NU6 2 - What pisses you off at the mall?

Hi Prof Jorge,

Below is my second NU6 idea.

Regards,

Gerry

What pisses you off at the mall? What do you suggest?

Long lines, this is what pisses me off at the mall. There are specific stores in the mall that have long line almost all the time. These are fast food outlets such as Jollibee, KFC, Chowking and Mcdonald and restaurant like Pancake, Shakeys, Pizza Hut and Max Fried Chicken. There is that one time where you will experience that irritating moment where you feel you need to shout at the people to hurry up.

One time I was in a lane at a fast food outlet with three counters that are all full. I was on the seventh row after I counted the number of customers from the cashier. After 20 minutes, the customer in front of me was now at the cashier. Instead of telling the cashier what she will order, she went through the list of all the food items on menu, does not decide until five minutes are over. Finally she decided to buy a value meal.  What! We have been waiting for about 20 minutes and she did not even bother to check what she will order. This long line would even double on holidays such as Christmas or at the beginning of school year. If you want to be comfortable and do not want to experience these long waiting lines, then you go to expensive dining restaurant where customer satisfaction is part of what you're paying. Just make sure that you have enough cash to pay for this premium service. But for those who can not afford this expensive place, something must be done to improve the process.

If you have been to BPI bank, they have improve there customer waiting time in line by putting electronic machine where clients input there transaction and the machine will provide you with your queue number which specify your completed transaction. As your number is called, the teller already knows what your transaction is and a few seconds more and you're finished.

My idea is to install a pre-order system electronically like the system of BPI. Fast-food outlets can install a number of machines where customer key in there order and comes out a queue number. Once your number is called, you pay to the cashier and your order is done. No more waiting in line. It is like automating the order system and improving cycle time. In restaurant, each table can be installed with an "ipad" like machine where customer key in there order. Once completed, the waiter can approach you and confirm your order.

There are many advantage from this, faster cycle for ordering process, less waiting time from customer, no idle time from restaurant waiter or crew. Interaction with customer is still present because order will still be confirm personally. Installed gadget on tables can be use for promotional activity or attraction for target customers such as kids and teens. It's like real time-on line ordering system. 4