Operations and Supply Chain Management, 9th Edition WileyPLUS Registration Card + Loose-leaf Print Companion
Operations and Supply Chain Management, 9th Edition WileyPLUS Registration Card + Loose-leaf Print Companion
9th Edition
ISBN: 9781119371618
Author: Roberta S. Russell
Publisher: Wiley (WileyPLUS Products)
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Chapter 5, Problem 2.3ASC
Summary Introduction

To explain: What was most in need of revamping – the product design or the service design. Explain how both designs support WP’s company vision.

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The fastfood industry in the United States has typically used drive-through windows to increase profitability. With 65% of fastfood revenue derived from drive-through windows. These windows have become the focal point for market share competition among fastfood outlets such as Wendy's, McDonald's, Burger King, Arby's and Taco Bell. Even chains that did not use drive-through windows in the past, such as Starbucks and Dunkin' Donuts have added them to their stores. Production technology changes have included the use of separate kitchens for the drive-through window, timers to monitor the seconds it takes a customer to move from the menu board to the pick-up window, kitchen redesign to minimize unnecessary movement, and scanners that send customers a monthly bill rather than having pay at each visit. Now, in an attempt to cut costs and increase speed even further, McDonald franchises have tested remote order taking. It takes an average of 10 seconds for a new car to pull up to a…
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Operations and Supply Chain Management, 9th Edition WileyPLUS Registration Card + Loose-leaf Print Companion

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