Hold the onions! Panera works to quell rage of wrong orders
NEW YORK (AP) — Panera wants to eliminate one of the biggest scourges of eating out — bungled orders.
The devil, as they say, is in the details, particularly when it comes to all the adjustments people want for the sandwiches and salads on Panera's menu.
[...] the requested additions and subtractions are only increasing as Panera works to give people more ways to order.
At stores that have undergone the transformation, customers can order online, on their phones or on kiosks in stores.
[...] in the current quarter, sales are up 6.4 percent, which Panera says is a testament to its digital transformation.
When an Associated Press reporter visited a Panera in New York City last week, a side salad arrived with quinoa, despite a request to keep it off.
In restaurants that have undergone the transformation, you mentioned employees have to press a button on their work stations to confirm if an order was modified.
[...] we list the full ingredients in the sequence they're supposed to be assembled.
When I hand it to that quality control person behind the counter, they ask, "Bacon Turkey Bravo, extra onion, right?" So there is verbal confirmation of every change.
The "expediter" on the other side of the counter is once again confirming that everything in that order is correct.
By decreasing the error rate, you actually increase the speed of the line.