Congestion in the Ordering

Queue at the Chick-Fil-A on

UNCCs Campus
Dallas Sanchez

ABSTRACT
This proposal aims to solve the high wait times at the ChickFil-A on UNCCs campus through the adaption of self-service
checkout kiosks. It examines the forecasted effects of
increasing ordering points and decreasing employees
needed as cashiers. It examines the possibility of using iPadbased kiosks and includes a discussion of the relevant costs
and a possible time schedule.

Memorandum
TO: Dr. Robert Arnold
FROM: Dallas Sanchez
DATE: March 24, 2015
SUBJECT: Congestion in the Ordering Queue at the Chick-Fil-A on UNCCs Campus

Almost anyone who has tried to order food at fast food restaurant at peak meal
times has experienced the frustration of long wait times before they even get to order.
This is noticeably bad at the Chick-Fil-A on campus at UNCC where you can know when
classes have let out by the 50 person line for food. My proposal aims to fix that issue.

Problem
Nobody wants to wait in line when they go to a fast food restaurant. The long
wait times make it almost always impossible to get food there in the 15-minute break
between class blocks. The stores very success is removing its convenience to customers.

Objectives
The objectives of my solution are to lessen the congestion in the ordering line and
quicken food delivery to customers through improvements in the ordering process.

Solution
My solution to this problem is mainly focused on the adoption of self-service POS
(Point-Of-Sale) technology. By increasing POS locations while decreasing labor needed
for sales, you can increase the number of customers ordering per minute and accordingly
increase the labor in the kitchen and behind the counter to serve customers quickly. Use
of self-service POS systems in restaurants has shown to reduce wait time and also
increase order accuracy (Francella 61-66).
However what I propose is not a total overhaul, the classic employee-manned
station would remain. What I suggest is a split of 2 classic ordering points and 5 selfservice stations/kiosks. That would bring the total number of POS points to 7, two more
than the current 5 that is run during peak times, enabling 5 more orders per minute
(assuming an average order time of 24 seconds). That would decrease the wait time of a
50-person queue by 10 minutes. However it would also free up three employees to help
ease the kitchens increased workload also aid with delivering food to customers. During
slow periods only one classic register could be left open and manned to help any
customers requiring assistance, reducing labor costs while maintaining a high order
capacity.
There are several ways to approach the kiosk solution, I decided to use an iPadbased solution because Chick-Fil-A already has an app for iOS to take customer orders
and it is much cheaper to buy iPad stations than specialized touchscreen kiosks. (Mueller)
2

By making use of the app already developed this solution would be able to be
implemented with only the costs of equipment and installation and very little employee
training.

Schedule
March 24th, Order equipment.
Est. Shipping time: 2 Weeks.
April 8th, Prepare equipment and employees.
Est. iPad setup time: 2 hours.
Est. Training time required: 1 hour of all management.
April 12th, Install and test kiosks.
Est. Installation time required: 3 hours.
Est. Testing time required: 1 hour.
April 13th, Launch.

Qualifications
I know the operations of Chick-Fil-A restaurants fairly well as I was an employee at
one for nearly 1.5 years, I worked in the kitchen and know firsthand how quickly food
can be produced, although this Chick-Fil-A has a more limited menu so food can
probably be produced even faster than I have experienced.

Cost
IPad Stands: 5 x $134 = $670 (Curved IPad Kiosk)
IPad Airs: 5 x $400 = $2000 ("Apple Store.")
Training labor: 1 * 6 * $15 = $90
Installation labor: 4 * 4 * $12.50: $200
Installation needs: $40
Total: $ 3,000

Conclusion
It is clear to see that this is a problem that needs solving, and short of opening
another Chick-Fil-A my solution will be most effective in remedying the problem. In a
month and for less than $3,000, Chick-Fil-A could be transformed into a more modern
and more convenient place to eat through use of self-service checkout kiosks.

Annotated Bibliography:
Francella, Barbara Grondin. "Keen On Kiosks." Convenience Store News 43.15 (2007):
61-66. Business Source Premier. Web. 24 Mar. 2015.
This article published in Convenience Store News by senior editor Barbara Grondin
Francella examines the success of kiosks in the food service industry and features
interviews from two different businesses making use of the technology, MAPCO Express
Inc. and Ruttlers. MAPCO Express noted the usefulness in their kiosks as a bilingual
solution, and discussed their use of kiosks with their GrilleMarx menu, finding it a good
fit for their customers custom orders. Rutters found their kiosks more successful than
anticipated, and now use them in 75% of their stores. They also discuss other important
aspects such as menu design and kiosk placement.
I would use this source to demonstrate the effectiveness of kiosks in the food service
industry.
Mueller, Eleanor. "Chick-fil-A Launches Mobile Payment Option." USA Today. Gannett,
09 Dec. 2014. Web. 24 Mar. 2015.
This news story discusses Chick-Fil-As iOS ordering app, detailing its functionality and
rollout plan
This source will be used to show that the Chick-Fil-A app could be used as a kiosk
interface

"Curved IPad Kiosk Display for Retail Stores, Aluminum, Covered "Home" Button, For
Apple 2-4 and Air, Floor Standing." Amazon.com: : Computers & Accessories.
N.p., n.d. Web. 24 Mar. 2015.
This online listing for iPad Kiosk Displays details their uses and functionality as well as a
$134 price tag.
I use this source in the calculation of estimated costs and could use it further in discussed
the details of the kiosks.

"Apple Store." Apple Store. Apple, n.d. Web. 19 Mar. 2015. <http://store.apple.com/us>.
This online store advertises the price of iPad Airs at $400.
I use this source calculation of the estimated costs.