Why has Inspire Brands's Arby's drive-thru service experienced a 15% increase in average wait times over the past month?

Introduction

Arby's drive-thru service experiencing a 15% increase in average wait times over the past month is a significant operational challenge that requires immediate attention. This issue directly impacts customer satisfaction, operational efficiency, and potentially, revenue. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a seasonal factor. Has there been any significant change in customer volume or patterns compared to the same period last year?

Why it matters: Seasonal changes could explain increased wait times without indicating an internal problem. Expected answer: No significant change in customer volume or patterns. Impact on approach: If true, we'd focus more on internal factors rather than external demand shifts.

• Considering potential system changes, have there been any recent updates to the POS or order management systems in the drive-thru?

Why it matters: System changes often lead to temporary disruptions that could explain increased wait times. Expected answer: A minor update was implemented two weeks ago. Impact on approach: If confirmed, we'd investigate the update's impact and potential rollback options.

• Thinking about staffing, has there been any notable change in employee turnover or training programs recently?

Why it matters: Staff changes or training issues could directly impact service speed. Expected answer: Turnover rates have remained stable, but there's been a delay in the regular training schedule. Impact on approach: We'd focus on expediting training and potentially implementing temporary support measures.

• Regarding menu changes, have there been any new items or promotions introduced in the past month?

Why it matters: New menu items or promotions can increase order complexity and preparation time. Expected answer: A new limited-time offer was introduced three weeks ago. Impact on approach: We'd analyze the impact of the new offer on order times and consider adjusting or simplifying it.