING
CONDITION, ERGONOMICLY POSITIONED,
THERE IS ENOUGH STOCK OF RECEIPT TAPE

BARRIER AT THE DELIVERY WINDOW | WHY IS THE CAR NOT GOING FORWARD?

CALL TO ACTION
Why is that
can't for a long time
place an order?

SECRETS TO SAVE SECONDS IN ORDERING

ISSUANCE OF ORDERS
COLLECTION OF ORDERS
1.
START COLLECTING ORDERS FROM
OAT
2.
REPORT ABOUT
NEED HELP
WHEN APPEARING ON
MONITOR 3 AND MORE
UNCOLLECTED ORDERS
3.
4.
5.
USE CORRECTLY
COVERAGE "2-1-ISSUANCE"
MAKE SURE THE MONITORS
COLLECTION OF ORDERS ON THE WINDOW
ISSUED AND IN THE OAT AREA
CONVENIENTLY LOCATED
FAST AND ACCURATE
MAKE A DECISION
PASS THE CAR FORWARD
ISSUANCE OF ORDERS
1.
GIVE OUT FIRST
HOT, THEN -
BEVERAGES
2.
GIVE OUT HOT AND
DRINKS IN ONE
MOVING IF IN
ORDER 2 OR LESS
DRINKS
3.
OBSERVE THE PRINCIPLE
"HAND THE PACKAGE
TO THE VISITOR"
4.
IF THE ORDER IS NOT READY,
PASS THE CAR TO
WINDOW FAST FORWARD OR TO
INDEX OF THE PLACE OF ISSUE
ORDER

BEST PRACTICES: PRECISION POSTER
NEW!

Color Coating 2-1-Issue

BEST PRACTICES: "ACCURACY"
1. CORRECTLY ORGANIZED
MOVEMENT OF ORDERS
Color Coating 21-Issue
2. DIVISION OF THE WORKING AREA
ORDER PICKER,
WORKER UNDER CHECK
ORDERS AND PACKAGING AND
WORKER ON ISSUANCE
3. COORDINATION OF WORK
MACAUTO TEAM
4. PRECISION
5. REDUCING TIME
SERVICE AT MACAVTO

NO BARRIER | CARS CONTINUOUSLY MOVING ALONG THE LINE

CALL TO ACTION
Cars
are moving along
lines, which means
All will be
fast!

POWER AND CAPACITY ARE DIRECTLY AFFECTED BY RESTAURANT INDIVIDUAL CONDITIONS

7
POWER AND CAPACITY ARE DIRECTLY AFFECTED
INDIVIDUAL RESTAURANT CONDITIONS
Guests who
leaving MakAuto
Question
during
reception
order
Irritation
guest:
Our menu and sales in the hall
affect work and throughput
MacAuto ability
7 Power and
Time to overcome
distance compared to
Process time
Located "outside
process"
Does not know
causes
expectations
Each next process is faster than the previous one -> no barriers
throughput
ability -
not the same

THESE CONDITIONS AFFECT MACAUTO'S WORKING PROCESS:

INDIVIDUAL RESTAURANT CONDITIONS
QUANTITY
SANDWICHES
VOLUME OF SALES
SALES AND GC
FLOW TRENDS
GUESTS
BAND SIZE
BREAKFAST OR
MAIN MENU
OPENING ADDITIONAL
INITATION POINT (MIP)
MACAUTO LAYOUT
MACAUTO CONFIGURATION
PARKING AREA
QUANTITY
NAMES
IN ORDER
COMPLEXITY
MENU
CONCEPTS
MULTIPLE RECEPTION POINTS
SELF-SERVICE KIOSK
MOBILE APP
% MACAUTO AND COUNTER

Video 004 McAuto test

EVERYTHING WORKS TOGETHER

EVERYTHING WORKS TOGETHER

new standard
High level of implementation /
Evolution of McAuto Culture
Enlargement Solutions
bandwidth

BREAK
15 MINUTES

PROCEDURES
"SKIP FORWARD"

INCREASED CAPACITY

NEW!
INCREASED CAPACITY
BDAP
ADDITIONAL
INITIATION POINTS
PLOT
PRODUCTION
DRINKS AND
DESSERTS
PERFORMANCE
GRILL AND
FRYER
RIGHT STATE
CAPACITY UHC
VLH
GENERAL
QUANTITY
PROCEDURES
"SKIP
FORWARD"
IMPLEMENTATION
ORDER POINTS
SELF-SERVICE KIOSK,
POS, COD, HNO/TABLET,
MACDELIVERY

RESULTS OF RESEARCH

PROCEDURES "SKIP FORWARD"

8
PROCEDURES "SKIP FORWARD"
For continuous movement of machines along the line
McAuto the following factors are important:Every day
Skip Forward ProceduresPerformance
Additional points of initiation measures
Beverage production area⤑and Internal
desserts
measures
⤑
External
measures
Separation of functions for receiving and paying orders
customer feedback
Additional pickup points
Diagnostic
measures
Annual score
measures
Brand StandardsVisit
8 Factors
growth-promoting
bandwidth -
procedures "Skip
forward" and additional
initiation points

"SKIP FORWARD" PROCEDURES ALLOW VEHICLES TO MOVE CONTINUOUSLY ON THE MACAUTO LINE

"SKIP FORWARD" is "ACTION"
Skip ahead procedures are applied when a guest has arrived at the pickup window and the order is not ready
By skipping forward one car, you can ensure continuous movement on MakAuto and faster
serve the next guests
The term "Skip ahead" replaces the term "Parking"
Location:
1
Fast forward window
2
3
Dedicated seats
places of issue,
extradition
located
in the parking lot
outside the delivery window
Places marked with signposts

V 3 simulation

PERFORMING "SKIP GO" PROCEDURES AND CARING FOR GUESTS

"SKIP
FORWARD"
% MISSED
FORWARD MACHINES
GUEST EXPERIENCE
GUESTS ARE INFORMED
ABOUT THE REASON FOR THE WAITING
AND REPORT
APPROXIMATE TIME
PENDING ORDER
10% - RESTAURANTS WITHOUT
FAST CONFIGURATIONS
FORWARD
PROCEDURES
REQUIRED FOR
DIFFICULTIES
TODAY'S MENU
15-20% - RESTAURANTS WITH
FAST CONFIGURATION
FORWARD

PROCEDURES "SKIP FORWARD"

GUEST
When I use
McAuto, I want:
⤑
⤑
⤑
⤑
so that you immediately
directed me to a place
issuing an order; Not
make me wait
twice
For you to explain to me
why am I being asked
drive forward
For you to warn
me as much as I need
wait
For you to bring me
accurately assembled order
RESTAURANT
We know what we need:
⤑
⤑
⤑
⤑
Make quick decisions when
it is necessary to skip the guest
forward
Accurately inform the guest
why are we asking him to drive
forward using exact phrases
("gathering" or "preparing" - not
"we wait…")
Accurately inform the guest about
possible waiting time
(report time with a margin)
Give the guest exactly
assembled order and have
opportunity to perform
additional wishes of the guest

PROCEDURES "SKIP FORWARD"

Skip ahead procedures
Dedicated worker for
taking out orders
Collector and Dedicated
takeaway worker
orders work together
Rule of 3
Numerators and Pointers
pickup locations
Seasonings and appliances
on the Fast Forward window
Production area for drinks and desserts

MACAUTO LAYOUT

9
MACAUTO LAYOUT
To implement the procedures "Skip
Forward" important layout Makavto
9
Layout influence
every day
Performance
measures
⤑ Internal measures
⤑ External measures
customer feedback
Diagnostic
measures
Annual score
measures
Brand StandardsVisit

IT IS IMPORTANT FOR EMPLOYEES TO BALANCE THE SERVICE PROCESS WITH THE HELP OF FRIENDLY INTERACTION WITH GUESTS. RESTAURANT MANAGERS

10
IT IS IMPORTANT FOR EMPLOYEES TO BALANCE THE SERVICE PROCESS WITH THE HELP
FRIENDLY INTERACTION WITH GUESTS.
RESTAURANT MANAGERS SHOULD EVALUATE MAKAUTO FROM THE EYES OF A GUEST
Guests who
leaving MakAuto
Layout influence
Question
during
reception
order
Our menu and sales in the hall
10
Irritation
guest:
Located "outside
process"
Does not know
causes
expectations
Power and
throughput
ability -
not the same
affect work and throughput
MacAuto ability
People - workers, managers,
schedule
Time to overcome
distance compared to
Process time
Contributing factors
throughput growth
capabilities -
procedures "Skip
forward" and additional
initiation points
Each next process is faster than the previous one -> no barriers

PEOPLE ARE CRITICAL

MACAUTO RESEARCH
MANAGERS
Monitor the maintenance process on
McAvto through the eyes of a guest
Use visual cues while
bypass
Evaluate the implementation of procedures
"Skip forward"
EMPLOYEES
Order taker and cashier - the face of the restaurant
for guests
Separate the functions of receiving and paying for orders, give employees the opportunity to give the guest
more attention
It is important for an employee to demonstrate
necessary care for the guest, in particular
if the guest has to wait a long time for their order

LET'S REMEMBER 10 CONCLUSIONS ON MACAUTO | EXERCISE

MACAUTO RESEARCH

TEAM
EXERCISE

8. For continuous
movement for
3. Observations
machines ability
along the lineimportant
McAuto are important
10.
2. Employees
Our
1. Discontent
guest
Why
machines4.
if the guest got up in
the following factors:
balance
process
7.
On
power
and 5. If the guest asks a question
correspond
Procedures
"Skip forward"
is growing
When
to him
are moving forward
forward,
so the next
queue
MakAuto and
6. Everyone
throughput
help
Additional
points
ability
9. For service
implementation
V
process
taking an order,
expectations
guests
By
friendly
account for
wait,
Not
same
important
For
diagnostics
before
him
5
machines,
initiation
process
faster
procedures
"Skip
directly
affect
speed
from drinks
Plot dependent
production
and it can increase the time
interactions
With
guests.
understanding
causes
And
work
MakAuto,
exists
big
previous
-> no
forward" is important
layout
desserts
individual
conditions
on
9
seconds
Leaders
restaurant
time
cooking
And
MakAuto
Separation
functions
reception
possible
duration
How
iMakAuto
focus
best improvement
probability,
that he will leave
barriers
should
evaluate
restaurant
collection
products
payment
orders
his
expectations
on
eyes
time guest
Additional
process points
reception MacAuto
orders
every stage

CARE OF GUESTS

INTERACTION WITH GUESTS

MAIN APPROACHES

1.
We strive to make your visit to the restaurant special for
each guest
2.
Excellent service depends on the relationship we
build with guests
3.
Each of our guests is special and deserves
personal relationship
4.
The more sincere and emotional we are, the more noticeable it is.
will be for the guest
5.
It is important to behave professionally, be organized and
efficient
6.
We treat guests warmly and sincerely

UNDERSTANDING AND SATISFACTING THE NEEDS OF GUESTS

EMPATHY
JOY
LANGUAGE OF THE BODY
INITIATIVE
CONFIDENCE

IMPROVE THE EXPERIENCE

GREET YOUR GUEST FIRST
WITH A SMILE AT EVERY STAGE OF SERVICE
Say hello to the guest first
The guest must see your face completely, and not
profile only
Greet regular guests by name, sometimes
you can say: "It's good to see you again"
Greet children separately
Be yourself - don't use the same phrases and
gestures to greet each guest

IMPROVE THE EXPERIENCE
ACCEPT ORDER
Friendly take orders
Be energetic, be enthusiastic
Be polite and sincere
Do not rush the guest
Use prompts wisely and
clarifications

IMPROVE THE EXPERIENCE

ORDER PAYMENT
With a friendly smile, tell the guest the amount
order
When paying, say with a smile: “Here is your change!”
Give change with both hands so that the guest
it's easier to pick it up
Separately issue change and then check

IMPROVE THE EXPERIENCE

DIRECT
AND ORIENT THE GUEST
Smile, point to the next window
and say, "Please drive to
checkout window"
If you are driving the car to the Fast window
Forward / Pointer of issue place,
make sure you provide the guest with a clear
direction, and the guest understood you

IMPROVE THE EXPERIENCE

ISSUE ORDER
Greet the guest immediately
smile
Smile and describe when ordering
one of the products in the order
The guest must see your
face, not just profile
Do not release the package until the guest
won't accept it

IMPROVE THE EXPERIENCE

THANK THE GUEST
GOODBYE, INVITE
VISIT THE RESTAURANT AGAIN
Smile, show your
individuality
If there are children in the car, wave to them.
goodbye hand
Don't turn away from the guest while he
didn't leave

Video 006 Baby Raccoon 1

DINNER!
Video 006 Baby Raccoon 1

NEW! reasons for blocking
service
Speed ​​- through the eyes of a guest
2-3 persons
"glass method"

DIAGNOSTIC APPROACH.
OBSERVATIONS AND ANALYSIS OF MACAUTO WORK
BARRIER
AT THE POINT
RECEPTION
ORDERS Machinery
can not
drive through
forward, because
reception points
orders
located
car
BARRIER
ON THE WINDOW
PAYMENTS
-
BARRIER
ON THE WINDOW
ISSUE
-
Machines are not
may
drive through
go ahead because
at the payment window
located
car
Machines are not
may
drive through
go ahead, so
like at the window
extradition
located
car
Almost always
Often
Sometimes
Rarely
Never
BARRIER
ABSENT
Cars
move without
obstacles!
MakAuto
works
harmoniously,
cars
continuously
moving along
lines

DIAGNOSTIC "GLASS METHOD"

STAGE 2. OBSERVATIONS + ANALYSIS: BARRIER AT THE POINT OF ORDERING

A. Untimely separation of receiving functions
and payment orders / employee performs
multiple tasks at the same time
B. Guest asks question(s)
C. The worker does not know the answer(s) to the question(s) of the guest
D. Other

OBSERVATIONS TO DIAGNOSTIC THE VISIT EXPERIENCE

2 MAIN conclusions from the observations of the process
accepting orders:
1
2

STAGE 2. OBSERVATIONS + ANALYSIS: BARRIER AT THE PAYMENT WINDOW

A. Wrong order sequence,
the guest adds/changes the order
B. Untimely separation of functions
receiving and paying for orders, the employee performs
multiple tasks at the same time
C. Payment problems, no exchange,
defective cashless payment device
D. ORDER OTHER
EXPERIENCE
VISITS
"SKIP
FORWARD"
CAPACITY
AND JOBS
PROFITABILITY
INFLUENCE
FOR A WHILE
VISITS
IMPROVEMENTS
MACAUTO
OUR
GUESTS
BEFORE IT
ISSUE
STRESS OF THE RESTAURANT
MACAUTO

10 CONCLUSIONS

9
5
4
Layout influence
Question
during
reception
order
2
10
Our menu and sales in the hall
affect work and throughput
MacAuto ability
People - workers, managers,
Located "outside
process"
Does not know
causes
expectations
6
Power and
throughput
ability -
not the same
schedule
3
Irritation
1 guest:
7
Guests who
leaving MakAuto
Time to overcome
distance compared to
Process time
8
Factors
growth-promoting
bandwidth -
procedures "Skip
forward" and additional
initiation points
Each next process is faster than the previous one -> no barriers

Modern realities are such that every minute counts. Time has become humanity's most valuable resource. And, when there is no opportunity to dine at home, many choose McDonald's. McDonald's fast food chain has long established itself as a place where you can eat nutritious, tasty, inexpensive and fast. In total, more than 500 enterprises of the company are successfully operating in Russia today, and in our city, where the population is just over 280 thousand people, there are 4 McDonald's, 2 of them with the Makavto concept, which work around the clock (except for technical breaks).

So, what is Makavto? This is an opportunity to place your order, pay and receive it without leaving your car. By the way, you can dine in the same place - the glasses are placed in reliable coasters, and convenient packaging and, of course, napkins are attached to sandwiches and other treats.

The process itself is as follows. The car drives up to the first terminal, where a person chooses and makes an order. What is especially convenient is that already at the entrance to the Makavto zone, a notification is triggered in the restaurant that you have arrived, which means that if you decide to have a bite late at night, you won’t have to wake anyone up, they will already be waiting for you. In the first zone, equipped with a detailed menu and a loudspeaker, you can consult with an employee and, in fact, make the order itself.

Then you drive to the second zone, where payment is made. And here again you do not need to get out of the car. You can pay for the order both in cash and by bank transfer. Meanwhile, your food is already being prepared - before you had time to drive off from the first terminal with the menu. When you arrive at the pick-up window, your favorite dishes and drinks from the restaurant are already waiting for you. The speed of service in Makavto is the same as in the hall. So no traffic jams - the McDonald's team works quickly and smoothly.

The third zone is the last one. There you receive your order, a smile and a wish for bon appetit.

Easier than you can imagine! It is especially pleasant that both the classic McDonald's and Makavto have an absolutely identical menu, which means that you can choose a dish you have long loved without breaking your head. If you decide to try something new, the employees will always advise you. And they will advise that it is better to take it for a large company, for children or if you do not eat meat.

Motorists will appreciate that Makavto entry and exit are equipped with easy navigation, detailed road signs and good asphalt. Three small stops - and your breakfast, lunch or dinner is already in your hands!

Please note that 2 vehicles can be serviced at the same time. Hungry? Ride the Macauto! Welcome to and. Bon appetit!

A few months ago, we reported that self-service terminals appeared in the Kiev McDonald’s on Osokorki. Soon, such terminals were also installed in the institution on Levoberezhnaya. It was there that our special correspondent tested the new devices.

First of all, it should be noted that self-service terminals at McDonald's are double, you can work with them from both sides at the same time. Thus, 4 people can use them at once, independently of each other (one terminal temporarily did not accept orders that day, however, there was a manager in the hall who could accept an order using a regular tablet).

The terminal menu is presented in three languages, and for people with disabilities there is an opportunity to lower the menu below. It may also be helpful for children.

You can pay for the order after placing it at the checkout (by card or in cash), but it is more convenient to do it directly at the terminal using a contactless payment card. This option will be discussed further.

Working with the terminal raises no questions, the menu is simple and clear, and the screen instantly responds to pressing.

For work, a MasterCard PayPass contactless card was used, which made it possible to speed up the ordering process even more. By the way, you can pick up your order at a specially designated window - you don’t have to stand in a general queue. I am glad that the company thought about such seemingly trifles.

In the process of making a payment, there were slight inconveniences caused by the fact that it can be problematic for a tall person to accurately hit the bank terminal with a card from below, at an angle. However, at the same time, this location of the POS-terminal is more convenient for people with limited mobility (for example, in wheelchairs). So the issue is debatable.

According to the press service of McDonald’s Ukraine, on the first day of operation of the terminals in the restaurant on Osokorky metro station, about 15% of orders were accepted through them. The indicator of orders using self-service terminals is growing slowly but surely: over the past weekend, 19% of orders were accepted at the restaurant on the Livoberezhnaya metro station.

Summing up, it can be noted that the use of such a novelty in McDonald’s restaurants saves time and causes positive emotions, thanks to self-placement of an order and payment with a contactless card.

What is McDonald's Auto? These are the same establishments of the network, like any other restaurants in most cases, but which, in addition, are aimed at customer service, by car. Windows with a similar distribution are called MakAuto. Although this is also a controversial statement, there are also names like MacDrive and even AutoDistribute (the latter is more slang for McDonald's employees).

Most of the MakAuto operating in Russia are located within the Moscow region, they operate, as a rule, around the clock with a short break for shift changes from 05:00 to 06:00, but more on opening hours later. To date, more than 43 AutoDistributions have been opened in Moscow, not counting the regions where there are still several dozen.

Today we’ll talk about how such a service works, how to use it, are there any differences in the proposed menu or not?

How to use MacAuto?

How to use MacAuto?

This question is often asked by newcomers who are just getting acquainted with the offers from McDonald's. In fact, there is nothing complicated in using a convenient service.

The procedure for buying a dish is arranged as follows:

• First, a person drives up to the order counter, where, in a conversation with the operator or through a touch screen, he selects the desired items from the menu (as a rule, information stands with the most popular dishes are also located near the counters).
• The operator accepts the order and invites the customer to proceed to the next counter.
• As a rule, while a person overcomes several meters, his order is prepared and sorted, and when he arrives at the next window, all that remains is to pay.
• There are several options, convenient cashless payment or cash payment, whatever you want.
• Further, the distribution employee issues a packed order and a check, after which the client follows to the exit.

As you can see, there is nothing complicated, sometimes it is much faster to get an order by car than in a queue in the restaurant hall itself.

If there are difficulties, support staff is always ready to listen and answer the question.

McAuto menu: what's the difference?

The menu at McDonald's practically does not differ, not only depending on the form of service, but even in different countries, the difference in the assortment is the most minimal. The main difference in the menu is the cost of dishes, it can vary depending on the locality.

Otherwise, McDonald's Auto customers can count on the same positions:

• McBreakfast.
• Happy sweet.
• Sandwiches.
• Salads.
• Dessert.
• Potato.
• Beverages.
• Sauces.
• Tea and coffee.

MakAuto Addresses

How to find the nearest McDonald's restaurant aimed at serving customers by car?

On the official website of the network there is a special section - “Addresses or Restaurants”, it contains complete information about what kind of establishment the institution is focused on serving cars or visitors in the hall, and possibly two in one.

For example, by setting the filter so that it shows only McDonald's Auto on the map in Moscow, you will receive information about more than 40 car service cafes.

Mac Auto working hours

If we talk about the regions, then the work of the Mac Auto service is usually limited there from 07:00 to 00:00 on weekdays and weekends, while in Moscow most of the Mac Auto “points” operate around the clock. The only requirement is a technical break of one hour, often between 05:00 and 06:00 hours.

In any case, you can find out how the restaurant you are interested in works, its working hours can be found there, in the "Restaurants" section, by clicking on the desired institution.

0 0

McDonald's has long moved to the "auto" format. Now you can have a bite not only tasty and nutritious, but also as quickly as possible, literally without leaving your car. How to do this, we will describe below.

Modern realities are such that every minute counts. Time has become humanity's most valuable resource. And, when there is no opportunity to dine at home, many choose McDonald's. McDonald's fast food chain has long established itself as a place where you can eat nutritious, tasty, inexpensive and fast. In total, more than 500 enterprises of the company are successfully operating in Russia today, and in our city, where the population is slightly more than 280 thousand people, there are 4 McDonald's, 2 of them with the Makavto concept, which work around the clock (except during technical breaks).

So, what is Makavto? This is an opportunity to place your order, pay and receive it without leaving your car. By the way, you can dine there - the glasses are placed in reliable coasters,...

0 0

Everything about McDonald's in the format of everyday history!

At the end of the next working day, Maxim Utin was very hungry and therefore angry. The absence of a microwave oven in the office and the monotony of the menu in the dining room made the situation even worse.

But Maxim Vsevolodovich quickly came up with a way out:

“Fast food,” Utin said slowly, savoring each letter. The uttered phrase had only one meaning for him: “You need to get to McDonald's.” McDonald's in Moscow

The young man, while still a boy, Maksimka, attended the opening of the first fast food restaurant in Moscow. It happened in 1990 on Pushkin Square. On January 31, Maksimka failed to count how many hamburgers he ended up eating and how many people failed similarly. The appearance of McDonald's in Russia was not without reason entered into the Guinness Book of Records: the restaurant overcame all existing boundaries in terms of the number of visitors per...

0 0

Despite statements by several international chains about their readiness to open drive-through restaurants in Russia, Makavto remains the only working concept in this format so far. Last year, McDonald's began to improve the Makavto system: now drivers' orders will be accepted through terminals. FoodService talked about innovations with Karina Pogosova, Vice President of McDonald's. Article author: Yulia Matveeva

Karina Pogosova was born in Moscow. In 1992 she graduated from the Moscow Aviation Institute. In 2007, she received an MBA from the University of California. She began her career at McDonald's in a restaurant on Pushkinskaya Square in January 1990. In 1993, she became the director of Russia's second McDonald's restaurant on Ogarev Street (now Gazetny Lane).

In 1997, Karina Pogosova was appointed director of production for the McDonald's chain. In 1998 she received the medal "For Services to the Fatherland"

0 0

It seems like it was recently. My friends and I came to the Lira cafe, which is near the Pushkinskaya metro station (Moscow, Russia), and ordered our favorite dish, Chakhokhbili, which Uncle Misha cooked superbly. And, enjoying delicious food, leisurely talked about this and that. In the late 80s of the last century, fate scattered us, literally, around the world. And to our country came ... "McDonald's".

In 1988, an agreement was signed between "McDonald's Restaurants of Canada Limited" and the Main Directorate of Public Catering of the Moscow City Executive Committee to establish a joint venture "Moscow-McDonald's". Bearing in mind that we like to harness for a very long time before moving off, few believed that this document would be implemented so quickly. And, passing by Lira closed for repair and reconstruction, we only sighed, not hoping for a new catering establishment to open soon.

And, frankly, I was a little taken aback when I received an invitation to a press conference leading up to...

0 0

Few people know that the MakAvto restaurant is the same age as Generation X. The first McAuto restaurant was opened in 1975 in Sierra Vista, Arizona. The McAuto service format came to Russia 6 years after the opening of the country's first McDonald's restaurant. In 1996, the first enterprise of the network for motorists was launched in Moscow on the Leningradskoye shosse.

Today, more than 230 enterprises with the McAuto concept operate in Russia, and we can say that for the upcoming 20th anniversary of McAuto in our country, McDonald's will fit not only fully armed, but also with extensive plans to develop the food on wheels format. ". When everything was just beginning, there were many doubters in Russia - are domestic motorists ready to eat without leaving the car? But time has shown that there are no grounds for doubt: Russian motorists fell in love with MakAvto for convenience, quality and speed of service, and of course, for round-the-clock operation!

"MakAuto" is fast, simple and modern. It's nice that...

0 0