The Efficiency Playbook for Food Service

How to Improve Operations and Keep Customers Coming Back

Estimated Read Time: 3 Minutes

The landscape of food service is rapidly evolving. Traditionally known for quick service offerings, modern food service operations (we're talking convenience stores, QSRs, fast casual and even full-service dining) are now embracing more dynamic approaches, including make-to-order food, drive-thrus, and digital ordering. This shift poses unique challenges, requiring a balance of operational efficiency and exceptional customer service. One leading convenience store chain turned to us for a transformative operations overhaul to meet these demands, aiming to enhance their operational efficiency without sacrificing the quality experience that had earned them a loyal following.

Related: Stepping Up the Food Experience in C-Stores

At WD Partners, we specialize in providing customized operational solutions tailored to the specific needs of our clients. For this convenience store chain, we flipped the script by overhauling their traditional model, enabling them to function more like a quick-service restaurant (QSR) or fast casual brand. This transformation not only improved efficiency and sales but also maintained, and even enhanced, the quality and customer experience.

What made it even more unique was that this operational model was developed to not only be rolled out into new prototypes and store designs, but also rolled back into the existing fleet of stores as a remodel program.

We conducted extensive data collection to understand the entire customer experience, tracking everything from order time at kiosks to food and beverage wait times and overall time spent in the store. In the kitchen, we analyzed the time from order receipt to packaging, breaking down the assembly process and identifying delays. Our labor study observed employee tasks and identified periods of idleness, while a bottleneck study focused on equipment and area utilization.

The data revealed several key opportunities for improvement. By reconfiguring the store layout, upgrading workstations and equipment, integrating advanced technology, optimizing labor deployment, enhancing customer areas, and refining the menu offering, we could significantly boost operational efficiency.

Our work demonstrated improvements in labor utilization, increased throughput capability, faster service times, and a more consistent customer experience across all fulfillment modes and order types.

Through heavy testing and innovation simulations, this transformation has proven to not only meet but exceed the chain’s goals, setting a new standard for efficiency and customer service in convenience retail.

We understand that each business has unique needs and challenges. Our team of experts is dedicated to providing tailored solutions that drive efficiency, enhance customer experience, and boost profitability. If you’re ready to transform your operations and achieve remarkable results, contact us today to learn more about our comprehensive operations services.