Bloomberg BusinessWeek

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More Kiosks, Fewer Cashiers Coming Soon to Panera
Bloomberg BusinessWeek

Panera —which has struggled with slow speed at its restaurants— has decided that the best way to quicken service and improve accuracy is for customers to bypass the cashier. As airports and convenience stores slowly train consumers to check in, or out, on their own, Panera’s rolling out a new store design where customers order on their phones or at kiosks. Rather than customers stand around and wait for their order in front of the counter, a server brings their order to them, sans gratuity.

Customers will soon be able to punch in orders themselves, though if they’re traditional, cashiers will still be available. This shifts the pressure to the kitchen to get their orders right, especially as this sort of ordering encourages more customization (with the push of a button customers can get extra cheese on their sandwich, or hold the avocado on their salad).

“The dirty little secret in the food industry is one in seven orders is wrong,” Panera Chief Executive Ron Shaich said in an interview. “We’re one in ten, a little better than average. Half of those inaccuracies happen during order input.”

Vous pensez qu’augmenter le salaire minimum est une bonne chose? L’industrie du fast-food est déjà en train de s’adapter en adoptant la technologie nécessaire pour réduire le nombre d’employés. Be careful what you want, you may get it