In an industry that is dependent on interactions with individuals, it is tough to believe that aspects of the industry can be outsourced. This is especially true when it comes to some of the most personable parts such as the person you talk to when you drive up to a drive thru window. However, one company is testing the limits to this theory.
McDonalds announced two years ago that the company would try a new system in which the person who takes the order at the drive thru would be located at a central location off the premises. This idea came due to studies that show that in most cases, an order is screwed up by the person taking the order and not the one giving the order.
It will be interesting to see if any other companies will be doing likewise since it does add to the cost of the operations of running a drive thru. However, in an ever growing need to appeal to customer satisfaction due to the plethora of different companies for customers to go to, companies need to stand out in any way possible and if that means never getting an order wrong then that will be their distinction.
http://www.cbsnews.com/stories/2005/03/11/national/main679730.shtml
This post is very interesting! One would never think that a company that relies on employe and customer interaction/satisfaction would outsource that very experience. As mentioned, it will probably add to costs; however, will it add to the value of the McDonald's product? If so, then it very well may be worth it.
ReplyDelete-Laura Iaffaldano
I cannot imagine outsourcing the person that takes orders at the drive through window. As Laura said if it adds to the value of their product then it may be worth it. How communicating an order to a person that is even further away increase the chance of getting the order right?
ReplyDelete~Nia McCarhty