Transforming McDonald’s Restaurant Operations Globally

In the restaurant industry, operational efficiency is paramount. Navigating the complexities of daily restaurant operations to maximize resources, boost employee engagement, and maintain consistent service standards across multiple locations is a significant challenge. Even for industry benchmarks like McDonald‘s, this challenge is immense.

In this context, employee scheduling and its alignment with customer needs are crucial. Any restaurant giant knows this, and it’s precisely what prompted McDonald’s Spain to embrace Orquest.

McDonald’s Spain and Orquest: the perfect match

“We needed to adjust our labor resources with customer needs,” explains Robert Ross, the former COO of the company. Orquest was born to address this issue by optimizing employee work scheduling, transforming McDonald’s Spain’s restaurant operations.

From the outset, Orquest recognized the specific planning challenges of this industry where traditional scheduling methods fell short. To maintain operational efficiency in restaurants, staffing must be tailored to the varying needs of the establishment. It’s not just about creating shift schedules; it’s about adjusting restaurant scheduling to meet specific demand at each moment of the day and across various sales channels: kiosk, drive-thru, delivery, etc.

Only this way can a balance between workload and available employees be ensured, leading to smooth restaurant operations and, consequently, optimal customer experiences. And how did Orquest solve the problem? Through powerful and innovative technology harnessing the potential of artificial intelligence (AI) and a robust planning engine.

More efficient restaurant operations, better results

With an 87% time savings in planning, a 1.7% labor cost adjustment, and a 26% reduction in customer wait time, Orquest has transformed McDonald’s Spain’s restaurant operations, boosting performance and team satisfaction to ensure the best customer service in each case. And it does so in three simple steps:

Demand Forecasting with AI

Orquest uses machine learning and advanced analytics to analyze restaurant guest traffic and sales and accurately predict how it will behave in each sales channel, from the kiosk to the drive-thru, to delivery, and app orders.

Needs Calculation

Based on the previous forecast, Orquest calculates the restaurant’s actual needs at each time of the day. It can do so based on variables such as productivity or budget, or, in the case of McDonald’s Spain, based on VLH tables (Variable Labor Hours), which is the chain’s standard indicating the necessary staff for various tasks, both in production areas (kitchen, beverages, etc.) and service areas (counter, drive-thru, etc.).

Optimized Planning

Finally, Orquest’s powerful planning engine, capable of generating schedules for up to 300 employees simultaneously within minutes, distributes employee shifts in the most efficient manner so that the right person, with the right training, is always where and when needed.

Additionally, Orquest ensures full and rigorous compliance with all regulations, including labor legislation, company regulations, and individual contract conditions. This way, McDonald’s Spain ensures that its employees’ schedules automatically comply with all rules, avoiding penalties and inefficiencies due to non-compliance.

Transforming McDonald’s restaurant operations globally

These results have driven the adoption of Orquest by McDonald’s worldwide, interested in optimizing their restaurant operations. Among them, Arcos Dorados stands out, the largest McDonald’s franchisee globally and the largest restaurant chain in Latin America.

Implemented in 14 countries in the region, Orquest adapts to the operational and legal needs of each of them. “After choosing Orquest three years ago, Arcos Dorados remains committed to the project, expanding its implementation to additional countries,” says Carla Turturro, from the franchisee’s HR Management Team.

Arcos Dorados is joined by McDonald’s Mesoamerica (with restaurants in Guatemala, Nicaragua, Honduras, and El Salvador), Paraguay, Bahamas, Cyprus, Romania, South Africa, Riyadh, Qatar, Jordan, and Bahrain, expanding Orquest’s international footprint, scheduling McDonald’s restaurants in 28 countries.

“Orquest helped us reduce the time spent preparing schedules from 4 hours to 30 minutes,” emphasizes Mohammad Amireh, Senior Manager of Operations at McDonald’s Bahrain, while Loai Jarosheeh, Senior Training Manager at McDonald’s Jordan, prefers to emphasize Orquest’s regulatory compliance flexibility. “Here, we have 60-50% part-time workers. Orquest fits this unique requirement. It’s not easy to do,” he explains, adding, “if it’s working for McDonald’s Jordan, it will definitely work in other markets.”

Everyone Wins

Versatile and adaptable to each scenario, Orquest schedules over 70,000 employees in McDonald’s restaurants worldwide. Tailored to each case’s needs, Orquest’s optimized schedules guarantee smooth workflow and consistent customer service, making the day-to-day easier for employees and managers.

The Employee

Orquest generates fair and balanced schedules based on availability, skills, and preferences, increasing productivity and fostering a positive work environment that minimizes turnover and absenteeism. Additionally, through the app, employees can easily access their schedules and tasks, make requests, and accept vacant shifts.

The Manager

Automates the planning process, obtaining the most efficient shift and task distribution that complies with all regulatory constraints, saving valuable time that can be dedicated to employee training and improving customer experience. Also, in case of last-minute changes, it can easily replan in a few clicks, knowing it always has the most efficient option.

The Franchisee

It is easier to monitor each restaurant’s performance by tracking key metrics, staffing, and labor costs, facilitating informed decision-making.

In conclusion, Orquest’s AI-powered scheduling solution has transformed McDonald’s restaurant operations globally, driving efficiency, compliance, and customer satisfaction. Click here to dive deeper into the full impact.