alt Hacker NewsIt keeps getting worse, too, because everyone in the store is heavily evaluated on the KPI of 'time to serve an order.' But except for drive-thru, the staff control the timer. If you delete the order off the screen, the computer that does all the metrics thinks you've served it.
So of course they delete the orders as soon as humanly possible, relying on the printouts stuck randomly around the kitchen to try to keep track, and now anyone in the management chain who does care about actual service time is completely blinded to how well or poorly they're doing. Even a manager who is out there helping, and can plainly see how slow they are, still knows the metrics are meaningless so it's hard to track progress towards improvement.
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That’s also why they have you pull out of the drive thru to one of the waiting zones even if there’s no one in line behind you. It lowers their “time in drive thru” metric and I guess they aren’t currently measuring time waiting in a parking spot after or it’s a less important metric for the franchise
Wow, that explains why my order number mysteriously disappeared from their “now serving” screen even though I went at a time when the restaurant was empty.
>If you delete the order off the screen, the computer that does all the metrics thinks you've served it.
I've noticed this at other restaurants too and have debated emailing corporate when it happens (since I'm guessing the manager of the restaurant also is on board).
It's not that I don't get _why_ they do it, but it just compounds the problem. Corporate will see the stats and go 'oh X employees is enough at Y hour' despite 10 people waiting for their order since it said complete.