Managing the customer waiting problem in fast food restaurants in Taiwan through reengineering of the app ordering process

• Purpose: The aim of this research is to manage the customer-waiting problem in Taiwanese fast food restaurants through reengineering of the APP ordering process.Design/methodology/approach: This research uses a literature review to identify differentapproaches of reengineering and use them to improve the APP ordering process used in Taiwanese fast food restaurants.Findings: This research has identified six approaches of reengineering, which can be applied to improve the APP ordering process in fast food restaurants. The application of thereengineering approaches, in the APP ordering process in Taiwanese fast food restaurants, generated four suggestions of how to improve the original APP ordering process.Research limitations/implications: The subsequent research can apply other research methods to improve the reliability and validity.Practical implications: The application of reengineering approaches to improve the APP ordering process in fast food restaurants can be used in other country’s food industry and be adapted to other industries as well. The research could also provide a basis for companies that want to implement the APP ordering system.Originality/value: This research clarifies the customer-waiting problem in the APP ordering process in Taiwanese fast food restaurants and applies reengineering approaches to improve the original APP ordering process.

Ämnesord

TEKNIK OCH TEKNOLOGIER  -- Samhällsbyggnadsteknik -- Transportteknik och logistik (hsv//swe)

ENGINEERING AND TECHNOLOGY  -- Civil Engineering -- Transport Systems and Logistics (hsv//eng)

SAMHÄLLSVETENSKAP  -- Ekonomi och näringsliv (hsv//swe)

SOCIAL SCIENCES  -- Economics and Business (hsv//eng)

Nyckelord

Customer waiting time

Reengineering

APP

fast food

Publikations- och innehållstyp

ref (ämneskategori)

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