How do I time a quick-service counter’s line during its busiest hour?

Pick the busiest hour for the shop, usually named by the seller or visible in the sales records, and be there for it on several different days. Time three things: the wait from joining the line to ordering, the wait from ordering to receiving food, and the number of customers who leave the line without buying. Use a simple tally sheet.

Watch for the cause of any slowdown. It may be the till, the grill, the drink station, the pickup shelf or the number of staff. A single weak point is a repairable problem, while a shop that is slow everywhere at once may be short of space or of trained staff. Ask the manager what a normal rush looks like and what makes it worse.

Compare your observation with the transaction counts for those hours. If the record shows many more orders than you could see being served, ask why. Ask also how delivery and online orders share the same kitchen. Have your accountant read the sales figures with you. Take notes on staffing too: how many people work the rush, where each stands, and whether they cover for one another smoothly.

Key takeaways

• Time ordering, preparation and pickup separately on several days.
• Count the customers who give up and leave the line.
• Find the one stage that slows everything down.
• Compare your tally with the transaction counts for the same hours.