Case Example: Declining sales and profits at Panera Bread Company motivated managers to study the cause of the problem. They were surprised to find the issue was the long wait times—averaging about eight minutes to place an order—that often resulted in incorrect orders. The solution was to enable online ordering and self-ordering kiosks, but these innovations also led to more customization. Additional changes in workflow procedures and kitchen display systems were required. In short, addressing the problem required dozens of small, interrelated changes. Wait times, however, have been reduced to an average of one minute.
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