Someone that attended my high school is currently the manager of a McDonald’s franchise in St. Louis. Among other things, he brought up the fact that his compensation and opportunities for advancement are tied to the speed at which orders are filled. There is a screen that appears for the McDonald’s workers to see after a customer places an order, and a McDonald’s worker presses a button to signal that the order is completed. This is how the company manages efficiency. The logic is that customers served within three minutes of placing their order will be happier and more likely to return than if the order takes six minutes.
But this system is not a perfect substitute. It doesn’t actually measure the time it takes a customer to receive an order, but rather, the speed at which a McDonald’s employee can press a button. Like anything else when the incentive … Read the rest of this article!