U.S. patent application number 14/136974 was filed with the patent office on 2014-04-17 for restaurant management system correcting a restaurant operating deficiency.
This patent application is currently assigned to Restaurant Technology, Inc.. The applicant listed for this patent is Restaurant Technology, Inc.. Invention is credited to Cathy E. Berenschot, James W. Burns, Gerald Calabrese, Charles D. Kasper, III, Rosemarie Lovell.
Application Number | 20140108082 14/136974 |
Document ID | / |
Family ID | 44788899 |
Filed Date | 2014-04-17 |
United States Patent
Application |
20140108082 |
Kind Code |
A1 |
Burns; James W. ; et
al. |
April 17, 2014 |
Restaurant Management System Correcting a Restaurant Operating
Deficiency
Abstract
A restaurant management system and method interface is provided.
In accordance with the invention, data from various restaurant
operations is collected and stored for processing. The data is
processed into useful metrics, such as those indicative of various
categories of restaurant staffing, efficiency, performance and
quality. The useful metrics can be displayed as a human-readable
chart, graph or report. The data can be processed in real time,
permitting managers to promptly make adjustments and to alert
restaurant workers or crew members of deficiencies so that prompt
and effective remedial action can be taken to improve restaurant
performance. Reports may be generated that provide the performance
of restaurants individually and as a combined group.
Inventors: |
Burns; James W.;
(Naperville, IL) ; Berenschot; Cathy E.; (Wheaton,
IL) ; Calabrese; Gerald; (Wayne, IL) ; Kasper,
III; Charles D.; (Aurora, IL) ; Lovell;
Rosemarie; (Shorewood, IL) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Restaurant Technology, Inc. |
Oak Brook |
IL |
US |
|
|
Assignee: |
Restaurant Technology, Inc.
Oak Brook
IL
|
Family ID: |
44788899 |
Appl. No.: |
14/136974 |
Filed: |
December 20, 2013 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
12798948 |
Apr 14, 2010 |
8620753 |
|
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14136974 |
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Current U.S.
Class: |
705/7.15 |
Current CPC
Class: |
G06Q 10/06311 20130101;
G06Q 10/0639 20130101; G06Q 10/06 20130101; G06Q 10/063114
20130101; G06Q 50/12 20130101; G06Q 10/06393 20130101 |
Class at
Publication: |
705/7.15 |
International
Class: |
G06Q 10/06 20060101
G06Q010/06; G06Q 50/12 20060101 G06Q050/12 |
Claims
1. A system for restaurant management comprising: an order input
interface for obtaining food order data; a service input interface
for obtaining point-of-sale service data; a task completion input
device, the task completion input device having a human readable
display and an input interface capable of receiving an input from a
human indicating completion of restaurant tasks, the input device
having program code capable of indicating a task to be completed on
the human readable display and program code for generating
restaurant task completion data; a computer system connected to the
order input interface and the service input interface, the computer
system capable of receiving food order data from the order input
interface, point-of-sale service data from the service input
interface and restaurant task completion data from the task
completion input device, the computer system having computer
program code capable of generating restaurant performance data
based on data selected from the food order data, point-of-sale
service data, and restaurant task completion data; a first computer
program code operable by the computer system and capable of
transforming the restaurant performance data, task completion data
and staffing level data into metrics; and a second computer program
code operable by the computer system and capable of providing a
report summarizing staffing levels, metrics and targets for
metrics, the metrics including service times, and maintenance or
food safety metrics.
2. The system of claim 1 wherein the metrics are selected from the
group consisting of shift metrics, quality metrics, service
metrics, cleanliness metrics and profit metrics.
3. The system of claim 2 wherein the shift metrics are selected
from the group consisting of sales projection accuracy, customer
count projection efficiency, projected needed staffing efficiency,
actual restaurant crew hours compared to scheduled crew hours,
actual restaurant crew hours compared to scheduled crew hours,
actual crew hours compared to needed crew hours.
4. The system of claim 2 wherein the quality metrics are selected
from the group consisting of food safety completion checks and
equipment preventive maintenance.
5. The system of claim 2 wherein the service metrics are selected
from the group consisting of percentage and/or number of front
counter service times within a prescribed time limit for service,
average drive-thru order time to order presentment, average cashier
time to present to drive-thru customer.
6. The system of claim 1 wherein the restaurant tasks are selected
from at least one of the group consisting of restaurant operation
tasks and food safety tasks.
7. The system of claim 1 wherein the task completion input device
is a handheld input device.
8. The system of claim 1 further comprising a remote computer,
wherein the first and second computer program codes are
individually executable on at least a selected one of the computer
system and the remote computer.
9. The system of claim 8 wherein the food order data comprises data
selected from the group consisting of price, type and quantity of
food and the point-of-sale service data comprises data selected
from the group consisting of elapsed time from order initiation to
order completion, elapsed time from order initiation to order
presentment, elapsed time from order payment to order presentment
and elapsed time from food item completion to food item procurement
by a restaurant crew member.
10. The system of claim 1 further comprising a point-of-sale device
in the restaurant, the point-of-sale device comprising the order
input interface and a human readable display for displaying
customer order data including data selected from the group
consisting of the type, price and quantity of the items
ordered.
11. The system of claim 1 further comprising a human readable
service display connected to the computer system, the service
display capable of displaying orders to be served, the display
viewable from the service input interface, wherein the service
input interface is a human-operable signaling device.
12. The system of claim 11 wherein inputting information indicating
service of the order or completion of preparation of the order
through the human-operable signaling device causes the service
display to no longer display the served or completed order.
13. The system of claim 1 wherein the order input interface is a
vehicle drive-thru order station.
14. The system of claim 15 further comprising a vehicle drive-thru
order station that includes a data transmitter for transmitting
customer order data from a customer at the order station; and a
data display device for displaying the customer order to a
restaurant worker located at the order input interface.
15. The system of claim 14 wherein the data transmitter is selected
from the group consisting of a microphone and a keypad and the data
display device is selected from the group consisting of a speaker
and a human readable display.
16. The system of claim 1 wherein the task completion input device
is a handheld device wirelessly connected to the computer.
17. The system of claim 1 wherein the staffing level input is
selected from staffing schedules, employee time data and
combinations thereof.
18. A system for restaurant management comprising: an order input
interface for obtaining food order data; a service input interface
for obtaining point-of-sale service data; a task completion input
device, the task completion input device having a human readable
display and an input interface capable of receiving an input from a
human indicating completion of restaurant tasks, the input device
having program code capable of indicating a task to be completed on
the human readable display and program code for generating
restaurant task completion data; a computer system connected to the
order input interface and the service input interface, the computer
system capable of receiving food order data from the order input
interface, point-of-sale service data from the service input
interface and restaurant task completion data from the task
completion input device, the computer system having computer
program code capable of generating restaurant performance data
based on data selected from the food order data, point-of-sale
service data, and restaurant task completion data; and a first
computer program code operable by the computer system and capable
of receiving staffing level data and forecasting future staffing
level needs based at least in part on the restaurant performance
data and staffing level data.
19. The system of claim 18 further comprising a second computer
program code operable by the computer system and capable of
transforming the restaurant performance data, task completion data
and staffing level data into metrics; and a third computer program
code operable by the computer system and capable of providing a
report summarizing staffing levels, metrics and targets for
metrics, the metrics including service times, and maintenance or
food safety metrics.
20. The system of claim 18 wherein the restaurant tasks are
selected from at least one of the group consisting of restaurant
operation tasks and food safety tasks.
Description
CROSS-REFERENCE TO RELATED APPLICATION
[0001] This application is a continuation of U.S. application Ser.
No. 12/798,948, filed on Apr. 14, 2010, pending, the entire
disclosure of which is hereby expressly incorporated by
reference.
TECHNICAL FIELD
[0002] The present invention relates to systems and methods for
restaurant management and more particularly to automated systems
and methods for restaurant management.
BACKGROUND OF THE INVENTION
[0003] Restaurants in general, and in particular quick service
restaurants, can operate multiple shifts per day and require
substantial staffing and management. Indeed, it is now common for a
quick service restaurant to be open 24 hours a day, necessitating
three 8-hour shifts or four 6-hour shifts per day, for example.
[0004] In addition, typical quick service restaurants offer menus
that typically change substantially from breakfast and lunch and/or
dinner, increasing the complexity of a restaurant's operation. In
addition, it is important for quick service restaurants to use
uniform procedures and operations to help ensure uniform, high
quality food to maximize customer satisfaction.
[0005] Another important aspect in the operation of restaurants and
especially quick service restaurants is efficient service.
Consequently, it is important that service times be minimized and
to the extent possible be uniformly fast throughout the day.
[0006] Typically, a quick service restaurant employs various
personnel including crew members that are responsible for
performing activities such as equipment operation, food
preparation, interfacing with customers which typically includes
taking orders, obtaining payment and order delivery to customers.
Typically, a shift manager or other supervisory personnel will be
employed during a particular shift to ensure that the quick service
restaurant is operating efficiently.
[0007] A need exists for a restaurant management system and method
that can be used by, for example, a shift manager or other
supervisory and executive personnel to improve the quality, service
and efficiency of restaurant operations.
SUMMARY OF THE INVENTION
[0008] In accordance with the invention, a system and method for
restaurant management is provided. In accordance with broad aspects
of the invention, data from various restaurant operations is
collected and stored for processing. The data is processed into
useful metrics, such as those indicative of various categories of
restaurant staffing, efficiency, performance and quality. The
useful metrics can be displayed as a human-readable chart, graph or
report. The data can be processed in real time, permitting managers
to promptly make adjustments and to alert restaurant workers or
crew members of deficiencies so that prompt and effective remedial
action can be taken to improve restaurant performance. A restaurant
manager can use the report to improve staffing levels and
scheduling, efficiency, performance and quality of restaurant
operations. More efficient restaurant operation can result in
improved profitability and customer satisfaction. In addition, data
can be collected or processed for more than one restaurant, such as
for a group of restaurants, that may be under common ownership or
management, or for an entire region or on a companywide basis.
Reports may be generated that provide the performance of
restaurants individually and as a combined group. The reports can
be available to various levels of management, such as from
restaurant shift managers on up to the highest executive levels of
a large restaurant chain.
[0009] The data can be obtained from, for example, various sources
as desired, including from point-of-sale (POS) devices, drive-thru
detectors, kiosks where customers can insert orders and order
stations (which kiosks and order stations may be located as
desired, including in or at a drive-thru lane or location, in the
store, outside of the store and even at a location remote from the
store), restaurant task completion devices, employee operated input
and signaling devices and from customer input.
[0010] The types of data collected can take numerous and various
forms, and can be tailored to the operation of a particular
restaurant or group of restaurants. Examples of such data include,
for example: (1) order data, such as orders and/or sales of food
products by type, quantity, price; (2) customer counts; (3) vehicle
counts through drive-thru facilities; (4) scheduled staffing
levels; (5) actual staffing levels; (6) needed staffing; (7) food
safety completion checks; (8) equipment preventive maintenance
tasks; (9) front counter service times; (10) drive-thru service
times; (11) completion of order times; and (12) time to assemble
order from completion of food preparation.
[0011] Many useful metrics can be produced by the restaurant
management system that results from the foregoing data.
[0012] In accordance with another aspect of the invention, it has
been discovered that quick service restaurants have key performance
indicators. These performance indicators can have target values and
restaurant efficiency, performance and profitability is increased
by meeting the target performance indicators, and where the
performance indicators are not met by making adjustments in the
restaurant operation so that there is an improvement in the
performance indicators. These key performance indicators are the
following metrics for the operation of a quick service restaurant:
(1) sales projection accuracy; (2) customer or guest count
projection efficiency; (3) actual versus scheduled restaurant crew
hours; (4) actual versus needed restaurant crew hours; (5)
percentage of restaurant operating hours where projected crew hours
or number of staff personnel was greater than the actual needed,
percentage of food safety checks completed on time; (6) percentage
of equipment preventive maintenance completed on time; (7) front
counter (FC) service time (for example; (8) average FC service
time, percentage of hours in which average service time was under a
target time; (9) percentage of customers served under the target
time); (10) drive-thru (DT) service time (for example, average time
from customer order to order presentment to customer, average time
from customer arriving at or leaving the cashier window to order
presentment to customer); (11) time for a crew member to provide an
order item or items in a ready condition to fill an order; (12)
time to fill an order after the order items are in a ready
condition to fill an order; (13) frequency and number of restaurant
travel path inspections made by the shift manager (or other
designated personnel) in a predetermined time period and compared
relative to a target number and frequency; and (14) customer
vehicle counts (total at restaurant or limited to drive-thru
vehicles) in a predetermined time period and compared to a
projected number of vehicles. All of the foregoing parameters can
be compared relative to preset target values. The target values can
be selected and determined, such as based on efficient restaurant
operating practices and procedures. The metrics can be displayed in
a human readable format, such as a table, graph or other type of
report. The shift manager person or persons can utilize the report
to identify any deficiencies and to improve performance of the
restaurant.
[0013] In one embodiment, the restaurant management system has an
order input interface for obtaining food order data, a service
input interface for obtaining point-of-sale service data and a task
completion input device. The task completion input device has a
human readable display and an input interface capable of receiving
an input from a human indicating completion of restaurant tasks.
The task completion input device has program code capable of
indicating a task to be completed on the human readable display and
program code for generating restaurant task completion data.
[0014] The restaurant management system also has a computer system
connected to the order input interface and the service input
interface. The computer system is capable of receiving food order
data from the order input interface, point-of-sale service data
from the service input interface and restaurant task completion
data from the task completion input device. The computer system has
computer program code capable of generating restaurant performance
data based on data selected from the food order data, the
point-of-sale service data, and the restaurant task completion
data.
[0015] The restaurant management system also has first and second
computer program codes, both operable by the computer system. The
first computer program code is capable of transforming the
restaurant performance data, task completion data and staffing
level data into metrics. The second computer program code is
capable of providing a report summarizing staffing levels, metrics
and targets for metrics, the metrics including service times,
maintenance and food safety metrics.
[0016] In another aspect of the invention, the restaurant
management system has an order input interface for obtaining food
order data, a service input interface for obtaining point-of-sale
service data and a task completion input device. The task
completion input device has a human readable display and an input
interface capable of receiving an input from a human indicating
completion of restaurant tasks. The task completion input device
has program code capable of indicating a task to be completed on
the human readable display and program code for generating
restaurant task completion data.
[0017] The restaurant management system also has a computer system
connected to the order input interface and the service input
interface. The computer system is capable of receiving food order
data from the order input interface, point-of-sale service data
from the service input interface and restaurant task completion
data from the task completion input device. The computer system has
computer program code capable of generating restaurant performance
data based on data selected from the food order data, the
point-of-sale service data, and the restaurant task completion
data.
[0018] The restaurant management system also has first computer
program code, which is operable by the computer system and is
capable of receiving staffing level data and forecasting future
staffing level needs based at least in part on the restaurant
performance data and task completion data.
[0019] The restaurant management system may also have second and
third computer program codes, both operable by the computer system.
The second computer program code is capable of transforming the
restaurant performance data, task completion data and staffing
level data into metrics. The third computer program code is capable
of providing a report summarizing staffing levels, metrics and
targets for metrics, the metrics including service times,
maintenance and food safety metrics.
[0020] In accordance with still another aspect of the invention, a
restaurant management system for a restaurant having a vehicle
drive-thru service is provided. The drive-thru restaurant
management system includes a vehicle drive-thru order station
having a customer order input device for transmitting drive-thru
order data.
[0021] The drive-thru restaurant management system includes a task
completion input device and a computer system. The task completion
input device has a human readable display, an input interface
capable of receiving an input from a human indicating completion of
restaurant tasks, program code capable of indicating a task to be
completed on the human readable display, and program code for
generating restaurant task completion data. The computer system is
connected to the customer order input device, the service input
interface and is capable of receiving drive-thru order data,
vehicle data, service data and restaurant task completion data. The
computer system has computer program code capable of generating
restaurant performance data based on data selected from the order
data, the vehicle data, service data and the restaurant task
completion data.
[0022] The drive-thru restaurant management system has (1) computer
program code operable by the computer system capable of receiving
staffing level input or forecasting staffing level needs, (2)
computer program code operable by the computer system and capable
of transforming the order data, the vehicle data, the service data
and the restaurant task completion data into metrics and (3)
computer program code operable by the computer system and capable
of providing a report summarizing staffing levels, metrics and
targets for metrics, the metrics including service times, and
maintenance or food safety metrics.
[0023] In yet another aspect of the invention, a method of managing
a restaurant with a computerized system for restaurant management
is provided. The computerized system for restaurant management may
be as previously described and may include an order input interface
for obtaining food order data, a service input interface for
obtaining point-of-sale service data, and a task completion input
device. The task completion input device has a human readable
display and an input interface capable of receiving an input from a
human indicating completion of restaurant tasks. The input device
has program code capable of indicating a task to be completed on
the human readable display and program code for generating
restaurant task completion data.
[0024] The restaurant management system may also have a computer
system connected to the order input interface and the service input
interface. The computer system is capable of receiving food order
data from the order input interface, point-of-sale service data
from the service input interface and restaurant task completion
data from the task completion input device. The computer system has
computer program code capable of generating restaurant performance
data based on data selected from the food order data, point-of-sale
service data, and restaurant task completion data.
[0025] The restaurant management system has first and second
computer program code operable by the computer system. The first
computer program code is capable of transforming the restaurant
performance data, task completion data and staffing level data into
metrics. The second computer program code is capable of providing a
report summarizing staffing levels, metrics and targets for
metrics, the metrics including service times, and maintenance or
food safety metrics.
[0026] The method of managing a restaurant with a computerized
system for restaurant management includes obtaining (1) food order
data from the order input interface; (2) point-of-sale service data
from the service input interface; and optionally (3) the task
completion data from the task completion input device; the computer
system receiving data composed of the food order data, the
point-of-sale service data and the optional task completion data;
transforming the food order data, the point-of-sale data and the
optional task completion data into metrics with the first computer
program code; producing a report by the computer system; and
outputting the report in a human-readable format. The report
summarizes staffing levels, metrics and targets for metrics, the
metrics including service times, and maintenance or food safety
metrics.
[0027] The method can further include identifying at least one
restaurant operating deficiency and making one or more changes to
restaurant operations to eliminate or reduce the deficiency. The
deficiency can be automatically determined by the restaurant
management system and noted on a report generated by the restaurant
management system. Corrective action can be taken by a restaurant
employee, such as the restaurant shift manager, for example. The
corrective action may be to increase or reduce staffing based on
metrics determined by the restaurant management system for a
particular operating shift or shifts, to decrease employee
absenteeism, to change procedure to meet predetermined targets,
such as improving (reducing) customer service times, and improving
employee efficiency and reaction time, for example.
BRIEF DESCRIPTION OF THE DRAWINGS
[0028] FIG. 1 is a schematic and block diagram of a restaurant
management system of the invention.
[0029] FIG. 2 is a plan view of a restaurant incorporating a
restaurant management system of the present invention.
[0030] FIGS. 3-4 are flow diagrams of various aspects of one
embodiment of a restaurant management system of the present
invention.
[0031] FIGS. 5-7 are sample reports output by a system in
accordance with the invention. FIG. 5 is a restaurant specific
report for one day. FIG. 6 is a shift manager specific report for
one week. FIG. 7 is a report comparing restaurants over a
month.
DETAILED DESCRIPTION OF THE INVENTION
[0032] The systems and methods of the present invention enable the
shift or store manager or a higher or a different level person,
such as supervisors, consultants or anyone else as desired to
obtain an indication of the key performance indicators. Where the
actual performance indicators are not met, corrective action can be
taken so that more efficient operation is achieved.
[0033] The present invention is particularly suited for use in a
quick service restaurant 101. In one embodiment, the invention is a
restaurant management system, shown in block diagram form in FIG. 1
as restaurant management system 100. FIG. 1 shows the components of
restaurant management system 100 in a schematic and block diagram
with connections between components of restaurant management system
100 shown by dashed lines. FIG. 2 shows a plan view of a restaurant
101 having restaurant management system 100. Restaurant management
system 100 includes an order input interface, a service input
interface, a task completion device, a drive-thru lane having
vehicle detectors, and a computer system. The order input interface
may be an order input interface 102, which is part of a
point-of-sale ("POS") device 104. Device 104 has a keyboard 106 for
entering orders, a human readable display 108 for viewing orders, a
cash drawer, and an electronic payment processor. Device 104 may be
operated by a crew person or customer attendant A inside restaurant
101 who enters orders from customers inside restaurant 101 into
order input interface 102.
[0034] The order input interface may be an order input interface
110, which is part of a customer-operated kiosk 112 which can be
located in restaurant 101 as shown in FIG. 2. Kiosk 112 has a
human-readable display 114 for displaying the order and for
displaying items to order. Display 114 may be touch sensitive
allowing a customer to select items displayed on display 114 by
touching display 114 where the item is displayed. Kiosk 112
typically can accept payment through a bill reader, coin acceptor,
and an electronic payment processor such as credit card/debit card
reader.
[0035] The service input interface may be an interface 120.
Interface 120 is typically located in the kitchen or food
preparation area of restaurant 101. Interface 120 is associated
with a food preparation display 122 for displaying food items to be
prepared by the kitchen staff. Interface 120 is a signaling device
and may be, for example, what is known as a "bump bar" 124 which
typically has a keyboard or input buttons generally having less
than 10 keys or buttons. Bump bar 124 usually has a dedicated key
or button for indicating that the preparation of a food item or
part of an order is complete, and is a human-operable signaling
device.
[0036] The service input interface may be an interface 130 for
indicating that an order has been served to a customer. Interface
130 is part of POS device 104. POS device 104 may have dedicated
keys on keyboard 106 for indicating service of an order. Interface
130 is typically used by the customer attendant who entered the
order in POS device 104.
[0037] The service input interface may be interface 134 located
adjacent kiosk 112. Interface 134 can have a dedicated keyboard
136. Interface 134 may be used with a dedicated display 138 for
displaying orders to be served. Interface 134 and display 138 may
be used by a crew person or customer attendant A who collects food
made in the kitchen, assembles the order and serves the order to
customers who placed an order via kiosk or kiosks 112.
[0038] Restaurant management system 100 preferably also includes a
task completion input device 150. Device 150 has a display 152,
input interface 154, and code 156 and 158. Display 152 can display
tasks with an indication of which tasks have been completed and
which remain to be completed. Input interface 154 allows a user to
indicate completion of a restaurant task, such as a maintenance
task, a food safety task, an employee training task or an
inspection task. Input interface 154 may have both keys and a touch
reader in conjunction with display 152, if display 152 is touch
sensitive, for example. Computer program code 156 is capable of
indicating a restaurant task to be completed on display 152.
Computer program code 158 is for generating restaurant task
completion data based on input through input interface 154. Device
150 is preferably handheld. Device 150 may be a personal digital
assistant (PDA) including Pocket PC based or Palm based PDAs, for
example.
[0039] Restaurant management system 100 may also be used in a
restaurant 101 having a drive-thru lane 176 which typically can
accommodate a plurality of vehicles V1-V9 as shown in FIG. 2.
Typically, drive-thru lane 176 can have one or more order stations
178 and 178'. Order stations 178 and 178' each have a menu display,
a speaker 180, a microphone 181, and optionally a display for
displaying the order and a camera. Speaker 180 and microphone 181
allow a customer at order station 178, in this case in vehicle V5,
to converse with a crew person or customer attendant B via an
attendant's microphone 182 and speaker 183. In particular, speaker
183 can play a verbal order detected by microphone 181. Typically
microphone 182 and speaker 183 are part of a headset worn by
customer attendant B. The camera is typically connected to a
monitor in the restaurant so that attendant B can look at the
monitor and identify vehicle V5 at order station 178. Attendant B
can take an order from the customer and place the order through a
drive-thru order input interface 184. Attendant B may be in
restaurant 101 as shown in FIG. 2 or at a location (not shown)
remote from restaurant 101, which may handle drive-thru orders from
several restaurants.
[0040] Alternatively or in addition, there can be an order station
186 which has a menu display. Order station 186 may be located
inside or outside of the restaurant and may have an order input
interface 188 and may be the same or similar to kiosk 112
permitting a customer to place an order without the intervention of
a customer attendant.
[0041] After placing an order, typically a drive-thru customer
drives to a payment station, such as a payment window, to pay for
the order. Typically the payment window will have customer
attendant B who previously took the order from the customer at
order station 186 or another attendant who may be located at or
near a payment window, for example. Order station 186 can also be
co-located with the payment window. Generally, order input
interface 184 is located adjacent the payment window and is part of
a POS device 190, which can be the same or identical to POS device
104. POS devices 104 and 190 can be any suitable type of
point-of-sale (POS) device and typically will be an electronic POS
device as is well known in the art and may include a dedicated or a
remote computer processor. POS device 190 has a display 192. POS
devices 104 and 190 can have keyboards, but they can have touch
sensitive displays instead of keyboards. In which case, the touch
sensitive displays can be input interfaces 102, 130, or 184.
[0042] After paying for an order, typically a drive-thru customer
drives to a food delivery area where the ordered food can be
delivered to the customer. The food delivery area may be adjacent
to a delivery window. Near the food delivery area can be a service
input interface 194 for indicating service of an order to a
drive-thru customer. Service input interface 194 can be
functionally and structurally the same as service input interfaces
120 or 134. For example, it can be part of POS device 190.
[0043] Service input interfaces 120, 130, 134 and 194 preferably
have a dedicated bump key that a customer attendant can press for
indicating that an order has been served to a customer or that a
food item, an order or part of an order has been prepared.
Respective service input displays 122, 108, 138 and 192, when the
system is in use, display at least part of the time an order or
portion of an order to be prepared or served. Different orders or
portions of different orders may be shown simultaneously. Pressing
the bump key indicates that an order or portion of an order
displayed on the respective service input display is prepared or
served and generates POS service data for that order or portion of
an order at the service input interface. Pressing the bump key
generally causes the associated displays to no longer display the
prepared or served order or portion of an order and to display a
different order or portion of an order to be prepared or served
instead. Any suitable selection device such as a mouse or track
ball can be used in addition to or instead of a bump key. A
non-dedicated key could be a bump key. For purposes of this patent,
keys include buttons.
[0044] To track the speed of service provided to a drive-thru
customer, drive-thru lane 176 may have at a desired location or
locations with respect to drive-thru lane 176, one or more vehicle
detectors at a desired location or locations, including at or prior
to the entrance of drive-thru lane 176, for example. Drive-thru
lane 176 may have one or more order area vehicle detectors 200, one
or more first service waiting area vehicle detectors 202, and one
or more second service waiting area vehicle detectors 204. There is
one vehicle detector 200 for detecting vehicles adjacent to or
upstream of each order station 178 or 186. There is one vehicle
detector 202 for each cashier window for detecting vehicles
adjacent to each cashier window and one vehicle detector 204 for
each food delivery area for detecting vehicles in the food delivery
area. Vehicle detectors 200, 202 and 204 detect the presence of a
vehicle. Vehicle detectors 200, 202 and 204 may be any suitable
vehicle detector including, for example, an in-ground loop detector
that electromagnetically detects the presence of a vehicle, an air
hose vehicle detector having an air pressure switch, or an
occupancy detector.
[0045] Order input interfaces 102, 110, 184 and 188 are also
connected to a computer system 208 so that the computer system 208
may receive food order data from the order input interfaces. Food
order data can include food types ordered (such as hamburger or
chicken sandwich), volumes of the ordered food types (such as 1 or
2 hamburgers), special instructions (such as "no mayonnaise"), an
identifier for the order input interface, an identifier identifying
the order such as an order number and a "time stamp." It is
contemplated that food order data generated by the order input
interfaces does not include an identifier for the order. The time
stamp may be generated by pressing a key for entering the first
item into an order or a first item requiring preparation in the
kitchen. The time stamp may be generated when a key is pressed
indicating that the taking of the order is complete.
[0046] Service input interfaces 120, 130, 134 and 194 are connected
to computer system 208 so that computer system 208 can receive
service data from the service input interfaces indicating service
of the order or completion of preparation of part of the order. The
POS service data may include (1) a "time stamp" marking the
specific time that a bump key is pressed or another action is made
via the service input interfaces indicating that an order or a
portion of an order has been completed or served, or (2) an
indication that an order or a portion of an order has been
completed or served. The POS service data may also include an
identifier identifying the order such as an order number.
[0047] Vehicle detectors, such as vehicle detectors 200, 202 and
204 are connected to computer system 208 so that computer system
208 can receive vehicle presence data indicating the presence of a
customer vehicle. The vehicle presence data may indicate the
presence of a vehicle, the non-presence of a vehicle, the time when
a vehicle arrived, or the time when a vehicle left. Vehicle
detectors 200, 202 and 204 are thus also service input interfaces
and have time input interfaces. While the illustrated embodiment
utilizes three vehicle sensors, it is to be understood that any
desired number can be utilized depending on the input data that is
desired. For example, a single vehicle sensor could be used, if
desired, to indicate arrival or departure of a vehicle at a desired
location, such as the drive-thru order station 178 or 186. The crew
person/cashier making or concluding contact with the customer could
be used in place of a respective vehicle sensor at a cashier window
and food delivery window, for example.
[0048] Computer system 208 can have a processor 210, a first
computer, a second computer and various computer codes. In a
preferred embodiment, processor 210 receives the food order data,
the service data, and the vehicle presence data directly from the
order input interfaces, the service input interfaces and the
vehicle detectors. The order input interfaces, the service input
interfaces, and the vehicle detectors may be connected to processor
210 by any suitable connection capable of transmitting the food
order data, the service data and the vehicle presence data,
respectively, between the interfaces and processor 210.
[0049] Another source of data is customer feedback data. Customer
feedback data can be obtained in any suitable manner. Examples
include questionnaires, a 1-800 number and surveys, such as
customer satisfaction surveys ("CSS"). Such data can be input by
any suitable manner into restaurant management system 100.
[0050] Processor 210 may be directly connected to displays 108, 122
and 192 if they do not have a processor so that the displays
display the order being entered or the order being served, for
example. Processor 210 may also be indirectly connected to displays
108, 122 and 192. Processor 210 may include any suitable computer
processor as are known by those skilled in the art.
[0051] Computer system 208 has computer program codes 212 and 214,
operable by processor 210 or first or second computers. Codes 212
and 214 may be stored on a hard drive, an EPROM, or other media
connected to processor 210. Code 212 is capable of managing the
orders. An exemplary embodiment of code 212 is displayed in FIG. 3.
In step 216, code 212 receives food order data including food type
and volume from any one of the order input interfaces. In step 218,
code 212 causes the display of part or all of the order on display
122 in the kitchen until receiving service data from service input
interface 120 indicating that the displayed order or portion of the
order has been prepared. In step 220, code 212 causes the display
of the order on the display associated with the service input
interface until receiving service data from the service input
interface indicating that the order has been served. The associated
service input interface is the one used for serving food ordered at
the order input interface in step 216. After completing step 216,
code 212 may not end, but could return to step 216. To assist with
the tracking of orders, code 212 may assign an identifier to each
order.
[0052] Code 214 is capable of generating restaurant performance
data based on the food order data and the service data. Code 214
may be separate from code 212 or may be intermingled with code 212.
Code 214 will be discussed in relation to FIG. 4. In step 222, code
212 assigns a start time to an order received in step 216 of FIG.
3. The start time may be assigned based on vehicle presence data
from vehicle detector 200 at one of order stations 178 or 186,
initiation of the order at any of the order input interfaces, or
entry of the order at any of the order input interfaces.
[0053] In step 224, code 214 determines whether the order is a
drive-thru order. Depending on whether the order is a drive-thru
order or not, code 214 proceeds to step 226 (for a drive-thru
order) or to steps 228 and 230 (for an in-store order). In step
226, code 214 assigns a payment time. The payment time may be
assigned based on vehicle presence data at the cashier window from
detector 202 or may be based on the tender of payment at POS device
190 or self order station 186. The tender of payment may be
indicated by an input made via interfaces 184 and 188, such as
hitting a "tender" key which opens up the cash drawer of POS device
190 or feeding currency or a credit card into a bill reader or
credit card reader, respectively, of interface 188 of order station
186.
[0054] In step 228, when step 218 initially occurs, processor 210
assigns an initial kitchen display time for representing the time
when an order is first on display 122. The initial kitchen display
time may be assigned based on the time when an order is first
available for display, i.e., when an order is accepted by
restaurant management system 100. The initial kitchen display time
may be based on an input via interfaces 102 and 110, such as
hitting a "tender" key which opens up the cash drawer of POS device
104 or feeding currency into a bill reader of interface 110 of
kiosk 112. In step 230, processor 210 assigns a final kitchen
display time based on receiving service data from interface 120
indicative of completion of a displayed portion of the order. In
step 232, processor 210 assigns a service time corresponding to
service of the order from service data received from a service
input interface or from vehicle presence data from vehicle detector
204. From the various times assigned in steps 222, 226, 228, 230
and 232, processor 210 generates restaurant performance data for
the order. Restaurant performance data can include a total service
time datum from initiating or receiving an order to service of the
order, a service time datum from initiating or receiving an order
to tender of a payment in drive-thru lane 176, a service time datum
representative of order preparation time in the kitchen, and an
order time datum between initiating and receiving an order.
[0055] First computer 240 is connected to processor 210 and through
processor 210 to interfaces 102, 110, 120, 130 and 134 so that
computer 240 can receive food order data and the restaurant
performance data. Device 150 is connected to a computer 240 so that
computer 240 can receive task completion data. Alternatively, task
completion data can be manually entered into computer 240. Computer
240 may have a display 242, keyboard 244, memory and a central
processing unit. Computer 240 may be connected to a printer 246.
Computer 240 may have USB, parallel, and serial ports, and Ethernet
or wireless networking capabilities for making the connections
discussed above. Computer 240 preferably has a media reader 248 for
reading a computer readable medium 250. Media reader 248 may be a
CD or DVD drive, for example. Examples of computer readable storage
media 250 include CD-ROM, CD-R, CD-RW, DVD-ROM, DVD-R, DVD-RW,
floppy disk, hard drive, flash drives, multimedia cards, SD cards,
EEPROM, EPROM, ROM and other computer-readable, tangible, storage
media capable of persistent storage of data without the need for
external power. Medium 250 has various program codes encoded on it.
The program codes will be discussed in greater detail after the
hardware is discussed. Preferably computer 240 has several media
readers including a fixed media reader such as a hard drive and a
changeable media reader such as CD or a DVD drive.
[0056] Computer 240 may be located at restaurant 101 or at a remote
location. Computer 240 may be connected to a computer 256. In a
preferred embodiment, computer 240 is located at restaurant 101 and
is connected by the internet to computer 256, which is remote from
restaurant 101. Computer 256 may be connected by the internet to
second, third and fourth computers 240 located at second, third and
fourth restaurants, respectively. Computer 256 can have the same
type of hardware as computer 240.
[0057] Computer 240 may be connected directly or indirectly to
other devices for receiving staffing level input including staffing
schedules, employee time punches or combinations thereof. Computer
240 may receive staffing level input from processor 210 or computer
256. Computer 240 may receive staffing level input from an employee
"punch" clock 260. Any suitable punch clock for recording time
punches such as those at the start and end of an employee work
shift may be used for clock 260. The staffing level input from
clock 260 may be entered manually into processor 210 or computers
240 or 256 or automatically by any suitable connection capable of
transmitting information between clock 260 and computer 240 or
256.
[0058] Displays 108, 138, 152, 192 and 242 are human readable.
Suitable types of displays include LCD, LED, CRT, plasma and
projection displays.
[0059] The connections within restaurant management system 100 may
include an internet connection, particularly if order input
interface 184 is remote from restaurant 101. Suitable connections,
depending on the components being connected include Ethernet,
Internet, infrared, wireless, wi-fi, serial such as RS-232, USB,
and any other suitable connection as may be known in the art. The
connections may be direct or indirect. The connections need not be
permanent or physical as in a wired connection or be constant,
i.e., connections can be made wirelessly on an as needed basis and
disconnected when no communication on the connection is
necessary.
[0060] Computer system 208 has program codes 264, 266 and 268. Any
one of these codes may be executed by processor 210, computer 240,
second computer 256 or a combination of the three and the codes can
be readily written by those of ordinary skill in the art. Code 264
is capable of receiving staffing level input, forecasting staffing
level needs, or both. Code 266 is capable of transforming data into
metrics. Code 268 is capable of providing a report summarizing
staffing levels, metrics and targets for metrics, the metrics
including service times, and maintenance or food safety metrics.
Codes 264, 266, 268 may be separate from each other or they may be
intermingled. Portions of codes 264, 266 and 268 may be run on
processor 210, computer 240 or computer 256, while other portions
are run elsewhere on processor 210, computer 240 or computer
256.
[0061] Code 264 may have forecasting code 270. Forecasting code 270
can be projected sales, the number of guests or orders, and car
counts. The forecasts are preferably made in time increments of
from 5, 15, 30, and hourly or some other time segment less than a
day. Forecasting code 270 can also project staffing needs. The
staffing level needs may be projected from the projected sales,
guest counts, number of orders, and car counts. Forecasting code
270 may take into account the sales characteristics of restaurant
101 such as whether restaurant 101 frequently encounters spikes in
ordering due to the arrival of tour buses, the end of a movie at a
nearby movie theater, or similar. Code 264 may have code 272 for
receiving staffing level input directly or indirectly from punch
clock 260.
[0062] Projections may be estimated by processor 210, computer 240,
computer 256 or another computer using historical sales data of the
specific restaurant and/or like restaurants. The projections may
factor in the day of the week, the time of day, the month, the
season, certain conditions or events like whether a local school is
in session or not, etc. The projections may be prepared by a
manager or may be based on a computer projection with appropriate
adjustments by a manager.
[0063] Code 266 transforms data into metrics. For purposes of this
patent, a metric is a measure for which there is a target against
which a metric can be directly compared. In particular, if there is
a target for an average service time over 1 hour but not one for an
average service time over 30 minutes, then average service time
over 1 hour is a metric but the average service time over 30
minutes is merely a statistic. Targets can take the form of minima,
maxima, and ranges. Targets may be store- or manager-specific. Code
266 may calculate metrics by averaging, totaling, and rationing
data, for example. The data that can be transformed into metrics by
code 266 includes food order data, restaurant performance data, and
restaurant task completion data. Code 266 may calculate actual
staffing level needs from the actual sales volume, number of
guests, number or orders, and car counts. Code 266 may also
calculate variability measures such as a variance or a standard
deviation.
[0064] Code 266 may reside in part at computer 240 and in part at
computer 256. In a preferred embodiment, computer 256 has a
database, preferably relational, containing data and metrics for
first, second, third, fourth, etc. restaurants. Computer 240
obtains or receives data from processor 210. Computer 240 may
summarize the data by calculating statistics, totals and metrics
for discrete time segments, e.g., hourly segments, using a portion
of code 266. The summarized data typically includes information as
to who the shift manager is. Computer 240 may have code for sending
the summarized data to computer 256. Computer 256 may have a
portion of code 266 and can complete the transformation of data
into metrics on a regular basis or on an as-need basis.
[0065] Code 268 generates one or more reports based on the metrics
produced by code 266 and the forecasts or projections produced by
code 266. Programming of codes 156, 158, 212, 214, 264, 266, and
268 can be achieved by one of skill in the computer arts.
[0066] FIGS. 5-7 are examples of sample reports that may be output
by code 268. Each of these reports includes target values for each
of the key performance indicators and actual results achieved over
an indicated period of time. FIG. 5 is a restaurant specific report
for one day. FIG. 6 is a shift manager performance indicator report
for a desired period of time, which may be one week, for example,
or five days, or some other period of time as desired. FIG. 7 is a
report comparing a group or "patch" of restaurants individually and
combined over a one-month period.
[0067] Each of FIGS. 5-7 has a row number on the left and column
number along the bottom for ease of reference. FIGS. 5-7 generally
have similar rows. In row 1, the report type is identified. In row
2, the relevant store or manager is identified. In row 3, the date
range of the report is identified. Daily, weekly and monthly ranges
are shown. Quarterly, annual and other time ranges are possible.
Rows 4 and 5 are used to label the columns that are to be compared
such as specific dates, shifts, managers, and restaurants.
[0068] Rows 7-9 and 24 are used to compare actual numbers versus
projected numbers. Row 7 is used to show the absolute and relative
difference between the actual and projected volume of sales. Sales
projection accuracy is the total sales variance as a percentage of
the total sales for the shift. In FIG. 6, the total projected sales
for the 7 hourly periods between 4:00 a.m. and 11:00 a.m. was short
-$190. To calculate the percentage the -$190 is divided by the
projected sales and rounded to a whole number (5%). The Sales
Projection Accuracy helps provide additional perspective as to how
accurate the projections were on your shift. The higher the
percentage variance the shorter the restaurant may be of crew
personnel. You should monitor the sales projection accuracy and
inform the restaurant manager and scheduling manager of
problems.
[0069] Row 8 is used to compare the actual number of guests or
orders to the projected number. The first number in columns 3-8 of
FIG. 5 of row 8 shows the absolute difference between the actual
number of guests or orders and the projected number. Preferably,
the actual number is for the total number of orders, but the actual
number may exclude drive-thru orders. The second number indicates
the percentage of time or hours where the number of guests or
orders is within .+-.10 (or some other value as desired) of the
projected number. The Guest Count Projection Efficiency is an
indicator as to how accurate the Guest Count projections are for
your shift. The higher the percentage the better. If the Guest
Count efficiency is consistently low this could indicate a problem
with the crew scheduling.
[0070] Row 10 of FIGS. 5 and 7 and row 9 of FIG. 6 indicate the
percentage of time, usually the percentage of hours, where the
actual or projected number of staff (e.g., restaurant crew members)
exceeded the actual amount needed. If the projections are accurate
and the correct number of crew was scheduled the rest of the
results are analyzed. If the projections did not meet the targets
or you begin to notice certain day-parts where the projections are
too low or over projected or you have too little or too many crew
you should notify the scheduling manager and restaurant
manager.
[0071] Row 24 is used to show the difference between the number of
vehicles served via the drive-thru lane against the number
projected for a particular time period, such as 1 hour, for
example.
[0072] Rows 11-13 of FIGS. 5 and 7 and rows 10-13 of FIG. 6 also
relate to comparisons between actual and projected labor
efficiency. The first number in columns 3-8 of FIGS. 5 and 6 of row
12 shows the absolute difference between the actual number of
employee hours worked and the scheduled number of employee hours.
The second number indicates the percentage of time or hours when
the actual number of employee hours worked was within 1 hour of the
scheduled number of employee hours. The first number in columns 3-8
of FIGS. 5 and 6 of row 13 shows the absolute difference between
the actual number of employee hours worked and the number of
employee hours needed. The second number of row 13 indicates the
percentage of time or hours when the actual number of employee
hours worked was equal or above the amount needed. This data
indicates how well labor needs were managed by the responsible
manager, such as the shift manager, based on the labor requirements
needed hours versus scheduled hours and also actual hours versus
needed hours.
[0073] The above comparisons between actual, projected and needed
numbers could also include, in addition to or as a replacement to
those shown in FIGS. 5-7, the actual, projected or needed absolute
numbers.
[0074] Rows under the QSC category (row 14) in FIGS. 5-7 relate to
the parameters of quality, service and cleanliness. More
specifically, these categories are split into shift responsibility
of the shift manager (food safety, equipment preventive
maintenance, restaurant travel path completions (inspections of
overall restaurant) and SOC (station observation checklist)
completion as to designated equipment and shift targets (counter
service times, drive-thru service times (from customer placing an
order to presentment of the order to the customer and from customer
payment to presentment of the order to the customer) and KVS (bump
bar) reaction time. The goal of the shift manager is to meet or
exceed the targets specified for each shift. If the staffing levels
for a shift are reasonably accurate (enough crew to handle the
volume) then the objective is to hit the targets defined for each
key performance indicator category. If the established target is
not met, the shift manager evaluates what happened on the shift and
takes corrective action.
[0075] Rows 15, 16, 21 and 22 of FIGS. 5-7 relate to task
completion data. Row 15 is used to indicate the percentage of food
safety tasks completed on time. Row 16 is used to indicate the
percentage of preventive maintenance tasks completed on time. Row
21 is used to indicate the number of general inspections completed.
The first number in columns 3-8 of FIGS. 5-6 of row 21 represents
the number of general inspections completed on time. The second
number represents the percentage of required inspections that were
timely made. Row 22 is used to represent the completion of employee
training sessions that are completed on time.
[0076] Rows 17-20 of FIGS. 5-7 relate to service time statistics
and metrics. The first number in columns 3-8 of rows 17-20 of FIGS.
5-6 is an average service time. The second number represents the
percentage of hours where the average service time for the hour is
within a target service time. The second number indirectly gives a
sense of the variability of the average service time for a given
hour. Other measures of variability may also be given in addition
to or instead of the second number. The first number in columns 3-8
of row 17 of FIGS. 5-6 is the average amount of time it takes for
an order to be served to a customer whose order is placed through
order input interfaces 102 or 110. The first number in columns 3-8
of FIGS. 5-6 of row 18 represents the average amount of time it
takes for a drive-thru order to be served to a customer whose order
is placed through order input interfaces 184 or 188. The first
number in columns 3-8 of row 19 of FIGS. 5-6 represents the average
amount of time it takes for an order to be served after an order is
paid for. The first number in columns 3-8 of row 20 of FIGS. 5-6
represents the average amount of time it takes for a sandwich to be
prepared or to be made ready for service in response to an
order.
[0077] The reports shown in FIGS. 5 and 6 have essentially
identical formats. Column 1 shows the title for each row. Column 2
is for targets. Columns 3-7 display data, statistics and metrics
for the periods indicated in rows 2-5. Column 8 is a summary column
showing summary data, statistics and metrics.
[0078] The format of the report shown in FIG. 7 is similar to the
reports of FIGS. 5 and 6. The principal exception is that FIG. 7
includes forced ranking scores for a restaurant group or patch,
which is a group of restaurants that is, for example, owned by the
same person or having the same patch manager. Columns 4, 6, 8, 10,
and 12 are for displaying ranking scores of the performance of the
restaurants indicated in row 4 for the metrics, statistics and data
shown in rows 8-10, 12, 13, 15-22 and 24. Row 26 contains a sum of
the ranking scores. Row 27 displays overall rankings based on the
sum of the ranking scores. It is to be understood that the reports
can include any data that is available and/or desired and that all
of the metrics and data do not have to be ranked or otherwise
included in a report.
[0079] The reports may also have suitable indicators to draw
attention to a deficiency or a particularly good result, for
example. The indicators may be black and white or colored
highlighting, flags and trend indicators, such as up and down
arrows. The flags can take different forms to draw the attention of
the shift manager or other person using the report to metrics that
do not meet targets, to metrics that are substantially below
targets, and to metrics that substantially exceed targets or as
otherwise desired. Trend indicators may be used to show significant
changes in metrics or rankings relative to some previous time
period. Flags and trend indicators may be shown by the use of
different colors or graphical indicia such as up and down arrow
signs.
[0080] While the invention has been described with respect to
certain preferred embodiments, as will be appreciated by those
skilled in the art, it is to be understood that the invention is
capable of numerous changes, modifications and rearrangements and
such changes, modifications and rearrangements are intended to be
covered by the following claims.
* * * * *