Business Process Breakdown

Posted by admin on September 13, 2008 under Process Improvement, Rants | Be the First to Comment

Okay, I need to rant today. As business people, we all know we are supposed to execute business processes that are of value to our customers – processes that do not cause additional work or hardship.

 

Most of us can think of examples where we’ve been let down; however, there is one industry, and one process in particular, that is driving me so crazy I need to call it out: Drive-thru fast food restaurants that pack “to go” bags with napkins on top of the fries.

 

Okay, this may sound petty, but I’ve actually conducted a non-scientific study into this phenomenon. (Okay, I know we’re all supposed to be eating healthier, but there are times when that’s just not possible. How many times have you found really healthy food at a fast food restaurant – especially something you can eat while driving?)

 

As part of my study over several weeks’ time, I went to several different fast food restaurants. As much as I try to avoid it, I usually end up ordering “Number X” – which, of course, comes with french fries. Inevitably, at every one of these fine establishments, the server packaged the napkins on top of the fries, thereby getting grease all over the napkin and rendering it useless. Now, how am I supposed to be neat when eating driving my car? Do they really want me to get grease all over my clothes?

 

While I’ve learned to ask for extra napkins so I can throw out the ones they put in my bag, this is a really ridiculous business process – and every one of the major fast food restaurants does this. Who told them this is a “best practice”?

 

Companies need to learn to look at what they are doing from a customer perspective. What best practices do you have that are getting grease all over your customers’ fries?