This has been in practice since at least 2003 - here's a newsletter I wrote my clients on the topic in February of this year:
Market Intelligence - February 2005
"Finally, Fast Food Over the Internet"
In my consulting practice, clients depend on me to help them "find new ways to do things" and I am always on the lookout for examples of companies doing things differently (or doing different things). I find that stories of "other people" coloring outside the lines can spur my clients to think of ways they can take similar steps in their operation. When we see someone else do something out of the ordinary, it gives us permission to break the rules, too.
So - imagine my delight at reading of a new application of technology being employed by fast food restaurants. High tech and fast food - two of my favorite things.
Savvy fast food operators have started using broadband Internet connections to set up remote order-taking centers. At fast food drive-ups all across the country, hungry folk are giving their orders to an order-taker sitting in front of a computer screen on the other side of the country.
A McDonald's franchise owner started using the concept in 2003 at his 15 Colorado stores and Hardee's, the St. Louis-based burger chain, began a test in December of 2004. The Dallas Morning News says Pizza Hut and Chuck E. Cheese are migrating local telephone calls to national centers. One firm even provides phone center people with information on landmarks near each store so agents can answer questions from local callers.
So - what can you do with this?
I could suggest that you "look for ways to apply technology in a similar*manner*in your business." But that would be far too easy - and obvious.
Here is what I want you to do - At your next staff meeting, share this story with your managers and ask these questions:
1 - What is motivating restaurant owners to install this new technology? Is it a way to lower labor costs? Improve customer service? Reduce errors? Something else?
2 - What other business models could make use of an idea like this?*
3 - Are you surprised that fast foodies are doing this? Is there someone in your industry who might be the next to try a similar application?
The purpose of the discussion is not to examine the fast food industry or to marvel at a new use of technology. I want your team to "practice the future." I find that organizations who collectively spend time imagining what the future might look like are much more able to contend with change as it develops around them.
Let me know how it goes.
Jim Seybert
http://www.jimseybert.com
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