Business – 9.3 Operations strategy – Flexibility and innovation | e-Consult
9.3 Operations strategy – Flexibility and innovation (1 questions)
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| Metric | Before Digital System | After Digital System |
|---|---|---|
| Average order processing time | 7 minutes | 3 minutes |
| Order error rate | 12 % | 3 % |
| Customer satisfaction score (out of 10) | 7.2 | 8.9 |
| Staff productivity (orders per hour) | 15 | 27 |
The digital ordering system streamlined the flow of information from customers to the kitchen, cutting processing time by more than half and dramatically reducing errors. Faster service and fewer mistakes boosted customer satisfaction, which in turn increased repeat visits and average spend. Higher staff productivity allowed the same workforce to handle greater volumes without additional hiring, improving labour cost efficiency. Overall, the process innovation enhanced operational performance, strengthened the brand’s reputation for reliability, and contributed to a measurable rise in profitability.