An operational excellence example: Mad Radish

Salade repas

Today, I will illustrate several concepts of operational excellence, as can be seen in application in a fast-food restaurant: Mad Radish. I visited the downtown Ottawa branch. This is a nice example of well used tools. Mad Radish offers a healthy fast food service: salads meals.

Standardization and simplification

The menu is reduced. Anyway, customers do not like to have too many choices, and that slows down the queue. It is always possible to make a salad on request. But both the number of ingredients and the salad proposals are limited. In order to speed up the payment process, Mad Radish made the choice to be cashless. It is therefore possible to pay only by credit or debit card. No money management, no need either to count the cash and go to the bank to deposit it. In 2018, it is a choice in the era of time, especially as customers in this sector are all workers, all of whom have mobile applications to pay for their purchases.

How many menu or payment option do you offer to your customers? Does-it take long to explain the different options? How long take customers to choose?

Capacity management

The key success factor of a fast food restaurant is speed. For busy customers, the restaurant offers a grab counter and a special line to pay for these salads prepared a few hours in advance. The double file concept is applicable in all service companies. Customers who have simple and fast requests do not like to wait behind those who have long requests. On the contrary, a person who knows that his request will take time agrees to wait longer. So you can identify long and fast transactions and separate your queues to treat each customer according to their acceptable waiting time. This time varies according to the customers of course, but especially according to the type of request that they have.

Visual management

The two lines are of course identified so that the customers know where to go. Finally, in order for customers to dispose their trays correctly, bins are particularly well documented. Each object or food sold is imaged exactly where it should be placed. Like a picture is worth a thousand words. It’s clear and customers are helping to reduce the operating costs of the restaurant.

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