COD Customer Order Display

Transcription

1 COD Customer Order Display Order Display Screen Speaker Box The screen saver mode activates after 10 seconds a transaction is finished. A transaction is displayed in the COD screen after 2 seconds from entry in the POS Order Taker can not leave the station when COD is in use Font color codes and order sequence in Drive thru KVS and MFY S 1 and S 2 KVS are the same: White 1 to 15 seconds Yellow 16 to 75 seconds Red 81 to 999 seconds It is the Presenter who monitors and calls the attention of the Drive thru team on service times. Font color codes and order sequence in the COD are as follows: Light blue Hot/Cold Drink Light blue Shake White Entrée White - Spaghetti Yellow Chicken McDo Light green Sandwich Light yellow Fries Light yellow - Hash Browns White Hot desserts White Cold desserts White Non-product Items Australia: August 2006 Philippines

2 COD Benefits The Customer Order Display (COD) is an effective tool for targeting service speed and order accuracy and providing the ability to more frequently achieve maximum car capacity. COD is part of our operating platform for MFY restaurants, however it is also beneficial for grill direct restaurants where routing is also utilized for deli choices and any other products selected. The associated benefits of a Speaker Box COD include: Ability to separate order points and cashier for every car. Provides the customer with a visual confirmation of their order. Allows for the order to be initiated earlier in a Made For You cooking platform and Made For You products. Eg Deli Choices and toast. Provides better flex capabilities than tandem or Face to Face. A COD operation has optimum capacity of 145 cars per hour. A well designed and correctly operated COD Drive Thru allows for more frequent achievement of maximum capacity. The following recommendations will maximize capacity and enable a better overall service experience, including lowering Total Experience Time (TET) across all volumes. 1. The optimum COD drive thru configuration is a seven car stack, (from car at COD to car at present point), refer to diagram A. If this is unachievable, as a minimum, a six car stack is acceptable, refer to diagram B. This recommended seven car stack optimizes efficiency and your ability to achieve maximum capacity, having the order point this distance from the present booth allows optimum time for assembly and delivery of orders. There is minimal incremental advantage in a stack greater than 7 cars. 2. Allow for stack space between the Drive Thru entrance and the COD order point. Pushing the COD order point back in turn pushes back the Drive Thru queue. This can impact traffic flow during high volume. This needs to be reviewed on a store by store basis and balanced against the benefits achieved across all day parts. 3. There should be a minimum of two car spaces between the COD order point and the cashier booth. This provides a buffer for the cashier to prevent a delay in order taking, in the event that a cash transaction takes an excessive amount of time. 4. There should be a minimum of one car space between the cashier and present booths. This provides a buffer for the presenter to prevent a delay at the cashier booth in the event that an order takes an excessive amount of time to present. Time trials have shown an improvement of 16 seconds on booth times and 9% increase on cars achieving 3 30 TET compared to no car space. Australia: August 2006 Philippines

3 Preferred Stack Guidelines 7 Stack Optimum 6 Stack Minimum 1 Present 1 Present 2 Min. 1 car 2 Min. 1 car 3 Cashier 3 Cashier cars 5 Min. 2 cars 6 6 COD Order Point 7 COD Order Point Positioning Guidelines Staffing levels for a COD Drive Thru are the same as a 3 booth, face to face system; however the positioning is different in a COD Drive Thru. It is recommended that the order taking and cashier functions are separated when there are three or more cars waiting to order at the COD, this will help the Drive Thru run at maximum capacity. The order-taker position is the slowest point in a well functioning drive thru, hence the need for an experienced, well trained individual who can perform the function quickly but also handle special situations. The crew scheduled needs to have a great understanding of the register layout and speak with a clear and confident voice. 2 Person Operations 1. Order taker / Cashier 2. Runner 3 Person Operations 1. Order taker / Cashier 2. Runner 3. Presenter 4 Person Operations 1. Order taker 2. Runner 3. Presenter 4. Cashier 5 Person Operations 1.Order taker 2. Runner 3. Presenter 4. Cashier 5. Drink draw Australia: August 2006 Philippines

4 Flexing (Separating the Order Taker / Cashier function) Managers and crew should be aware of when to flex in and out of cashiering at the Order Taker/Cashier Booth. As a guideline we recommend that restaurants flex in/out of the cashiering function when there are 3 or more cars stacked behind the COD. The Rule of Three > 3 cars behind COD = One Order Taker and One Cashier Additional person designated to flex into the Order Taker position Initial Order Taker stays as designated Cashier Separating the Order Taking and Cashiering functions when there are more than 3 cars behind the COD Speaker Box will aid in allowing for optimum service times and improved operations. This will prevent the manager from having to change the cash draw. Booth Layouts Order Taker / Cashier Booth Layout There should be sufficient space at the cashier booth for two registers. The photograph below shows register and receipt printer positioning that is necessary with conversion to COD. Registers are positioned side by side, one for Order Taking and the other for Cashiering. Order Taker Register Cashier Register Receipt Printer

5 Bench Requirements The register stand in the Order Taking/Cashiering Booth (as seen above) needs to be a minimum of 950mm in length to support two registers and a receipt printer. Restaurants converting to COD should ensure bench requirements are addressed during site survey. A Third Drive Thru Register When making decisions on where to place additional Order taker registers for Drive Thru please refer to the options provided below. Option 1 being best practice. These options allow a quick flex for restaurants when an unexpected rush is experienced and the staffing at the time does not allow for a crew person to be sent to the cash window to split the tasks. Each option below will be based on design and equipment allowances. Option 1- Positioned between the drink station and any other equipment that may be located to the right. Prevents interference with other Drive Thru members. Order taker can multi task by drink drawing. Potentially the order taker can remain in this booth in high volume to assist D/T operations. Option 2 - Positioned to the left or right of the drink station. Prevents interference with other Drive Thru members. Order taker can multi task by drink drawing. This option should be considered when space restricts the ability to use option 1. Option 3 Positioned on either side of the presenter bench Ensure it can be positioned to prevent interference with other Drive Thru members. Order taker can assist with greeting customers and checking orders. Order taker should not remain in Booth in high volume. Allow sufficient space so that the Order taker does not block the window space. This option should be considered when space restricts the ability to use option 2. Option 4 Positioned on the counter at the closest point to the Drive Thru Prevents interference with other Drive Thru members. Options to enclose this register should be reviewed to prevent customers form queuing up Counter Present Booth 3 3

6 Condiment Positioning Condiments/Sauces and Happy Meal toys should be located in the Present booth. This will allow the Order-taker/Cashier to concentrate on their primary function and reduce the instances where customers miss an item from their order. At least 17 maxi bins are needed to hold all condiments (except napkins, straws, and cutlery). Happy Meal toys are to be handed out at the presenter s booth with the Happy Meal. Because of the various shapes and sizes of the Happy Meal toys a suitable container is necessary that will hold sufficient supplies of happy meal toys for a shift. The container should be placed on or near the drive-thru trolley. Tip: Position the condiments at the presenters booth at least a month before COD installation to enable the crew to adapt to the change. High usage condiments eg. Barbecue nugget sauce, sugar, stirrers etc can be placed on the top shelf of the drive-thru trolley to allow for faster assembly of orders. It is important to make sure that the correct condiments are readily accessible during the relevant day-parts.

7 Equipment Equipment required for the COD Drive Thru includes: 1. A headset system with a minimum of 4 headsets available and in good working order. It is recommended that a minimum four headsets be used during normal operations: (Twin COD requires 6 headsets) 2. A minimum of four detector loops. (Twin COD requires 5 loops) 3. If the Drive Thru lane cannot be seen at the cashier booth it is recommended that CCTV be installed to allow crew to see the car at the COD order point. (Twin COD requires monitors at each Order taker points) 4. A printer will be positioned at the cashier point as part of a standard installation. Drive-Thru Headsets When using COD Speaker Box, it is imperative that your headsets are functional and in good repair. The functions and benefits of headsets are numerous: The runner is able to hear the customer s order as it is being placed and is able to start to assemble the order immediately. This can save valuable seconds on order assembly time. A manager, when wearing a headset, can hear what is happening in the drive thru from anywhere in the restaurant. There is increased management awareness when wearing a headset and the manager is able to critique procedures in drive thru and can react quickly to potential problems. During low to medium volume the Initiator / Production caller can hear every order as it is being placed and can ensure adequate product levels from anywhere in the kitchen. Better communication amongst crew. IMPORTANT: Restaurants should be aware of the type of headset system used at your restaurant prior to COD installation as this existing system will be relocated from outside the drive-thru booth to the COD Box. It is recommended restaurants currently with Simplex systems should upgrade to a Duplex System. This will require a complete new system and can be quoted by either 3M or Tecsound. To identify which system you currently have please see the Equipment section. All existing headset systems currently approved by McDonalds are compatible with COD. This includes 3M and HME headsets. There are currently two different types of communication processes for our drive-thru headset systems. Restaurants requiring new drive-thru headsets should contact either 3M or Tecsound for quotations. Contact details for these approved suppliers are listed at the front of this information booklet. Note: Twin COD s require additional Base station to be installed for this option to functions.

8 Simplex System This allows for one-way communication only. This means that only one person can talk and be heard at the one time. eg If the Order Taker is talking with the customer and simultaneously the customer is talking back to the Order Taker, then the customer s comments will not be heard by the Order Taker. Restaurants with Simplex Systems only have a Speaker Box outside the order taker booth and no microphone. Duplex System This allows for two-way communication. This means that both the Order Taker and the customer can be talking simultaneously and both conversations will be heard by both parties. Restaurants with Duplex Systems have both a Speaker Box and a Microphone Box positioned outside the order taker booth. Registers Single Order taking/cashier When using the same person to order take and cashier, always take the next order before receiving payment from the car at the cahier point. Remember the Rule of 3. When there are 3 or more cars, flex by separating the Order taker Cashier function. If a customer requests a change to their order once they have arrived at the cashier point, this must be made from the cashier register, not the order taker register. Always state the amount before asking the customer to proceed, then press store. This will now display in large font the amount $0.00 and PLEASE DRIVE THRU on the COD screen. Headsets should be set on manual function when one person is the Order Taker / Cashier. This allows the Order Taker / Cashier to manage communication between the car at the speaker box and the car at the cash booth. Separating the Order Taker / Cashier Task The Order taker must store the order for it to transfer to the Cashier register. The register will prompt you to do this once TAKE AWAY TOTAL is selected. Select RECALL D/T ORDER for the order to appear on the cashier register To insert an order (at Cashier Point), hit the button marked "INSERT NEW ORDER". Enter the new order in the cashier register. You will then be prompted to select one of two options: 1. Secondary order - Used when a customer wishes to add to their order but their order has already been paid. 2. New order - Used when a customer drives past the COD without ordering. Using these procedures ensures orders are stored in the correct sequence on the POS screen. Headsets should be set to automatic activation when the Order Taker / Cashier task is separated. This will activate the speaker box as soon as the car arrives.

9 Presenter If a customer requests additional menu items at the presenter booth, this will need to be entered into a front counter register. CCTV As part of our CCTV requirements we recommend that cameras be used in all drive-thru booths. The installation of cameras in the drive-thru will allow your restaurant to increase security awareness amongst customers and crew. They will also help in managing customer flow in the drive-thru allowing for consistent customer service. Video monitors should be incorporated with the security system. The monitor that shows the drivethru lane should be clearly visible to the shift manager, production, fries and drive-thru crew (this may require 2 monitors). Security - cameras should be positioned at the point of the cashiering process, so that the customer, crew person, register and window are all visible. Awareness - the position of this camera very much depends on the layout of the drive-thru lane. As a minimum it should show: cars 3, 4, 5 behind the Speaker Box/COD unit. Restaurants should refer to the CCTV Requirements document on accessmcd.com for further information on Security. IMPORTANT NOTE: In situations where the Speaker Box COD is out of sight of the Order Taker person it may be advisable to position a CCTV monitor at the Order Taker Booth for better operations and security. This is a minimum with stores that have Twin COD. Monitors are also required at each order taker point to allow the crew to view the cars as they pull up and leave the COD s. Drive Thru Timer To align the DT Timer measurements with ROIP standards your DT Timer will be changed to reflect the following guidelines. All stages that are measured should include the average time as well as the percent of cars within the standard. Stage 1. Length of time at COD This is programmed to measure the percent of cars at 30 seconds or less. This standard is comprised of an average of 25 seconds to take an order and an additional 5 seconds to allow for transition from bonnet to boot and customer delay. NB. This measurement is not utilized in ROIP however it may be used as a diagnostic tool. Stage 2. Length of time at Cashier Booth This is programmed to measure the percent of cars at the cashier booth for 20 seconds or less. This standard is comprised of the 15 second ROIP standard and an additional 5 seconds to allow for transition from bonnet to boot and customer delay.

10 Stage 3. Length of time at Present Booth This is programmed to measure the percent of cars at the presenter booth for 20 seconds or less. This standard is comprised of the 15 second ROIP standard and an additional 5 seconds to allow for transition from * bonnet to boot and customer delay. Stage 4. Length of time from arrival at Cashier Point until exiting Present Booth This is programmed to measure the percent of cars at 50 seconds or less. This standard is comprised of the 45 second ROIP standard and an additional 5 seconds to allow for transition from bonnet to boot and customer delay. NB. This measurement will only be relevant when the Cashier Booth is in operation. Stage 5. Total Experience Time This is programmed to measure the percent of cars that achieve a maximum of 210 seconds or less TET, the same standard as ROIP. We recommend restaurants also program a restaurant specific TET to ensure that you are working with information that can assist you to achieve an actual total customer experience of 210 seconds or less no matter where your initial loop is positioned. Use the following formula: Start with a 90 seconds base (if the pre warning loop is positioned at the COD, with a 7 car stack), Add 30 seconds for each car space between Order Point and pre warning loop, Add 5 seconds for each additional car space beyond the standard 7 car stack between order point and Presenter Booth. For further clarification refer to the diagrams attached. The maximum TET should not exceed the ROIP standard of 210 seconds. LED Display The LED display at Present Point is programmed to display Total Experience Time and can have the alarm activated at the restaurant s discretion. * Bonnet to Boot refers to how the Timer is activated to start and stop each stage of timing. As the car drives over the magnetic loop, the Timer is activated and as the back of the car leaves the loop the Timer is deactivated. *This will be automatically programmed into your HME timer during installation.

11 Drive Thru Timing (eg. 7 car stack) Drive Thru Timing (eg. 9 car stack)

12 Verify with Shift Manager if he/she has checked the following every time the store is opened for operations: Turn-on breaker of COD COD Circuit Breaker The COD has been installed on a dedicated circuit. The Store Helpdesk may require you to reset the COD during troubleshooting by switching the Circuit Breaker OFF and ON. The Circuit Breaker will be clearly labelled as shown. Open SMS Check modem (Delphi) Intelligent Modem Switch (IMS) The IMS allows the COD to communicate with the New POS register system. It is typically located in the Manager s Office. The Store Helpdesk may require you to press the OCS Test Button. Light should be blinking when ON IMS test Button Use for downloading graphics to store COD Connection to POS COD connector Go outside of the store and check the following on the COD There should be a blinking light in the lower left side of the monitor Call help desk if COD does not show display and all above four items are working properly Check all 5 headsets are working (battery light is green). Re-charge batteries in managers office. Check speaker box volume and modulation