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I couldnt allow this opportunity to go by to showcase my favorite fast-food restaurant: Chick-Fil-A. Few people can argue that when it comes to fast-food restaurant drive-thru efficiency, Chick-Fil-A sets the standard for all others. But how exactly do they make this workflow run so efficiently? According to Jared Solid, former leader of their drive-thru innovation team, The drive-thru experience is all a game of seconds. Its about putting the right people in the right places to shave off unnecessary time (Ward, 2017).

Chick-fil-A is known for its face-to-face ordering system. For those of you who are unfortunate enough not to have a Chick-fil-A near you, when you pull into the drive-thru line, and it is your turn to order you are greeted by a team member with a tablet in their hand. The team member will take your order, read it back to you to verify it, take your payment, direct you as to which car to follow, the customer says thank you, the team member says, my pleasure, and then moves to the next car. Using the face-to-face system allows team members to move customers through the drive-thru line more quickly than when they use the speaker to order (Dickens, 2021).

The information entered in the POS on the tablet is transmitted to the kitchen to begin preparing the customers order. The description of your car that was entered is communicated to the team members at the window, so they know which order to give you when you make your way to the drive-thru window. With the onset of the Covid pandemic in 2020, Chick-fil-A was forced to close its dining room throughout the country. The drive-thru innovation team modified their POS to include curbside pickup and delivery options in addition to adding multiple drive thru lanes (Dickens, 2021). They also began to collaborate with Doordash, Uber Eats, Grubhub, and Postmates to offer delivery. Customers also have the option to place their order in the Chick-fil-A app and choose how they would like to receive their order. Chick-fil-A takes drive-thru process seriously as it accounts for about 60% of its business pre-Covid (Digital Food and Beverage, n.d.). So seriously in fact that they have a mock drive-thru at their Headquarters in Atlanta that allows them to test any to-be workflows before they are implemented (Dickens, 2021).