Self-Service Terminal Order Entry Rate Control
Find Innovative SolutionsGenerate Solutions
Solution Overview
Problem
Self-service terminals in quick service restaurants often enter orders at a rate higher than the kitchen's capacity to prepare them, leading to long wait times and a negative customer experience due to increased preparation mistakes and product waste.
Innovation Solution
The system dynamically modifies the customer order entry process by increasing the time customers spend at self-service terminals through additional interactions and information, such as promotions and loyalty program enrollment, when the kitchen is overwhelmed, thereby reducing the order entry rate and keeping customers engaged, thus reducing the workload on the kitchen.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If self-service terminals operate at high speed to quickly enter orders, then order entry efficiency is improved, but customer wait time increases and kitchen capacity is exceeded
Solution Approach 1:
The system dynamically adjusts the order entry process based on real-time kitchen capacity conditions. When kitchen capacity is exceeded, the system modifies the order entry process to include additional interactions that extend the time customers spend at terminals, thereby reducing the order entry rate to match kitchen preparation capacity.
Solution Approach 2:
The system changes the parameter of order entry time by introducing additional interactions and information display during the order entry process. This modifies the time parameter from a fixed fast-track to a variable duration that adapts to kitchen capacity conditions, reducing order entry rate when necessary.
2Productivity
If self-service terminals increase order entry rate beyond kitchen capacity, then more orders are processed per unit time, but preparation mistakes and product waste increase
Solution Approach 1:
The system continuously monitors kitchen capacity and provides feedback to modify the order entry process. When kitchen capacity is exceeded, the system adjusts order entry parameters to reduce the order entry rate, preventing preparation mistakes and product waste that result from operating beyond kitchen capacity.
3Productivity
If additional interactions are added to extend customer order entry time, then order entry rate is reduced and kitchen workload is alleviated, but customer experience may be negatively affected
Solution Approach 1:
The system converts the potentially harmful effect of extended customer wait time into a beneficial experience by providing additional information and interactions during the order entry process. These additional interactions, while extending time, engage customers and provide value, transforming what would be pure waiting time into an enhanced customer experience.
Data Source
AI summary
An apparatus, system and method are presented for controlling the flow of customers using self-service terminals. It is possible for self-service terminals to receive and process customer orders faster than the orders can be prepared for delivery to the customer thus causes long wait times for the customer if the condition is allowed to exist for an extended period of time. Controlling the flow of customers through the order entry process prevents the situation.