Chaotic Waiting Lines - McDonald's (School Project)

1. 1. Clarifying the Problem

1.1. During busy periods, waiting lines get crazy

1.2. Lines create frustration between customers and high tension

1.3. Customers so worried about line that they forget to look at the menu and aren’t prepared once they reach the register causing longer wait

1.4. High tension and wait ruins overall experience and will effect sales in the long run

2. 3. Evaluating the Evidence

2.1. Most of the information gathered above comes from self-observation

2.2. The only down side considered is that a structured line waiting system might have a negative impact on visual people that will automatically interpret longer lines as to much time to wait

2.3. However, it shouldn’t worry them once they realize that this will improve wait times

2.4. It is very common in the industry because it is effective and it works

3. 2. Gathering Information

3.1. Similar restaurants have waiting lines with rails to avoid this issue – Wendy’s, Burger King

3.2. Most customers are on a time restriction during lunch hours (peak times) and require efficient in and out times

3.3. Banks and Airlines also have organized waiting lines that are either organized by rails or elegant rope.

3.4. The majority of business with high volume of customers at different times of the day have organized waiting lines with some type of rail.

4. 4. Considering Alternatives and Implications

4.1. With such fierce competition, something must be done to stay competitive and maintain/improve sales

4.2. In order to get time restricted customers in and out, it makes sense to implement effective line waiting structure

4.3. We can always monitor sales and surveys to see if our customer base responds positively to this update

4.4. Requested call to action: begin implementation of effective line waiting structure in certain locations and if positive, implement across the board