John Henry and the drive-thru queue

Two things about this I wanted to think a little more on: first, most efficient doesn’t always mean most automated. Sometimes a human being with a clipboard, a brain, a smile, and a microphone still trumps an advanced order read-out screen, speaker, and video camera. I’m curious how this started at CFA – was it something they serendipitously observed at one location and shared the idea across franchisees, or was it something they discovered via testing? Second, adopting a new tool doesn’t make your old ones all useless. This is as true for business processes as it is for gadgets. It’s kind of a corollary to “just because you can, doesn’t mean you should.”

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